Why was a trans woman denied fitting room access at Zara BGC?

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A Trans Woman Was Denied Fitting Room Access at Zara BGC Due to Staff Concerns About Potential Complaints

Louis Marasigan, a trans woman, was prevented from using the women's fitting room at Zara's Bonifacio Global City (BGC) branch in Manila. An employee reportedly cited the possibility of receiving complaints from other customers as the reason for denying access, despite the fitting rooms being unoccupied at the time.
Incident Details and Public Reaction

The incident occurred when Marasigan attempted to try on clothes she had purchased. According to her account, the Zara employee not only denied her access to the women's fitting room but also suggested she use the men's fitting room instead. Marasigan, who is also a municipal councilor in San Juan, Batangas, subsequently shared her experience on TikTok. The video detailing the encounter went viral, garnering 1.8 million views and 121,300 reactions, bringing significant public attention to the issue.
Employee's Justification for Denial

During the interaction, the employee expressed concern that allowing Marasigan to use the women's fitting room might lead to complaints from other patrons. This statement was made even though no other customers were using the fitting rooms at that moment. Marasigan also shared in a separate TikTok video that the staff addressed her as "sir," contributing to her distress during the experience.
Zara's Response and Apology

Following the widespread attention generated by Marasigan's TikTok posts, Zara reached out to her approximately two days after the initial video was uploaded. A representative from the brand engaged in a lengthy conversation with Marasigan. As part of their response, Zara extended an apology for the incident and invited Marasigan to visit the store again. The brand also extended an invitation for her to observe their staff's gender sensitivity training sessions and to provide feedback for potential improvements.

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Why was a trans woman denied fitting room access at Zara BGC?

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