I travelled to Alicante on the 17th March and, whilst waiting for the my plane to
board our party of four went to the Yates Wine Lodge for our breakfast.
was in utter shambles and upon my return I took the time to write to SSP, who operate
the Yates Wine Lodge, as per the following letter.
I flew out to Spain from Birmingham on Monday morning the 17th March with
some friends and we arrived at the airport departure lounge at around 6am.
for the Yates Wine Lodge for our breakfast, which was about ¾ empty at the time.
efficiency and speed of the two people serving was rather mind blowing and they most
certainly deserve a price for the most inefficient and disorganized staff I have
observed for a long time. Headless chickens are more efficient and quicker than the
two who worked behind the bar at that time.
By the time we got served the queue had
grown and a number of customers had walked away and presumably went elsewhere.
I got to the bar to order two coffee’s, amongst other things, we were told that they
had no cups left and that we had to use ‘Take Away’ paper cups instead.
had run out of cups became apparent afterwards when I noticed that the ¾ empty place
had not been cleaned up for some time and that all the tables were dirty and covered
with empty plates, crockery and cutlery.
In addition to this, at least 4 people sitting
by us returned their breakfast as it was stone cold when it was served.
and the state of your establishment at that time in the morning was disgusting and
repulsive and I would appreciate your comments as to why you are treating your customers
in that way, unless of course, you take the view that you don’t need any repeat business.
are charging substantially higher prices due to the location but you are not providing
any service or customer satisfaction and I will not go back unless you can convince
me that this was a rare exception and not your usual standard.
SSP Air were very efficient to respond quickly and here is what they had to say:
I was most concerned to learn of your experience whilst frequenting our Yates Wine
Lodge outlet on Monday the 17th March.
May I first of all apologise for the delay
in responding to your letter dated the 23 March, forwarded to us by our colleagues
at our Euston offices earlier this week. It is extremely unfortunate when we receive
letters of complaint, however they are always welcomed as part of our process of
improving service and resolving issues we may have within our business, so thank
you for taking the time to feedback to us.
After investigating the circumstances
surrounding your unpleasant experience that morning I am now in a position to answer
a number of your points.
The company aims to consistently deliver a professional
service to all our customers and I would like to state on this occasion that the
level of service you received was unacceptable. We provide a service to over 7 million
passengers per annum. Unfortunately due to a number of staff phoning in with illness
that morning we were unable to provide you with even a satisfactory level of customer
service. On average our customers can expect to be served within 5 minutes from queuing;
however with only half our normal complement manning an extremely busy bar our standard
was sadly unattainable that morning. Extra staff were called in to support the unit’s
operations but were unable to arrive before 7:30am.
As you point out in your letter
a number of tables were not cleared for the entirety of your visit which made us
unable to clean the crockery to provide you with proper utensils. I have reaffirmed
with the management of Yates’ the importance of not compromising the seating area
and not to focus solely on serving customers as fast as possible. We have now also,
thanks to your letter, ordered a substantial amount of back up crockery for use in
such situations, should such an unfortunate situation arise in the future.
taken into consideration I would like to offer you and your guests a voucher to use
for free meals and drinks with the hope that you will use our facilities again, and
in recompense for your poor experience.
Thank you for bringing this matter to my
attention and I sincerely hope that you will visit us again soon