Images

What happened at Cafe Flo: discrimination or just a prudent security measure?

What happened at Cafe Flo: discrimination or just a prudent security measure?

Restaurateur Sikander Rizvi and disgruntled customer Waqar Siddiqui tell their sides of the story
04 Aug, 2016

Did Cafe Flo really bar a customer from entering simply because he arrived there on a motorbike?

This is a controversy that's weighing on a lot of people's minds on social media, as it divides them into two camps: those that side with the restaurant and its apt concern for its patrons' safety and those that side with the slighted customer, Waqar Siddiqui, who lodged a public complaint of discrimination via Facebook last night.

We spoke to both parties to see what else they had to say on the matter.

Speaking to Images, Waqar began his narration of the evening's events as follows.

"My two best friends and I love to check out new places. We were discussing this Cafe Flo, and thought we should check that out too. So we decided to go yesterday.

"I arrived at the cafe before my friends, so I called them and they told me they'd reach in 10 minutes. They were bringing a client for our new startup, a small online store, so I was quite excited.

"I parked in the bike parking area in front of the cafe, and proceeded to head inside. Suddenly, the guard stopped me and asked where I was going. I said that I was going inside the cafe, to which he asked me why I was doing that!

"I said to him, 'This is a cafe, right?' He said yes, but asked me again why I wanted to go in. I said I wanted a cup of coffee. He said that the cafe doesn't serve coffee and asked me to leave. I have to mention that his tone, while not insulting, wasn't very polite either. He just refused my entry."

"I called up my friends to tell them I'm not being allowed in. My friend protested, 'But we are on our way.' So I thought 'Okay, I'll just wait by my bike.' I checked my Whatsapp in the meantime, and 5 minutes later, my friends arrived. When I told them again that they're refusing my entry, my friends didn't get off their bike and instead went ahead to receive our client whom we had asked to meet at Cafe Flo.

"Now, I went to the guard again and asked him why he wasn't letting me in. He said we don't serve coffee. I said, 'But you serve food, right? What if I want to eat here?' He said 'No, you first said you want to drink coffee.' I asked him if he asked every customer about what they wanted to eat before entering. He said no. Then I asked him why he was stopping me. He said, 'Because you are on a bike.'

"I just went in shock. I said, 'What did you say?' He said, 'You're on a bike and you're trying to enter. That's not our policy.' I asked him again in shock, 'Are you not letting me in because I'm on a bike?' He said, 'Yes. that's why you're not allowed.'

I didn't say anything then. I just returned to my bike, trying to calm myself down, and then decided to put the matter on social media. Then, I left."

Actor and restaurateur Sikander Rizvi, whose mother established Cafe Flo years ago, tells a different story.

"Waqar has made it look like Cafe Flo discriminates against people on motorbikes, and that's simply not true. We've been in the business 18 years — you can't stay in business that long if you don't entertain people from all walks of life. We have customers who dine with us in shalwar kameez, in jeans, in niqabs, and they come to us in all kinds of transport."

"This is simply misinformation. Waqar says he was discriminated against on the basis of what he was driving. Actually, he was not allowed entry for security reasons. Our security guard has been with us for 7 years and we trust him to make certain calls. He said this gentleman parked outside Flo on a motorbike, then spent about ten minutes on his phone while observing customers going in and out of the restaurant. After some time a few other men showed up. Then Waqar came up to the guards wanting to enter the premises, and the guard informed him that we don't serve coffee and that the cafe was full. According to the guard, he never said anything about a motorbike."

Waqar, however, insists the guard brought up his bike as the cause of his barred entry.

"I specifically asked him why he was refraining me from entering. He said loud and clear that it was because I am on a motorcycle. I think that's unacceptable. And if cafes don't want to entertain customers on bikes, they should post that on their gates. We won't come. Seriously, we will find another cheap place for ourselves. But hearing that from your guards, when you actually have an appointment to meet someone is frustrating. Well, the good news is that we covered it up with the client and took him to Boat Basin.

"I think any cafe or restaurant has the right to refuse service to anyone. I don't think that's a bad thing. But guards giving out menus? Is that how lavish cafes are operating now? Where are the floor managers?

"The most disappointing thing is that instead of the cafe management asking me what happened, they are giving lame excuses on their Facebook page that I was staring at customers and me and my friends were attempting some kind of break-in. Please show me the footage that shows that they even left their bikes; they just moved ahead to take care of client. I was the only one there."

Sikander, on the other hand, points out that this whole situation could have been avoided had Waqar just asked to speak to the management:

"The issue would have been resolved if Waqar had asked to see the manager then and there. If he had asked, the manager would have come to the gate and spoken to him and judged the situation for himself. But Waqar didn't do this, he simply walked away and then posted this on Facebook.

"I think that was a very unethical thing to do. He could have easily gone to management, but he didn't. Now he's trying to drag Cafe Flo's name through the dirt.

"You can't make assumptions about an entire restaurant based on one interaction. That's totally outrageous," Sikander adds, "This was simply a case of ensuring security for our customers, and the guard made a decision on the spot like he has been doing for years."

Comments

Ahmer Aug 04, 2016 05:26pm
Why should he have asked for a manager? This is a contradiction to the cafe's earlier statement. They said they trusted their guard to make certain calls, so the guard was essentially the manager there. This is quite rampant in our society. I would share a similar story in the next comment.
Recommend (0)
Ahmer Aug 04, 2016 05:31pm
I was traveling to Europe once with all the required documentation with Qatar airways. I was told at Karachi airport that I was not allowed to board because they did not have clearence for me which I couldn't understand why. I losy my temper and I started raising my voice and English is my first language so I was ranting in that. One of the junior staff member told his supervisor who was hindering my travel, "sir, yeh angraizi achi bolta hai, ameer khaandaan ka ho ga, janay dain warna koi problem aap kai liyay na ho jai". Lo and behold, after my outburst, they became mellow and polite and let me go easily plus gave me some refreshments in the lounge to make up for their attitude.
Recommend (0)
Hassan Abbas Aug 04, 2016 05:44pm
Stopping specifically few people because of their means of transport or their look is not justified. If they want to install security, then they should check everyone. Stopping people on pick and chose basis is totally discrimination.
Recommend (0)
Awesome Lyrics Aug 04, 2016 05:46pm
Wow 150 votes for people saying Resturant owners were right!
Recommend (0)
bkt Aug 04, 2016 05:57pm
The customer is always right. The guard should have called the manager himself and asked him to resolve the issue. The customer was also wrong in not telling the guard that he was meeting some friends at the restaurant but assuming he would be granted entry anyway. The only way to get entry anywhere in Pakistan for a man is if he is accompanied by a woman. Single men are always harassed, especially at night.
Recommend (0)
saeed Aug 04, 2016 06:11pm
Well cafe administration seems to be justified
Recommend (0)
Azmat Ali Aug 04, 2016 06:31pm
If this guy was there to loot and plunder, I doubt he'll be going online to complain. He's just another guy who's trying to explore how the top 1% live. Unfortunately, the top 1% don't wish to allow the rest to mingle with them. If this guy was sitting in a car, waiting for his friends, using his phone and checking out the guests, the guard would not have had an issue. If Flo wants to remove / stop anyone from their restaurant / cafe, I strongly recommend stopping those low level bureaucrats who come there with their cronies, are loud and always drinking openly. They act extremely lecherously towards "modern" women and obviously cracking rude remarks and snickering. And this is not just at Flo but at most good eateries. Once the owners find the gumption to stop these folk from entering the restaurant, i don't have a problem with them stopping anyone else. Otherwise, it is discrimination based on the perceived "status" or "class" of the customer.
Recommend (0)
Hasan Aug 04, 2016 06:34pm
This is total discrimination against the motorbike customer
Recommend (0)
TINA Aug 04, 2016 06:36pm
The cafe can not just sporadically choose and stop someone from entering. This is out and out discrimination and it is sad that the Cafe's owner is coming up with self contradictory excuses rather than admitting the mistake. Do they realize stopping only a single person could be inhumane and insulting?
Recommend (0)
naeem Aug 04, 2016 06:44pm
We are an elitist, class based, hypocritical society. Lets admit and move along. The whole idea I go to expensive, posh places ( from the times 20 years ago when I was dating to now when I have two kids) is that I want to avoid the masses......I don't want to rub shoulders with the ' common man'. I pay for that exclusion. Right of admission are reserved...even for jannat!!! You can't even enter Jannat without the " boarding etc" , why do you think you can get away from that in a capitalist, imperfect world.
Recommend (0)
A khan Aug 04, 2016 06:47pm
You are expecting him to ask that guard to call manager for him? Laughs and laughs
Recommend (0)
Dr. Samie Asghar Aug 04, 2016 06:52pm
Really disappointed by Café Flow and the lame explanation their owners are offering. If it was because of security they could have asked the guest to show his identity card or some other document identifying himself and the problem could have been settled. If they have this such security concerns they should have some standard mechanism rather than leave it to their guards judgement call. Restaurants like places should be hospitable and should welcome their guests (as all do...) rather than od stupid things like this. I would never want to go to this place. Why to risk being judged on my appearance to be granted entry. Will never go to café flow until they apologize to Mr Waqar and their friends.
Recommend (0)
Javed Aug 04, 2016 06:54pm
If the story of customer is correct then this management should be ashamed of this disgraceful act. I am in Moscow at the moment and just visualized how i would i feel if some one denies me entry like this. What a disgrace and its happening in my country where this elite class (unfortunately which am part of) quiet often talk of prejuidices.
Recommend (0)
Avg Joe Aug 04, 2016 07:01pm
According to the guard " He said this gentleman parked outside Flo on a motorbike, then spent about ten minutes on his phone while observing customers going in and out of the restaurant. After some time a few other men showed up. Then Waqar came up to the guards wanting to enter the premises...". Now lets get one thing straight..most muggings, phone snatching and target killings in Karachi usually happen by perpetrators riding on bikes. And this does appear to be a security risk given the situation in Karachi. To the guard it does seem shady as this guy came and parked in the parking lot, hung there for a while, made some calls, his friends also arrive on bikes and now they could possibly loot the place. I dont think this situation would have had occurred had the chap not waited and made calls from his bike in the parking lot. Dont mean to discriminate against bike riders but unfortunately such is the state of affairs in our city. There should definitely be zero tolerance for any activity that appears shady or a possible threat.
Recommend (0)
Talha Aug 04, 2016 07:23pm
I think there is no right or wrong in this unfortunate episode. I think both sides are responsible for managing the situation immaturely. If I was the security guard it would be my responsibility to observe the customer's behaviour in detail. It may look a bit unusual to see a customer who cannot afford a car trying to enter an expensive restaurant all alone to have coffee only. I, as a security guard would consult my manager before giving a final no entry verdict. Anyhow I am sure there are many other places where this gentleman could have been welcomed properly.
Recommend (0)
umair Aug 04, 2016 07:41pm
No one seems to be at fault here. Cafe didn't want they guy in their premises so they denied him service and the guy didn't like the attitude so he posted his experience on facebook. There is nothing unethical about him posting it on facebook
Recommend (0)
Tahir raouf Aug 04, 2016 07:45pm
You put absurd question at the end regarding whole situation. All answers will ne in No. Let me tell you the same situation once occured to me and family at hsinkuang lahore where the did not allow me to park the car, i complained to the management but to no avail, they turmed deaf ear.
Recommend (0)
lahori Aug 04, 2016 07:45pm
"Waqar came up to the guards wanting to enter the premises, and the guard informed him that we don't serve coffee and that the cafe was full." Is it a cafe or a club, Is the person outside was guard or bouncer???
Recommend (0)
Anwar Sadiqque Aug 04, 2016 07:51pm
Is this what Pakistan has come to? The guard has to determine if the customer might be a terrorist? I have some very happy memories growing up in Pakistan in the 1970s.
Recommend (0)
ibs Aug 04, 2016 08:12pm
The guard was doing his job & used his best judgement. What would the manager do? He didn't see what the guard saw. Had an incident taken place in the cafe then we would see every single person complaining here saying WHAT IS THE GUARD FOR? WHY DID THE CAFE HIRE A DUMMY TO STAND UP FRONT. Blah bla. Let it go guys. At the end every establishment has a "Rights of admission reserved" policy.
Recommend (0)
Qasim Aug 04, 2016 08:17pm
After reading this news, and views from both sides, I have to say (trying to be objective as possible), that Cafe Flo has let themselves down quite badly in this particular case....I eat there quite frequently and truly enjoy this refine eatery. To resolve this matter amicably, in my view the proper way would be for Cafe flo to invite the agrieved party and give them a good lunch/dinner on the house as a gesture of goodwill :-)
Recommend (0)
Naeem Aug 04, 2016 08:19pm
So even if we believe the cafe, that it was the guard who made the judgement because he thought this person was acting suspicious. At least now they know that this person was not a threat and the least they could do is apologize for the guard's mistake. But you can't expect anyone to apologize for anything in Pakistan. It is sad but we live in a culture where people never admit they are wrong Cafe Flo is no different.
Recommend (0)
Cardin5 Aug 04, 2016 08:36pm
I think the poll does not mean that the restaurant was right. It just about security and yes restaurants are responsible for it. Now on the other hand is Cafe Flo now handling the situation correctly. The answer is a Big No. For any customer service organisation customer comes first, instead of starting a blame game on the media they should have contacted the customer and apologised and explained to him why there was a misunderstanding. I am sure any decent man would have understood and would have forgiven them. So on this one though they had the right to refuse but they managed the fall out in a very immature manner. Cafe Flo should fire their PR team for this if they have one
Recommend (0)
CALCUTTA MAN Aug 04, 2016 08:59pm
@Ahmer I agree with you. The cafe management's argument that this customer did an "unethical" thing by using the social media is very specious. You are in the hospitality business for Christ sake!!! YOU are supposed to preempt customer going to the social media.
Recommend (0)
Kamran Khan Aug 04, 2016 09:17pm
I think wrong question is posed for people's opinion. However, going through the story, I would side with cafe's management and guard's judgment. Every place has a certain stature, and requires people to respect that. If this person wss reasonably dressed, proper in his attire, however rejected only because he was riding on a bike, then it is wrong action by the guard. If otherwise, I would respect guard's call, because he was just doing his job.
Recommend (0)
SAK Aug 04, 2016 09:27pm
Dear Cafe Flo, please learn the very basics of hospitality/service/PR. Surely 18 years should have taught you that. The matter could have shaped very differently if you had bent a little - swallowed your unearned pride - and go out of your way to woo the disgruntled customer. That would have made a positive story that could have helped publicize your joint as well. But, alas, we all are Pakistanis - fully stuffed with false pride and unfounded arrogance - playing the role of Mughal emperors even if it costs us in terms of loss of friendship, civility, or even money!
Recommend (0)
UT Aug 04, 2016 09:33pm
The customer was the victim of discrimmination. Not the owner of the cafe. It's an age old reversal tactic of the bully (the cafe owner) to lay blame on the customer. If the cafe owner understood his role as a Muslim owner of a business establishment, he would whole heartedly admit his mistake & remedy it by apologizing to the customer & retraining his employees in proper Islamic etiquette. The owner could use that retraining as well. Learning how to respect his customers would benefit not only himself and his employees, but set an excellent example for the general society against the age old problem of the socio-economic elitists. To the cafe owner, take this as a learning moment please. Do not take it as an attack on your character or business ownership. Inshallah. To the customer, take this as a learning moment too. Also, curb your anger when you park your vehicle. Remind yourself of the Hadith, 'Do not get angry, Do not get angry, Do not get angry.' Inshallah.
Recommend (0)
Khan Aug 04, 2016 09:43pm
@Ahmer A very similar thing happened to me as well at Karachi airport couple of years ago
Recommend (0)
a Aug 04, 2016 09:47pm
Nothing wrong with refusing to entertain a guest. The poor guard is hardly to blame, he's been fed that 'two wheeler crowd' isn't welcome.
Recommend (0)
Adil Jadoon Aug 04, 2016 09:47pm
@bkt there is a good reason for that too, a lot of our men are not properly brought up!
Recommend (0)
Muhammad Ali Aug 04, 2016 09:48pm
I would like to point out that any person who is there with the intention to loot or rob someone will not wait for a lame non-trained improper sleep guard, rather they will walk right in. Secondly even weird and unsafe people come in cars and do all types of unsafe + insecure stuff so sorry but cafe flo needs to issue an apology. This arrogant behavior is unjustified, you think a person on a bike is suspicious then guards should check him thoroughly for weapons and have security scanners there for safety but not letting someone in is discrimination, FULL STOP!
Recommend (0)
fuad Aug 04, 2016 10:07pm
Does "RIGHTS OF ADMISSION RESERVED" ring a bell? Yes, a discreet sign outside many restaurants has been the rule for the last many years in Pakistan. Cafe Flo practiced this rule i believe!!!
Recommend (0)
Maestro Aug 04, 2016 10:13pm
Rights of admission reserved clause applicable here.
Recommend (0)
taimoor Aug 04, 2016 10:29pm
Some of the comments here shock me. Cafe flo maybe a lavish restuarant, but no it does not represent the top 1% and their life style. I have been there mutliple times, in rickshaws , getting off the bus and walking towards the place, bike and cars. Never have I been stopped by the guards or the management. However, if anything of the sorts may ever happen to me, I would rather insist to speak with the management. the guard made a decision assessing the situation and he had the right to do so. in the 7 years working there he must have done that plenty of times and he may have been right in the past. It was unfortunate that the guy wasn't allowed entry, however, the scenario could had been avoided if he had spoken with the management.
Recommend (0)
Sara Aug 04, 2016 10:46pm
@Azmat Ali you are right. I had been harassed by one of these cheap men who came with a foreigner once at Flo. Won't get into the details but yes! Just because a person is rich doesn't mean that they won't harrass in fact the rich ones do it more!
Recommend (0)
Nawaz Islam Aug 04, 2016 10:46pm
Reminds me of a recent incident when I was not allowed to enter City Centre Mall in Doha because it was a "family day" while I could see European single men walking past by me into the mall unchecked. Had I got a different skin colour I would have been welcomed in too.
Recommend (0)
Mohsin Aug 04, 2016 10:47pm
wow !! the results of polls are in favor of discrimination ... tells a lot about LOT from defense and all those posh areas worry about their living standards not to be disturbed by a commoner ... Disgusting.
Recommend (0)
lubna Aug 04, 2016 11:07pm
Pakistan is not a western society where every single individual is aware of public behavior standards they must be adhere to. Pakistan consists of people that come from a huge variety of backgrounds and schools of thoughts. Hence, no one individual is adhering to same public behavior standards. Some people think its okay to " show off ", make crude comments about a girl in a loud manner and just generally so many other dumb silly annoying things that some jaahil youth of Pakistan likes to engage in thinking everyone will be amused at their pathetic tactics. Some of these people have absolutely no manners. I've encountered these types of people too many times in restaurants. They ruin the ambience of the restaurants, only think of their own enjoyment in their own ways at the cost of ruining moods of other customers. I'm glad someone finally took action,
Recommend (0)
Hassaan Aug 04, 2016 11:23pm
Benefit of doubt can be given to cafe owner, Safety of their (inside) customers is prime responsibility of cafe management.
Recommend (0)
anony Aug 04, 2016 11:47pm
If you are denied entry to a place, simply MOVE ON. There are plenty of other restaurants. Nowadays with security concerns, and robbers/killers pillion-riding on bikes, I don't blame the poor guard at all. Infact I commend the guard for making a judgement on his own.
Recommend (0)
qaiser Aug 04, 2016 11:50pm
Management has the right to apply "Rights of admission" by law.
Recommend (0)
Munz Aug 04, 2016 11:54pm
Ok...so a restaurant has the 'right to refuse service to anyone'...very simple! They chose to refuse service to him...chapter closed!
Recommend (0)
Ishaq Aug 04, 2016 11:55pm
@Ahmer complete agree! The guard should have called out the manager if he felt there was a threat.
Recommend (0)
agha asad raza Aug 05, 2016 12:11am
I think this guy has a chip on his shoulder. The guard has a responsibility.
Recommend (0)
waleed fakhar Aug 05, 2016 12:27am
Guards hired by restaurant and such places are not trained to communicate and assist rather than they make the customers frustrated and hyper by doing cheap stuff...same thing happened with me in expo center last year in an event where i entered the hall and the guard started touching my body with out saying ,as i was not ready......this restaurant must be fined or be closed.......
Recommend (0)
kets Aug 05, 2016 12:34am
Management is right. Guard may have sensed a possibility of Dhaka cafe attack situation.
Recommend (0)
Aqal say Paidal Aug 05, 2016 01:14am
If you park your motorcycle outside and start observing customers, you are a suspect anywhere in the world. If not suspect at least you are seen as rude and trouble maker. One should wait for other friends inside a restaurant. With so many security lapses around the country a private guard needs yo be over alert and that is fine. I prefer my safety over someone's egoistic attitude.
Recommend (0)
Mashal Aug 05, 2016 01:19am
@Ahmer Actually there is no way to substantiate your story. Dawn shouldn't just publish this sort of fiction without any evidence. Having traveled around the world and taken flights in and out of Karachi many times with more or less all operating airlines, I find your story hard to believe.
Recommend (0)
Sam Aug 05, 2016 01:48am
Ever heard of 'Admission rights reserved?'
Recommend (0)
Shabbir Aug 05, 2016 01:52am
I am reminded of an incident at Marriot few years back where I had felt that due to niqaab my family did not get due service. I wrote to the head office and profound apologies were received the GM here contacted us and offered a complimentary meal and personally made sure that service received was extraordinary. If the management had given a reason that we hire paranoid waiters from American Airlines and your niqaab wearing family made them ask you to leave the premise, I would have a choice selection of words for marriot. Reminds me of the boutique owner who had her customers beat up cause they came by rickshaw. We're all sensitive about Muslim discrimination when it happens on a plane in the U.S. but always have an excuse when we discriminate against our kind. The restaurant business is the hospitality business. Be hospitable cafe flo instead of a spoiled snob.
Recommend (0)
hashim Aug 05, 2016 02:09am
We in Pakistan are galloping towards age of slaves where the rich people can implement the pick and choose policy of their choice at the place of their liking. This is just another instance where this so -called celebrity of Pakistan is showing that they are always right. I am sure they would have fired their guard right away if he doesn't stop someone coming on a bike to this celebrity cafe
Recommend (0)
Sameer Aug 05, 2016 02:35am
Welldone cafe flo
Recommend (0)
Ali Aug 05, 2016 03:33am
Where is the hospitality the protocol of customers. The security guard did wat he had to do as instructed by the owners but wat was the management doing. Don't they hav a camera at the entrance and was the camera guy sleeping and hats off to the owner instead of an apology he is on defensive role.
Recommend (0)
Omrna Aug 05, 2016 04:42am
Management would have simply said Sorry to the customer and give assurance of training to staff ,things would have ended in more positive for the Cafe and the Customer...Win Win Situation.....
Recommend (0)
Omrna Aug 05, 2016 04:44am
@Awesome Lyrics I am surprised too, these are the people who dont accept change and promote VIP culture
Recommend (0)
Omrna Aug 05, 2016 04:48am
@a What if the 2 wheeler is a Harley Davidson:)
Recommend (0)
Zahid Siddique Aug 05, 2016 05:19am
"I don’t want to belong to any club that would accept me as one of its members.” said Groucho Marx once. No cuisine or experience is worth your dignity. Boycott is a very strong word, simply avoid such places. Class based snobbery is rampant across the globe.
Recommend (0)
Zain Aug 05, 2016 07:19am
G A Chappar Hotel & Quetta Hotel
Recommend (0)
illawarrior Aug 05, 2016 07:31am
The article says he parked in the "bike parking area" - why would the cafe have a bike parking area if they did not allow entry to bike-riding customers?
Recommend (0)
Dija Aug 05, 2016 08:34am
Another twist in the story...it would have been simpler if the restaurant management would have apologized rather than coming up with new excuses and stories....
Recommend (0)
Chris Roberts Aug 05, 2016 09:06am
This is so unfortunate. Cafe Flo is a charming restaurant serving delicious French cuisine, which was established by a very nice lady named Florence, who is from France, and has been in the business for many years. It sounds like a judgement call on the part of the security guard. Waqar must understand that with so many cases of assailants riding on motorcycles, the guard probably started to panic and reacted the way he did. Knowing what has been going on in Karachi, what would Waqar have done if he were in the guard's place, especially given that there were many diners inside the restaurant? However, it is normal that Waqar felt insulted and humiliated since he was not up to any mischief. In a way, neither party was really at fault. What Cafe Flo could do is offer Waqar a complementaty dinner for two as a goodwill gesture so that he and his friend can enjoy la bonne cuisine francaise.
Recommend (0)
ruby Aug 05, 2016 09:17am
I think this will only add to the appeal of Café Flo. Most people who go there like this sort of snobbery. Good for them. For people like Waqar, this happens all over the world but there are laws against it. In Pakistan, it does seem to be a genuine security issue as well. Legally speaking, a private establishment can refuse entry to anyone. They are not bound to accept your custom. Get used to it.
Recommend (0)
ruby Aug 05, 2016 09:21am
I was not allowed in at a desi kebab and tikka eatery because I was wearing shorts as a girl. Is this also discrimination...? Let's all just move on, different establishments have different rights to reserve admission.
Recommend (0)
Khan Aug 05, 2016 09:43am
You might be looking like Pindi-boy.
Recommend (0)
Haroon Aug 05, 2016 09:57am
Restaurants may bar customers due to security risks but not for coming on bikes, rickshaws, bicylces etc. Reminds me of the Islamabad-only-for-foreigners episode. I as a Pakistani was offended then, I as a Pakistani am offended now. Shame on Flo!
Recommend (0)
Umer Aug 05, 2016 10:06am
This is just racism of another kind.
Recommend (0)
Mian Amir Hakim Aug 05, 2016 10:16am
I think the guard or the manager had no right to stop one entering on mere suspicion. Further the defense of the owner for his employees tells about "His masters voice". The civil society should boycott such places where people are discriminated. A shame ful act indeed that could be tolerated no where in the civilized world.
Recommend (0)
Ch. K. A. Nye Aug 05, 2016 10:17am
@SAK yep... "woo the disgruntled customer"... Offer him a freebie which is what he was after anyway...
Recommend (0)
Nihal Cassim Aug 05, 2016 10:50am
It's "rights of admission reserved". The restaurant is a private business. They can choose who not to allow in. Even dolmen mall and parks exercise this clause. The rejected customer has the right to complain on Facebook stating lies or truth. I support cafe Flo I'm their decision. By the way there is chef Zakir cafe two doors down and they are spamming on sms that they'll give discounts. Bon appetit!
Recommend (0)
Nihal Cassim Aug 05, 2016 10:51am
@TINA they can. It's right of admissions reserved.
Recommend (0)
Dalvi Aug 05, 2016 11:23am
This is outrageous from the people at flo/xander's. The fact they barred someone on the basisof his transport wasn't enough and now they are giving justifications? So the security guard was affluent enough to judge they would have exploded/robbed the place and asked them to leave and like merry men the terrorists are, they left peacefully? Guess they don't realize they are in the hospitality industry. No more visits from me again for sure!
Recommend (0)
Kaleem khan Aug 05, 2016 12:03pm
I can imagine Waqar what you gone through, I had not exactly the same behavior but a bit same experience, I was on holidays in Islamabad and I really like bikes got BMW800cc in UK but at Islamabad got Yamaha 125 new model, I been many times to monal and la-montana on car and never had any issue since last 10 years however I was on my bike and thought to go to pirshawa for a ride for adventure (never done that on bike before), when I went to la-Montana one of the waiter welcomed me to sit on a table, then another waiter came and offered me the menu, told him can I just have a latte (or juice don't remember excatly now) please and he refused and said we don't do single serving, I was bit surprised on did I hear what he said or he said something else and asked him again and he said the same, I said okay and waited for few minutes as I felt bit insulted and was thinking should I just leave or escalate the issue, then I called the waiter and requested him to see his manager and when manager came I requested him to take me to his line manager he asked me the reason I wasn't in mood to discuss with him but he took me to his office, staff manager asked me about what happened I told him that I was refused to serve because I asked for a coffee/juice, he tried to cover his staff (which I think wasn't a bad move) by saying actually we are running out of stock and couldn't serve you, I told him that simply not true he told me that you people don't do single serving which I think is a bad policy I been to dozens of restaurants and hotels never heard it before, staff apologized me and offered me a free drink which I refused as I wanted to leave an impact of what I differed on their single serving policy (which they said isn't the case and will make sure all waiters and staff are aware of it), I did tell them that I will visit again (didn't say but was planning to come on bike again to test if that has something to do with it which I still have strong feel was the case) to see if there policy has been revised or not.
Recommend (0)
Kaleem khan Aug 05, 2016 12:10pm
I wasn't in mood to discuss with him but he took me to his office, staff manager asked me about what happened I told him that I was refused to serve because I asked for a coffee/juice, he tried to cover his staff by saying actually we are running out of stock and couldn't serve you, I told him that simply not true he told me that you people don't do single serving which I think is a bad policy I been to dozens of restaurants and hotels never heard it before, staff apologized me and offered me a free drink which I refused as I wanted to leave an impact of what I differed on their single serving policy (which they said isn't the case and will make sure all waiters and staff are aware of it), I did tell them that I will visit again (didn't say but was planning to come on bike again to test if that has something to do with it which I still have strong feel was the case) to see if there policy has been revised or not.
Recommend (0)
Kaleem khan Aug 05, 2016 12:10pm
I had not exactly the same behavior but a bit same experience, I was on holidays in Islamabad and I was on my bike, went to la-Montana one of the waiter welcomed me to sit on a table, then another waiter came and offered me the menu, told him can I just have a latte/juice please and he refused and said we don't do single serving, I was bit surprised on did I hear what he said or he said something else and asked him again and he said the same, I said okay and waited for few minutes as I felt bit insulted and was thinking should I just leave or escalate the issue, then I called the waiter and requested him to see his manager and when manager came I requested him to take me to his line manager he asked me the reason...
Recommend (0)
Kaleem khan Aug 05, 2016 12:11pm
I had not exactly the same behavior but a bit same experience, I was on holidays in Islamabad and I really like bikes got BMW800cc in UK but at Islamabad got Yamaha 125 new model, I been many times to monal and la-montana on car and never had any issue since last 10 years however I was on my bike and thought to go to pirshawa for a ride for adventure (never done that on bike before), when I went to la-Montana one of the waiter welcomed me to sit on a table, then another waiter came and offered me the menu, told him can I just have a latte (or juice don't remember exactly now) please and he refused and said we don't do single serving, I was bit surprised on did I hear what he said or he said something else and asked him again and he said the same, I said okay and waited for few minutes as I felt bit insulted and was thinking should I just leave or escalate the issue, then I called the waiter and requested him to see his manager ...
Recommend (0)
Kaleem khan Aug 05, 2016 12:12pm
and when manager came I requested him to take me to his line manager he asked me the reason I wasn't in mood to discuss with him but he took me to his office, staff manager asked me about what happened I told him that I was refused to serve because I asked for a coffee/juice, he tried to cover his staff (which I think wasn't a bad move) by saying actually we are running out of stock and couldn't serve you, I told him that simply not true he told me that you people don't do single serving which I think is a bad policy I been to dozens of restaurants and hotels never heard it before, staff apologized me and offered me a free drink which I refused as I wanted to leave an impact of what I differed on their single serving policy (which they said isn't the case and will make sure all waiters and staff are aware of it),
Recommend (0)
Kaleem khan Aug 05, 2016 12:12pm
I did tell them that I will visit again (didn't say but was planning to come on bike again to test if that has something to do with it which I still have strong feel was the case) to see if there policy has been revised or not.
Recommend (0)
Umair Aug 05, 2016 12:12pm
i have been into Hospitality business. There is no way you refuse any customer judging on how they arrived at the cafe. Now the restaurant owner mentioned in the article, had the victim approached to the management there won't be any issue. I ask him what about his guard consulting the management before refusing the customer ? and if you are so concerned then why didn't you put CCTV cameras at the entrance ? Do you expect any mediocre customer stepping into your cafe should call for the manager at the doorstep ? Because that is going to happen after your guard will stop them.. not a good explanation from the restaurant management.
Recommend (0)
Umair Aug 05, 2016 12:12pm
You should on the other hand LEARN TO ACCEPT the mistake made by your guard. APOLOGISE to the customer who suffered such behaviour and give him a compensation. Instead of trolling on how the customer dragging your cafe's name in dirt why don't you make him happy and turn this bad publicity into a MONEY MAKING publicity! its not that often that DAWN and including other newspapers will write an article on Cafe' Flo!
Recommend (0)
Ali Muhammad Aug 05, 2016 12:12pm
Guard or the owner, how can they justify the decision of barring someone from entering a facility open to public just because a person spent some time in a Parking, checking out his mobile, looking at people parking besides him and going inside a restaurant? I fail to understand, like a dense student going through a thick course book, the judgment call of the guard and similarly the defending argument of the owner. Furthermore, owner argues that the management should have been called to resolve this issue. Again I fail to understand, how a person can call for the management, when a customer cannot even pass through the gate/door of such a facility. Unless of course a management personnel happened to be benching right outside that gate looking out for people who failed to enter the gates of Valhalla because of the initial qualifying judgment passed by the 7 year old royal guard. Maybe he should have shouted out "oye owner / hottul mannajur, bahir aa". I think I am making a mistake here. This was Karachi where phrases such as "yar kul mil ker koi shughal mela kartay hain" are often replaced by " yar kal miltay hain. Koi tafreeh shafree karein ge". (and I absolutely like this). Having said that, to summarize, he could have shout out in his 'nastaleeq' urdu. In any case I am quite sure that if a guard is not letting someone in due to whatever the judgment, he is definitely not going to call for the management if an entrant would request so. Now coming to the part that concerns with the validation of the fact that whether Mr. Waqar Siddiqui aka Biker Boi, was ostracized from the Republic of Cafe Flo just because he arrived on a ride which lacked two wheels or whether this was just his narration to make it look like an act of discrimination by the Management (which by the way also includes the Guard himself in case the owner is mistaken by what is a manager and the management representation). I firmly believe that no one in his right mind would overstate an issue in this way by saying that he was barred because he came on a bike because no matter what a vehicle is, it is always very precious to his owner and he would definitely not let it be belittled, be it himself or someone else. But, putting my own belief and logic aside, the focus of the owner on what actually was said by the guard is entirely wrong. A man got shunned and reluctantly got aggrieved. It would construe as a good management and a nice gesture if, even at this point, after all what has
Recommend (0)
Kashif Aug 05, 2016 12:19pm
I think customer would have a solid case if he had asked to speak to a supervisor. If he was still not allowed in then his side of the story would have more weight. We all ask for higher up when we have issues regarding customer service. This sorta issue is very common in places like New York.
Recommend (0)
samree Aug 05, 2016 12:26pm
yes... the ppl are not allowed to make entry if they are riding on bike or comes on yellow cab . i witnessed that in isb McDonlads. seems that the version of Motocyclist is correct than management
Recommend (0)
A. A. Aug 05, 2016 12:55pm
So the guard made a judgement call and the management is backing up their employee. If they don't back the judgement call of their employee, they would risk setting in confusion and demoralizing the staff. From a resource management point of view, i believe that they have made the right call. As for the customer, well, I would also be offended if I am refused entry in a restaurant to be honest. Its a pickle. My sympathize but they do have a right to refuse admission. You as a protest can chose not to visit them ever again.
Recommend (0)
Idris Hatim Ali Aug 05, 2016 01:18pm
I walk in a bank or any other institution in shalwar Kaneez- I am not ok and will be stopped for questioning by the security. I walk in with my suit- I am ok. I speak Urdu and I am not ok but if I speak English I am ok. I sometimes have to purposely speak English to take a green step!
Recommend (0)
Shan Kazmi Aug 05, 2016 02:15pm
It may have been due to the security guard only. As he has been there for 7 years he has started more than just security- "the job enrichment". A security guard's job must be rotational, otherwise such incidents or worse, are quite obvious. Secondly, the customer was used to of FB and Whatsapp etc. so he posted the incident very quickly before he could get normal or cooled down a bit.
Recommend (0)
Ali Muhammad Aug 05, 2016 03:13pm
Guard decides who goes in and who doesn't goes in... If that is not management then what is? Then if the guard wouldn't let a person inside, why would he even bother to bring out the management to resolve an issue? The fault lies with us customers though. Because we now visit such places not for good food but to add prestige into our status. Owners of such place are clearly exploiting through this mentality of ours. So what if the "rights of entry are reserved".... A man got ostracized and aggrieved because of a stupid judgment with nothing to corroborate his suspicions through facts. For good faith and gesture, after reading the post of the Biker Boy, management should have apologized and given a free lunch to him. Sadly, that doesn't happen anymore, because now a days, Customer is just a money bag, waiting to be cut open by socially acceptable pirates and cut throats.
Recommend (0)
Rafay Aug 05, 2016 03:53pm
It's clearly a security issue apart from that, what do people think 'Rights of Admission Reserved' means? The venue has every right to refuse entry and service with or without any explanations. That's it folks, time to relax and worry about the greater problems in our society.
Recommend (0)
Ali Aug 05, 2016 05:02pm
It's the restaurant's discriminatory policy. The guard has no authority to question the customers going to enter the Cafe (whether they need coffee or a glass of water or anything else) and no, customer doesn't need to call for the management but the guard should have called the Manager in that case. Again I say guard has no authority to talk directly to the customer rather barring him to enter. This insane and insulting behavior can offend anyone.
Recommend (0)
Yahya Aug 05, 2016 08:29pm
It's a public eatery, how can you justify barring any customer even on the basis of security. Do you pat every who enters your restaurant if not then anything you say is not viable. My suggestion accept your mistake and apologize and train your security guard a little better. Sorry I call your actions as discriminatory.
Recommend (0)
Salman Aug 05, 2016 08:50pm
You have to make decisions in that instance. The guard, rightly so, thought that the situation was suspicious. Protecting his clients was his first instinct. Does that mean that he's allowed to discriminate against anyone on a bike? Nope. I have been to Cafe Flo multiple times and I ride a bike. This was something that spiraled out of control. Lesson learned: Ask for a manager
Recommend (0)
Gulraiz Khan Aug 05, 2016 09:14pm
This episode too place because we have complete belief that Looter and mischief creators ONLY ride bikes! Whereas, we are forgetting who have looted the entire nation Only ride Mercedes and BMWs. The guard can never stop anyone on the basis if someone tries to enter a cafe. The guard on suspicion can ask the person standing there without a cause that if can be of any assistance. The owner/management needs to train their employees but its a shame that hiring cheap labor always lead to either mismanagement or lack in food taste. The guards are no 1 to tell someone what is offered or not. If the guard suspect something strange should bring it to the management's notice instead of being the manager himself! he is not trained for handling clientele.
Recommend (0)
Umer Aug 05, 2016 11:06pm
@ibs then why is everyone up in arms when so and so person/couple are asked to get off a flight in the US just because they are Muslims?
Recommend (0)
Ali Ayyaz Aug 06, 2016 01:22am
@Rafay well then, don't give an explanation. When they give an explanation, and that too as lame as "aap bike pay hain", they are vulnerable to all kinds of accusations such as racism, discrimination etc.
Recommend (0)
Faith Aug 06, 2016 04:29am
Dhaka incident wasn't that far off in the past, or was it? the testing times we are living in, the only option one is left with is to be cautious, body language, conduct, quirks, attire, people who are on the forefront can figure out trouble as the hands on experience teaches them that with time. I'm not here to defend the cafe but God forbid if an untoward incident would have taken place there, the same people would have been up in arms saying "why wasn't proper security provided?" Safoora goth or Sabeen Mehmoods incident both had involvement from graduates of a reputable institute and not illiterate individuals, everyone know that Sabeens killer did recci of the premises and her movement before executing his deadly plan. Even in the incident in Dhaka the killers did pepper planning before creating havoc and killing innocent people, remember restaurants/cafe's are very soft targets and all these people can do to protect themselves and their patrons is to be cautious. Also coming to the original post of Mr. Waqas, there are a lot of discrepancies in it.
Recommend (0)
HGT Aug 06, 2016 04:54am
Guards often misbehave and had the owner of the Cafe apologized for the misbehavior of the guard and assured the public that measures will be taken to avoid such incidences again he could have won public trust but he has further insulted this client. He should have instructed the guard to consult the manager and not take such silly decisions himself unless he sees an armed person entering as opposed to seeing his mode of transportation.
Recommend (0)
shereen Aug 06, 2016 02:44pm
@Kamran Khan whoa! Its not a colonial remnant club like gymkhana or punjab club. Its a public eatery for the paying people without any discrimination. At least until they post on the door otherwise. Rights of admission not reserved!
Recommend (0)
Babar Khan Aug 06, 2016 03:14pm
I would rather dine in a place that is going out of its way to ensure my safety. That's why nothing in Karachi beats N'eco's. The manager and guard have taken down many a miscreant.
Recommend (0)
Ch. K. A. Nye Aug 07, 2016 10:18am
@Dr. Samie Asghar... Seems that you've never heard of Cafe Flo if you don't even know what their name is... And let's not blame autocorrect...
Recommend (0)