Elanor Maxey, a disabled woman who relies on her service dog, Genie, has claimed she has been banned from all Asda stores across the UK following a dispute at the Asda Broadway store in Bexleyheath. The incident, captured on video and shared on TikTok where it has amassed over 3 million views, shows a security guard refusing entry to Maxey and her assistance dog, demanding to see a “service ID” and a dog licence—documents that are not legally required.
In her video, Maxey explained that assistance dogs are not required to carry licences or IDs under UK law. “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,” she stated. She also mentioned that the guard’s request for a dog licence was outdated, as such licences have not existed for decades.
Maxey shared that the situation escalated further, and she was accused of breaching the Data Protection Act by recording the encounter with staff. She defended her actions, stating that she felt compelled to document the situation to protect her rights.
According to Maxey, she had entered the store simply to buy a sandwich after feeling dizzy. “I was in more of a state as I was already dizzy, which is why I was popping in just for a sandwich,” she explained. She expressed her gratitude to bystanders who intervened on her behalf. “I am just so thankful there were some brave people who tried to advocate for me and 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.”
A spokesperson for Asda has since responded to the incident, apologising for the experience Maxey faced. “This falls short of the welcoming culture we strive for at Asda,” the spokesperson said. “We are clear that assistance dogs are welcome in all of our stores, and we will be reminding our colleagues of this policy as a matter of urgency.”
The Equality Act 2010 protects the rights of disabled people in the UK, making it unlawful to refuse access to a disabled person accompanied by an assistance dog, except in exceptional circumstances. However, the legality of such refusals can only be determined by a court, based on the specific facts and context of each case.
The incident has sparked widespread discussion online about the importance of understanding and respecting the rights of disabled individuals, particularly regarding service animals.
