‘This is actually real!’: Burger King just gave customers something no other company has given, and customers are excited

Burger King just dropped a bombshell that no other major brand has dared to touch: their president is giving out his personal phone number to customers. Yes, you read that right! Tom Curtis, the head honcho at Burger King, announced on February 18, 2026, that he’s opening a direct line for diners to call or text him with all their complaints, brilliant ideas, and honest feedback.

This isn’t some corporate suggestion box; it’s a real, personal phone number. Curtis isn’t just collecting messages, either. According to Daily Dot, he plans to personally respond to as many calls and texts as possible. He sees this as a crucial step to strengthen the brand by getting genuine, unfiltered input straight from the people who actually eat the food.

Curtis believes that “Guests are our most important advisors.” He’s clearly excited about this initiative, adding that he’s “grateful that they provide the feedback that is shaping our brand today and in the future.” It’s pretty refreshing to see a company leader put himself out there like this. 

His phone is going to be inundated

Burger King asserts that guest-submitted feedback has always been a big part of its success. Think about it: many of their menu innovations, those cool tech updates in the restaurants, and even awesome promotions like the Million Dollar Whopper contest all apparently came from ideas tossed around by fans or even some disgruntled customers. So, they’ve seen the value in listening before, but now they’re making it incredibly personal.

It’s a stark contrast to how many other massive corporations operate. Most brands tend to keep their top executives far removed from direct customer contact, often relying on layers of customer service and surveys. Burger King is essentially throwing that playbook out the window and inviting everyone to have a direct conversation. It will be interesting to see how this plays out in the long-term.

The internet is already buzzing about this. People are pretty stoked that this is a legitimate offer. Reddit user u/taylorjosephrummel commented, “This is the leader we need,” which really sums up the sentiment. Instagram user @alejandraf777, had one of the best reactions in their excited response to Curtis’ announcement, “This is actually real! I texted them and got a reply, yayy!” 

Curtis himself is really looking forward to the interactions. “There’s nothing like hearing from guests firsthand,” he said. He’s clearly eager “to have live open and honest conversations, ask questions, and see how we can create an even better Burger King together.” If you’ve ever wanted to tell a major company exactly what you think, now’s your chance. 

This kind of direct engagement builds serious brand loyalty, and is useful for instances where there is bad press around employees or push back from nasty customers