On a recent trip to the Morrisons Daily store in Canterbury, Caroline Kennelly, a 54-year-old grandmother, faced an upsetting situation.
She was turned away at the door with her guide dog, Dougie, a golden retriever, due to the owner’s severe pet allergies.
This incident left Caroline on the verge of tears, frustrated and shocked by the store’s refusal to let her in.
Store Policy vs. Legal Rights
When Caroline arrived at the store on the Saxon Fields estate in Wincheap, she was confronted by three signs stating that no pets were allowed.
The signs were there because the store’s owner reportedly has “severe pet allergies.”
However, under equality laws, it is illegal for any business to refuse entry to someone with a guide dog.
Despite this, the employee behind the counter insisted that Caroline and her assistance dog leave.
“I stood there in disbelief,” Caroline recalled. “I said, ‘You are breaking the law.
You can’t refuse me entry.’ But he wouldn’t listen.”
Caroline, who has just 3% of her vision due to a rare condition known as retinitis pigmentosa, was trying her best to remain composed, but she was visibly shaken.
The Emotional Impact
As a legally blind person for more than 20 years, Caroline relies on Dougie to help navigate the world around her.
The moment she was turned away, she felt as though her rights were being disregarded.
“I was nearly in tears,” she said. “It’s intimidating and discriminatory.
You want to stand your ground, but inside you’re falling apart.” This incident left her questioning her safety and independence, even though she’s a strong person who has faced challenges throughout her life.
A Lack of Resolution from Store Management
After the incident, the store manager insisted that the policy of banning dogs, including assistance dogs, would remain in place.
However, the manager offered to have a staff member assist Caroline with her shopping instead. This solution didn’t sit well with her, as it felt like a concession rather than a proper solution.
Morrisons’ higher-ups acknowledged that the situation shouldn’t have happened and are now working to resolve the issue.
While it’s been made clear that the family working at the Morrisons Daily franchise store all have severe allergies, which gives them some legal grounds to restrict pet access, this doesn’t extend to denying guide dogs.
The Equality and Human Rights Commission emphasizes that businesses must take reasonable steps to accommodate workers with allergies but that banning all assistance dogs is not one of those reasonable steps.
The Importance of Assistance Dogs
For Caroline, Dougie is much more than just a pet; he’s her lifeline.
Since getting him six years ago, her life has completely changed.
Dougie helps her with daily tasks and gives her the freedom to live independently, allowing her to navigate the world without fear of getting lost or being dependent on others.
“Dougie is my best mate,” she said, expressing how important he is to her well-being.
Luckily, a friend of Caroline’s was able to help her by purchasing groceries for her, but the experience has shaken her confidence.
She now worries about facing similar treatment in other stores, which could make it harder for her to access the services she needs.
What’s Next?
Morrisons has stated that they are working closely with the franchise store to find a solution that works for everyone.
In the meantime, Caroline hopes that the company will implement a future policy that ensures guide dogs are allowed entry, protecting the independence of people like her who rely on assistance dogs for daily life.
The Equality and Human Rights Commission’s stance is clear: while businesses must make reasonable accommodations for allergies, banning guide dogs is not a reasonable step.
This situation highlights the need for more awareness and sensitivity towards those who rely on guide dogs for their mobility and independence.