Subject: Complaint Regarding Customer Treatment at Le Pain Quotidien - Brussels Airport (24 June 2026)
I am writing to express my disappointment regarding an incident that occurred at Le Pain Quotidien in the departure hall of Brussels Airport on 24 June 2026 at approximately 7:05 PM.
My family and I were accompanied had chosen this establishment to enjoy a coffee together and say goodbye before our family members departed. Due to our respective professions, we are often separated for extended periods. , opportunities to spend time together are limited and particularly meaningful.
As the restaurant's advertised closing time was 8:00 PM, we reasonably expected to be able to remain for a short while and enjoy a coffee together.
Shortly after we sat down, an employee approached us and informed us that we had to leave because she wanted to begin cleaning the area. I politely explained in French that there were still approximately 55 minutes remaining before closing time and asked whether we could stay for a few more minutes to finish saying goodbye to our family.
The employee continued insisting that we leave. I repeatedly asked her to leave us alone for a few minutes so that we could spend our final moments together as a family. However, she continued the discussion and did not respect our request.
I would also like to note that French is not my native language. The staff member appeared to communicate exclusively in French, which created a significant communication barrier. Unfortunately, this may have contributed to the misunderstanding and the inappropriate manner in which I was addressed.
What made the situation even more confusing was that other customers in the same area were left undisturbed and allowed to remain seated. The apparent difference in treatment was difficult for us to understand.
The repeated interruptions eventually created an uncomfortable and tense atmosphere. Out of frustration, I made a firm remark asking to be left alone so that we could continue our farewell. The employee apparently considered this remark to be insulting and decided to call the police.
When the police officers arrived, I calmly explained the situation. After listening to our explanation, they simply advised us to have our coffee elsewhere.
What surprised us most was that other customers remained in the restaurant and continued to be served. Furthermore, at approximately 7:45 PM, only fifteen minutes before the official closing time, I personally observed the same employee serving another customer two beers. This raises a legitimate question: if the establishment was still serving customers at 7:45 PM, why were we being pressured to leave already at 7:05 PM?
Our disappointment is not related to cleaning procedures or closing preparations. We fully understand that staff members have duties to perform before closing.Although asking us to leave 55 minutes before closing time is exaggerating early! Rather, our concern is with the manner in which the situation was handled and the apparent lack of courtesy, empathy and customer service shown towards us.
We were simply trying to spend a few final moments with family members before their departure. A small amount of flexibility and understanding would have completely avoided this unpleasant incident.
I also find it particularly concerning that the employee chose to involve the police after I had repeatedly requested only a brief opportunity to complete our farewell.
From my perspective, the situation escalated unnecessarily.
Rather than allowing us a few minutes to finish saying goodbye, the repeated insistence that we leave led to an avoidable confrontation and ultimately police involvement.
The treatment we experienced felt both disproportionate and inconsistent with the standards of hospitality that customers expect from Le Pain Quotidien.
I am genuinely curious whether Le Pain Quotidien considers it acceptable that certain customers are asked to leave almost an hour before closing while others are allowed to remain and continue receiving service in the same LPQ area!.
I filed an official complaint about this harassement by LPQ staffmember! read more