British Airways Concorde Room — Attraction in London

We have just recently left the Concorde room after departing London Heathrow this evening for our onboard flight to Aberdeen having flown first class from Dubai to London. What was meant to be a lovely experience turned out absolutely shocking from a customer assistant named Sue. I have never met an individual more rude in my life. The way she spoke to myself and my children was appalling. Comments included ‘have your children seen the mice? They eat food the children leave on the floor’ she also ‘ssssht’ my 1 year old son multiple times when he was laughing in my arms. Then to top it all off when I asked her politely what gate we were leaving from she remarked ‘are you here by invitation, as you’re not flying first class’ rudely in front of other customers, we had been there for 2 hours, how did we get in there in the first place? We were first from Dubai.

Prior to this when I first came in the lounge I already put a complaint in about her to the customer manager as she sat and gossiped loudly for everyone in the lounge to hear, not just me but a few customers were shocked at her loudness, gossiping about others in the lounge, how a fellow colleague was in a tribunal and how a baby had been sick in the lounge previously, I was absolutely shook at how vulgar and loud she was. The manager said he would send an email and deal with it then 2 hours later her behaviour still continued, she even removed her name badge as I think she knew people were going to be complaining.

I honestly thought British airways prided themselves in their staff and had the top staff working in the Concorde Room. This member of staff shouldn’t be working in a customer facing role in fact, she shouldn’t be working for such an honourable airline as British Airways in a flagship lounge.

We will be flying first and I hope that she will not be in this lounge when we return, especially if British airways pride themselves on their staff. She is a disgrace to British airways and should not be working for them.

I sincerely hope this is dealt with...

11th May 2025 (Sunday)

I am very disturbed and perturbed to be subjected to harassment by your check-in staff Mr Caspar of counter E12 at Terminal 5 last week.

Unduly & unnecessary magnitude of checks and disclosing of my personal information not privy to him. I was mentally pushed to the brink of panic of not able to make to the departure gate in time.

Chronology of event :

510pm Arrived at BA Assistance check in counter

515pm Caspar made Call Nr 1 to his “supervisor” on my Chinese surname / first name due to BA system issue

522pm Caspar requested my Singapore Immigration Arrival (ICA) E-Card info and insisted to check my ICA app on my phone. Made a Call Nr 2 to his “supervisor” to check on this issue.

526pm Caspar commented that he can’t see my passport no on my SG Arrival E-Card and commented something isn’t right. Made a Call Nr 3 to his “supervisor” to check on this issue (again)

533pm Caspar told me to show my Avios membership no to him and when I did showed him - he told me he can see it on his computer screen. I was flabbergasted where is this Spanish Inquisition is heading to ???

536pm Caspar made Call Nr 4 Line and apparently as his words - he can’t reach his supervisor and the line is bad !!??

This is where I made decided to make an end to his unprofessional and unbecoming behaivour to the next check in counter. Explained to her why I had to come to her for assistance and I don’t wish to miss my flight.

542pm Ms Natasha process my check in and baggage tag after getting a supervisor on the floor.

545pm Ms Nastaha passed me my boarding pass.

-End-

Your counters would be equipped with CCTVs and voice recordings of E12 so please do...

Awful experience in a lounge I always wanted to visit, what a let down!

For years being a Gold card holder on British Airways I head to the First Lounge almost every other week glancing at the Concorde lounge and what it must be like to visit (on people flying first can visit the Concorde Lounge) and how exactly it improves on the very good First Lounge.

Recently I used my Avios to fly in First for a Holiday which gave me my first opportunity to use this revered lounge.

On first glance the decor is more premium than the first lounge and there is an atmosphere closer to a private members club, this is where the experience starts to descend in quality, as you head towards the restaurant area with its à la carte menu, you unfortunately experience the staff, who seem to be on rotation with any other BA lounge. I arrived in the lounge with 2 hours before my flight and an hour and a half later when I had to leave I had only managed to prize a starter out of the kitchen. The staff kept saying “one minute, or just a second” to the point I didn’t get fed at all.

I was so incensed by the experience I let several members of staff who had being part of the “serving” experience know my thoughts. I wonder if British Airways know this is what their flagship lounge consists of (I doubt it).

All I could think leaving was what a sad experience, I had always wanted to visit that lounge having passed by literally 100’s of times over the years and it was such a complete and utter let down. Come to think of it, it isn’t that far all British Airways experiences these days. I can’t help but think the whole thing...