Disabled woman banned from Asda 'for not showing ID for her service dog'

A woman with a disability reported that she has been prohibited from entering any Asda stores across the UK. This came after she was mistakenly informed that her service dog was not allowed in one of the supermarket locations in southeast London.

Elanor Maxey, 32, encountered a situation at an Asda store in Bexleyheath when a security guard informed her that she couldn’t take her service dog, Genie, inside.

In a TikTok video that showed the disagreement, Ms. Maxey stated, “Today, Genie and I have been permanently banned from all Asda stores across the UK just because I didn't show her ‘Service ID’—a document that doesn't actually exist.”

"I was also asked for a dog license, which is something that has never been a requirement in my lifetime."

Ms. Maxey mentioned that the supermarket employees described her as impolite and accused her of violating the Data Protection Act by filming them.

She informed her followers that she experienced some dizziness while visiting the grocery store to grab a sandwich.

She added, "I’m really grateful for the courageous individuals who stood up for me. Even though the store didn't listen, it’s reassuring to know there are compassionate people willing to voice their concerns when they witness rights being trampled."

I spoke with the police later on, and they advised me to file a report. They mentioned that it’s considered discrimination to prohibit someone from entering if they have an assistance dog and aren't able to show identification.

"They can't prohibit someone for being 'disrespectful,' and it's completely lawful to record in any area where the public is allowed to go. Additionally, she had no authority to reach for me or my phone."

According to the Equality Act, it is illegal to deny entry to a disabled individual who is accompanied by a service dog, unless in very rare situations.

A representative from Asda informed the Metro that Ms. Maxey's ban has been lifted and stated, "We have extended our apologies to Ms. Maxey for her experience at our Bexleyheath location."

"This doesn't meet the inclusive atmosphere we aim to create at Asda."

"We want to emphasize that service dogs are allowed in all of our locations. We'll be quickly reminding our staff about this policy."

The Evening Standard has reached out to Asda for additional remarks.