She was allegedly denied entry to the foyer as she didn’t have a ticket while her daughter found parking
88-year-old Dorothy who was denied access to Hull New Theatre while her daughter parked the car(Image: Submitted by Sally Wood)
An investigation is underway after a woman’s 88-year-old mother was allegedly denied entry to Hull New Theatre’s foyer because she could not present her ticket. Sally Wood took her mum to see Cats as a birthday treat, and left her mother to make her way into the building while she found parking.
However, Sally claims that when she returned 25 minutes later she found her mum outside the building and leaning against her walking frame. Hull City Council, which represents Hull Theatres, confirmed it has received a complaint regarding the incident and said it would not be appropriate to comment at this stage, but added that it is “committed to providing a safe and welcoming environment for all visitors” and will “consider whether any improvements to procedures are needed”.
Sally says she pulled up briefly outside the theatre on Tuesday, October 21, to allow her mum, who lives in a care home in Withernsea, to get inside as quickly as possible on the 12-degree evening. Conscious she was holding up traffic on the narrow road outside the theatre, she sent her mother to wait inside the theatre while she found a parking spot. But she claims that without being able to show her ticket, Dorothy was denied entry at the door.
Sally was concerned about “blocking traffic” and she “didn’t think about the ticket” when she went to find parking. She added: “I thought she could sit in the bar area and wait for me to get back.”
When Sally returned 25 minutes later and saw her mum sitting outside she “did a double take”. She said: “I was so shocked. She was sitting in an entranceway, totally open to the elements. She was sitting in this porchway, freezing cold, in the corner, sitting on her walker.”
Sally helped her mum get to her seat, but claims that by that point she was shivering and could not get warm. Her daughter wrapped her in layers, tucked her trousers into her socks, then went to find a manager.
Sally said: “My mum was really upset at the time and really cold. It ruined the whole show. She just couldn’t get warm. I was wrapping her up in different things and trying to get her warm again.
She continued: “She kept saying you can see on the website that’s our policy. It’s for insurance purposes. It ruined it for her and it made me really sad. I’d booked a disabled seat with extra legroom so I could bring her walker in and out. I did everything I could and they could not make room for her for 25 minutes, or take care of her for 25 minutes, because I forgot to give her the ticket.
Sally and Dorothy, who loves musicals, used to attend shows regularly, but Dorothy’s declining health means trips like this are now few and far between. “She’s been really poorly this last year,” Sally said. “She’s now in a care home and this is the first time in ages we’ve done something like this together. She had been really poorly in the lead up to the show. Her care home is in Withernsea and I live in Hull. I get there as often as I can, but this was a special event.”
Sally is calling for more staff training and empathy towards the elderly at the theatre. A spokesperson for Hull City Council, on behalf of Hull Theatres, said: “We can confirm that a formal complaint has been received regarding this matter and is currently being reviewed. Hull Theatres is committed to providing a safe and welcoming environment for all visitors. As part of the review, we will consider whether any improvements to our procedures are needed.
“As the complaint process is ongoing, it would not be appropriate to comment further on this specific matter at this stage. We will respond directly to the customer once the review is complete.”
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