London Daily

Focus on the big picture.
Wednesday, Dec 17, 2025

Abuse leaves hospitality staff at 'breaking point'

Abuse leaves hospitality staff at 'breaking point'

Hospitality staff say frustrated customers have left them demoralised and upset with some at "breaking point".

The sector is facing staff shortages, with travel restrictions causing more people to holiday in the UK.

Some staff in Cornwall said they were worn down by being sworn at and threatened with violence when restaurants were full or food delayed.

UK Hospitality "urged all customers to treat staff with respect".

Visit Cornwall estimated there were about 30,000 more visitors to the county this season than the usual peak of 180,000


Emily Gimblett, 20, a Newquay waitress, pleaded on social media for "common decency" after she said a customer made her cry.

"She was really, really moody and I just cried.

"I had already been reduced to nothing that day... It's like a lose lose situation," she said.

"I have never seen it this busy, it is ridiculous... The amount of staff we have can't cope with the influx.

"What you say to someone can ruin their whole day. We're still a person... We're tired."

Ms Gimblett said customers were angry and she had "reached breaking point".

She said people on holiday were annoyed that "everywhere is fully booked every night" while staff were worn out working long shifts.

Jamie-Lee Job appealed to customers to "be kind"

Ms Gimblett's employer Steve Young, owner at the Quintrell Inn, said it was the "busiest ever season" in his eight years there, and while many customers were polite and patient, abuse had "gone up an octave".

He said it was a combination of some tourists as well as some locals that were "difficult".

"A vile group of blokes came in and one just flipped out and tried to attack me when I told them we couldn't fit them in," he said.

Industry bodies say one in five hospitality workers have left the sector during the coronavirus pandemic, with further shortages caused by workers being "pinged" and told to isolate by the NHS app.

Catering businesses in some UK tourist resorts are experiencing further pressure, with reportedly busier seasons due to restrictions on travelling abroad.

'Customers have cabin fever'


Jamie-Lee Job, owner of The Summer House restaurant overlooking the beach in Perranporth, said customers since the pandemic were "a lot more aggressive" and it was "demoralising".

"Customers at the moment have a cabin fever about them.

"People seem to have lost their sense of humanity.

"No-one wants to work in hospitality at the moment - it's relentless."

Staff shortages have meant they have had to close until 28 August when they will be open for drinks.

Restaurants in Cornish resorts like St Ives are largely booked up, some visitors said

But one Newquay man, who wished to be anonymous, said eating out had become more stressful for customers, and that abuse "reflects both ways" in the town.

"We have had awful attitudes from some staff.

"No matter what the reasons, courtesy should be given at all times," he said.

Visit Cornwall estimated there were about 30,000 more visitors to the county this season than the usual peak of 180,000.

In Devon, Brian Todd, who was on holiday in Woolacombe, told the BBC he was disappointed to queue for more than one hour to buy pizza.

"There's either a lack of food or a lack of staff... It's all pre-bookings... But you've just got to get on with it," he said.

'Rushed off our feet'


Tegan Cluett, 21, a holiday park waitress in Cornwall, said: "We've had people waiting for one hour and 20 minutes for food.

"I feel bad for them, but we've had some really threatening people.

"We've had people shouting loudly... One man knocked over all the drinks on the table on purpose," she said.

"I can't stress how rude some of them are and we are rushed off our feet.

"They swear at us and I think thank God I am wearing a mask as I am going bright red in the face... I have felt like crying," she said.

In busy resorts many if not all restaurants are booked up for weeks in advance, staff said

Malcolm Bell from Visit Cornwall said: "The peak weeks have been more challenging with staff shortages and staff being off with the virus or being 'pinged'".

He urged visitors to "plan and book ahead" and have "understanding, tolerance and respect" for staff.

Mr Bell pointed out there are a "stunning" range of quieter places to visit in Cornwall outside the main resorts.

Kate Nicholls, chief executive of industry body UK Hospitality, said: "After such a difficult 18 months for staff in the hospitality sector, this behaviour is shocking and completely unacceptable.

"I urge all customers to treat hospitality staff with respect."

Jo Causon, CEO of The Institute of Customer Service warned customer-facing workers who receive abuse "often end up taking time off sick or leave the industry".

"Businesses can help by communicating openly and honestly and training service staff to deal with the different scenarios they are likely to face," she said.

"Customers must also take responsibility for not letting frustration boil over into hostility or abuse."

Newsletter

Related Articles

0:00
0:00
Close
Trump Files $10 Billion Defamation Lawsuit Against BBC as Broadcaster Pledges Legal Defence
UK Says U.S. Tech Deal Talks Still Active Despite Washington’s Suspension of Prosperity Pact
UK Mortgage Rules to Give Greater Flexibility to Borrowers With Irregular Incomes
UK Treasury Moves to Position Britain as Leading Global Hub for Crypto Firms
U.S. Freezes £31 Billion Tech Prosperity Deal With Britain Amid Trade Dispute
Prince Harry and Meghan’s Potential UK Return Gains New Momentum Amid Security Review and Royal Dialogue
Zelensky Opens High-Stakes Peace Talks in Berlin with Trump Envoy and European Leaders
Historical Reflections on Press Freedom Emerge Amid Debate Over Trump’s Media Policies
UK Boosts Protection for Jewish Communities After Sydney Hanukkah Attack
UK Government Declines to Comment After ICC Prosecutor Alleges Britain Threatened to Defund Court Over Israel Arrest Warrant
Apple Shutters All Retail Stores in the United Kingdom Under New National COVID-19 Lockdown
US–UK Technology Partnership Strains as Key Trade Disagreements Emerge
UK Police Confirm No Further Action Over Allegation That Andrew Asked Bodyguard to Investigate Virginia Giuffre
Giuffre Family Expresses Deep Disappointment as UK Police Decline New Inquiry Into Andrew Mountbatten-Windsor Claims
Transatlantic Trade Ambitions Hit a Snag as UK–US Deal Faces Emerging Challenges
Ex-ICC Prosecutor Alleges UK Threatened to Withdraw Funding Over Netanyahu Arrest Warrant Bid
UK Disciplinary Tribunal Clears Carter-Ruck Lawyer of Misconduct in OneCoin Case
‘Pink Ladies’ Emerge as Prominent Face of UK Anti-Immigration Protests
Nigel Farage Says Reform UK Has Become Britain’s Largest Party as Labour Membership Falls Sharply
Google DeepMind and UK Government Launch First Automated AI Lab to Accelerate Scientific Discovery
UK Economy Falters Ahead of Budget as Growth Contracts and Confidence Wanes
Australia Approves Increased Foreign Stake in Strategic Defence Shipbuilder
Former UK Prime Minister Boris Johnson proclaims, “For Ukraine, surrendering their land would be a nightmare.”
Microsoft Challenges £2.1 Billion UK Cloud Licensing Lawsuit at Competition Tribunal
Fake Doctor in Uttar Pradesh Accused of Killing Woman After Performing YouTube-Based Surgery
Hackers Are Hiding Malware in Open-Source Tools and IDE Extensions
Traveling to USA? Homeland Security moving toward requiring foreign travelers to share social media history
UK Officials Push Back at Trump Saying European Leaders ‘Talk Too Much’ About Ukraine
UK Warns of Escalating Cyber Assault Linked to Putin’s State-Backed Operations
UK Consumer Spending Falters in November as Households Hold Back Ahead of Budget
UK Orders Fresh Review of Prince Harry’s Security Status After Formal Request
U.S. Authorises Nvidia to Sell H200 AI Chips to China Under Security Controls
Trump in Direct Assault: European Leaders Are Weak, Immigration a Disaster. Russia Is Strong and Big — and Will Win
"App recommendation" or disguised advertisement? ChatGPT Premium users are furious
"The Great Filtering": Australia Blocks Hundreds of Thousands of Minors From Social Networks
Mark Zuckerberg Pulls Back From Metaverse After $70 Billion Loss as Meta Shifts Priorities to AI
Nvidia CEO Says U.S. Data-Center Builds Take Years while China ‘Builds a Hospital in a Weekend’
Indian Airports in Turmoil as IndiGo Cancels Over a Thousand Flights, Stranding Thousands
Hollywood Industry on Edge as Netflix Secures Near-$60 Bln Loan for Warner Bros Takeover
Drugs and Assassinations: The Connection Between the Italian Mafia and Football Ultras
Hollywood megadeal: Netflix acquires Warner Bros. Discovery for 83 billion dollars
The Disregard for a Europe ‘in Danger of Erasure,’ the Shift Toward Russia: Trump’s Strategic Policy Document
Two and a Half Weeks After the Major Outage: A Cloudflare Malfunction Brings Down Multiple Sites
UK data-regulator demands urgent clarity on racial bias in police facial-recognition systems
Labour Uses Biscuits to Explain UK Debt — MPs Lean Into Social Media to Reach New Audiences
German President Lays Wreath at Coventry as UK-Germany Reaffirm Unity Against Russia’s Threat
UK Inquiry Finds Putin ‘Morally Responsible’ for 2018 Novichok Death — London Imposes Broad Sanctions on GRU
India backs down on plan to mandate government “Sanchar Saathi” app on all smartphones
King Charles Welcomes German President Steinmeier to UK in First State Visit by Berlin in 27 Years
UK Plans Major Cutback to Jury Trials as Crown Court Backlog Nears 80,000
×