Flight Club Cardiff — Restaurant in Castle

My boyfriend and I went here for valentines day (the first time either of us had come here) and we prebooked a roof terrace table. This was the first not great thing as i have great pain in my legs and really struggle with stairs (im only 18 so i guess why they didnt ask or anything because we seem young and healthy, but i did have my sunflower lanyard) and we had to walk up lots of stairs (3 floors maybe?) To get to the terrace and the waiter was walking so so fast up them we struggled to keep up haha. It said on the website after we booked that any pre ordered drinks will be on ice on arrival and food will come out after, however we waited about 15 mins and there was nothing. We eventually rang over the server and after we enquired about our drinks, she got them and told us that she would tell the kitchen to start making our food. We had no issue with this, just wasn't what we were expecting but it was solved easily so no issue. However, after 50 mins of waiting (btw we ordered only 2 food items, a pizza and a side of fries) our food still wasn't there so we called over the server again. Magically as soon as the server went away, he came back with our food so I'm guessing they just left it somewhere for ages and didn't bring it out because it was semi cold when we got it too. Wasn't expecting this long of a wait and we only had about 20mins left of our booked slot by the time we got our food! The food was good, nothing amazing but it was good. The pizza was about £18 and didn't have much in the way of toppings but what was there was nice and the portion of fries was £9 alone, i was honestly expecting like double the amount that we got for that money but oh well. Other than this, the servers were mostly nice, other than the bouncer who was absolutely miserable and one waitress who clearly just didn't want to be there which didn't make things feel welcoming at all. However, the heated lamps made sitting outside really nice, even on a colder day (didn't need a jacket or anything). Overall, I'm not sure I'd choose to go back, I maybe would for darts (but we couldn't book it because we were only a party of 2 which was really disappointing) but overall quite an average experience, only really the atmosphere saving it which is a shame as I wanted it to be special for valentines. Our bill of 1 pizza, fries, 1 cider and a water came to £37, quite expensive so we made sure to only order a minimal amount (all the drinks were £5+, even juices to just...

Always had a great time but so bad yesterday for my 40th and put off for life....

Firstly we waited almost 40 minutes for our initial drinks order which apparantly went to the wrong table. This was a little frustrating as people were being served at the bar way quicker and there is a service fee you pay for here. This is despite being told by staff its way faster than being served at the bar. Not the end of the world we move on. However, we also experienced delays with our food. Toward the backend of our booking, I enquired about it, and a staff member responded with, "Oh okay, now you have requested it, we will start preparing it." Why not be proactive and check with us beforehand instead of waiting for us to chase it up?

To add to this, the food was then sent to the wrong table which I understandably sublty and respectfully(!) expressed my dissatisfaction as a paying customer. However, instead of addressing the concerns professionally, a bouncer approached me in a very rude, challenging, and smug manner in front of my entire party as we were eating — completely ruining what should have been a memorable 40th birthday celebration.

When I calmly explained that I had spent money as a paying customer and was entitled to respectfully express concerns , he dismissively replied, "It doesn't matter how much money you have." This response was unprofessional and unnecessary. There is a way to engage with customers to get a better understanding without seeming to want to escalate the situation unnecessarily. Basic communication skills and professionalism were sorely lacking.

I appreciate the efforts of the staff who were working hard, but for future feedback it felt like a supervisor or team member could have checked in to ensure everything was running smoothly. This simple step could improve the overall customer experience and support the staff during busy times.

Unfortunately, after this experience —especially due to the confrontational bouncer — I dont think we will be risking our money on future bookings here. Members of our party had planned various events and corporate gatherings at this venue, but this incident has made us reconsider. I get thinks can't always go perfectly but I don't expect a bouncer to behave in that way. Next time come over ask for a chat and let's be reasonable about it all, horrible...

I’ve been here many a time, and experienced a great night - hence arranging a work Christmas get together with 7 colleagues who had travelled from Leeds this time, however I have to say flight club completely let us all down - I doubt I’ll ever return. Despite notifying flight club 3 times via the correct email address that we were running 20 mins behind due to a delay at our earlier restaurant, I received two chasing emails and an extremely shirty phone call advising if I didn’t make my way across asap I’d loose a table I had reserved . I advised the lady who called, I had already emailed them twice and had a short cold response of ‘we are very busy due to the festive period’. I quickly rushed my colleagues out of the restaurant leaving drinks behind and marched them across town to arrive at a flight club and it was empty. I approach the bar man on the terrace on arrival, and was rudely advised we needed to go back down the numerous flights of stairs and check in - I asked if we had a table to which I was advised not! I then ran all the way back downstairs to a very stressed man who advised me he was extremely busy doing multiple jobs and advised me to go back upstairs and find my table. When I explained the bar man previously advised we didn’t have a table he reluctantly took me back upstairs and sarcastically advised the table clearly had my name on it! We ordered a drink via a very unhappy bar man - I have to state the terrace was almost empty there really was no excuse for the poor cold service. I then attempted to request table service 5 times. The waiteress was chatting to bar man - they were looking at us laughing and joking but did not serve us. We eventually went to the bar ordered a drink, gave up then left. My colleagues from Leeds have no idea why I booked a table here. They left very disappointed as did I. There was no excuse for the rudeness of all staff it was a Tuesday evening and very very quiet. I...