No1 Lounges Reviews 

This was our first time using (or rather, attempting to use) the No1 Lounge at London Luton Airport, and it was a frustrating experience from start to finish.

There was a queue of around ten people at the entrance, and we waited a good fifteen minutes to reach the front. When we got there, we were told, as every person ahead of us had been, that the lounge was accepting 'reservations only'. Not one person in that queue was actually let in. Everyone simply stood there for 10 to 15 minutes to be turned away at the desk. (As it was our first visit, I didn't even know reservations were an option.)

Eventually, people who had been turned away started telling those still queuing, but most didn't seem convinced and carried on waiting anyway. Meanwhile, someone who had received a message from the waiting list arrived and was processed, which took another six or seven minutes and was painfully slow to watch.

We joined the waiting list for both lounges, but were told it would be well in excess of an hour and "probably not worth it". It wasn't. The reception area at the other lounge (My Lounge) was just as chaotic, crammed full of people queuing only to be told the same thing.

What makes this so annoying is how easily it could be fixed. There's already a small No1 Lounge sign on the side wall by the entrance. Adding a simple sliding panel that shows "Reservations Only" when that's the case would save everyone the wasted time, and save the staff from turning away a steady stream of disappointed guests. The staff member at the door could simply slide it across when the lounge switches to reservations only, and back again when walk-ins are available. It's a very small change for a lounge that presents itself as a premium experience.

Instead, despite arriving at the airport almost three hours before our flight, we never got into either lounge. So rather than benefiting from our lounge access, we ended up doing what we'd normally do: buying food and drink in the terminal and spending money we'd expected to save.

Follow Up
Their response advised I email them with any other queries, but I did that two days ago and never got a response.

We forgot to book at Luton No1 but managed to pay on entry after a short wait, thanks to welcoming and friendly staff. Not our first time here and pleased to see the bar lady Andrea was on duty. Always a great experience here.

Be aware! We booked the lounge at Gatwick South for 8-11 am as our flight was at 12 and their website sates you can use the lounge for a maximum 3 hours . We were told when arriving for our booked slot at 8 am which was clearly on the screen in front of them that we could not come in as our was 4 hours before our flight time . So in theory you can’t use the lounge for 3 hours as you have to get to your departure gate and and actually board your flight with in that time . The terms and conditions on their website is conflicting and misleading

We pre-booked explicitly as a group of 6. Upon arrival, your team failed to provide a table or area to accommodate us. We had to refuse food and drink until your staff finally agreed to rush extra chairs into a small area.
This process took nearly an hour—effectively wasting half of our strict two-hour booking window in a state of high stress and confrontation.

I have emailed twice with no reply!

Thank you for your response, I have emailed several times and called with no reply.

We used the lounge at Gatwick South terminal the lounge itself was nice but on entry around the reception desk there was a foul smell, maybe a drain or toilet problem but it needs sorting as hardly inviting! Also the coffee was awful needs to be a little stronger appreciating everyone likes different tastes and strengths.

I tried to place an order for 2 people at the Birmingham NO1 Lounge. Payment has been taken from my card but I have not received a confirmation email or a thank you for booking message on the website. We are travelling on the 16/09 but I have yet to received a response to the email I sent or I can't make contact via phone, I have repeatedly had to listen to the automated message to leave a voicemail but I have still had no contact back. Can someone please look into this and respond ASAP?
Update:
I have not had a follow response to any of my subsequent emails. I have provided what has been asked for but have not had a response. Can someone provide me with an update?
Update:
I have not had confirmation that my booking is confirmed and I am travelling Wednesday. I was told this would be resolved by the close of play Friday. I have rang several times this morning and the line is ringing out. Can someone provide a response ASAP?

Second visit to The No1 Clubrooms at Heathrow. We were very happy to be served by the lovely Cornelius ( amazing smile) he served us back in May and again today. Polite friendly and courteous in a lovely relaxing lounge before a long flight.

Excellent service and good selection of food and drinks

A special mention to Polly who would be a great asset working for any company with great customer focus and clearly works hard to keep the customer happy

Clubrooms at Gatwick North Terminal - we visited on 12/08/26 as a family of 2 adults and 2 children at 6am. Greeted by a very a smiley young lady who asked us for reservation then we had to wait whilst my husband searched for our Priority Pass (I’m rolling my eyes because I only gave it to him night before) he couldn’t find it so had to download app. Disaster averted we had pick of the tables as it was so quiet. We chose a high table not coffee table to eat breakfast. The waiter was Luigi who was an absolute star ⭐ We had club breakfasts and an eggs Benedict which were all lovely then pancakes and fruit salad. Delicious, hot and made to order how you like it. Croissants were available and pain au chocolat with jams. Excellent selection of canned drinks, fruit juices, teas and coffees. The ambience was relaxing. There were TVs scattered around on the local news channels with subtitles rather than sound. Toilets were clean with Rituals handwash and lotion. We couldn’t fault it, we will definitely book again. ** alcohol was readily available also but it was too early for us

Paid for lounge at Gatwick south. On morning of flight BA cancelled it so we had to go to Heathrow for alternative flight. Got in touch with No1 who refused to offer a refund because I didn't give 2 days notice. How could I know my flight would be cancelled. If I were you I wouldn't waste your money. I even offered to send proof of cancelled flight.

We travelled on 26th July and to set our holiday off to a good start we booked the Clubrooms Lounge.

That day there happened to be no water at Gatwick Airport and so all coffee shops bars, restaurants and lounges were closed. I wrote to No1 Lounges straight away, requesting a refund and had to chase them up as they did not respond. When they finally responded, they offered me a credit not a refund.

I have gone back to them and told them that the credit is not acceptable. There seems to be some assumption from them that I might be travelling again and that I would not lose the email with the code which would produce said credit at checkout.

Therefore, I have no choice but to say buyer beware.

This company will do what they can not to reimburse you even when they fail to provide the service that you have paid for.

So all I can recommend is that you do not use them as their Customer Service is geared towards themselves, not the customer. RIP OFF BRITAIN at its “finest”

Finally got my refund but it didn’t have to be so stressful.

The customer service has gone downhill. I made a complaint in October last year about Heathrow T3, as I had booked the No1 Lounge but was offered an “upgrade” to Clubrooms which was abysmal.
I received an email Katie, the guest services manager, who said she could offer a free of charge lounge experience by way of apology.

We are now ready to book the lounge, and I have been contacting No1 Lounge for over two weeks now. I’m being completely ignored; I’ve now emailed 3 times with no response, and the phone number provided says that it’s not recognised. I would appreciate if someone could please contact me ASAP as this has been terrible customer service, for what is supposed to be a resolution to an ongoing complaint.

Complaint ref N1L-SH736616. Thank you.

Amazing lounge!

I’m in the My Lounge, part of No1 Lounge at Luton.

Food, drink, setting and staff all fab. Particularly Ryan on the bar, Chloe who checked me in and then Jaimie in the office who helped me greatly before my arrival.

Really impressed and highly recommend.

Thanks for having me!

Following the problems in the Middle East & cancelling of my holiday, I requested from lounge no1 if they would allow me to rebook.
They were excellent & issued a email reference to rebook latter.
I have now contacted them & they have rebooked me for next year,I I would like to say thank you to all at guest relations team especially Jamie b he has been prompt in returning my emails. Thank You

Always book the No1 Lounges at Gatwick Airport. The food selection and drink selections are always brilliant.

Even their admin team if you have a problem or query are always happy to help and are amazing.

Jaimie B helped me with a problem I had with my booking confirmation, issue was resolved within minutes.

Since writing this review I have now been given a full refund well done No 1

Unable to honour a booking due a series road accident and closure no voucher offered just 10% off next visit which I already have being a frequent flyer regular customer felt very let down terrible way to treat loyal customers won’t be visiting ever again looks like on the reviews I am not the only one

Prompt and efficient service

A brief question about access to the No 1 Lounge was answered fully with courtesy and efficiency from Jaimie B. Super nice to have a human response.

Jaimie B in Guest Relations has been amazing help with booking a lounge for our group, excellent customer service!

We had an issue regarding a booking and Jaimie B could not have been more helpful. She responded promptly and our issue was resolved without fuss, drama or delay. Very happy with Jaimie's friendly, helpful assistance.