A 60-year-old woman with vision issues and heart failure was left distressed and humiliated after staff at Manchester's Etihad Stadium labelled her a 'security risk' during a Take That concert on June 20, 2026.
Pre-arranged accessibility fails
Bronte Thomas, from Warrington, bought last-minute tickets costing £350 for herself and her mother Michelle to attend the Take That Circus tour. Michelle, who cannot walk long distances due to her conditions, prompted Bronte to email the venue in advance for accessibility information. They had previously visited the AO Arena and praised its accessibility support as 'amazing'.
In an email seen by the Manchester Evening News, the Etihad's access team confirmed wheelchairs would be available and could be collected from accessible doors and returned after the concert. However, upon arrival, Bronte described the scene as 'mayhem', taking 90 minutes to secure a wheelchair.
Escalation and humiliation
The pair initially went to the wrong car park but were allowed inside after explaining Michelle's condition. Their car was searched by sniffer dogs, and they waited 25 minutes while stewards promised a wheelchair. They were then directed to a welfare tent area, where staff were unaware of their arrival.
Video footage shows a staff member telling Bronte and Michelle they were a 'security risk', with police officers standing by their vehicle. 'The supervisor was apprehending my mum and saying we were a security risk,' Bronte said. 'By this point, I was frustrated. We were missing the support acts. Nobody knew what was happening.'
Michelle was left crying and felt her disability made her a burden. After 90 minutes, a wheelchair was finally provided, and the pair took their seats on the first row from the ground. Despite the good view, the experience was tarnished.
Impact on family
'My mum doesn't have a lot of time. She is very poorly, so we are making these important memories now,' Bronte said. 'Moments like this stop mum's breaks to normal life and knock her confidence. It needs to be raised. My mum was crying for the first part of the evening and missed most of the first and second acts. She was so mortified and humiliated.'
The Manchester Evening News contacted Manchester City, which operates the Etihad, but the club declined to comment. It is understood they are in touch with Bronte following her complaint after the show.
