I am extremely disappointed with the service provided by burger king at Valencia airport. On the 20th of July 2022 at 3pm, whilst waiting for my flight, I decided to have a sunday ice cream from burger king. Initially, I tried to order the ice cream on the screen devices available at burger king, but after a couple of times of unsuccessful attempts, I decided to join the massive queue as I heard other people around me complaining the screens were not working properly. Some people had not been issued a ticket number but had been charged, and others like me, simply had had their payment cancelled. After waiting patiently for about 20 minutes, when it seemed that finally my turn was coming , the cashier operator left for her lunch break and none came to replace her. The other people working at burger king were completely focused on getting the requests from those who had been issued a ticket and those had been charged and did not care about people who wanted to make a new order at the cashier. After another 20 minutes waiting, the lady next to me asked one of your attendants as she passed by, if someone could take our orders since we had been waiting for a long time. The attendant looked at us and carried on with what she was doing completely ignoring us. I then decided to speak to that attendant respectfully asking her to take our orders or find someone else who would do that. She said she could not take our orders since the cashier operator had left taking the cashier with her. I asked her if she could take my order since I only wanted an ice cream and she said she was not allowed to accept cash without the cashier to make the order. I then asked her to ask the person responsible to take the orders to come over, as it was not right to simply be unable to make our orders due to their unwillingness to work. As she was not being cooperative nor helpful, I eventually asked to speak to her manager. She said there was no point asking to speak to the manager, because it was not her fault and there was nothing else she could do to help us. After much insistence from both parts, one of her colleagues shouted from far that a cashier operator would come soon. I asked her in exactly how many minutes she would come since I had been waiting for the operator to come for some good 20 minutes. She then said the cashier operator would be back in 5 minutes. After waiting for another long 5 minutes with no updates, I went back to the same attendant to ask her how much longer would the cashier operator take to what she replied with an attitude she did not know. I asked her to check and she told me she could not do it. Her colleagues working next to her and herself were laughing and smirking blatantly. I felt completely shocked with what my eyes were witnessing. I then demanded to speak to her manager and whilst she kept denying my request, her manager came over. I asked him if he could speak english and he said he could not. I then reported all of this awful experience to him with my poor spanish, and asked him if he could get her to apologize for her appalling behaviour to which he replied he could not do it because that would be humilliating to her and told me he would talk to her in private later on. He also apologized for her behaviour and admitted that was not right. I then asked him how could I make a complaint and he told me I would need to fill a form, take it to some address in Valencia and pay 30 euros to make my complaint. I told him I do not live in Valencia, I was travelling to somewhere else soon, so I obviously would not be able to go to that address and asked him once again how could I make a complaint in that case and he told me the only way he knew was to fill that form, take it to that address in Valencia and pay 30 euros. I said I was sure there was another way to make a complaint about their chaotic service and I would find out online. He apologized once again and that was all. I left with no ice cream after standing at burger king for over 45 minutes. I am also quite gobsmacked with the fact burger king makes it so hard for their customers to leave a complaint concerning their service online, simply because they do not care and they do not want people to know how bad their service is. I have been to many places and I have never ever experienced such a bad customer service as with Burger King Spain. In one word, horrific!
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