The event experiences of attendees with food allergies, intolerances and coeliac disease: risk loaded value-creation/destruction

Purpose For attendees with allergies, intolerances and coeliac disease, accessing safe, nutritious and good quality food and drink is a vital but challenging dimension of events. This study sought to capture and analyse the lived event experiences of individuals with a variety of food–related health, wellbeing and safety needs. Design/methodology/approach This study adopted an inductive approach, using semi-structured interviews to gather qualitative data from participants with various food allergies and intolerances, or coeliac disease. Findings Attendees had low expectations regarding food choice, quality and value, which stemmed from past event experiences. Poor information about suitable food and drink, coupled with frontline staffs’ perceived knowledge, responsiveness and care were frequently seen as sources of service failures. The data stress how exposure to potentially harmful foods and food avoidance influenced attendees’ experiences. The findings also help to appreciate consumers’ agency, identifying various coping strategies used by affected individuals to anticipate risks, engage in compensatory behaviours and mitigate the effects of unsuitable food and drink.