No1 Lounges Bewertungen 

Where do I even begin?
As a concerned father and a paying customer, I feel compelled to share our deeply disappointing experience at what’s advertised as the Number One Lounge in Terminal 3, Heathrow Airport.

We checked in at around 5:15 AM on Thursday, 17th July. I was travelling with my wife, my mother, and our three children—aged 12, 10, and 4. While the staff were generally polite and the lounge seemed fine on the surface, the food was, at best, mediocre. If it weren’t for the Amex-linked discount, I would have questioned the value immediately.

Unfortunately, the situation became far more serious. After eating from the cold buffet selection, both my eldest daughter and my 10-year-old son became violently ill, suffering what we can only assume was food poisoning.

We boarded a long-haul flight to Barbados later that morning. My daughter—who hadn’t touched any food on the plane—became severely sick mid-flight and felt unwell for the next 24 hours. Just a few hours later, my son followed with the same symptoms. He’d eaten very little on the plane but enough from the lounge to become sick. He then spent the first two days of our family holiday in Antigua stuck in bed, feeling awful.

This wasn’t just disappointing—it was extremely distressing. As parents, we do everything we can to ensure our children’s health and safety, especially when travelling. To watch them suffer like that, due to food served in a lounge that’s supposed to set a higher standard, was devastating.

I contacted the lounge via email immediately. Aside from an automated reply, we’ve had no follow-up at all—no apology, no investigation, no acknowledgment of the situation. That’s four days and counting.

It’s one thing to offer underwhelming food. It’s quite another to put people’s health at risk and then ignore serious complaints. Given the branding and reputation of the Number One Lounge, especially in such a major international terminal, this is completely unacceptable.

I sincerely hope this is taken seriously, both for our family’s sake and to ensure that no other families have to suffer the same experience.

Sincerely,
A very concerned and disappointed father.

Used many of their lounges many times but the recent experience at Birmingham Clubrooms means I will not be returning.

If you are a solo traveller, do not visit. You're treated as a second class citizen - put at a massive table for singles in the middle of the room with no plugs, chairs are not the same as everyone else gets (they're padded and plush and comfy, yours will not be). Don't waste your time and money.

Title: Disappointing Experience at Lounge One, Luton Airport – Poor Staff Attitude

I visited Lounge One at Luton Airport on Saturday 5 July and, unfortunately, had an unpleasant experience with a member of staff that left me disappointed and quite surprised, given the setting.

While waiting for my flight, I chose to sit at a quiet table for four near the back of the lounge to enjoy a coffee. A staff member approached me and told me I needed to vacate the table for a group of four — despite no prior notice or explanation of any reservation policy. I politely asked if this was the usual process, but the staff member raised her voice, spoke to me in an abrupt and unprofessional manner, and instructed the group to sit elsewhere, all while ignoring my questions. I felt the tone was unnecessary and made the experience very uncomfortable.

When I asked for her name, she refused to provide it. I later learned her name from a colleague, as her badge was not visible. I raised the issue with the on-duty manager, Zack Lacers, who was very professional, polite, and helpful. He explained that complaints could not be formally handled until Monday and suggested I follow up, which I am doing.

I’m sharing this review so management is aware and can ensure all guests receive respectful and courteous treatment. A relaxing lounge experience should not involve being spoken to rudely or made to feel like an inconvenience. I hope the lounge takes feedback like this seriously and provides appropriate customer service training.

We booked to visit the lounge at Heathrow Terminal 3 on the afternoon of 23rd May 2025. Things were not good from the start, firstly time spent queueing in the stairwell to get in as there’s no prioritisation of pre booked guests and they were continuing to allow extras to go in who were paying on the spot when they were already struggling to deal with what they had.
Disappointment didn’t end there, once in the food was really disappointing, the hot dishes were not replenished frequently and basically unless you liked tagine you were screwed, or eating plain carbs. I knew my children wouldn’t like the hot menu from the sample online but wasn’t worried as I thought they would fill up on pancakes instead. Only this wasn’t possible as the pancake machine was out of service the whole time we were in the lounge. The desserts were not any better, tiny pieces of flapjack and shortbread biscuits, frankly embarrassing.
To top it off there are only 3 women’s toilets, one of those was out of order and the other two were not very clean.
I have complained directly by No 1 lounge management don’t seem to care and actually have claimed my complaint isn’t factually correct according to their recall of the day. Good luck trying to get any refund out of them. I’ve been offered a discount on a future booking after challenging the response but I won’t ever waste my money with them again.
I can now see from reading other reviews that I’m not alone in my feedback, honestly if you’re reading this thinking of booking don’t bother, you’ll be disappointed!

They reject priority pass holders all the time and limit their stay to 3 hours while giving unlimited hours to cash customers. Totally unfair and greedy approach. They even treat priority pass holders badly. Such a bad service.

Poor choice of drink and food included in the cost. I wouldn’t bother. Slow to clean up

I arrived at the Heathrow T3 no1 lounge with a paid reservation and over an hour and a half before I’d have to leave for my gate. The queue to get in was very long. The organisation and management of the queue was a shambles. After more than a half hour of waiting, I was told I’d been upgraded to their premium lounge. Great! I still had about an hour to go. I was escorted to the premium lounge where I had to wait a second half hour to be let in. By the time I got to my table, I had less than a half hour before I had to leave. There was one waiter running around like a blue ass fly trying to serve everyone. When I finally was able to get his attention, I asked how long the quickest item could come - 15 to 20 minutes. It was too late. I was offered some shortbread biscuits and a coffee made from a machine in the lobby. When I returned from my holiday, I contacted no1 lounges expecting a refund. I was told that the best they could do is offer me a 25% refund. Obviously this is completely unacceptable. I paid for a service I didn’t receive. I’ll never use this lounge again. I’ll make sure everyone I know never uses this lounge and I’d recommend to anyone considering their services and reading this review to not bother using their services. You could take the same money and sit in a restaurant in the airport and get better service.

Booked the lounge for 3:15 and was told that we couldn’t get in until 4:40pm, just the thing after a 10 hour flight. They advertise 3 hours for £45 but that is 3 hours exactly before your flight leaves and so the maximum amount of time would probably be 2-2 1/2 hours. Really not what you need with a tired family. Most unhelpful😡

I’d booked my place because I knew it would busy and didn’t want to start my holiday sitting on the floor in a corner of terminal 3!
When I showed up it was chaos….people sitting on the floor outside, waiting for a seat. I knew I was safe because I’d booked. Seems I was wrong.
A man took me to the end of a long table. Just perched on the end there wasn’t even a charging point or any room to do anything! He told me he’d be just a minute and would find me a proper seat. I never saw him again.
I waited maybe twenty mins. I had a glass or like warm, flat Pepsi and left.
I saw the food as I walked out. It looked as good as the welcome. No pastries or anything like that either. Just two choices of something with chicken and something browner without chicken.

I contact no 1 and Katie got back to me with, I’m sure, her finest standard generic cut and paste reply.
Thanks for letting us know.
I’m sorry our standards etc
Well be sure to feed this back
And the classic “hope to see you in the future”

Nope. Never again. The lounge experience is meant to be the gloriously relaxing start to your adventure. This was far from that.
I went downstairs and got a WH Smith sandwich and some other bits and sat, grumpily on a very firm wooden seat.
Katie didn’t even think to refund my booking fee (£6.50 I think). I’d have thought that was the very least she could’ve done. Seemed she didn’t agree.

This lounge can be anything and everything but not an Airport lounge nor anything related to priority service nor hospitality. I reached the airport few hours before my flight, and that is what the lounge is for, I reached the lounge 11:30am, the lounge is full and I was asked to acan the QR code, so I am on the waiting list. All waitlist list people were asked to leave as there was no place for them to even wait. An hour later I receive an SMS that I need to register for the waiting list 3 hours only prior to my flight, I go back to the QR link, it says I am already registered, I go back to the lounge around 12:5pm, they said I can go only three hours before my 16:50pm flight, I said I will sit for one hour and then leave, as I don't eat most of the food at the lounge anyone. I asked where is written this policy.

The service provided by the management at the No. 1 lounge was utterly shocking. One of the team members requested a copy of my credit card, which is not a standard practice as agreed upon by Vicky, one of the managers. My credit card company advised me to freeze the card due to a potential breach, but Vicky assured me that all screenshots had been deleted. It took five weeks for her to inform me of this potential security risk via email, during which time my information could have been compromised. I strongly advise against trusting this establishment. I personally reached out to Rami El- Dahshan, the managing director of the No. 1 lounge, to address this potential security risk, but I have yet to receive a response.

Sadly Turkish does not have its own lounge at Gatwick so instead you are directed to the No 1 lounge. Why people would chose to pay to use this lounge amazes me. It's very bright with windows overlooking the runway but the decor is tired and the the uncomfortable chairs dirty and worn. Limited food choice which was barely warm. There is a bar which I did not use but it looked well stocked. It is very noisy, busy and not a relaxing environment. All on all a negative about using Turkish business class out of Gatwick

The most amazing welcome by the Host Lourdes at the front entrance with absolutely gorgeous Smile. Lourdes has welcomed all the guests and suggested the most comfortable seats for relaxed waiting time before your flight. Great selection on the Menu, served with passion and care to detail. Lourdes offered a great selection of drinks and obviously Champagne is most popular. Thank you for the absolutely breathtaking experience in the lounge. Thank you x

Excellent customer service - Jamie went out of her way to overcome every obstacle that got in our way and help me to make my parents trip to visit my sister overseas a special one. A huge thank you to Jamie.

We visited number 1 lounge terminal 3 Heathrow, as a family of 4.
We were there early for breakfast, there was no cooked breakfast at all which surprised us a little as we’ve never been to a lounge without cooked or hot food, it was mainly pastries and yogurts and a little fruit. The staff were nice and it seemed clean. Our boys were disappointed they couldn’t have a hot breakfast so we had to get them something else where. I think maybe the lunch menu would be better. But it was very limited on what you could have.

Very rude and awkward lady serving

The patience and efficiency with which my issue was dealt with by Maisie Allman.I had some real frustration with booking via my priority pass but once I contacted Maisie she dealt with my concern with "super speed"/courtesy/and overall effectiveness. Thank you Maisie

Disgusting food is awful cold poor quality slops. Tinned fruit hard rolls warm milk ( that shoukd be cold ) hot food Luke warm . Manager does not want to know or care arrogant. Disabled jn wheel chair no seating and have to navigate plates and food up steps. Don't go awful

Used no1 Lounges today on my way to Turkey and the service was second to none. Lovely staff, Chilled Atmosphere, and good food. Thanks No1lounges 😊