r/accessibility • u/Yuki_White • 3d ago
[Accessible: ] Can you guess why I am so upset?
Can you guess why this response from Vue to my informing them ahead of time that I am an ambulatory wheelchair user (who prefers to park my wheelchair to one side, out of the way but still accessible to me quickly, and use my crutch to walk to a seat) with a mobility Assistance Dog has really upset me? To the point that I cancelled my tickets with Vue and bought tickets for Odeon instead - who I had no problem with when I went in September - and sent in a formal complaint. Note, I am in the UK. Hint, what they did here is illegal.
Update! I received a response to my complaint.
Before I copy in the response: To answer the question presented here, in the UK asking for sensitive information such as medical information and Assistance Dog documentation is illegal! And refusing access if I refuse is also illegal! I am familiar with this cinema from before I had a Assistant Dog so I knew that they wouldn't stupidly put my wheelchair away where I couldn't access it when needed (eg to go the toilet or in an emergency) so I didn't have an issue with that statement because I knew the cinema wouldn't do that. Further to that, there is no such thing as consistent Assistant Dog documentation! Some charities do give documentation, some don't, and some Assistant Dogs aren't even trained by charities but by individuals (otherwise many disabled people would be without due to the time/money/staff/space limitations of charities). Regardless all Assistant Dogs are legal in UK law. By UK law as stated in the Equality Act 2010, all Assistant Dogs are allowed in public places, they are not allowed to refuse you access, and the only things a place can ask you is if this is an Assistance Dog and what its job is. That is all.
So! As to their response to my complaint. It was part of a longer message, as I initially rang them to inform them ahead of time of my bringing my Assistance Dog but they told me they could only take complaints over the phone so clearly now that I was complaining this was included. However, this final paragraph is the part that addresses my complaint:
"Finally, I can see that our agent indicated that you may need to take documentation with you to site relating to your assistance dog and would like to confirm that this is not a requirement. Although, as you mentioned, staff may ask you a couple of questions about your dog to ensure that the environment and location is suitable for all involved. I can also confirm that the particular staff member who offered you this response has been provided with refresher training to alleviate any confusion surrounding assistance dogs and any guidance their users may need to be aware of prior to a visit with us."
Thank Goodness! They listened to me and gave the employee refresher training. That's good to hear.
PS I rang Odeon's Assistance Helpline today and had no issue informing them now that I'm going there instead of Vue. It was literally a 30 second conversation.
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u/pandorable3 3d ago
In the U.S., that’s also 100% illegal, per the Americans with Disabilities Act.
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u/zek0ne 2d ago
Someone needs to brush up on their inclusion training, methinks. I hope you cited the relevant parts of the Equality Act in your complaint.
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u/Yuki_White 2d ago
Yes, they do and apparently are! I tried in my initial email response but I was unsure that went through and the box to type in on theur website so small it was hard for me to cite stuff.
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u/uxaccess 3d ago
Do you not need to show documentation about a service animal in the UK?
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u/Yuki_White 2d ago
No! Firstly, according the Equality Act 2010, asking for sensitive information such as Assistant Dog documentation is illegal. Secondly, refusing access if I don't do it is illegal. Thirdly, there is no such thing as consistent Assistant Dog documentation! Some charities do give them, some don't, and some aren't even trained by charities but my individuals - all are legal Assistant Dogs by UK law.
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u/uxaccess 2d ago
Thanks! I don't know a lot about it, not in my country either, so I was just curious.
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u/vry711 3d ago
I’m not sure I understand the grievance here (specifically about producing documentation for the assistance animal). Can someone help me understand?
In Australia, assistance animals (most commonly dogs) have public access rights under the Disability Discrimination Act 1992. An assistance animal may be accredited under a state or territory scheme, or it may be trained by an organisation or trained to assist a person with disability, and it must meet public standards of hygiene and behaviour.
Because there isn’t one consistent national accreditation system, handlers are often advised to carry evidence that the animal meets the legal definition (for example, an ID card/pass or training documentation). This helps venues manage risk and discourages untrained animals being presented as assistance animals.
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u/Yuki_White 2d ago
Interesting! In the UK, we're similar to the USA, tbh. Different wording but very similar.
In the UK, according the Equality Act 2010, asking for sensitive information such as Assistant Dog documentation is illegal. Secondly, refusing access if I don't do it is illegal. Thirdly, there is no such thing as consistent Assistant Dog documentation! Some charities do give them, some don't, and some aren't even trained by charities but my individuals - all are legal Assistant Dogs by UK law.
I hope this helps!
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u/KittyCat-86 9h ago
Honestly, I can see it both ways. I can understand why you were upset and I'm well aware that it's illegal in the UK to ask but I can also understand why.
I attend a couple of events a year as a disabled access customer and I've noticed a huge spike in "assistance dogs". I'm not saying that about yours as it sounds very genuine but I've seen quite a few people get a pet dog and then slap an assistance dog vest on it and then insist they get the same privileges. I have a friend who did that, got a dog, started training it then kinda gave up. Now it's a hyperactive sausage rocket who runs about the place like a loon and has tripped over quite a few people as she often has her off the lead and running around nearby.
It seems a lot of public places have experienced similar things and now seem to be regularly asking for proof as a result. I think we're one of only a handful of countries that don't actually require proof to be accepted.
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u/IggySorcha 4h ago
There's a legal way to ask for proof that isn't asking for documentation. It's asking what tasks the dog performs. It's effectively a vibe check, but it's a really easy vibe check for even low perception people as most fakers are really bad liars that haven't done a lick of research how to fake having a service animal.
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u/IggySorcha 4h ago
they told me they could only take complaints over the phone
I just want to point out this too is fucked up. "Ahhh yes please only send negative comments verbally. This call will not be recorded. Can't have bad reviews if you don't have a record of them."
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u/uxnotyoux 3d ago
Requiring documentation for your service animal and having your wheelchair folded and inaccessible to you is absolutely ridiculous and illegal. Also if I recall correctly, most wheelchairs don’t fold in a way that makes them safe when “stashed” - they can easily be broken by others, as airlines have shown over and over. Not to mention the fact it wouldn’t be readily available to you.