In an era where customer service often feels impersonal, one Maltese business has gone above and beyond to showcase what true hospitality means.

A recent experience shared on the Facebook group ‘Are You Being Served?’ has drawn significant attention, putting local eatery Panina in the spotlight for all the right reasons.

According to the post, a customer placed an order through a food delivery company, only to have one item missing. Instead of resolving the issue with a refund, the company cancelled the entire order. Disappointed, the customer was left without their meal or a solution – until Panina stepped in.

Within minutes of the cancellation, a representative from Panina called the customer, offering to personally send the food via a courier, seemingly at his own expense. When the customer, touched by the generosity, asked for bank details to reimburse the cost, the Panina representative declined, insisting that the food was on the house.

Even more remarkably, when pressed further, the representative told the customer "tihom lil Puttinu fil-każ" (donate the money to Puttinu Cares), a local charity supporting children with cancer.

The response on social media has been overwhelmingly positive, with many praising Panina’s team for their generosity and customer-first attitude.