Abusive Customers in Hospitality: How to Protect Your Staff

Most customers come to enjoy themselves. But for many hospitality workers, being shouted at, insulted, harassed or threatened by customers is far too common. Alcohol, late nights and busy service can quickly turn a difficult customer into a dangerous one.

With the Christmas rush approaching and new harassment rules now in force, it’s a good time to review how you protect your teams. This guide is for pub, bar, restaurant, hotel and venue operators, general managers and HR teams. It covers the scale of the problem, your legal duties and the practical steps you can take before, during and after an incident.

Abuse against hospitality staff in numbers

Research published in June 2026 surveyed 1,000 UK frontline workers, with a focus on hospitality. Among hospitality workers:

• 56% had experienced abuse from customers in the past 12 months, and 45% in the past four weeks

• 44% had experienced verbal abuse

• 21% had experienced harassment, including sexual comments, unwanted touching or unwanted attention

• 19% had received discriminatory comments

• 12% had experienced physical aggression

• 85% said customer abuse had increased their stress or anxiety

• 82% felt anxious before a shift because of how the public might behave

• 32% said safety concerns had affected their sleep

The University of Strathclyde’s Scottish Hospitality Employee Survey 2025/26 found a similar picture. Customers were the main source of the abuse and harassment that staff experienced, and nearly half of respondents had experienced sexual harassment or abuse at least some of the time.

The law: new rules from 30 October 2026

Third-party harassment

From 30 October 2026, the Employment Rights Act 2025 makes employers liable when a worker is harassed by a third party, such as a customer, guest or member of the public, while at work. This covers harassment related to any protected characteristic under the Equality Act 2010, including sex, race, disability, religion, sexual orientation and age.

Employers can defend a claim by showing they took all reasonable steps to prevent the harassment.

Preventing sexual harassment

Since October 2024, employers have had a duty to take reasonable steps to prevent sexual harassment of their workers. From 30 October 2026, this is strengthened to “all reasonable steps”, and it explicitly includes harassment by third parties such as customers.

What this means for hospitality

Hospitality staff deal with the public constantly, often late at night and where alcohol is involved. Employers should expect to show:

• A risk assessment that covers harassment by customers

• Clear policies and ways for staff to report incidents

• Training for managers and staff

• Records of what action was taken when concerns were raised

A general policy or a one-off training session is unlikely to be enough. The details of what counts as “all reasonable steps” may be set out in future regulations, so keep an eye on guidance from the Equality and Human Rights Commission (EHRC) and Acas.

How customer abuse affects staff

Abuse doesn’t stop when the shift ends. After an incident, staff may experience:

• Anxiety before shifts, especially weekend or late shifts

• Trouble sleeping or switching off

• Loss of confidence in dealing with customers

• Feeling unsafe at work or on the way home

• Anger, embarrassment or feeling let down if nothing was done

• Wanting to leave the job or the industry

Younger, newer and part-time staff may be less likely to report what’s happened, especially if they think it’s “part of the job”. Our guide to mental health in hospitality covers the wider pressures hospitality workers face.

Practical steps to prevent abuse

Assess the risks

• Identify when and where incidents are most likely, such as late shifts, door duties, closing time and busy events

• Include harassment by customers in your risk assessment, covering all protected characteristics

• Involve staff, as they know the flashpoints

• Review the assessment after incidents and before peak periods

Set clear standards for customers

Display clear messages that abuse and harassment of staff won’t be tolerated Back staff when they refuse service or ask a customer to leave Ban repeat offenders and share information with local pubwatch schemes where appropriate

Train your teams

Train staff in conflict resolution and de-escalation Make sure everyone knows how to refuse service safely, including to drunk customers Train managers to respond to harassment and support staff afterwards

Make venues safer

Avoid leaving staff to work alone, especially at closing Use CCTV, radios or body-worn cameras where appropriate Make sure door staff and managers can step in quickly Help staff get home safely after late shifts

Plan for the Christmas rush

Increase staffing for busy nights and parties Brief teams before Christmas parties and big events Make sure a manager on every shift knows how to handle incidents

Our guide to supporting hospitality staff over the Christmas rush has more tips for the festive period.

Supporting staff after an incident

Straight away

Make sure the employee is safe and check for injuries Give them a break away from customers Don’t send them straight back to the same section or table

In the following days

Check in personally, and keep checking in Ask what would help, such as a change of shift or section Keep them updated on any action taken

Make reporting easy

Make reporting quick and simple, and record every incident, including comments and gestures Report criminal behaviour to the police and support staff through the process Show staff that reports lead to action, so they keep reporting

Offer professional support

Some people recover quickly, while others need more help, especially after a frightening or violent incident. Make sure staff know they can access confidential support, and don’t wait for them to ask.

How an EAP helps hospitality employers

An Employee Assistance Programme (EAP) gives your teams confidential support whenever they need it, including late at night after a shift. With Wisdom Wellbeing, your staff can access:

• A 24/7 confidential helpline, available whatever shift they work

• Short-term structured counselling with qualified counsellors

• Critical incident support after violent or traumatic incidents

• Manager support and guidance on handling incidents and difficult conversations

• The Wisdom app, with self-help tools and wellbeing content

• Legal and financial information

Retail teams face similar pressures. Read our guide to abuse against retail staff, or find out more about our EAP and wellbeing support for hospitality.

FAQs

How common is customer abuse in hospitality?

Very common. Research published in 2026 found that 56% of hospitality workers had experienced abuse from customers in the past 12 months, including verbal abuse, harassment and physical aggression.

Are employers responsible if a customer harasses a member of staff?

From 30 October 2026, employers can be liable when a worker is harassed by a third party, such as a customer, at work. Employers can defend a claim by showing they took all reasonable steps to prevent it.

What should hospitality employers do to prevent sexual harassment by customers?

Carry out a risk assessment that covers customers, have clear policies and reporting routes, train staff and managers, and keep records of the action you take. From 30 October 2026, employers must take all reasonable steps to prevent sexual harassment, including by third parties.

What should a manager do after a member of staff is abused by a customer?

Make sure they’re safe, give them a break away from customers and check in over the following days. Record the incident, report criminal behaviour to the police and make sure they know how to access confidential support.

How does an EAP help hospitality staff?

An EAP gives staff confidential, 24/7 access to counselling and critical incident support, so they can talk through what happened and get help to recover. It also gives managers guidance on supporting their teams.

Sources

CLH News, Frontline workers report rising stress and sleep disruption linked to customer aggression

University of Strathclyde, Scottish Hospitality Employee Survey 2025/26 Results: Highlights

Ward Hadaway, Harassment law reform: What employers need to know before 30 October 2026