Under the Equality Act 2010, service providers must make reasonable adjustments so disabled people aren't put at a substantial disadvantage, and the duty is anticipatory, meaning venues should think ahead rather than wait for a complaint. In practice that can mean step-free access or a portable ramp where possible, accessible toilets that aren't used as storage, enough space between tables for wheelchairs, menus in large print or readable on a phone, and quieter tables for guests with sensory needs. Assistance dogs must generally be admitted, including in dining areas, and refusing them is a common and avoidable breach.
Staff awareness makes the biggest difference: asking how they can help, speaking directly to the guest rather than a companion and knowing the building's facilities. Hidden disabilities matter as much as visible ones. Clear access information online, such as photos of the entrance, details of steps and toilet dimensions, saves disabled guests anxious phone calls and often wins their custom and loyalty.
What we ask on the show
- What's the simplest accessibility fix most venues are missing?
- How do you train staff to help without being patronising?
- Have you ever had to explain the law on assistance dogs to a colleague?
- What should every venue's access page say?