A mother expressed her dismay over a distressing incident that occurred at a shopping center while she was with her two daughters. Leanne Gildea, 32, hailing from West Derby, Merseyside, visited St John’s Shopping Centre with her two daughters, aged 6 and 18 months. However, she felt humiliated and frustrated when she was denied access to the restroom at the shopping center because she did not possess a bank card to pay the 35p fee.
The family had originally planned a day trip to a museum in Liverpool’s city center but opted to visit Southport instead. While waiting for a friend before their journey, Leanne decided it was a good opportunity to take her children to the restroom. Upon reaching the St John’s toilets near the food hall, she discovered that only card payments were accepted. Despite offering to pay in cash, she was not allowed entry. This situation was especially challenging as her 6-year-old daughter suffers from incontinence and requires medication for the condition.
In an interview with the Liverpool Echo, Leanne expressed her disappointment at the incident and the difficulties it posed, especially for her daughter. She highlighted the lack of understanding and accommodation for her daughter’s needs, emphasizing the need for privacy in such situations. A bystander eventually stepped in to cover the fee so that Leanne could use the facilities.
The shopping center responded to the incident, expressing regret over the situation, particularly involving young children and a child with special medical needs. They explained that a usage charge for the toilet facilities had been in place for approximately 12 years to offset maintenance costs and ensure cleanliness and safety. The spokesperson clarified that the accessible toilet was always available free of charge and detailed the rationale behind the card-only payment system for hygiene and operational efficiency.
St John’s Shopping Centre acknowledged the incident, stating that they were in communication with the customer and reviewing the case internally to ensure appropriate handling of such situations in the future. They reiterated their commitment to providing a welcoming and safe environment for all visitors to the center.
