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Case 227 - Gluten free hot chocolate can not be served due to health and safety regulations


The enquirer was due to travel on a seasonal promotion activity run by two connected steam heritage railway organisations. The passengers take a steam train ride with staff in a variety of character costumes etc. with cookies and hot chocolate being served as part of the experience. The enquirer sought information about whether the served hot chocolate was gluten free and was told that H&S Regulations prevented them accommodating special dietary requirements.

Panel decision

The organisers of this seasonal train ride are either unwilling or unable to accommodate specific dietary requirements and are using health and safety as an excuse for poor customer service. Citing health and safety regulations is not only a poor excuse but also wrong. In this instance it has left a customer out in the cold.