London Daily

Focus on the big picture.
Monday, Jan 05, 2026

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
HSBC Leads 2026 Mortgage Rate Cuts as UK Lending Costs Ease
US Joint Chiefs Chairman Outlines How Operation Absolute Resolve Was Carried Out in Venezuela
Starmer Welcomes End of Maduro Era While Stressing International Law and UK Non-Involvement
Korean Beauty Turns Viral Skincare Into a Global Export Engine
UK Confirms Non-Involvement in U.S. Military Action Against Venezuela
UK Terror Watchdog Calls for Australian-Style Social Media Ban to Protect Teenagers
Iranian Protests Intensify as Another Revolutionary Guard Member Is Killed and Khamenei Blames the West
Delta Force Identified as Unit Behind U.S. Operation That Captured Venezuela’s President
Europe’s Luxury Sanctions Punish Russian Consumers While a Sanctions-Circumvention Industry Thrives
Berkshire’s Buffett-to-Abel Transition Tests Whether a One-Man Trust Model Can Survive as a System
Fraud in European Central Bank: Lagarde’s Hidden Pay Premium Exposes a Transparency Crisis at the European Central Bank
Trump Announces U.S. Large-Scale Strike on Venezuela, Declares President Maduro and Wife Captured
Tesla Loses EV Crown to China’s BYD After Annual Deliveries Decline in 2025
UK Manufacturing Growth Reaches 15-Month Peak as Output and Orders Improve in December
Beijing Threatened to Scrap UK–China Trade Talks After British Minister’s Taiwan Visit
Newly Released Files Reveal Tony Blair Pressured Officials Over Iraq Death Case Involving UK Soldiers
Top Stocks and Themes to Watch in 2026 as Markets Enter New Year with Fresh Momentum
No UK Curfew Ordered as Deepfake TikTok Falsely Attributes Decree to Prime Minister Starmer
Europe’s Largest Defence Groups Set to Return Nearly Five Billion Dollars to Shareholders in Twenty Twenty-Five
Abu Dhabi ‘Capital of Capital’: How Abu Dhabi Rose as a Sovereign Wealth Power
Diamonds Are Powering a New Quantum Revolution
Trump Threatens Strikes Against Iran if Nuclear Programme Is Restarted
Apple Escalates Legal Fight by Appealing £1.5 Billion UK Ruling Over App Store Fees
UK Debt Levels Sit Mid-Range Among Advanced Economies Despite Rising Pressures
UK Plans Royal Diplomacy with King Charles and Prince William to Reinvigorate Trade Talks with US
King Charles and Prince William Poised for Separate 2026 US Visits to Reinforce UK-US Trade and Diplomatic Ties
Apple Moves to Appeal UK Ruling Ordering £1.5 Billion in Customer Overcharge Damages
King Charles’s 2025 Christmas Message Tops UK Television Ratings on Christmas Day
The Battle Over the Internet Explodes: The United States Bars European Officials and Ignites a Diplomatic Crisis
Princesses Beatrice and Eugenie Join Royal Family at Sandringham Christmas Service
Fine Wine Investors Find Little Cheer in Third Year of Falls
UK Mortgage Rates Edge Lower as Bank of England Base Rate Cut Filters Through Lending Market
U.S. Supermarket Gives Customers Free Groceries for Christmas After Computer Glitch
Air India ‘Finds’ a Plane That Vanished 13 Years Ago
Caviar and Foie Gras? China Is Becoming a Luxury Food Powerhouse
Hong Kong Climbs to Second Globally in 2025 Tourism Rankings Behind Bangkok
From Sunniest Year on Record to Terror Plots and Sports Triumphs: The UK’s Defining Stories of 2025
Greta Thunberg Released on Bail After Arrest at London Pro-Palestinian Demonstration
Banksy Unveils New Winter Mural in London Amid Festive Season Excitement
UK Households Face Rising Financial Strain as Tax Increases Bite and Growth Loses Momentum
UK Government Approves Universal Studios Theme Park in Bedford Poised to Rival Disneyland Paris
UK Gambling Shares Slide as Traders Respond to Steep Tax Rises and Sector Uncertainty
Starmer and Trump Coordinate on Ukraine Peace Efforts in Latest Diplomatic Call
The Pilot Barricaded Himself in the Cockpit and Refused to Take Off: "We Are Not Leaving Until I Receive My Salary"
UK Fashion Label LK Bennett Pursues Accelerated Sale Amid Financial Struggles
U.S. Government Warns UK Over Free Speech in Pro-Life Campaigner Prosecution
Newly Released Files Shed Light on Jeffrey Epstein’s Extensive Links to the United Kingdom
Prince William and Prince George Volunteer Together at UK Homelessness Charity
UK Police Arrest Protesters Chanting ‘Globalise the Intifada’ as Authorities Recalibrate Free Speech Enforcement
Scambodia: The World Owes Thailand’s Military a Profound Debt of Gratitude
×