As the Weston Mercury previously reported, Shaun Rowlands accused Cineworld of “abandoning” his 15-year-old son after a fire alarm sounded at the company’s Weston-super-Mare cinema on June 20.
Mr Rowlands said his son, who uses a powered wheelchair and has Duchenne muscular dystrophy and learning disabilities, was left feeling scared after staff appeared unsure how to help wheelchair users.
Now, responding to a complaint from Mr Rowlands, Cineworld has acknowledged a series of failings raised by the father.
An “urgent review” has been launched at Cineworld Weston-super-Mare (Image: Google)
In an email sent on July 25, a customer service representative said: “We are very sorry to hear about your son’s experience during the evacuation alarm and fully appreciate how distressing and frightening this must have been for both him and his carer.
“We sincerely apologize for the lack of clear guidance, communication, and support provided during the incident.
“It is particularly concerning to hear that they were directed towards a stairwell, received little assistance from staff, were left without information regarding the nature of the alarm, and were unable to contact anyone via the refuge room intercom.
“We understand why this caused significant anxiety and concern, especially given your son’s mobility needs and medical condition.”
The company said Mr Rowlands’ complaint had been passed to cinema management for an “urgent review”.
A father complained his disabled son was left feeling scared during an evacuation (Image: Google)
The email continued: “Please be assured that your feedback has been forwarded in full to the cinema management team for urgent review.
“The issues you have raised regarding staff training, wheelchair evacuation procedures, accessibility signage, refuge room communication, and emergency response protocols will be investigated with the appropriate teams.”
Cineworld thanked Mr Rowlands for his feedback and said it “sincerely regret[s]” that the visit resulted in “such a distressing experience”.
In an earlier statement to the Weston Mercury, the company said it was sorry for any distress caused and that all employees receive mandatory and refresher evacuation training.
It also said it was working with the local fire service to identify any further lessons from the incident.
The Weston Mercury has previously contacted the fire service for comment.
