⭐☆☆☆☆
⭐☆☆☆☆ I attended I’m Every Woman: The Chaka Khan Musical at the Troubadour Wembley Park Theatre on 24 July 2026, and unfortunately my experience as a disabled customer was extremely disappointing. Before the performance, I contacted TodayTix to request a reasonable adjustment under the Equality Act 2010. Because Bruno Mars was performing at Wembley Stadium on the same evening, I explained that the huge crowds would significantly affect my ability to travel safely due to my disabilities. I asked if my tickets could be transferred to another performance. Despite sending a follow-up email, I received no response at all. Sadly, everything I had warned about happened. The journey to Wembley was already much more difficult because of the stadium crowds, and when I arrived at Wembley Park Underground Station I found the lift out of service, creating another accessibility barrier before I had even reached the theatre. At the theatre there was no priority security lane, no accessible entrance, no accessibility host and no member of staff offering support, despite me being visibly disabled and wearing a Hidden Disabilities Sunflower lanyard. Inside, the theatre was difficult to navigate. The building is very dark, signage is limited, wayfinding is confusing and very few staff were available to help. My ticket simply said “Stalls” and I was never informed beforehand that this required negotiating steep stairs. When I explained that I was disabled and asked what assistance was available, I was simply told I would have to use the stairs. No alternative was discussed and no assistance was offered. The accessible toilet situation was particularly poor. One accessible toilet was locked, while the other had a broken lock, resulting in people repeatedly opening the door whilst I was using it. It was humiliating and completely undermined the privacy and dignity that accessible facilities are supposed to provide. There also appeared to be no monitoring to prevent non-disabled customers using the accessible toilet simply to avoid the main queues. During the performance, a nearby member of staff had a radio that repeatedly emitted loud beeps, static and conversations, which distracted both me and those around us. Late arrivals also continued entering the auditorium for a considerable time, using phone lights and disrupting the performance. After the show there was once again no accessibility support, despite the predictable congestion caused by Wembley Stadium emptying at the same time. Accessibility is about much more than providing a wheelchair space. It should cover the entire customer journey, from booking and travel through to leaving the venue safely. Unfortunately, I encountered avoidable barriers at almost every stage. I hope the theatre reviews its accessibility policies, improves staff training, better protects accessible facilities and develops proper plans for performances taking place alongside major Wembley Stadium events. Disabled customers deserve much better.