My Lounge Luton — Local services in Great Britain

Dear [Lounge Management / Customer Service Team],

I am writing to formally express my deep dissatisfaction with the recent experience I had at your airport lounge. If the aspiration is to be recognized among the top-tier airport lounges, I must candidly state that you are falling significantly short of that goal. Regrettably, this ranks among the most disappointing lounge experiences I’ve encountered across Europe, and I see no reason to return in the future.

The food options were remarkably limited, both in variety and quality. The selection felt more like a minimal offering than something curated to reflect the standards expected of a premium lounge. Additionally, the service model was underwhelming—drinks were only accessible at the bar, resulting in long queues, while food was self-service only. This setup diminished the sense of comfort and exclusivity that one would reasonably expect from such a facility.

The overall environment was chaotic and lacked any sense of calm. The noise levels were high, the seating areas were unkempt, and the floor was noticeably dirty. At no point did the lounge feel like a respite from the general airport terminal—it was indistinguishable from the public waiting area, save for the entry fee.

Furthermore, I was quite surprised to find that the lounge restrooms were unisex. While I fully support inclusive spaces, combining male and female toilet facilities in a high-traffic area such as this—without clear hygiene protocols or sufficient maintenance—can lead to discomfort and cleanliness concerns. As you may be aware, some male guests do not always use shared facilities with appropriate care, which affects the experience for everyone.

Lastly, a rather curious detail stood out: the exceptionally small plates provided at the food stations. It raises the question—intentionally or not—whether guests are being subtly discouraged from eating a sufficient amount of food.

All in all, I truly regret having spent money on this experience and hope that this feedback contributes meaningfully to future...

I had an extremely unpleasant experience at your location on January 5th at 2:00 PM, which I feel compelled to bring to your attention due to the employee’s lack of professionalism and poor handling of the situation.

Upon arrival, I had to wait in line for 40 minutes as the lounge was full. Once I was called, the employee encountered multiple issues processing my entry: Card Processing Error: She was unable to process my card because she didn’t remember the password for the payment machine. What should have been a quick 30-second process turned into a long ordeal. She had to manually enter my card details, repeatedly making mistakes. Incorrect Guest Charge: Despite my clear instructions to input “0” in the Guests field (as I am a lounge keyholder and entitled to free entry), she added an extra guest to my entrance. As a result, I was unnecessarily charged for two people. Lengthy Refund Process: The employee then initiated a refund for the incorrect charge, which caused further delays. Reattempt at Check-In: After completing the refund, she processed my check-in again and correctly entered “0” in the Guests field, allowing me free entry as originally requested.

At this point, after enduring so many mistakes and delays, I expressed my frustration by saying “exactly” when the system finally worked. Her response to my comment was unprofessional and unacceptable—she refused to let me enter the lounge altogether.

This behavior demonstrates a shocking lack of professionalism. After all the errors she made and the inconvenience caused, I find it unacceptable that she had the audacity to refuse me entry.

The employee in question was wearing a black scarf, but unfortunately, I did not catch her name. I expect this matter to be taken seriously, and I would appreciate your response regarding how this situation will...

Airport Lounge Review – Extremely Disappointing Experience

I recently attempted to use this lounge on Saturday 31st May2925, and was left thoroughly disappointed and frustrated. What I thought was a straightforward booking turned into a confusing and unpleasant ordeal. I believed I had booked two places, only to be told on arrival that what I had actually purchased was a membership—not access itself. This crucial distinction was not at all clear from the terms and conditions, and the booking confirmation I received strongly implied we had a guaranteed reservation.

The situation was made worse by the way we were treated by staff. Rather than assisting us or trying to resolve the issue, they made us feel like second-class citizens. The manager on duty, Aga, was particularly rude and dismissive. When we calmly questioned the system and asked about the misleading information in the T&Cs, she literally turned her back on us. She appeared entirely out of her depth and unwilling to help in any way.

Despite initially being told the lounge was full, when we were eventually let in, it was visibly nowhere near capacity. We were greeted with a sour face from the same manager, adding insult to injury.

Once inside, the lounge itself was a letdown. It was not clean—sticky surfaces, stained carpets, and a generally unhygienic feel throughout. The food selection was very poor and unappetizing, with very limited options.

Overall, the space was not comfortable, relaxing, or in any way reflective of what you’d expect from an airport lounge. The entire experience was unprofessional and unpleasant from start to finish.

I will be submitting a formal complaint about the service and misleading booking process. This level of service is unacceptable, and I will not be rebooking or recommending this...