While waiting for a morning flight on 2/27, I ordered a mimosa from the QR code on the flyer on our table. After waiting for about 10 minutes, I walked up to the bar to see if it was coming out. It took a moment to flag her down, which was fine as she was busy with other orders, and when she did come over, she looked confused at first and was about to investigate but got distracted talking to a coworker. Then she continued to deliever food and fill orders, leaving me standing there, so i waited for her to come back.
After getting her attention again, she said a ticket never printed out and that she can't fill an alcohol order without the ticket. I understand that completely, and never once pushed her to fill the order. She said she would need to grab a manager, so I said okay and waited.
She then continued to fill orders for others, but never once made a motion to get a manager. No phone call, no talking to other employees, just kept going about her business. This is in an airport, mind you, so time is important as we do have a flight to catch.
I politely got her attention one more time, and she just repeated that she can't make the drink without the ticket and would have to call a manager. Then walked off again and kept filling orders, making no motion to contact one. So I tried talking to the other employees behind the counter, asking for a manager, and they weren't able to help and said the bartender would take care of it. The bartender walked back over and repeated the same line of not being able to make the drink and would need to call the manager.
At this point, I was feeling frustrated and admittedly was a bit snippy when I asked her "okay, I get that, but can you actually call the manager".
The bartender pulled MAJOR attitude at this point and dramatically threw her arms open declaring "OH YES, I'll stop literally everything I'm doing JUST TO HELP YOU!" And stormed off. I sarcastically responded "yeah okay that would be great thanks".
When she comes back, she is aggressive and is in my face telling me she can't find a manager, and that I can't come in there speaking to people that way (what way?!?! All I had done was patiently wait until she snapped an attitude!!). I tried descalating her and asking calming if we could just calmly talk the situation over. She kept interrupting me and not letting me get a word in, and then dramatically says "you know what? I'll make your drink, even though I'll probably get in trouble for it, but next time order from a HUMAN and NOT an app!!"
I admit I lost my temper at this point. They have QR codes on the tables that pull up the menu, and alcohol is available to order off that menu. If customers are not supposed to do it that way, there should be signs or notes posted. Or, better yet, don't put the alcohol on the online menu to begin with. Being treated like I was the idiot for doing that, was incredibly upsetting and I snapped "then why is there a fucking QR code on the table?!"
After that she totally freaked out on me, told me if I cussed again she was calling the sheriff. I wasn't cussing anymore but she literally would not let me get a word in without threatening to call the sheriff and trying to make me leave. She told me to go find a manager (myself) and leave. So I asked her where to go to find them and she just kept saying "go find one! Go find one!" And told me to just go to any other food establishment in the airport (wtf?!?!)
So I walked away to try to find a customer service person to talk to. Mind you, I had not even gotten a refund at this point, so they were essentially stealing from me.
After walking back and forth a bit, I see her talking to what appeared to be a manager so I started to walk up to speak with her. The bartender was pointing at me and immediately started telling me to leave because I was cussing at her. I ignored her and calmly addressed the manager and asked for a refund. The manager shushed the bartender and sent her back to the bar and when to the register to work on the refund.
I asked her if I could calmly and politely speak to her about what happened. First I apologized for losing my temper and dropping an F bomb. Though I was frustrated and upset, it was uncalled for and I acknowledge and take responsibility for it. I then told her the whole story of what happened. She explained they sometimes had an issue with where the tickets print out in the wrong areas. We understood and explained that we had no way of knowing not to order through the QR code. The manager was calm and reasonable and I felt like we were heard and understood better, and were able to properly apologize. I was able to get a refund and we were on our way.
That bartender NEEDS to be fired. If she can't handle basic communication and goes straight to escalation and insulting the customer, she needs a job where she's not working with the public. read more