Case 167 - A cinema customer was refused a glass of tap water, but could purchase bottled water


A cinema customer asked for and was refused a glass of tap water at the concession counter of a cinema on the grounds of health and safety. The position was restated to the customer by the manager who explained that the tap water in the cinema was not drinkable. Bottled water was available for customers to purchase.

Panel decision

This is yet another of poor customer service/lack of communication masquerading as health and safety. The cinema in question has confirmed that it has a drinking water dispenser, and the enquirer should have been directed to that unless there was a specific problem with the water supply on the day in question.