Wetherspoon has issued an apology after a blind customer, Tom Gray, 36, was reportedly escorted out of The Palladium Electric pub in Midsomer Norton along with his guide dog, Lulu.
Tom, who is registered as severely sight impaired, was enjoying a lunch with his family on Sunday when a staff member approached and demanded proof of Lulu’s training and accreditation. Despite pointing to Lulu’s clearly labelled collar and lead displaying the Guide Dogs UK registration number, and offering the option for staff to contact Guide Dogs UK directly, the manager insisted they comply with company policy.
Tom described the incident, saying, “We pointed out that it is against the law to refuse entry to a guide dog and that such discrimination against a visually impaired person is illegal. However, the manager still told us to leave and escorted me out of the restaurant.” Before escorting them out, the manager offered to package their food as takeaway — a suggestion Tom declined.
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Outside the pub, Tom and his family photographed the sign indicating that guide dogs are welcome, but the manager refused to engage further. Tom criticized the staff’s lack of understanding, urging Wetherspoon to improve training about legal obligations towards disabled customers. “We will not be returning anytime soon,” he added.
According to the Equality Act 2010, businesses are required to make reasonable adjustments to accommodate disabled individuals, including allowing guide dogs access. Wetherspoon’s policy confirms that trained guide dogs and assistance dogs with accredited training from Assistance Dogs UK member organisations are welcomed, and explicit proof of training is not required.
Following the incident, Wetherspoon offered Tom a refund and issued an apology. A company spokesperson stated, “We welcome all guide dogs and assistance dogs with accredited training into our pubs and do not require proof of training. We apologise to the customer for the experience and encourage him to contact our customer services team so we can address his concerns directly.”