although businesses were willing to work within the new rules, interviews with ownership laid bare the commercial and financial challenges of complying as well as the risk the guidelines posed to consumer experience. there was particular concern that some customers would not respond well to the new measures — a factor further complicated by the flow of alcohol.
“we concluded that, despite the efforts of bar operators and guidance from government, potentially significant risks of covid-19 transmission persisted in at least a substantial minority of observed bars, especially when customers were intoxicated,” fitzgerald said. “closures of premises can eliminate these risks, but also cause significant hardship for business owners and staff.”
compliance was also an issue, with some venues not collecting customer info for contact tracing even after the practice was made mandatory by the government. the use of personal protective equipment was also a concern in a minority of pubs, with some staff declining altogether and others wearing masks improperly or removing them to speak to customers.
the flow of traffic presented further problems, with bottlenecks experienced in almost all venues around washrooms, hallways and doorways. congregating customers were rarely broken up and fewer than half of the pubs had a system in place to limit washroom capacity.
the study points out the scottish government did not provide details to pubs on exactly how they should safely handle customers who flout the rules or are unruly enough to warrant removal. “overall, our findings suggest grounds for uncertainty about the extent to which new rules can be consistently and effectively implemented in a sector where interaction between tables, households and strangers is the norm and alcohol is routinely consumed,” fitzgerald said.