Subway, Grantley Adams International Airport

a month ago

This Subway at the Barbados airport delivered one of the most unacceptable customer service experiences I have ever witnessed anywhere in the world. I was handed a cookie that looked partially eaten barely a quarter remained. When I questioned it, the staff tried to gaslight me by insisting “that’s how our cookies come,” even though full, untouched cookies were visibly sitting behind them. What followed was an attitude so dismissive and rude that it genuinely shocked me. I’ve spent time in Barbados and received nothing but warmth, respect, and kindness from almost everyone but this single location managed to create a lasting negative memory in minutes. It is unbelievable how a team so unprofessional and so poorly trained is allowed to represent an international brand in an international airport. Their behavior showed a complete lack of respect, accountability, and basic customer care. Not one person made an effort to correct the situation or even acknowledge the issue. Instead, they acted as if providing substandard products and speaking to customers with hostility was normal. This staff desperately needs retraining not just in customer service, but in the fundamentals of professionalism. Their conduct was embarrassing, careless, and far below the standards of the country they represent.

10 months ago

Rude and careless staff. Saw them laughing/giggling and just gossiping behind the counter while there is a big line of 10-12 customers just patiently waiting in line. They also have false advertising - even though they show it on board above, they have NO veggie patties, NO pizzas. When i asked them if they have pizza, they simply laughed at me , as if i asked a wrong question to them.

a year ago

This subway is past security in departures food area. I first went by it and there was a decent long line with airport worker at the end of the line, so I walked around the whole departures area, every gate, looking at stores and restaurants and planes and came back, the line was the same length and the airport work only moved 3-4 spots up and was just ordering. I came back in a hour and the line was shorter so thought "now or never" and got in line. The order taker was ok for me, but was rude to 2 separate ladies trying to ask questions, and only smiled when her friend came to ask her something. Then there is about 8 subs on the table, each from different people, all just waiting for the vegetable and sauce. Extremely slow, staff kept stopping every 3 min to stand around and figure things out. Order taker just sits there and slowly types it it. They also did not have the southwest sauce I love, only Chipotle sauce. On the plus they did have tomato's which was hard to get at other restaurants Overall a slow experience

11 months ago

This has to be some of the absolute worst customer service I have ever experienced. Stood in queue for over 15 minutes and all the staff stood out the back laughing and gossiping (yes we could hear them) ... people were yelling out for their attention and we were being completely ignored. By the time the finally came out to serve, there was a queue of 10 people waiting. The rudest woman ever began serving us, no smile, no greeting, just yelling at the customers and rolling her eyes. I was first in queue and she took multiple orders while my sandwich just sat there waiting, getting cold and literally just sitting on the bench. She actually told me off for requesting salt and pepper! Given I'm paying I can request what I want!! From originally lining up to receiving my food it was over 30 minutes! This is an utter joke for "fast food" ... you get served faster in an actual restaurant! Not once in that entire 30 minutes were staff anything less than rude, aggressive and terrible towards the customers. These staff are beyond retraining, they need to be fired and to never work in customer service again. Get new staff at this store before you lose all your customers. Appalling behaviour for "customer service" staff.

a year ago

As I settle down to write this review, I am still reeling in shock with my experience. Here goes. On Saturday morning (November 30, 2024), I entered the queue at this outlet to purchase a takeaway breakfast meal prior to boarding a flight. A group of about 4 uniformed airport personnel were ahead, with another standing some distance away who graciously permitted me to skip ahead upon my inquiry of her place in the queue. The two female Subway employees clearly were familiar with the group of 4 customers as they were laughing and chattering while everyone else awaited service. A few moments later, another uniformed officer joined the queue and started voicing her order even though myself and 4 fellow passengers were ahead. At that point, I indicated to the employees that we had been standing for a while with no communication nor service, that another customer was attempting to place an order 'out of turn', and that we had a flight to catch. This obviously was not well-received by the employees, as evidenced by the body language and murmuring which followed. This was further punctuated by the impatient customer who voiced something about 'the eggs have to fry". The poor service continued, and so did the laughter and conversation. It must be noted that I was joined by a 70+ fellow traveller, a diabetic, who was beginning to feel sick and expressed the desire to leave rather than remain standing in line subjected to such poor service. The other 3 colleagues left in disgust as it seemed as though a war was mounting. At that point, a gentleman, seemingly a Barbadian national by his accent, had seen and heard enough and moved towards the counter, clearly expressing his disapproval of the behaviour of the employees, threatening to report the matter. When he asked one employee (slim and tall female) whether she was the supervisor and engaging in such ‘foolishness’, and highlighted the importance of travelling customers to her employment, her response was that "they don't pay me", even though he angrily reminded her that if persons do not travel, then her service at this outlet is not required. It only got worse. There were much rebuffs and resistance, while the group of uniformed officers became more enthralled in the exchange. One of them was clearly heard mockingly asking, "Why don't they jump over the counter and make their own breakfast?" This, without any rebuke by the employees or disassociation from this rude remark. Eventually, the representative from the airline arrived at the counter, I suppose to ensure that we were served since we were earlier presented with meal vouchers following the cancellation of our flight the evening prior. She proceeded to converse with the employee at the cashier, visibly seeking some assistance with expedited service. Again, the aggrieved pack (which was now joined by the impatient customer who had moved ahead and placed her order anyway and was being served ahead of us) was quite boisterous, with one of them saying we needed to come to the airport earlier. At that point, the airline representative raised her tone, expressing how inappropriate the comments were and, like the gentleman, disapproving of such conduct. If I were a young, social media-friendly type, perhaps I would have pulled out my phone and captured this unpleasant occurrence for some unfavourable publicity. But then, the avalanche of shock and disbelief experienced may have paralysed me anyway. All I could have done was to stand in protest, absolutely sure of my stance that I would not be chased away by such reckless behaviour. I say reckless, because these individuals are supposed to be important faces of the tourism industry of Barbados and did a very horrible job of marketing Bajan hospitality on that morning. I trust that this incident is seriously investigated and the culprits are held accountable. No one should ever be subjected to such nasty and unwarranted behaviour. I trust, too, that there were cameras in place that could tell this horrid story much better than I have.