Disabled woman's 'humiliation' at Popeyes in Brighton

Georgina Moonesinghe suffers from nerve damage in her lower back, which has meant she has been using an electric wheelchair for the last year.

She wanted to treat her 13-year-old son Jaydon, who has been diagnosed with autism, with a meal in recognition of his recent work in school. She said: "Jaydon loves all things American, so it would be a really nice treat to take him to Popeyes."

However, this fast food treat quickly fast tracked into a "horrific" experience for wheelchair user Georgina when she noticed a "giant step" at the entrance of the restaurant in Brighton's North Street.

The step at the Brighton location (Image: Andrew Gardner / The Argus)

With no apparent way of getting into the restaurant, Georgina's wife Megan went in to see if there was any means of her getting in US style chicken outlet.

Shortly after, staff came out with a custom built ramp to assist her, but when this was installed, Georgina noticed how steep the ramp was.

"It was almost at a 45 degree angle," she said. "It took my wife and a member of the public to help me up and into the store."

Once inside, the experience was a similarly disappointing affair.

She said: "I felt as if the staff were ignoring me when I came to collect my order. It wasn't until my wife came up behind me that they handed the meal over." 

After tucking into her chicken tenders, wings, biscuit and fries, the exit from the shop was no different, she said.

"They'd left the ramp by the door. I was really scared because it was so steep, and there were people wanting to come in, so I thought 'I'm just gonna have to go for it'."

She claims that her wife injured her shoulder during the descent out of the restaurant.

She said: "My wheels went over, and I started tipping. Megan wrenched her shoulder trying to stop me from tipping."

The American restaurant opened in Brighton in December 2022 (Image: Andrew Gardner / The Argus)

When Georgina arrived at her Brighton home, she said she "had a good cry" over the experience, which made her feel like a "massive burden".

She said: "It's very clear Popeyes don't care about disabled people.

"Even my 13-year-old daughter Jasmine, who isn't massively aware about accessibility, said it was really steep.

"It's just horrible being made to feel like you're not even an afterthought."

Tom Smith is head of operations for Popeyes in the South of England.

He said: "I am disappointed to hear Georgina felt she wasn't dealt with properly, and I'm going to meet her on-site to look at the ramp, and see what we need to do.

"We know there is a step into the building, and ahead of the opening we went to a supplier and had a ramp manufactured. The team have been fully trained on the ramp, and as soon as attention is raised it's brought out and fitted.

"The brand is being built around hospitality. Whether that be the Louisiana hospitality, to the shop-floor presence. To see it's not landed right from the basic point of hospitality is not where we want to be."