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

[Myinterestingnewpath]

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

Some people don't see the merit in running to the press when a business has admitted their fault and committed to staff training. You can find the actions of the staff members ignorant and can see how awful it is for the person being discriminated against without wishing for the business to be dragged in the media. Plenty of more proactive things to be doing.

I voted YABU. You are reasonable to have complained however wanting further compensation YABU.

This^
Surely your number 1 priority is to make sure staff are trained so this doesn't happen again?

For one off mistakes of this sort where there was a slightly unpleasant interaction and no real loss and the company take steps to ensure it doesn’t happen again - I think this is more than adequate as redress in terms of harm done, though it’s not particularly generous and wouldn’t encourage me to see them in a particularly good light if it had happened to me.

The issue is whether they actually put effective training in place. We could do with there being somewhere that monitors incidents so that companies that continually make mistakes are cracked down on.

Well considering it’s a breach of the Equality Act and they’d be liable for a much heavier fine if the OP pursued it, of course they got off lightly! Twenty pounds is a miserable token amount. They should have least offered the cost of a meal for two. It should be a basic element of staff training, especially for a well-known chain.

Is it no real loss @NumberTheory if this happens to you almost every day of your life?

What outcome would you like op?

I'm sure that you could take it further, but what would you be hoping to achieve?

@Tarantullah - not just ignorant. Illegal.

This has the potential to be the start of the exact same debacle as TWAW. Starts off with a few genuine TW asking for rights, rights granted, then utterly exploited by entitled arseholes. Same could happen here. Training changed to make sure all staff members allow assistance dogs (as they should be), then signs put up everywhere, then entitled arseholes decide (not you op!!) they want their dogs everywhere and pretend.

Sorry I can see that you've already answered this.

Yes they could have offered you a meal for two, along with staff training and assurance that it won't happen again.

£20 is a joke, tell them you want a free meal for your party.

Sounds like a good outcome? They apologised, are now going to train the staff and you got £20 towards a meal which is great. What more do you want ?

I think in your position I would have booked a table specifically in a booth, and explained that I was bringing my certified assistance dog with me, as well as the other diner.

then they could have turned you down or much more likely, have been waiting to welcome you and your furry friend.

Well, I presume you don't feel minded to return to the restaurant, so a £20 voucher isn't going to cut it.
A free meal-for-two might, perhaps?
For me, I wouldn't go back at all but I wouldn't be interested in naming and shaming them publicly either. They're not to know that though, so I would have thought a better "compensation" offer would have been prudent for them.

They were obviously in the wrong and it sounds like the waiter will definitely learn this. I hope you don’t have to go through that experience again. I’d also say in future or for anyone to decide what you want in terms of compensation before you make contact but I can see why you might have felt too upset by what happened.

Who is your assistance dog trained and registered with? Is it ADNI? Did you have your assistance dog ID? Can the charity who trained the dog support with the access refusal?

Unfortunately many self trained ‘assistance dog’ owners have caused this issue. They’ve taken the piss to bring their pet places and it puts actual assistance dog owners at risk In restaurants/public places.

I think you are being a bit overzealous tbh, I'd let it go.

As other pp have said, the increasing popularity of 'emotional support animals' which are essentially pets is meaning businesses are on the look out for people trying to bring pets into their premises.

That's not too say that I don't think people can benefit from an emotional support animal but if they are going to bring them into spaces that other animals are not allowed, they should be properly trained.

I think the fact that you were rightly making a distinction between a guide dog and an assistance dog was translated by the staff member as guide dog (legally allowed registered support dog) and assistance dog (my pet I brought cos I want to).

The company has stated they were in the wrong and offered compensation. If you don't think it's sufficient, email them 🤷🏻

Yeah, sure it's not about the money

Unfortunately, so many claiming their dogs are assistance dogs or emotional support dogs when, in fact, they are pets, often barely or loosely trained, that it leads to this type of situation. The OP thought it was obvious, but the staff member may not have thought so, particularly if his experience is that people try it on..
I have a dog, and my DH is disabled. Our dog is in no way an assistance dog, I did consider looking into it and she can do some 'helpful' tasks but I would never ever try to pass her off as an assistance dog barking at other dogs would give it away anyway 😉 You would be surprised at the number of people who have suggested to me getting her a harness with assistance on it to get her into places. 🤔

I am not selecting an option, because your options aren't related to your original question.

I think the most important thing to come out of this is the training to the staff members. You weren't significantly inconvenienced, as you said, you went next door. And you could have stood your ground and told him that what he was doing was illegal, but you said nothing and left.

Accept the voucher or don't. But they have done the most important thing - apologised and put into place training to make sure it doesn't happen again. That would be what I was looking for when I put in the complaint. But then I would also have made the point there and then to the waiter that what they were doing is illegal.

The reason I haven’t named the restaurant is I don’t want to name and shame. I accept that people make mistakes and I don’t believe in the one strike you’re out mentality. I agree that the extra training of their staff is a good outcome. I also didn’t mind explaining what my dog does for me and why. I understand that not everyone would be comfortable with discussing their disability. My dog is trained by myself, but he has to pass exams. I have years of experience in dog training, especially the retraining of rescue dogs. I have previously competed nationally in obedience competitions. I got this dog as a puppy and he knows his job and place when out in public places.

I feel very sad and annoyed for you that you faced such discrimination, op. That was sheer ignorance and I am shocked that people don't know about service dogs in this day and age. However one person obviously didn't (does now).

It's good that you complained and that you received an apology plus the £20. The chain will make sure their staff are properly trained about such issues now. We must never be backward in coming forward when we witness discrimination.

All in all a good result. Please don't be downhearted, it's over now and you can move on with more confidence. All the very best to you.

Did you show the restaurant his official registration/ID? That is key here as to whether any discrimination has taken place or not.

I too am very sorry that you differs this discrimination and am pleased you phoned head office. Hopefully all their staff will be given the appropriate training.

I also think the £20 was an insult. They should have offered you enough to cover a meal for two, at the very least.