Extremely disappointing experiences at Le Grand Comptoir on two separate occasions…read more
My first experience occurred when my flight was significantly delayed until late in the evening. The restaurant was still actively serving guests, with numerous people eating and drinking at the time. I politely asked the bartender for a simple soda water. Instead of offering any explanation, alternative, or basic courtesy, he immediately refused service. There was no effort to help, no kindness, and no acknowledgment that I was a stranded traveler dealing with a stressful delay.
Several weeks later, I returned during normal business hours and unfortunately encountered the same employee. This time, I simply asked for a cup of ice. Once again, I was told no. He stated that he could not provide a cup and that I would need to sit as a customer before he would provide ice. When I asked what other options were available, none were offered. The interaction felt exactly like the first one: rigid, dismissive, and completely lacking in hospitality.
Thankfully, the manager was present during my second visit. After taking some time to think about how I wanted to handle the situation, I obtained a cup elsewhere in the airport, filled it with ice, and returned to speak directly with her. She listened to my concerns, apologized, and was able to help immediately.
That experience highlighted my main concern.
The issue is not the ice.
The issue is not the water.
The issue is not even the policy.
Businesses have policies, and I respect that.
The issue is that it should not require a manager to fulfill a basic human need or to show basic human kindness. Travelers passing through airports are often exhausted, stressed, delayed, dehydrated, dealing with medical conditions, rushing between flights, or simply trying to make it through a difficult day. Hospitality matters in those moments.
A simple explanation, a respectful response, or an effort to offer alternatives would have completely changed both interactions.
What stood out most was the complete absence of empathy, hospitality, problem-solving, or customer care. Being told "no" is one thing. Being treated as though your reasonable request is an inconvenience is another.
I am genuinely surprised that after so many reviews mentioning service concerns, management has not been more successful in addressing the underlying customer-service issues. Looking through the reviews, it is clear that I am not the only customer who has left feeling disappointed.
I appreciate the manager taking the time to listen and assist me, and she deserves credit for handling the situation professionally. Unfortunately, the fact that management intervention was required at all is precisely why I am leaving this review.
You should not have to seek out a manager over something as simple as a cup of ice or a glass of water.
Humanity can do better than this.
Airport hospitality can do better than this.
And travelers deserve better than this.
