Ageism, a form of discrimination based on age, is an issue that persists in society, often manifesting in subtle yet impactful ways. A recent incident at The Riverside Hotel in Kendal, Cumbria, has brought this issue to light, with an elderly couple, Phyllis and Robert Hidden, sharing their story of “disgust” after a waiter labeled them as “old people” on their drinks bill.

Phyllis, 80, and Robert Hidden decided to enjoy a lunchtime drink and meal at The Riverside Hotel, expecting nothing but a pleasant experience. However, it was a month later, upon revisiting the receipt, that they discovered the words “Table: OLD PEOPLE” typed out, an identifier thought to have been used by the waiter to denote which bill belonged to which table. Stunned and incensed, Phyllis expressed her feelings, stating, “I thought nothing of it at first until my husband pointed it out to me and I was shaking with temper. I was incensed.”

The impact of such age-related labels can be profound, affecting the mental and emotional well-being of individuals. Ageism can manifest in various forms, ranging from stereotypes and derogatory language to discrimination and exclusion. In the case of Phyllis and Robert Hidden, the use of the label “old people” was not just a descriptor but a categorization based on their age, reducing their identity to their years.

Phyllis rightfully highlighted the issue, stating, “This is appalling behavior. It’s a terrible thing to label people like that. It should be table numbers you should be making a note of, not labeling the customers. Age shouldn’t be what defines you.” This statement underlines the importance of recognizing individuals for who they are rather than assigning labels based on age.

Upon discovering the label, Phyllis contacted The Riverside Hotel to express her “disgust” and demand an apology. Unfortunately, it took a month for the hotel’s general manager, Jennifer Boow, to respond and apologize. In her statement, Jennifer acknowledged the issue, stating, “We would like to apologize. The issue has been raised, and the member of staff concerned has been spoken to. They were extremely apologetic and didn’t mean to cause any harm by what happened, and no disrespect was intended by the wording.”

While the apology was eventually extended, the delay in response highlights a gap in awareness and urgency in addressing age-related discrimination. The time taken to respond and address the issue may have further exacerbated the distress caused to Phyllis and Robert.

The incident at The Riverside Hotel serves as a stark reminder of the pervasiveness of ageism in society and the need for increased awareness and change. Education and training in hospitality and customer service sectors are crucial in ensuring that staff are aware of the impact of their words and actions on customers, particularly those of older age groups.

Institutions and businesses need to take proactive steps in creating inclusive environments that respect and value individuals regardless of their age. This includes implementing clear policies against age discrimination and providing training for staff to ensure respectful and equitable treatment of all customers.

The story of Phyllis and Robert Hidden is a powerful testament to the negative impact of age-related labels and the importance of combating ageism in all its forms. By sharing their experience, they have highlighted a crucial issue that requires attention and action.

The Riverside Hotel’s response, though delayed, indicates a willingness to address the issue and ensure that such incidents do not occur in the future. It is a step in the right direction, but there is still much work to be done in raising awareness and fostering a society that values and respects individuals of all ages.

The incident at The Riverside Hotel is not an isolated one, and it is only through collective awareness, education, and action that we can hope to create a world free from ageism and discrimination. The time for change is now, and it starts with recognizing the dignity and worth of every individual, regardless of their age.