Big Smoke Taphouse & Kitchen — Restaurant in England

Went today early morning to catch our flight at 6:40 am. So around 5:00 am , got in with my wife and 1 year old child. Everyone Was feeling hungry and tired from lack of sleep so went into the first restaurant we saw thinking of getting some food in. The waitress at the entrance told us to go take take a seat in the external circle like area. So, we went there and sat on a table which had not been cleared yet. We did this as there was no space to keep going in with as many other tables were being used by customers so access with the baby pram was not possible. Maybe this was the mistake we made. We sat down and overheard our soon to be waiter having a totally weird conversation with some other customers who were sat next to us and seemed to be leaving. Should have been a warning but I thought maybe they were all joking around. So we waited. I have worked in service industry myself and I understand how hard it is. So when He came around to us it seemed as he was going to bill us but I politely said with smiles and all, that it was not our plates and we had just came and sat down here as the lady at the entrance had told us to come here. It seemed like he did not believe is. And from this point on went the extra mile to make us completely uncomfortable that I had to ask the other customers around us who were all watching if his behaviour was a prank and if there were any cameras around. He asked what we would like for our new (second) order. I replied confused once again that the plates on the table were not ours and this is our first order. There was no menu offered, and when he asked us what we wanted i said full english breakfast . He asked then how i wanted my eggs and i said normal ( didn't know the options , maybe another mistake that made him more confrontational) . He went on to ask if i wanted the with feathers on top. I initially thought maybe he was making a joke to lighten his approach so I replied maybe some feathers. To which he went on that i needed to be specific how many feathers. It was too early for this kind of behaviour and my wife had started feeling uncomfortable as she could see he was just being patronising and rude. I had not been impolite to him in any way shape or form to him , and at this point I was upset so I asked if there was something emotionally upsetting him to be like this. I looked around to the other customers and asked if he was like this to them and one lady in the next seat said yes. At this point my wife got up and left and I didnt want to waste any more time here but just wanted to let the manager know about this. I asked if he was having a bad day or if there was social / communication issues which was why maybe he was like that. And she said that should not be any reason for such behaviour. She asked if we wanted another seat but it was just awkward and very uncomfortable now. I understand you get plenty of customers and my family not eating at your restaurant or this review is not going to impact anything, but its the bare minimum to be nice to others that are being nice to you. Still don’t know what we did to make him be this rude to us. One good thing was there was no swearing. And apologies from me, if he has any social issues and that was the reason for this...

I visited your establishment in Luton airport on 22nd Nov 2024. I was looking for a single table but unfortunately they were all occupied, well with single people's bags and coats. I was greeted by a lovely girl and she said that I could sit at a booth for 4 people. I said that I would move if they needed the table. She said it was ok for now. About an hour later a very rude individual approached me asking if I was having food. I said no just drinks. She said that she was short of tables. I tried to explain to her that I told the previous girl that I would move if necessary. I was in mid sentence when she quite loudly cut me off. Other guests were looking at me and it was quite embarrassing. However I located to a single table. A very helpful girl called Lizzie attended to me. I said that I wasn't happy about the treatment from the previous lady. She apologised for her colleagues conduct. I asked if I could speak to a manager. But alas the offender was the manager on duty at the time, which was the afternoon shift. This all happened between 13.30 and 14.00. I visited London from Ireland to see my favourite play in the west end. An Irish play called Juno and the Paycock. I have a walking aid and I was extremely well looked after by everyone on my travels. This was the only unpleasant experience by this individual. I compliment all of your staff at this premises, bar the manager at the time. I used to live and work in London for H.Samuel for 25 years. I also owned bars, the last one being the Swan and Sugarloaf in Dock Head Bermondsey, sadly now closed and converted to high end apartments. Hospitality is a very hard business and doesn't suit everyone. The worst part of all this is that my occupation now is that I am a mystery shopper. Maybe I am more aware of the treatment of guests. I'll say no more, as we say in Ireland. Thanks to everyone else for their attention, I...

Absolutely outstanding experience at the Luton Airport today!

I had the pleasure of enjoying the Wagyu brisket with fries, sauces, and corn, and I must say it was nothing short of phenomenal. The quality of the ingredients and the finesse of the chefs truly blew me away. In the middle of the bustling airport chaos, the kitchen operates like tiny airplanes taking off one after another. Yet, each dish lands on the table perfectly hot, delicious, and beautifully presented. A special mention goes to Anna, our server today. She was like a little bee buzzing around gracefully, making sure everyone was looked after, all while keeping a bright smile on her face. In times when genuine hospitality feels rare, Anna was a shining example of what great service should be: kind, knowledgeable, and effortlessly warm. I must also share one more candid note: I happened to sit near a group of people who clearly arrived already bickering, then decided to moan about absolutely everything, proudly declaring that since they were having a bad day, everyone else should too. I truly can’t stand people who create drama just to wallow in it. Fortunately, even their sour mood couldn’t spoil the incredible work of this team. I am honestly full of admiration for how the entire crew manages to deliver such high-quality food in such a fast-paced environment. Hats off to the chefs for crafting dishes of this caliber you’d think they had a fine-dining kitchen tucked away behind those tiny airport windows. Thank you once again to Anna for making the experience extra special. Despite the obvious demands of the job, she maintained her cheerful spirit throughout. Highly recommended this place is a gem at the airport, and a testament to what passionate people can achieve even when surrounded by travellers dragging along...