Jack Astor's Bar & Grill Airport — Restaurant in Toronto

I was seated and waited over an hour and 10 minutes before my server returned to take my initial order. During that time, they seated and served, and repeatedly checked up on at least three tables (beside/around me) that arrived after me.

Further Explanation: I came in on a weekday evening and was warmly greeted by the hostess. I asked to sit outside and was accommodated. After being seated, I noticed a nearby larger table (which was located in an area that I thought I would be most comfortable in) and kindly asked my server, who had just introduced themselves, if I could switch. I normally would not ask for such a request from a party of one, however, it was a weekday + cloudy + mostly empty tables. The server said they weren’t sure due to peak hours approaching but would check and update me. I completely understood as I am only one party, and appreciated their consideration. Even if my request was declined initially, I would have been happy enough that I was initially accommodated to sit on the patio, but the update never came.

After 10 minutes, I figured my server was busy, however I noticed they began seating new tables and taking orders, without returning to me (who had been seated first). Roughly 40 minutes in, while my server is continuing to serve the tables beside/around me, I kindly asked another server if I could move to the larger table. They politely explained it was being held for the possibility of a larger group and asked if I’d like a different table. I happily chose a nearby table behind me, and they kindly cleaned it for me to move. Even after relocating, another 20 minutes passed, still no contact from my original server (at this point over 1 hour). I hadn’t even been offered water. At this point, I asked a hostess if they could kindly put in word that I have not been served yet. Ten more minutes passed. I then got up to ask another server, and ten minutes after my server came over.

My initial server's apology was brief and didn’t acknowledge that I’d been waiting for over an hour, and ignored while they served the tables beside me. I felt invisible. I placed my order but felt so unsettled by the experience that I kindly asked another server to speak to a supervisor for a chance to share my experience and request for at least an item on my bill to be waived (In my opinion, given the circumstances, I feel as if my initial server should have had a proactive approach in their apology, oppose to me having to suggest it myself). The supervisor (or manager…my apologies as they spoke very fast) came, quickly acknowledged + accepted the request regarding an item on my bill and stated them being extremely busy (possibly as an excuse to why I was the only table ignored for over an hour), which all in all made what seemed like a 10 second recorded speech, and walked away before I could fully explain what happened. I couldn't even fit the words “Hello” into her visit at my table. I didn’t feel heard but rather just dismissed.

Naturally soft spoken, it should be noted that throughout all of this, and in all the services I receive outside of this establishment, I spoke quietly, politely, and respectfully, saying “please” and “thank you” after almost every sentence, no matter who I was speaking to (including my server. Before and After the fact). I also still left a tip, because I know in the service industry people have days that are not necessarily their best and I truly value the service industry. The hostesses that greeted me and brought me my food, along with the other servers I spoke with were extremely kind, and that should be mentioned in my experience as well. That said, this was one of the most upsetting dining experiences I’ve had. I left feeling confused, hurt, and honestly a bit embarrassed. I’m still confused as to why I was initially ignored. I hope sharing this encourages better service and attentiveness in the future, especially for those who build the courage to dine alone. Thank you to whoever took time to read my experience. Wishing you a great day and...

EDIT (MARCH 2025): After a less-than-stellar experience during our previous visit, we decided to give this location another chance following a correspondence with Noah, the manager. This time, the experience was significantly improved.

Despite arriving later than our reservation time, the staff was accommodating and ensured a smooth seating process. We were placed in a comfortable booth and received attentive service from start to finish from our amazing waiter Nicole! ❤️

The food quality showed noticeable improvement. The calamari was crisp and well-seasoned, while the fully loaded poutine was flavorful and satisfying. However, the bacon in the poutine was overly crispy and difficult to chew. For our entrées, we revisited the cacio e pepe cheese tortellini and tried the mushroom truffle cheeseburger. Both dishes were prepared with more care than on our last visit, though the tortellini contained some undercooked peas. Despite this, the flavors were well-balanced, and the dish remained enjoyable. As a thoughtful gesture, we were offered a complimentary dessert, which was a pleasant surprise.

For beverages, we reordered the Strawberry Passion Soda and also tried the Iced Mango Mint. Both drinks were refreshing and well-executed.

Additionally, we were introduced to the Inspired Rewards app, which offers valuable perks for frequent visitors. For those who dine regularly at Jack Astor’s, Scaddabush, or their affiliated restaurants, downloading the app is highly recommended.

Overall, we enjoyed our visit and appreciated the team’s effort to provide a better experience. Their dedication to great service and improved food quality has earned them an extra star from me!

FEBRUARY 2025 Late-night visit with great service and decent food. Loved the Garlic Pan Bread and Chicken Parm, but the tortellini was just okay, and the spinach dip disappointed—wish it came with pita instead of chips. Tried the Desert Pear Dirty Soda and Strawberry Passion Soda; they were fine but not reorder-worthy. Nice, quiet atmosphere, and our...

After a work function on Mon May 1, 2023, about 30 colleagues attended the Jack Astor’s Airport location for supper. 3 of us arrived slightly later then the main group at 7 pm. My colleague and I ordered the Steak Frites medium rare. Our other colleague ordered a club sandwich at the same time. It took 50 mins for the 2 Steak Frites orders to arrive. We found that very unreasonable. Plus they were lukewarm and my colleague’s was medium and mine was medium well. It was dry and tough and wasn’t served with vegetables, just unremarkable fries. I could have cooked a sirloin steak from Longos on my own stove at home that tasted better for 1/3 of the $32 these things cost. I felt bad that my company had to foot the bill for these sub-par meals and sketchy service. I should have just ordered a salad. And our colleague’s club sandwich never came. He had to go to the kitchen to get it, where they said when brought to our table, no one claimed it. They obviously didn’t bring it to “our” end of the table. We figured they just forgot about it. The sandwich took 1 hr and 10 mins to get. You would think that an established restaurant chain like Jack Astor’s would have the process down pat. This obviously wasn’t the case for us that night. I’m all for giving second chances. I no doubt, will find myself at a Jack Astor’s in the future at some point, but will keep my fingers crossed and hope for the best.

HOWEVER, After corresponding with my Genevieve B. Benoit, who is gratifyingly proficient in the area of customer service recovery, I must change my rating of my experience at the Airport location of Jack Astors to a 5 /5 star rating. Ms. Benoit is obviously highly trained with a supervisor work ethic. It was a pleasure dealing with her and will not hesitate to patronize her establishment again in the near future. Jack Astor’s is, in my opinion, luck to have Ms. Benoit as a manager and valued employee. They will no doubt, continue to benefit from her expertise. Thanks and take...