During this festive season, while many delight in holiday activities and getting together with friends, family and colleagues, guide dog owners face the risk of being denied access to businesses and services.
A staggering 72% of guide dog owners have faced access refusals in the past year alone, including 41% turned away from food and drink premises, which raises urgent concerns about inclusion at a time of year when many are gathering to celebrate. Almost 90% of guide dog owners report they’ve been denied entry to restaurants, taxis, shops, and other venues at some point – these denials are not only illegal but also deeply harmful, leaving many feeling isolated and anxious.
Ruby Jay, a 29-year-old guide dog owner from Colchester, knows this struggle all too well.
“I’ve been illegally refused access around 25 times in the last year because I have a guide dog. It’s embarrassing being treated like a second-class citizen, and each refusal knocks my confidence and gives me a whole new level of anxiety. I’m scared to visit new places and have decided not to attend my Christmas party this year because I can’t bear the thought of an access refusal.”
Ruby’s experiences highlight a broader issue: the negative impact on the mental health and social lives of guide dog owners. In fact, 89% of those who have been refused access report that it has negatively impacted their social lives, with many changing or limiting their plans to avoid further discrimination. Shockingly, half of guide dog owners also reported being treated disrespectfully, and 30% experienced aggressive behaviour during access refusals.
One of the key factors behind these discriminatory practices is a lack of awareness among businesses and their staff. Guide Dogs’ research found that 72% of workers who interact with customers have not received training on the rights of assistance dog owners, which underscores the need for better education and awareness among businesses.
The law is clear: guide dog owners have a legal right to enter any business open to the public, without being segregated or charged additional fees, yet 39% reported being asked to sit in a ‘pet-friendly’ area and 22% were charged extra.
Eleanor Briggs, Head of Policy, Public Affairs & Campaigns at Guide Dogs, emphasised the importance of making this festive season a time of inclusion:
“December is a time of year when many enjoy Christmas shopping and gathering with friends, family and colleagues in restaurants, pubs and other hospitality venues. Guide dog owners face the possibility of being turned away from businesses and services. Refusals are nearly always illegal and can cause profound isolation, which is a particular concern around the festive period.”
Guide Dogs wants businesses to embrace this season as a time of inclusion and educate staff on the rights of assistance dog owners. Training and awareness are essential to preventing discrimination and making everyone feel welcome this holiday season.
For more information about access refusals, visit our Open Doors campaign page.
