Wetherspoon bosses have defended refusing to serve a disabled woman who brought her assistance dog into one of its pubs.
Louisa Nerssessian, who suffers from hypermobility and uses a wheelchair, was about to eat with a friend in The Saxon Shore in Herne Bay when she was challenged over her shih tzu, Barli.
A member of staff told them they would not be able to stay in the venue as the company’s policy is to only allow dogs trained by Assistance Dogs UK-accredited organisations.
There is a sign in the pub window warning customers of this.
But Ms Nerssessian explained to the worker that the Equality and Human Rights Commission says assistance dogs can be owner-trained and any breed.
“I’ve trained him myself, and by the law, that’s legal,” explained the 42-year-old.
“I don’t blame the guy for challenging me, but he wouldn’t listen to me. He was so focused on the fact that it was a policy, and he thought that his policy superseded the law.”
She added: “A lot of us do struggle with anxiety around having an assistance dog.
“We’re worried about people touching them, if we’re going to get told off or if we can’t go in places.”
Ms Nerssessian says she suffers from the symptoms of Ehlers-Danlos syndrome – such as sudden increases in pulse rate and severe anxiety – but is waiting on an official diagnosis.
The Herne Bay resident, who volunteers at The Activity Box studio in William Street, trained Barli to help her manage.
She says the dog is her lifeline and without the 11-year-old pooch by her side, she likely wouldn’t leave the house.
The Equality and Human Rights Commission (EHRC) says “it would be unlawful to refuse a service to a disabled person accompanied by an assistance dog except in the most exceptional circumstances”.
But when approached by KentOnline, Wetherspoon said it was important for employees to be able to “apply a consistent and easily understood policy”.
Eddie Gershon, spokesman for the pub chain, told KentOnline: “Wetherspoon has a long-standing no-dogs policy in its pubs.
“Customers with trained guide dogs and assistance dogs with training by Assistance Dogs UK-accredited organisations will be allowed entry with their dogs.
“Our pubs are extremely busy places.
“In the interests of all concerned and particularly for the health and safety of staff and customers, it is very important that only trained dogs be allowed on our premises, and equally, that our employees can apply a consistent and easily understood policy to ensure that this is the case.
“We therefore believe the approach we have adopted constitutes a reasonable adjustment to our no dogs policy.”
The Guide Dogs charity says it has received numerous reports of incidents where service providers, including Wetherspoon, are requesting proof from owners that their guide dog has been trained by an ADUK member organisation.
However, bosses at ADUK – a coalition of assistance dogs charities – are in discussions with senior managers at the chain to question this policy.
The EHRC says assistance dogs should not be treated as a pet but as an “auxiliary aid”.
It also notes they can be owner-trained and any breed, as long as they will not wander freely, will sit or lie quietly near their owner.
This is protected in the Equality Act 2010, which says it is unlawful to discriminate against disabled people.
