The issue addressed by the myth buster panel in case 227 concerned
provision of gluten-free hot chocolate. 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 health and safety regulations
prevented them accommodating special dietary requirements.
The panel’s 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’ too.
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