Häagen-Dazs says sorry for denying entry to assistance dog

Häagen-Dazs has apologised and paid compensation to a wheelchair user who was forbidden from entering a store in Brussels with her assistance dog.

The ice-cream retailer said it had reminded staff at all of its European outlets that canine helpers are welcome, despite other dogs being banned for hygiene reasons.

This summer, more than 30,000 people on Facebook shared the story of 25-year-old Katherine Sokal, from Jette, who was turned away when she tried to buy an ice cream from the Häagen-Dazs on Avenue Louise with her assistance dog, Ned.

"I take my service dog almost everywhere with me, but I have also been denied access to a supermarket and a restaurant," said Sokal. "Most of the time, it is not done in bad faith. It's just that people do not know enough about the law."

Since then, Sokal has carried out her own awareness campaign, visiting food outlets in the capital with the help of Brussels MP Carla Dejonghe, to remind restaurant and shop owners that they are required by law to allow assistance dogs.

Häagen-Dazs said all of its Belgian outlets would display a window sticker confirming their commitment to helping disabled customers. The company said in a statement: "We will ensure that all Häagen-Dazs employees in Europe understand and comply with this policy."

Sokal will donate the compensation payment from Häagen-Dazs to Dyadis, a non-profit association which trains assistance dogs.

"My client is very satisfied," said lawyer Marijn Van Nooten. "The firm that initially refused a service dog is now helping to make accessibility better for these animals. The circle is complete."