On December 24, 2024, Miguel Ángel Hernández Correa, a visually impaired lawyer, faced discrimination at the Chili's located in Plaza Américas, Xalapa, Veracruz. Accompanied by his guide dog, Bold, Hernández was asked to leave the restaurant by the manager, who referred to the service animal as a "pet" and claimed, "Mire, es que no podemos tener ciertas mascotas en el establecimiento, me lo dicen mis políticas." This incident quickly sparked outrage on social media, drawing attention to the lack of awareness surrounding the distinction between service animals and regular pets.
The confrontation arose when Hernández attempted to enjoy a meal at the restaurant. The manager's refusal to recognize Bold as a guide dog, as protected under Mexican law, led to public calls for accountability. Many patrons and online commenters echoed their disbelief over the manager’s ignorance, with one individual stating on social media, "Es lamentable que en estos tiempos todavía haya gente como esa que desconoce y confunde una mascota con un perro guía." The misunderstanding has amplified discussions about disability rights and the treatment of service animals.
After the incident went viral, Chili's Mexico released an official statement expressing their regret for the situation. They declared, "Lamentamos profundamente el incidente ocurrido recientemente en uno de nuestros restaurantes y queremos expresar nuestras más sinceras disculpas a nuestros comensales." Their statement emphasized their commitment to inclusion, respect, and diversity within their restaurants, asserting every individual deserves to be treated with dignity.
Despite their apologies, many individuals were still dissatisfied with the response. There were concerns raised about the effectiveness of the statement since Hernández, who is visually impaired, could not read the apology himself. The incident highlighted the persistent challenges faced by individuals with disabilities and the need for greater public empathy and education.
The incident also drew the attention of local lawmakers. Local representatives, including members of the Commission on Human Rights and Attention to Vulnerable Groups, condemned the actions of the Chili's manager. They noted the discrimination against Hernández directly violated Article 58 of the Federal Consumer Protection Law, which prohibits denying access or services to people with disabilities accompanied by service animals.
Article 58 states clearly, "El proveedor de bienes, productos o servicios no podrá negarlos o condicionarlos al consumidor por razones de género, nacionalidad, étnicas, preferencias sexuales, religiosas o cualquiera otra..." This legal framework is meant to protect individuals like Hernández, ensuring they can access public spaces without facing discrimination based on their disability.
Following the public outcry, Chili's expressed their commitment to retraining staff to prevent future occurrences. Their communication articulated their dedication to fostering awareness about service animals, stating they "se comprometemos a reforzar la capacitación de nuestro personal para asegurar que no se repita una situación similar." This acknowledgment of the issue reflects the broader societal responsibility to advocate for the rights of all individuals, emphasizing the imperative for cultural sensitivity training within the hospitality sector.
The incident exemplifies not only the barriers faced by those with disabilities but also the role businesses play in promoting inclusivity. A welcoming environment can only be achieved when employees are informed and prepared to meet the diverse needs of their clientele.
Throughout the backlash, some patrons intervened during the confrontation to support Hernández. One woman was recorded saying, “Joven, nosotros como clientes no tenemos ningún problema con que se quede [el perro guía], ya están entrenados,” thereby challenging the manager’s authority and striving for justice on behalf of Hernández. Such solidarity from fellow diners accentuates the community support required to effect real change.
While Chili's has taken steps to address the incident, it has also opened the floor for discussions about broader societal awareness around disability rights. This incident serves as a call to action for all sectors to examine their policies critically and train their personnel to prevent ostracizing individuals based on their needs.
Moving forward, it is imperative for businesses to not only apologize but to implement comprehensive training programs and policies supporting inclusiveness for all members of the community. True inclusion extends beyond words; it necessitates actionable change and respectful treatment, acknowledging every person’s right to safely enjoy public spaces.
