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Family member collapsed at Aagrah Midpoint | Buffet & Banqueting Suite - No staff helped but asked for the bill


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Whilst at Aagrah Midpoint | Buffet & Banqueting Suite a family member became unwell and collapsed at Aagrah Midpoint | Buffet & Banqueting Suite - None of the staff came over to us to ask what happened BUT they came over to ask for the bill to be paid instead. No staff offered a chair for the family member to sit on, no staff made any effort to come over and ask what happened,total lack of compassion. We had to call out an ambulance ourselves, then take the family member to the disabled toilets where the paramedics carried out their checks. 

 

The manager made no effort to come over to us, no staff came over to us to offer any help.

 

The only thing the staff came over to us was to tell us not to crowd around the family member so other diners had space to get up and go to the buffett!

 

The manager was rude to us and the staff came over to ask us for the bill, how disgusting after everything that happened!

 

How can this be escalated?

 

 

 

 
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Posted (edited)

This happened very recently.

I believe a family member has complained via phone they've been told an investigation will be carried out as to why this happened the actions of the manager/staff on the day - not heard anything back. Should a complaint not be raised by letter?

Edited by linzie
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It's a chain of restaurants, about 10 restaurants, so it presumably has a chief executive or someone at its Head Office. It might be better to complain to them than to the restaurant you were at.

 

Contact info for its head office here.  https://www.aagrah.com/contact/         You might need to do some more research to find out who the Chief Executive is and whether they have a direct email.

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Agree, you need to start a formal complaint and keep it in writing but also make it clear what you expect as an outcome.

An apology and some commitment to better staff traing regarding general customer services but specifically handling of medical emergencies would be in order. They have a responsibility for the health and safety of all peopel on the premises and it does look like this point was sorely missed by the manager.

i would also expect them to write off the cost of the ruined meal as well, you didnt paln in advance to ahve one of your party leave in an ambulance so their actions are pretty shoddy

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