A fire service investigation into a complaint about an evacuation at a Weston-super-Mare cinema identified an issue with a panic exit, the Weston Mercury can reveal.
Avon Fire & Rescue Service visited Cineworld in Weston-super-Mare on June 26 after concerns were raised about an incident involving a disabled teenager during an evacuation.
The visit followed a complaint from Shaun Rowlands, who said his 15-year-old son was left frightened after staff appeared unsure how to help him when a fire alarm sounded at the cinema on June 20.
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In a statement, Avon Fire & Rescue Service said officers assessed the concerns raised during a visit to the cinema.
A spokesperson said: "Following a complaint, our Business Fire Safety officers visited the premises on June 26 to assess the concerns raised.
"During the visit, officers identified an issue with how a panic exit was operating and discussed this with site management.
"The regional manager has confirmed that further staff training and internal enquiries will be undertaken."
The service said Cineworld had previously been found compliant with the Regulatory Reform (Fire Safety) Order 2005 during a Business Fire Safety audit carried out in 2024.
The update comes after Cineworld apologised to Mr Rowlands and said it had launched an "urgent review" into the incident.
As previously reported, Mr Rowlands said his son, who uses a powered wheelchair and has Duchenne muscular dystrophy and learning disabilities, was attending a screening with his carer when the alarm sounded.
He claimed the pair followed exit signs but found themselves at the top of a stairwell before returning to the foyer, where staff appeared unsure how to assist them.
According to a complaint sent to Cineworld, they were eventually directed to a fire refuge room but were left without information about the nature of the alarm and were unable to contact anyone using an intercom inside the room.
In an email sent to Mr Rowlands, Cineworld said it was "very sorry" about the experience and acknowledged concerns about guidance, communication and support during the evacuation.
The company said issues relating to staff training, wheelchair evacuation procedures, accessibility signage, refuge room communication and emergency response protocols would be investigated.
In an earlier statement, Cineworld said all employees receive mandatory and refresher evacuation training and that it was working with the fire service to identify any lessons from the incident.
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