Schnitz Gold Coast Airport — Restaurant in Gold Coast City

Dear Schnitz Customer Service,

I am writing to formally lodge a complaint regarding an unacceptable experience my wife and I had at your Schnitz outlet at Gold Coast Airport on Monday 2nd June around 1pm

We ordered a burger meal, and despite clearly requesting it without mayonnaise — due to my wife’s pregnancy and associated dietary precautions — the burger we received had mayonnaise on it. This is deeply concerning, as contaminated or unapproved ingredients during pregnancy can pose a risk to both mother and unborn child.

When I approached the counter to politely raise the issue, I was met not with an apology or any sense of concern, but with condescending and unprofessional behavior. The staff member’s response included an inappropriate and invasive comment: "Is this your wife's first baby?" — which was not only irrelevant but frankly out of line.

Rather than taking accountability, the staff became defensive and made narcissistic remarks, which only escalated the situation. Their tone and attitude were dismissive, showing no empathy for the seriousness of serving potentially unsafe food to a pregnant woman.

This experience was not only disappointing — it was alarming. The lack of food safety awareness, paired with unprofessional customer service, reflects poorly on your brand. I expect better from an establishment operating in an international airport environment.

I request the following:

A formal apology from management.

Assurance that staff will be retrained on food safety and respectful customer interaction.

Confirmation of how Schnitz intends to prevent such incidents from happening again.

I am happy to provide further details if necessary. I trust you will treat this matter with the seriousness it deserves and look forward to your...

Staff very rude, dining area was so messy we could not sit. We ordered our food and watched staff stand around and talk to each other for at least 5 minutes before anyone started making it, we were the only order at the time. Food took about 15 minutes and once we received it, the chips were stone cold and obviously old. I went back and asked for fresh chips, the staff member rolled her eyes and took them off me. Another brought back the fresh fries, threw the bag on the counter and rudely said “here’s your chips” and walked off. Upon opening the burger we ordered, it was oily and greasy. It was a Friday night and restaurant was not busy, yet tables dirty, staff just standing around, management needs to step in and fix these issues. I like schnitz and generally have good experiences at other restaurants but I wouldn’t eat here again with the service and...

A nice surprise to find Schnitz at Gold Coast Airport. With some extra time between flights, I decided to stop in for a schnitzel. Both of the self-service kiosks were out of order, which meant waiting in line to order, but the staff handled it well and the food arrived in about 15 minutes—pretty reasonable for a freshly made meal.

The schnitzel itself was tidy and decent quality, though a little overcooked and smaller than I expected for the price. Still, it was nice to have something fresher and less greasy than the typical deep-fried airport option.

Seating was a bit cramped, especially during the lunch rush, but that’s fairly standard in an airport setting. Overall, it was a good chance to grab a proper meal before boarding. If they can sort out the kiosks and portion sizes, it would easily be a go-to stop whenever...