American Express Centurion Lounge — Local services in London

Fantastic lounge! As a OneWorld Emerald member I always go to Cathay Pacific or Qantas lounges which are slightly better, but this lounge is no slum! I will be heading here happily in the future when I fly from T3 and not on a OneWorld airline. The lounge is located a little further away from the other selection of lounges in T3, towards the end of the departure hall, but it’s clearly signed posted. The lounge is accessed through rather grotty corridor an up an elevator. The entrance to the lounge however is a welcome surprise from this hallway, a brand-new and modern reception desk with tasteful design. Very friendly and lovely staff on the front desk, chatty and jokey even at ungodly hours of the morning! Entrance is granted only for customers who hold an American Express Platinum or Centurion card, and at the time of writing in the UK, you can bring a guest. The Lounge itself is not spectacularly, big however, it is really interestingly designed with lovely modern decor and artwork, with a very interesting vibe. Nice features and facilities that you don’t see in other lounges, such as the small telephone cubicles where you can make calls in private and without disturbing other guests. There’s quite a few little nooks and crannies to sit and relax in, and there is also a nice bar where you can get alcoholic drinks and beverages.

The place where this lounge absolutely blew me away however, was in the quality of the food and drinks available. There is a couple of juice stands where you can get small refreshing juices and ice tea which were absolutely delicious and flavourful. The buffet area at breakfast has the usual offerings of eggs and bacon etc, along with continental pastries and a fruit and granola bar. Everything I tried was absolutely spectacular. The bacon, eggs and hashbrowns I had in this lounge quite frankly blew my mind. I don’t think I’ve ever had better quality bacon and eggs practically anywhere in the world. Not in the air or on the ground have I had better and considering that airport lounges tend to not have the best quality hot breakfast items this literally blew me away…. Some of the nicest fried breakfast I have ever tasted and quite frankly if I had enough time I would consider going back and popping into this lounge, no matter who I’m flying just for the breakfast. The food and beverage is the absolute shining quality of this lounge along with the lovely staff. The decor is absolutely lovely and while it’s not absolutely huge, if this is your only option, you certainly won’t be disappointed. I get the feeling the Lounge can get quite busy during rush-hour times at the terminal but if it’s quiet and the breakfast on offer you certainly won’t be disappointed.. absolutely fantastic Lounge that the next time I fly Air France or KLM, I will happily...

One of the better "non-airline" lounge available at Heathrow.

It was clear that the management here was really putting in effort to excel. That said, not quite perfect.

Available only to AMEX Platinum card holders. Solid perk. In my opinion, do not bother with other lounges in Terminal 3, unless you are flying First / Business.

Food

Entered the lounge in the morning. Their breakfast menu was average, in terms of what was available, how much was available, and the quality. That said, better than most lounges, but don't expect to be wow'd. Maybe I was unlucky.

It was relatively crowded when I arrived, but it started getting quiet towards lunch. The food options changed right as I was leaving around 11am, and they were much better. Lots of options.

So, if you are entering around this time, might be better to wait for the lunch menu.

There was a bar with cocktails available. Did not try them, but looked decent. The usual, tea, coffee, juices, etc were available too.

Facilities

Toilet available both inside, and directly outside the lounge. The toilet inside was relatively clean, but could still do with some attention.

Phone booths / meeting rooms available. Good for business travel. Lots of charging points. Though, some USB points did not work. They should probably check them.

Service

Staff were very attentive, and helpful. Constantly clearing plates, cleaning tables, and attending to the toilets.

The sofas were surprisingly cleaner than most WeWork, but probably because I came in the morning when it was still fresh.

Check-in process was quick. Checked my card, and boarding pass. No unnecessary processing.

Conclusion

Again, one of the better "non-airline" lounge I have been to. Prioritise this over other lounges if you are not flying First / Business, and have an AMEX Platinum. I also like that this lounge was not crowded or filled with children screaming and running around.

My only feedback is for some of their staff to be slightly less anxious managing the place. I appreciate what they are doing and the intensity of their work, but some of that stress will rub onto guests at the lounge...

Wearying Travelers beware!

Upon arrival to Heathrow at 2230, I sought the time the club opened for my layover was 15 hours. I waited until the Centurion Lounge opened at 0530, presented credit card and flight tickets and was told that because I did not arrive in the morning, the 3 hour rule could not be waived. I would have to return 3 hours before my flight if I wanted to enter.

I complied and upon returning 3 hours before my flight, I was told that I could not enter due to a waiting list. When I explained that was I at the club when it opened and was told to return (by the representative that was next to the new customer service agent) there was silence and reminded that nothing could be done and if I wanted to put my name on the waiting list I could.

I perceive the 2 representatives of the Centurion Lounge that day was operating from the view point of a rules based system where customers let alone traveled and tired people don’t seem to be apart of the equation.

A couple of suggestions: if a traveler arrives on the last flight of the night, a waiver can be issued considering the information given was that I needed to arrive in the morning of that day rather than the last flight the night prior (which was 1 ½ too early) than I did regardless if I had to wait until the club opened at 0530 or not.

Another option would be to send me away with my name on a wait list in case there was be a full club when told to return.

Another option would be to simply take the human factor into consideration and provide compassionate customer service.

Either way the actions of the employees on the particular day is indicative of lack of customer service and boarding on poor professionalism by an institution based to provide customer service to travelers…who pay for...