A disabled woman has reported being banned from every Asda supermarket in the United Kingdom after a misunderstanding involving her service dog at a branch in southeast London. The incident has sparked significant discussion online, highlighting the challenges faced by disabled individuals in public spaces and raising questions about disability rights and service animal policies.
Elanor Maxey, a 32-year-old woman from London, visited the Asda store in Bexleyheath with her service dog, Genie. Feeling unwell and dizzy, she entered the supermarket for a quick stop, but things quickly escalated. A security guard informed her that Genie could not enter the store, leading to a confrontation. Maxey was told that she would be banned from every Asda in Britain for failing to present a ‘Service ID’ for her dog—documentation that does not legally exist in the UK.
Misunderstanding of Assistance Dog Regulations
Maxey, who shared her ordeal on TikTok, explained that the request for a ‘Service ID’ was unjustified, as no such identification is required for assistance dogs under UK law. She stated, “Today, Genie and I have now been officially banned from every Asda in Britain simply because I didn’t present her ‘Service ID’… something that doesn’t exist.” The store staff also demanded to see her “dog licence”, another non-existent requirement in modern times, as the concept was abolished many years ago.
The situation became even more tense when Maxey was accused of being “rude” and was informed that she had breached the Data Protection Act by recording the interaction with store employees. However, Maxey noted that recording in public spaces where one has a right of access is entirely legal.
Alleged Discrimination and Human Rights Concerns
Maxey expressed her frustration and disappointment with the store’s response, emphasising that she was treated unfairly. “I’m just so thankful there were some brave people who tried to advocate for me. While the store ignored them, it’s wonderful to know there are kind people who will speak up when they see human rights being violated,” she wrote. Despite these efforts, Asda staff reportedly refused to acknowledge the voices defending her rights.
Following the incident, Maxey sought advice from the police, who confirmed that the ban could constitute discrimination. The Equality Act 2010 protects disabled individuals from being refused access to public places when accompanied by a legitimate assistance dog. The act makes it unlawful to ban a person with a disability from such spaces except in the most extreme and exceptional circumstances, which were not applicable in Maxey’s case.
The Legalities of Recording and Public Access
In her TikTok post, Maxey also defended her decision to record the interaction, stating that it is legal to film in any area where a member of the public has the right to be. She accused the staff member of grabbing at her and her phone, further complicating the situation. Such actions are not only invasive but could potentially be considered assault or harassment under UK law.
Maxey’s experience has sparked debate about the training of staff at large retail chains and the treatment of disabled customers. It also highlights the continued need for greater public awareness regarding the rights of individuals with assistance animals. Despite being banned, Maxey has urged others to speak up against such discrimination and is considering taking legal action.
Equality Act and the Rights of Disabled Persons
The Equality Act 2010 plays a crucial role in protecting the rights of disabled individuals, particularly when it comes to public access with assistance animals. Denying entry to someone accompanied by a service dog is only permitted in rare situations, such as health and safety concerns, which did not apply in this case.
Asda has yet to comment publicly on the situation, but the case raises important questions about how businesses handle disability access and whether more needs to be done to ensure compliance with UK disability laws.
