Key facts
- A family with a son who has severe food allergies was refused entry to a Pizza Express.
A mother reported that her son, who has severe food allergies, felt blamed when their family was denied entry to a Pizza Express because they brought his own food. The restaurant chain has since apologized for the incident.
The incident highlights challenges faced by individuals with severe food allergies when dining out and raises questions about restaurant policies and staff training in handling such situations. It underscores the importance of empathy and clear communication from businesses to ensure inclusivity for all customers.
A family was reportedly refused entry to a Pizza Express restaurant because they brought their nine-year-old son's own food, which he requires due to severe allergies. Hazel, the boy's mother, stated that her son Francis, who is allergic to cow's milk, coconut, lentils, nuts, and other items, felt it was his fault they could not dine together.
The incident occurred on Friday when the family, returning from a holiday, stopped at the South Mimms M25 services in Hertfordshire. Hazel explained that they always carry their own food, cutlery, and utensils for Francis's safety. However, staff at Pizza Express allegedly denied them entry, citing concerns about controlling allergens within the restaurant.
Pizza Express has since apologized for the experience, stating that inclusivity is central to their operations and that the situation did not reflect their policies. The company acknowledged that their policy, which allows customers with specific allergies to bring their own food under certain food safety controls, was not correctly implemented on this occasion. They have contacted the family directly to offer their apologies and reportedly offered them the chance to dine at another Pizza Express location where staff would accommodate Francis's allergies.