Tayla Freeman, a 23-year-old from St Helens, has described feeling 'humiliated' after she was questioned while attempting to access the reduced mobility security lane at Liverpool John Lennon Airport on May 11, despite carrying proof of her disability. Freeman, who was travelling to Malaga with her mother, said the interaction with airport staff was 'the most abrupt I've ever had in my life.'
Background of Chronic Conditions
Two years ago, Freeman was forced to give up work and her studies after a mysterious illness confined her to bed. Earlier this year, she received diagnoses for several chronic conditions, including Ehlers-Danlos syndrome (EDS), postural orthostatic tachycardia syndrome (PoTS), mast cell activation syndrome (MCAS), seizures, and AuDHD. She had meticulously organised support for her holiday, including pre-booked assistance, a Hidden Disabilities Sunflower lanyard, an access card, and medical evidence on her phone.
Confrontation at Security
Freeman said she encountered opposition when approaching a staff member at the accessibility lane. 'She told me, 'we don't recognise that lanyard anymore.' She didn't look at my phone or my access card. She said the lane was only for people who use wheelchairs and mobility aids because most people fake it,' Freeman explained. She felt 'taken aback' and 'humiliated' as other passengers stared. Her mother sought assistance from a second staff member, who also refused entry, stating the lane was only for reduced mobility passengers with wheelchairs or aids.
Escalation and Resolution
After being turned away, Freeman and her mother joined the regular queue, where she began to struggle physically. The initial staff member later returned and proposed she purchase fast-track access, which Freeman found 'even more insulting.' Eventually, staff reviewed her documentation and permitted her to use the accessibility lane. Following the incident, Freeman lodged a formal complaint with the airport.
Airport Apology and Response
In correspondence seen by the Liverpool Echo, the airport responded: 'Please accept my apologies if either officers were rude or unprofessional at any time.' A spokesperson for Liverpool John Lennon Airport said: 'We'd like to again apologise to Tayla for any upset caused... The airport is committed to providing an inclusive and supportive experience for all passengers.' They highlighted improvements including a dedicated sensory room, a sensory search space, assisted travel areas, and feedback from Accessibility Forums to enhance staff awareness and facilities for passengers with visible and non-visible disabilities.
Broader Implications
Freeman, who co-founded The Healing Hive in 2025, a Liverpool-based support community for people with chronic illnesses, disabilities, and neurodivergence, shared her story and received messages from others with similar experiences. She said: 'That's how I know my story is bigger than one incident. My goal isn't to criticise for the sake of criticism. I want to see meaningful change, better training and improved experiences for disabled passengers with invisible disabilities. Nobody should be made to feel they have to prove they are 'disabled enough' in order to access support they genuinely need.'
