human
I want to start off by saying the service while I was physically at the restaurant was amazing. This review is not about any one waitstaff or server who messed up. This is about a larger organizational problem in terms of the standardized operating procedures for customer service situations that don't happen regularly (but are obviously bound to happen)My partner and I ate here Saturday for dinner, because we were celebrating his birthday. He's forgetful, because he has ADHD. Thus, he left his fanny pack containing his ADHD medication and various other things that he normally carries on his person at the restaurant. (He usually keeps his important ID and other cards on a magnetic phone wallet and his car keys in his pocket, so when he did the basic phone/wallet/key check, he had it all.) I'll be the first to say that him forgetting his bag is definitely his fault, not the restaurant's.At this point, you might be asking Why this review? What warrants 1 star if it was your partner's mistake? Well if you have some time, let me explain For context, my partner and I live about a 40 minute commute from Flights. He didn't realize he had left his bag until we got home. I called the restaurant to verify that his bag was there, and the restaurant confirmed that they had it and we could pick it up. We'd had a long day, so I asked if the restaurant would be okay with us picking it up Sunday when we would be back in the area and they confirmed both the day and the time. Awesome, right? Flights is living up to their image of customer service.Fast forward to Sunday night at the agreed upon time, I called as a courtesy on my way to the restaurant at around the time we had agreed to make sure they had the bag ready. What ensued was what sounded like multiple employees running around trying to find it, and no one knowing where it is or how to contact someone who would know. I was told that no managers were on shift at all, and no one else who would be working tonight was going to be able to access the back office, which was the only place left to look. Apparently, it was also going to be impossible to reach a manager to be able to even confirm that the bag had been left there in the office. Now don't get me wrong I know Sunday was a holiday. But that's exactly why I asked on Saturday if it would be possible for us to pick it up Sunday, because if they had said no, we could've taken the hit with the gas and time to go Saturday night to pickup the bag instead of this runaround that's going to take multiple days for my partner to retrieve his medication.If this was a fast food restaurant, I'd say I probably would've expected this to happen. But I'm pretty sure Flights is considered a little nicer than McDonald's or Burger King, so I'm incredibly disappointed in this response. I also highly suspect it definitely was possible to be able to call the people who had worked the day we dined there to at least confirm that no one stole the bag and to be able to call at least one manager to verify when they would be back in for us to pick up the bag. Or if that actually wasn't possible, then Flights needs to revamp their standard operating procedures, because being unable to respond to relatively reasonable questions (e.g. when will a manager be there for us to retrieve the bag?) is poor customer service, especially paired with the fact that I had already scheduled a time with someone who worked there to retrieve it. This was last weekend, so I will update next week with what happened during the week following.
gpt
{'overall_sentiment': 'negative', 'aspects': {'Staff Service and Behavior': [{'Extracted Segment': 'I want to start off by saying the service while I was physically at the restaurant was amazing.', 'sentiment': 'positive'}, {'Extracted Segment': 'What ensued was what sounded like multiple employees running around trying to find it, and no one knowing where it is or how to contact someone who would know.', 'sentiment': 'negative'}, {'Extracted Segment': 'I was told that no managers were on shift at all, and no one else who would be working tonight was going to be able to access the back office', 'sentiment': 'negative'}], 'Food Quality': [], 'Price and Value for Money': [], 'Ambience': [], 'Other': [{'Extracted Segment': "This review is not about any one waitstaff or server who messed up. This is about a larger organizational problem in terms of the standardized operating procedures for customer service situations that don't happen regularly (but are obviously bound to happen)", 'sentiment': 'negative'}, {'Extracted Segment': 'I also highly suspect it definitely was possible to be able to call the people who had worked the day we dined there to at least confirm that no one stole the bag and to be able to call at least one manager to verify when they would be back in for us to pick up the bag.', 'sentiment': 'negative'}, {'Extracted Segment': 'This was last weekend, so I will update next week with what happened during the week following', 'sentiment': 'neutral'}]}}