Wetherspoons have issued an apology to a trans teenager who was reduced to tears when staff refused to serve her.
Savanna Galloway, 19, was left feeling humiliated when staff at The Counting House on George Square in Glasgow refused her service on Tuesday.
A dispute between bar staff and the teen erupted when they asked her to prove her age and she presented her passport as proof.
The staff are then said to have refused Ms Galloway service claiming she did not look like the photo in her passport.
The rejection came after the teen had already been asked for ID by the door staff and she had been granted access after presenting the same passport and explaining that she was a trans woman.
GlasgowLive report that Ms Galloway’s humiliating experience began after she ordered a drink to her table via the Wetherspoons app, and a barman demanded ID when he arrived to deliver the drink.
He allegedly told the teen “that’s not you” when she presented her passport, and summoned a manager who followed his view.
Ms Galloway is said to have explained to staff that she is trans and even offered to remove her wig as proof, but the staff continued to refuse her explanation.
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She told GlasgowLive: "I felt horrible. I didn't want to cry… I waited till [the staff left the table] before I left in tears.
"I was lucky enough to be with friends, and that we were in a private area – but if I was rejected in front of loads of people I think it would have felt even worse.
“A few times I've gone in [to other pubs] and they've said 'that's not you', but my voice isn't very feminine so when I speak it clears up the fact that I am trans, and I tell them that I am too."
A spokesman for Wetherspoons has vehemently apologised, saying the company is "wholeheartedly” sorry “for any distress caused".
The spokesman said: "Because the staff member believed the customer concerned to be under 25, the customer was asked for ID when drinks were taken to the table after being ordered via the app.
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"The picture on the customer's passport did not bear a resemblance to her and therefore she was asked for another form of acceptable [photo] ID, which unfortunately she could not produce.
"The manager stated correctly that the customer would not be served the alcohol ordered as she did not have ID with a true likeness to her and the cost of the drinks was refunded.
"The incident has shown that providing ID for transgender customers may present difficulties and we will review our processes in the area."
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