No1 Lounges Reviews 

I had an appalling experience at the No.1 Lounge, Birmingham Airport, which raises serious concerns about American Express Platinum and Priority Pass endorsing this establishment. Despite holding an AMEX Platinum card, my daughter and I were denied entry due to “capacity,” yet others were admitted immediately after us. Staff were dismissive and refused to provide a manager’s name when questioned.

After filing a complaint, Priority Pass conducted an “investigation” but refused to disclose any findings, citing GDPR—effectively shielding the lounge from accountability. This lack of transparency is unacceptable.

If AMEX and Priority Pass genuinely care about customer experience, they must review their partnership with No.1 Lounge. Until then, don’t rely on this so-called benefit—it may mean nothing when you need it most.

Very disappointed. I booked the lounge at Heathrow before our flight to New York. Hoping to have some brunch and a drink. Firstly the lounge was so busy we couldn’t find a seat. Then the showers were out of order and a long queue for the toilets. And finally the food was grim. It had been obvious left out for ages. I managed to scrap together a blob of egg and a cold sausage. Not to mention the cr@p coffee from the machine. Never again.

Thank you team at Luton especially Val and Christian. You were under so much pressure during a very busy time.
You did a fabulous job and I enjoyed my first experience of the lounge.
Thank you 🤩

Best lounge in Gatwick by far

I have used No1 Lounges many times and always found them to be spot on, this review is about the exceptionally great customer service provided by Maisie Allma. I spoke to her on the phone, and we continued comms via email to book my party into the Club Rooms Birmingham. I could not fault her in anyway. Always cheerful and answered promptly my many questions. I am booked and looking forward to attending the lounge, which I am sure will be a good as always. Thank you Maisie.

Have had to cancel our booking
Tried emailing No1 lounges + telephone calls numerous times, left contact details + booking reference but still had no reply
Still waiting for our money to be refunded
Terrible company + service

I made a booking for me and my family on Monday. The site crashed whilst confirming my booking but the payment has been taken. I called and got through to someone who asked me to send an email with the information so it can be fixed. Since the original email I've left 3 voice mails and sent 3 follow up emails and I've only had 1 response asking what my flight time is and that's it. Extremely poor and disappointing service so far.

Not sure what they are like as they don't respond to contact messages. They provide an email, but after 2 weeks and a follow-up, no response.

Update 19 December: Still haven't got back to me and the promise of a Manager looking into it hasn't happened. Really poor.

We booked No1 Lounge Heathrow Terminal 3. We were greeted by Dennis the concierge who went out of his way to make us feel so welcome. My travel companions and I have never experience such a lovely experience in an airport lounge before and set up up for a lovely start to our holiday in Dubai. Thank you Dennis, we need more people like you in this world xxx

Gatwick. By far the worst airport lounge I’ve ever used. Staff were rude on arrival and even started slagging off the couple who arrived before us as they dared to try and get in with a reward card. Once we got in there were no tables left so had to wait to sit down. The cooked breakfast was limited overcooked and cold. The pastries must have been a couple of days old as they were rock hard. It was pretty grim for what we paid. The only good thing was the Prosecco was nice.

It was just O.k as we found a busy place with seating being very limited and the food being nothing more than basic. It was never the relaxed atmosphere we expected being advertised as The Lounge for a place to chill before a flight!
Last-minute customers looking for space added to the overflowing numbers to a full area. I doubt in high season the value on offer may never be found. Disappointing to say the least.

Awful service, staff with poor attitude, the lounge was dirty and the tables were not cleared. The choice of food was very limited and very unappetizing. I asked if there was a different choice of food and was told that the ONE dish on display was all there was. The advert for this lounge indicates "an enticing range of hot and cold food". That is not true!! I won't ever be using a No. 1 lounge again that is for sure!!!

London Gatwick (pre booked) - Well, to start with 20 minute queue. The food and drink were plentiful, BUT try and get a seat was painful... most of the tables by the windows and the row back were "reserved". When we asked what time they were reserved for (as we only had 50 minutes or so left after queuing), we were told... they are reserved for walk ins. Enough said. Never again, waste of money.

Heathrow T3
If I can give 0 star I would.
The whole lounge lacks customer service especially Gilberto.
I am a frequent flyer and uses lounges regularly.
Upon entering the lounge, I was told I cannot choose a seat. Fair enough the lounge was busy. I was sat on a table where 3 other strangers were sat. Again not good enough comparing to airport lounges over the world. I then stored my suitcase underneath the table and went to get food. Whilst I was getting food, Gilberto the receptionist sat another person right on my seat. This is very unprofessional.
After that, I moved seat on my own initiative as my seat was taken and the table was already packed with 2 seats left. I was told by Gilberto that I must go back to the table. How rude is he, not only have I been restricted of where to seat but I was forced to move in the second occasion after his unprofessional behaviour of seating 2 people on the same seat.
I asked to speak to the manager which then subsequently told me they will cancel my booking without refund.
What kind of customer service is this!!??
Totally unacceptable.
Avoid.

Disappointed with our experience last week at Luton airport. I had the booking confirmation email but they would not let me in until I could also find my Amex priority pass. Once in, the food was very limited and undercooked, also very few soft drink options. We left the lounge when our gate opened, only to arrive at the gate to a delay. We came back to the lounge and asked if we could come back in. We didn’t want anymore food or drinks, just somewhere to sit as I am pregnant and there were no seats to be had outside of the lounge, whereas the lounge only had a few tables seated. The lady on the door was understanding and happy to invite us back in, but a Manager came over and without speaking to us told the lady on the door not to let us back in as we were a “pre booking”. We were only welcome back if we paid extra. I don’t see why booking the service in advance should have any impact, but I was really disappointed with this attitude and absolute lack of understanding and customer service. I work as a Customer Service Manager myself and would be appalled to see my employees behaving in this manner in front of a paying guest.

Had a great experience with No1lounges at Luton yesterday. Zahra by the entrance was really helpful and friendly. She welcomed us with heartwarming attitude, explained everything in details and we ended up using lounge for the first time due to delayed flight.
Also rest of the team at the lounge was very polite, friendly and helpful too.
This was exceptional experience and it was first but I can guarantee not the last time we visited No1lounges at Luton 🙂

Their staff are simply silly or lying. They get full and then reject any MasterCard dragon pass client. They claim a MasterCard confirmed access booking is not a booking? In what universe can this be true? They refer to page 20 of some t&c. Really!

Look at their reply.... They 100% ignored the specifics of the complaint. Tells a story of disrespect.

If they have a problem with being full why not have the respect to communicate his at the time MasterCard grants an access code? Wouldn't that be proper? Respectful?

Instead they create tension, rejection, embarrassment, and frankly anger at their check-in desk. And still they say it's the travellers mistake not theirs.

This is when human respect gets trod on by company shortsightedness or downright laziness.
FIX YOUR PROBLEMS

Worst lounge I have ever been in…..booked in for 12md however was not allowed to enter until 12.30, it’s dirty, noisy and the food was inedible…..NEVER USE IT

We booked Clubrooms through Gatwick and turned up on the day of our flight only to be greeted with no record of our booking.

As we received no confirmation email, we showed the payment leaving the bank account the day before, but were told that was not sufficient (which I understand). However, we then asked how we could contact to help resolve the situation, we received a horrifically rude response from the Team Leader in an aggressive manner to my pregnant wife. Eventually, after back and forth, we were given a number to call which had no option to speak with customer service, so were left without lounge access and a payment of £92 out of our bank.

Since then, we have emailed Clubrooms repeatedly and they will not acknowledge our emails so have no other option but to share our poor experience through reviews. We hope this at least highlights some of the issues, should it happen to anyone else.

Interestingly, we were travelling out for a wedding and another couple had the exact same experience with Clubrooms of no booking despite payment and were greeted with the same response, albeit a few days before us.

Even though I had pre-booked on No1 lounge website (at £6 pp)and had an email showing my pre booking reference I was initially denied access because DragonPass had not done their bit! Took 30 mins to reluctantly agree to accommodate us in a small lounge with a very limited choice of food very curry dominated! Considering my guests were paying £24 a head it was really not worth the money.