Wetherspoons issued an apology following an incident where a visually impaired man and his family were asked to leave a pub due to his guide dog. Tom Gray, accompanied by his family, visited the Palladium Electric Wetherspoons on March 8 to celebrate his daughter’s birthday. Despite ordering food, they were approached by a staff member who insisted they depart.
The staff member cited that only accredited assistance dogs were allowed on the premises, disregarding the fact that guide dogs do not require specific accreditation according to the Equality Act 2010. Wetherspoon’s policy permits trained guide dogs and accredited assistance dogs, except for other animals.
Tom, who is severely visually impaired, attempted to clarify the situation by providing information about his guide dog, Lulu, but the staff member remained adamant about their departure. Despite offering to contact The Guide Dogs for confirmation, the staff member declined and escorted Tom out of the pub.
Expressing his disappointment, Tom stated that he will not revisit a Wetherspoons establishment anytime soon and is still awaiting his refund. Following media outreach, Wetherspoons acknowledged the incident, issued an apology, and confirmed that Tom has been refunded.
In response to the incident, a Wetherspoons spokesperson emphasized that guide dogs and accredited assistance dogs are welcome in their pubs without the need for proof or detailed training information. The spokesperson also extended an invitation for the customer to directly address any concerns with their customer services team.