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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think this is a serious error and the resolution doesn’t really cut it

438 replies

Myinterestingnewpath · 13/04/2023 08:01

Visited a well known chain restaurant, early in the week so it wasn’t busy, only about six tables tables taken. I was with my daughter, asked if I could have a table instead of a booth, as I have an assistance dog. My dog is a small/medium size, and was wearing his harness. I got asked if he was a guide dog, I said no an assistance dog. He then asked what that meant. I explained that the dog helps me with tasks that help me live my daily life. He then asked what exactly that meant. So I explained I have neurological damage after breaking my neck, and I can’t feel my fingers so drop things and the dog retrieves them. I also explained I have balance issues, so bending down without falling over is a problem. I then got asked if it was a guide dog again. I said no. He then said you can’t come in because it’s not a guide dog and you’re not blind!! I am not a confrontational person so I just said ok, we’ll just go the restaurant next door, (which is owned by the same group) as they always welcome me. The next day I rang head office and they admitted that what he did is unlawful, and they would do some staff training. Turning away a disabled person because of their equipment is a serious issue. Dogs are classed as auxiliary aids same as wheelchairs. I have been offered £20, I think they’ve got off lightly. What do mumsnetters think?

YABU-restaurants can choose who dines
YANBU-it’s discrimination

OP posts:
Thread gallery
10
pictoosh · 13/04/2023 08:07

Dunno...who were you dealing with? The manager...he should have known the craic. A part time teen waiter...being literal and doing his job.

BouncingWorms · 13/04/2023 08:08

Well it was discrimination, but I don’t think there was ill intention just an inconsiderate idiot, so training seems appropriate. Really he should have checked with a manager about if assistance dogs were allowed if he didn’t know, and if he was a manager I’d expect some kind of discipline but you wouldn’t necessarily know about that. The 20 depends on if it covers a meal in either of the restaurants, I’d want to be reimbursed that days bill.

Original poster
Myinterestingnewpath · 13/04/2023 08:08

It was a man in his late thirties/early forties

OP posts:
useitorlose · 13/04/2023 08:09

Discrimination and against the law. Go to the press if you don't mind the publicity. They'll give you a lot more than £20 then, and I know it's not about the money.

AdeIe · 13/04/2023 08:09

They've said they'll do staff training and offered you a voucher, I think they've responded well to your call. Good that you called them so they can now train their staff. I dont suppose everyone knows or understands what an assistance dog is, and if they've been told no dogs except guide dogs then it's just been a lack of understanding from them.

What would you have liked the outcome to be from your call?

Plexie · 13/04/2023 08:09

So the company has admitted the staff member acted incorrectly, said they would do staff training, and offered you £20. And you think they've got off lightly?

What do you think would be a commensurate response? Public flogging? Sack him? More compensation for you?

Original poster
Myinterestingnewpath · 13/04/2023 08:10

He did go check with a mature woman who was at the bar. No the £20 doesn’t cover the meal.

OP posts:
thefamous5 · 13/04/2023 08:10

pictoosh · 13/04/2023 08:07

Dunno...who were you dealing with? The manager...he should have known the craic. A part time teen waiter...being literal and doing his job.

Not an excuse.

They should have gone to get a manager or someone to sort it out if they were not sure; and the establishment should be making sure their staff are aware of things like this as part of their training.

Yes, I think they did get away lightly but what is it you want? An apology? Awareness? A free meal? (Not sarcasm, I would hope for some sort of compensation from them to make a point, tbh!)

I'm not disabled fortunately but my child's best friend is and even with all the 'known' stuff (wheelchair etc) access is a nightmare and I can imagine it's often harder with the less obvious stuff like this

TeenDivided · 13/04/2023 08:11

When complaining, you need to be clear what resolution you want.

I'd suggest you follow up your call with a letter explaining the issue, and what was offered, why you think it was insufficient, and what you would like instead.

Tacocatgoatcheesepizza · 13/04/2023 08:11

Surely the most important thing is that they admit they were wrong and will put things in place to ensure it doesn’t happen again?

what else do you think they can do at this point?

ZeroWorshipHere · 13/04/2023 08:11

Was your dog wearing an assistance dog jacket?

ComtesseDeSpair · 13/04/2023 08:11

The member of staff didn’t know that there are other types of assistance dogs other than guide dogs for blind people. The restaurant are going to train their staff so that they do know about other assistance dogs and other customers don’t have your experience. They offered a voucher as an apologetic gesture for your inconvenience. All sounds perfectly appropriate as a resolution to me.

coffeecupsandwaxmelts · 13/04/2023 08:12

Someone made a mistake - probably due to poor training.!The company have admitted fault and offered £20.

What is it that you actually want? For this man to be sacked? For him to apologise to you personally? I don't get it.

They messed up, apologised and offered you compensation for the inconvenience. Isn't that enough?

HeddaGarbled · 13/04/2023 08:12

Staff training seems like the perfect resolution to me.

Luredbyapomegranate · 13/04/2023 08:13

Well what do you want them to do? presumably they also said they’ll make sure the staff know in future. You weren’t massively inconvenienced because you went next door.

It would also have been sensible to say yes when he repeatedly asked you if it was a guide dog - it must have been obvious he understood a guide dog was ok, and didn’t understand what an assistance dog was.

Sirzy · 13/04/2023 08:13

Your voting options don’t reflect your actual question.

yes they where wrong (assuming it is a properly registered assistance dog) but they have accepted that and have plans in place to ensure it doesn’t happen again and staff are trained

waterlego · 13/04/2023 08:14

I think their resolution is fair, provided they are going to give training to the staff. Hopefully that training will include making sure staff know they should never ask customers for details about their medical conditions!

MeFernBradyMeFernBrady · 13/04/2023 08:14

They've admitted fault, put a plan in place to ensure it doesn't happen again and offered you compensation by way of apology and acknowledgment. What else would you like to see happen?
You can contact them again to explain what resolution you were hoping for and why you feel their response doesn't fix the problem. I'm not sure what else you think they can do.

potatowhale · 13/04/2023 08:16

Seems fair resolution although I'd have expect more of a financial resolution to encourage you to come back.

TeenDivided · 13/04/2023 08:16

I also wouldn't be surprised if this is a one off experience for the OP.
It would get pretty tiring pretty quickly if she gets turned away from places on a regular basis.

A £20 voucher give away doesn't give the organisation any incentive to try to train all staff better in all relevant areas. It is cheaper to not train then give away £20 to anyone who complains.

So a complimentary 3 course meal for 2 including soft drinks might enforce the point better than a £20 voucher (that probably requires the OP to spend more money anyway t make a meal.)

Original poster
Myinterestingnewpath · 13/04/2023 08:16

Plexie · 13/04/2023 08:09

So the company has admitted the staff member acted incorrectly, said they would do staff training, and offered you £20. And you think they've got off lightly?

What do you think would be a commensurate response? Public flogging? Sack him? More compensation for you?

That’s an interesting jump to public flogging. I think the cost of a meal for two would’ve been more appropriate.

OP posts:
potatowhale · 13/04/2023 08:17

You're the one it happened to though - what do you think would be fair?

midgemadgemodge · 13/04/2023 08:17

How awful

And I would have thought a free meal and a chance to see they had made the changes would also be appropriate

matisses6fingers · 13/04/2023 08:17

What is it you want out of this?

potatowhale · 13/04/2023 08:17

Myinterestingnewpath · 13/04/2023 08:16

That’s an interesting jump to public flogging. I think the cost of a meal for two would’ve been more appropriate.

Show quote history

Ah i see. Then don't accept their offer and ask for a meal for two.