Having experienced a shoddy breakfast during our early-morning get-up at the hotel we were staying at in northern France, by the time we’d driven to Calais and got on the ferry to set sail for England we were keen to refuel. We therefore decided on the Langan’s Brasserie option, which has since evolved to cover several branches on board P&O ferries as well as locations scattered throughout west London.

Even if our breakfast in France had been poor, I had ultimately already eaten (cereal and bread) so did not want much. I therefore ordered a rack of toast and enjoyed the complimentary orange juice that was served to every customer and turned out to be of very high quality. My husband plumped for the brasserie’s fuller breakfast option: this offered a starter, full cooked breakfast and additional drink for £13. He ordered a pot of tea as his drink, which I promptly stole. He then went on to feast on porridge and a full English, which consisted of egg, sausage, bacon, black pudding, tomato, mushrooms, and bubble and squeak. As if that wasn’t enough, for your £13 you also get a generous basket of mini bread rolls and pastries served with butter, honey and different types of jam. This was all filling, satisfying, and generally really hit the spot. The portions were large and you could easily do as we did – share one £13 breakfast menu and then order extras if needed. Service throughout this experience was discreet (sometimes too discreet as the staff were not always prompt), friendly, and overall added a touch of class to proceedings.

We were therefore keen to take refuge there again from the ferry’s hustle and bustle during our return crossing about 10 days later. On this occasion it was around tea-time, and unfortunately we had a very different experience. Staff were standoffish almost to the point of being rude when they discovered we weren’t going to be wanting a full meal (and who does want a full meal at 4pm – seriously?) – and in any case it’s not as if they had customers bashing down the door wanting full meals ahead of us, as we along with another party were the only customers in the restaurant (which was a large venue with plenty of covers).

When we did come to order, we had difficulty choosing, as we had hoped for something more along the lines of afternoon tea, which it appears that Langan’s does not offer. Trying to order something remotely appropriate to tea-time, I ended up ordering a cheese plate while my husband ordered a bowl of strawberries and cream (both of these dishes, by the way, turned out to be mediocre and not to the standard of the breakfast we’d enjoyed the previous week). We also then ordered tea, because the weather was miserable and we fancied it. This (I admit) somewhat unconventional order raised a few eyebrows with the staff, but I was not impressed by their reaction, having worked in the service industry previously and knowing that no matter what a customer does, says, or orders (unless you get into the territory of hitting and swearing etc) it is your job to comply and be as polite to them as to any other customer. This did not seem to be a priority at Langan’s on this particular day, where we also heard them make an uncalled-for comment relating to members of the other party’s clothes (I admit they were dressed ridiculously for the venue, but again, this is not staff’s business; they are paying customers like any other). As a result of these reactions, and the generally slow service that followed (despite, again, the fact that the restaurant was practically empty), we were keener to leave as soon as possible, rather than lingering and enjoying the food (as during the first visit).

It seems to me, as someone who used to visit Langan’s aboard P&O Ferries regularly as a child and remembers queues stretching out the door (you used to have to reserve a time for later in the sailing and come back if you weren’t quick enough to get a table at the start), that their reputation has gone downhill in the intervening years. Service and food are inconsistent, and can prove either very good or truly terrible. Langan’s projects a very good image through the presentation of its menus and restaurants, and indeed through its competitive pricing, but at time lets itself down through average food and lacklustre service. It’s possible that its London restaurants provide a sparklier experience, and that indeed the P&O branches vary according to who is running them (meaning perhaps that we got lucky on one day and not on another). However, as a result of the second experience we now feel that we cannot rely upon them adequately for the welcome and high quality promised by the brand. We are now convinced that P&O’s club lounge – which, at £12 per person, promises champagne, tea, coffee and soft drinks included in the price, along with luxurious facilities (which we have now seen, as we went to inquire about the service immediately upon leaving Langan’s), newspapers and snacks. We’ll know what to do next time – and I almost feel sorry for Langan’s that their service is now so inconsistent and has gone downhill in this way.

http://www.langansrestaurants.co.uk/brasserie.html

Langan’s London locations can be found here: http://www.langansrestaurants.co.uk/booking.html

for information about Langan’s Brasserie on the Dover-Calais route, follow this link:http://www.poferries.com/tourist/content/pages/template/onboard_dover_-_calais_langans_brasserie_onboard_-_the_brasserie_DOCA.htm

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