“My recent experience at Manchester Airport was deeply distressing for both me and my 2 year old son, and the airport’s subsequent handling of my complaint has only added to that trauma.
Staff shouted at me to send my two year old son through the body scanner alone, something that cannot be reasonably expected of a two year old. He was scared, shaking and crying, yet staff insisted over and over that I needed to send him through alone. After this went on for some time, they decided they would do a full body search of him (yes a two year old). My son was having a full blown panic attack, he was crying so much that he couldn't breathe. Security staff were pulling at him, his arms, legs, turning him, swabbing him for drugs (one male officer went in his nappy without consent or prior communication). This officer also did the drugs swipes incorrectly, meaning they had to be done again.
Despite wearing a visible sunflower lanyard (for autism, ADHD, PTSD and OCD) and showing clear signs of distress (I was shaking and crying because my son was so scared, I was overwhelmed and couldn't think properly because everyone was shouting at me) no reasonable adjustments were offered. We were not guided to a quieter area, not offered appropriate support for hidden disabilities, and staff showed little understanding of how to handle a child who was visibly overwhelmed, scared and panicked. Only afterwards did I realise we had been stood right next to a quiet, private room where the search could have taken place - yet staff made no effort to use it.
This incident significantly exacerbated my PTSD and caused lasting anxiety for my son, ultimately impacting the remainder of our holiday. By contrast, we had a calm, supportive experience at Lisbon Airport, proving that reasonable adjustments can be made within security requirements when staff are trained and compassionate.
When I submitted a formal complaint, I expected it to be taken seriously. Instead, I received a dismissive response that failed to apologise properly, failed to acknowledge the harm caused, and insisted that staff had “done nothing wrong.” They hid behind regulations rather than recognising their duty of care, especially to passengers with hidden disabilities and young children. I never once stated that I wanted to be exempt from their necessary security screaming, I just wanted some adjustments and compassion.
To make matters worse, they falsely claimed to have emailed me on the 17th - an email that was never sent. They only responded after I publicly raised the issue on their TikTok page (unsurprisingly almost instantly).
Their message offered no accountability, no explanation, no empathy, and no assurance that staff will receive training in understanding hidden disabilities or supporting distressed children. They even suggested that I should arrive earlier next time to access a private search room—despite the fact that one was right beside us and never offered AND I arrived at the airport over three hours before my departure time.
This experience has left lasting emotional consequences for my family, and Manchester Airport’s refusal to acknowledge or address this failing is unacceptable. Passengers with hidden disabilities deserve compassion, understanding, and appropriate adjustments - not dismissal and excuses.
I sincerely hope Manchester Airport reviews its practices, trains its staff properly, and learns to treat families like mine with the dignity and care we deserve. As it stands, I cannot recommend this airport for anyone travelling with hidden disabilities, anxiety, or young children, and I will be escalating this matter to the relevant body.”
“Our car was damaged while in the care of their Meet and Greet parking and they refused to accept liability, actually tried to say that we'd caused the damage ourselves. Getting dashcam fitted before using them again.”
“When people arrive in plenty of time to go through security, why do the late comers who obviously leave everything to the very last minute get escorted to the front of the security check ins and cause frustration to those who then get held up in a queue and the only response from officials is that they are low on staff to process people. Terrible state of affairs on Manchester airport part.”
