I ordered lunch from Eataly at Leonardo da Vinci (Fiumicino) Airport in Rome.
The order itself was something of an ‘adventure’, as Eataly doesn’t use the queue numbers found in other delis:
before the queue machine was installed at Esselunga, people used to get into scuffles.
We’re talking about the 1980s, an experience already familiar to the entire large-scale retail sector. Eataly should seek advice on this.
Not least because, as we shall see, it’s not just about that (the queue numbers).
Is it really easy to order?
The ‘experience’ is the one described on this sign, which ,however , doesn’t take into account the initial stage – namely, managing the queue at the till.
And that’s not all…
The slice of tuna never made it to the table.
And Eataly has no idea what customer service is: there’s no dedicated help desk.
I should have queued up at the till again, but… the customer in a hurry – we’re at an airport, after all! – doesn’t know who to turn to.
So I had to give up on the dish and the refund: a disastrous experience.
P.S.: The spaghetti with tomato sauce, for something that’s pre-cooked and reheated, wasn’t bad. But it’s not enough to make Eataly an efficient ‘Italian-style’ fast-food outlet.
