1903 Lounge — Attraction in Manchester

I have always felt there were underlying issues with the treatment I’ve received at the 1903 Lounge, not just towards me but sometimes fellow travelers as well. However, this time, it was very obvious and completely unacceptable.

To give you some context: I purchased a time slot from 8:00 am to 8:00 pm due to a long flight delay to Dubai caused by snow. My initial experience was pleasant. The lounge itself is comfortable, with a good selection of food and drink, but unfortunately, my visit quickly soured due to the poor treatment I received from one specific staff member.

I was granted access from 8:00 am to 9:30 am. After stepping out of the lounge at the same time as a large group of other travelers (all of whom were white), I attempted to return at 10:00 am. I was told I needed to join a virtual queue, which I did. However, after returning at 10:30 am and 11:00 am, I was refused entry on all three occasions without a clear explanation. My flight was not leaving until 10:00 pm, so I had a long day ahead and no place to sit or relax.

I was eventually recognized by one of the travelers who had left at the same time as me. After explaining my situation, he was kind enough to offer to support me, and he walked me back into the lounge. At this point, the same lady at the desk didn’t ask me any questions, allowing me entry without comment. However, a few moments later, while I was quietly on my phone, the staff member approached me and, using her fingers on her lips, "hushed" me — an action that felt entirely unnecessary and belittling, especially considering I wasn’t speaking loudly or disturbing anyone.

Feeling humiliated, I left the lounge and requested to speak with the manager. I shared my experience, pointing out how I had been treated differently than other passengers, specifically the white travelers who had come and gone without issue. I also expressed how the staff member's behavior was not only unprofessional but also discriminatory. The manager’s response was underwhelming and unhelpful — she explained that it had been busy but didn’t acknowledge any fault or offer any solution.

What I can’t shake is the feeling that my experience was influenced by unconscious bias. The way I was treated, as a non-white traveler, seemed to be based on assumptions or judgments about my "worth" to the lounge service, something that is unacceptable. This is a privileged service, and everyone, regardless of their background or appearance, deserves to be treated with respect and fairness. It’s disheartening to think that my treatment was less about the policies of the lounge and more about how I was perceived.

I am filing a formal complaint with the lounge directly, but I want to share this experience for other non-white travelers to be aware of. No one should be belittled or mistreated like this, and I would urge anyone who feels they are being unfairly treated to speak up and challenge this behavior.

In conclusion, I’m deeply disappointed by my experience and can no longer recommend this lounge. It’s important to note that, while the lounge itself offers a high standard of comfort, the treatment I received left me feeling...

Having booked this option again in the hope of a premium service, we were left frustrated and dissatisfied. Unfortunately, there was nothing premium about today visit.

Upon arrival, we were faced with a large queue. Naturally, we approached the desk next to 1903, assuming this would be the appropriate check-in point. To our shock, we were shouted at and told that the queue was for all lounges. When customers are paying for a premium service, the last thing they expect is to be treated in such a discourteous manner.

Inside, the atmosphere was far from what one would expect of a premium lounge. The staff inside were clearly trying their best and working hard, but the overall environment let them down. Every surface appeared scratched, marked, or worn. The food was bland, dry, and poorly presented, with serving plates looking messy.

The toilets were particularly disappointing. Although superficially clean, there was a strong smell of urine. In a premium facility, it is unacceptable that there are no automatic air fresheners, no background music to maintain a sense of privacy, and no touch-free facilities (such as taps, flushes, or soap dispensers) and frankly, I do not need to listen to someone else’s business or unpleasant sounds while using a restroom.

These are basic hygiene features that most modern airports already provide. The current arrangement feels outdated and uncomfortable, especially in what is marketed as a premium space.

What truly shocked me was the behaviour of other guests. During our visit (approx. 15:45 – 16:00), two young women openly did their full makeup at a lounge table. One even put her feet on the table and began a pedicure, picking at her nails in full view of others. This was not only unhygienic but wholly inappropriate for a so called premium environment. To my astonishment, no staff member intervened. I encourage you to review the CCTV footage at the above time to see the extent of the issue.

Overall, this was a substandard experience that falls far short of what Manchester Airport advertises and what passengers reasonably expect when paying extra for a premium product. It is disappointing that the 1903 Lounge continues to deliver such poor value for money.

As a frequent traveller, I will not be booking this lounge again unless there is a clear improvement. I hope my feedback is taken seriously and used to raise standards to a level more in line with other...

We were genuinely shocked by our experience. After being told we weren’t being followed, it quickly became obvious that we were especially after we asked for the manager’s name and saw how caught off guard the staff member was. He then proceeded to follow us, most likely to see if we’d enter the other lounge. That’s completely unacceptable…who exactly do you take us for?

Our confirmation email clearly states an allowance of 2 hours and 30 minutes. We weren’t the only ones both couples seated to our left and right confirmed the same in their emails and mentioned how disgusting they treated us.

The situation escalated further when a female member of staff came over and demanded that we leave. (Before Aaron followed us out slowly from behind) Had she approached us in a respectful and professional manner, we would have been happy to finish our drinks and go quietly. Instead, we were holding full drinks and still well within our allotted time when she returned and spoke to us in a completely unacceptable, belittling tone, we left…as soon as we asked for her name, she refused and appointed us to her manager, Aaron.

As someone who works in the same industry, I am honestly shocked. This is not the kind of customer journey anyone should experience, let alone be made to feel disrespected and spoken down to.

We’ll be raising this formally via email after our holiday, as we don’t intend to let this incident ruin our time...