A family from Halesworth, Suffolk, was refused entry to a Pizza Express restaurant at the South Mimms M25 services in Hertfordshire on Friday because their nine-year-old son, Francis, had his own food due to severe allergies.
Hazel, 41, Francis's mother, stated that her son blamed himself for the incident. Francis is severely allergic to cow's milk, coconut, lentils, and nuts, among other things, and the family typically brings his own food, cutlery, pans, and utensils when dining out.
Pizza Express staff reportedly told the family they could not allow them in as it meant they could not control allergens in the restaurant. However, Pizza Express has since apologised, stating that inclusivity is at its core and they were "very disappointed to learn of this isolated incident."
The company confirmed to the BBC that their existing policy allows customers with specific allergies to bring their own food into their premises, subject to food safety controls, and acknowledged that this policy was not implemented correctly on this occasion. Pizza Express has been in direct contact with the family to apologise.