‘This is a wake-up call’: Hermanos Founder responds to courier bathroom access backlash

Hermanos Burgers Founder Vincenzo Rapisarda has acknowledged shortcomings in the company’s handling of food courier access to restroom facilities, stating that this moment is “a wake-up call” and pledging to take action following public criticism.

Mr Rapisarda made the admission in comments to MaltaCEOs.mt, after a publicity debacle that saw the brand attacked for mocking a courier who complained about being denied access to the toilet at a Hermanos outlet in Birkirkara.

The company’s initial response was to describe the courier in question as “a part-time drama queen”, while arguing that bathrooms used by couriers often end up looking like “Chernobyl” – referencing the 1986 nuclear plant meltdown in Ukraine, then part of the Soviet Union.

Unsurprisingly, the backlash was swift and fierce, leading Hermanos to take down the post and enter damage control mode, publishing a statement from its CEO praising the role couriers have played in the brand’s success.

“Yes, I know – sometimes the toilets are left in bad condition. It’s frustrating, it’s not ok, and it’s something we need to address. But it doesn’t justify a loss of empathy. We can be firm without being arrogant. We can lead without disrespect,” read Mr Rapisarda’s statement.

Speaking to MaltaCEOs.mt, the company Founder and CEO put the issue down to a mismatch between company and store policy: “What we allow and what happens consistently at store level don’t always align, especially under pressure. That’s something we’re now addressing head-on.”

However, he also stressed that the problem with courier access was a real one, saying that the company had faced recurring hygiene issues in its restrooms – especially during peak delivery hours.

Mr Rapisarda said that internal footage had “pointed to a pattern of misuse consistent with rider access times,” while adding, “we understand the risk of generalising.”

As a result, Hermanos is taking immediate steps: “We’re increasing signage, assigning restroom checks, and opening dialogue with rider communities to co-create solutions – not just blame.”

Mr Rapisarda admits that the company previously had “no formal system in place to redirect couriers to alternative public restrooms – and that’s on us.”

He added that Hermanos is now working with local teams to identify nearby facilities and provide guidance, particularly during busy periods when internal resources are stretched.

In response to whether this is a broader issue across the food and beverage sector, Mr Rapisarda agrees: “We believe the industry should move toward a clear, standardised approach to courier welfare – including restroom access. Riders are essential to this ecosystem, and they deserve dignity, clarity, and support.”

Concluding his statement, Mr Rapisarda said: “We built Hermanos on the value of brotherhood, and it’s clear we fell short of that here. This moment is a wake-up call, and we’re treating it as such – with action, not silence.”

Other fast food chains mentioned

The courier’s post also referenced McDonald’s, Burger King, and KFC. On Monday (yesterday), this newsroom contacted the food chains for comment. They rejected claims that they deny drivers access to in-store restroom facilities, stating that their policies are guided by both practicality and compassion.

Read more here.