No1 Lounges Reviews 562

HELP NEEDED. I have clubrooms at LHR booked my flight time has changed multiple times. I have managed to change entry time once but it needs changing again. I cannot change online. I raised this via the enquiries email and was told it is a known issue and to try again in a couple weeks I have tried over last month and still unable to change entry time. I have tried calling multiple times with no answer.

I would give rhem 0 if it was an option, I booked an airport lounge at Heathrow and whilst it was absolutely my fault that I booked the wrong terminal, the lounge had one in both the terminal I was going from and the one I had booked, both no 1 lounge and holiday extras refused to swap the booking to the correct terminal, no 1 were happy to charge me again which I refused to do and looking at other comments this is not the first time but a regular occurrence between these 2 companies. I lost 88 pounds. Both companies blamed each other and my birthday was ruined, never again

No1 lounge at Gatwick North, food so so, atmosphere nice and overall very pleasant, plenty of different drinks in like the Plaza.

Absolutely the lowest of the lowest. Totally and completely disgusting service. We hope they shut this shambles of a "lounge" down. We arrived at around 10.30am at the lounge at Luton Airport and was denied entry because :
A. No space available.
B. It was busy as it was lunch time ( at 10.30 AM ).
C. We didn't have a booking
We clearly saw through the window that there were spaces available. The staff came up with these excuses to work a little less than they have to. The funny thing is that they told us to scan a worthless scam qr code to be put on a scam waiting list. We're still waiting to be called up even now that we've arrived in our destination. There is no mistake in our email or phone as we have the confirmation messages from them. We saw people leaving but not getting called in the 1 hour and half that we sat outside watching the scam show..This is definitely the last time we will use them at this unacceptable lounge.

UPDATE to No.1 lounges response :

Just goes to show what a badly run operation you are in. You say in your response that we should contact via an email you have provided quoting our booking reference details. READ OUR INITIAL COMPLAINT !!! ONE OF THE THREE REASONS WE WERE DENIED ACCESS IS BECAUSE WE DIDN'T HAVE A BOOKING !!! We are pass holders and have had no problem in any other lounge except your one. You don't care and it shows in your response.

Booked Clubroom lounge in Heathrow Terminal 3 for first time using Holiday extras. Terms on holiday extras say you can use lounge for up to 3 hours before you depart . It then says you can state a time of arrival and the 3 hours starts at that time. So arrived exactly at the time I requested 8:30am note flight departed at 12:15 and boarded at 11:30 so was quite prepared to leave prior to 11:30 to catch flight.
On arrival was greatly nicely then it all turned sour. Attendant refused entry until 9:15 after stating their (no 1 lounge policy was different to holiday extras and entry would only be granted exactly 3 hours prior to departure.
I asked to speak to manager. A junior manager abruptly told me their policy. I showed the holiday extras terms and conditions under which I had booked but they weren’t budging. Duty manager arrived and regurgitated the same spiel. She was confrontational and made what was to be a relaxing experience before a long haul flight stressful.

After repeatedly asking how she intended to resolve it I was told I could pay more.
Eventually relented and allowed us in. Made me feel unwanted despite having paid a substantial figure to actually be there.
My advice go elsewhere

EDITED FOLLOWING RESPONSE
Thank you for a fairly quick response. You have fundamentally failed to understand my review.
I booked via Holiday Extras. Unbeknown to me or any other customer booking with them is the fact they have different terms and conditions to your business. Their terms Very Clearly state that you can state a time you would like to enter the lounge and your3 hours commences at that time. I can see no misinterpretation with that statement. Holiday Extras website does not provide a link to any other terms and condition or any terms provided by No 1 lounges.
I discussed this with the duty manager Laura who confirmed that she knew the terms on Holiday Extras differed but she was not interested and repeated your T & C which I had not seen until visiting the lounge. In essence I was missold by Holiday Extras, I have taken this up with them. However my issue with Clubrooms was twofold
1. You clearly know that Holiday Extras have different terms and your company have not done anything to change this, as confirmed by the duty manager Laura.
2. It is how businesses resolve a problem that matters. In this case your manager knew of the differing terms but chose to aggressively enforce your own despite clear evidence of my booking showing a specific entry time booked. The lounge was very quiet and she could have honoured my booking it would have cost nothing extra and I would have left well before the 3 hours so where is the problem, and taken the matter up with Holidsy Extras to revise their T&C. And chose not to and made the situation embarrassing, uncomfortable and her aggressive tone was not welcoming and made the situation stressful in front of other customers.
I respectfully suggest you refer her for training on dealing with customer disputes .

I initially had an issue with my No1 lounge booking. I wrote to customer service to clarify the issue. Had an immediate response from Maisie who identified the issue with my booking, and provided me with specific advice on how to resolve the issue. Maisie was very patient with me and all over my issue. What impressed me most of all was Maisie's excellent communication and super prompt replies. Customer service (CS) is a vital role for all companies, Maisie is exceptional. I base this assessment of similar CS interactions I have had with other companies.

I am extremely disappointed with my experience at No1 Lounges and the way my complaint has been handled.
We booked lounge access through DragonPass (a membership we pay for) and arrived late due to unavoidable traffic. Despite explaining the situation and even offering to leave at our original booked time, we were met with a complete lack of empathy and understanding from the duty manager, Kay.

We were travelling as a family with our autistic son, who was clearly wearing his special assistance badges. We book lounges specifically to make travel less stressful, yet we were treated in a way that left me in tears at the start of our holiday.

We were then forced to pay £121 to enter — for something we had already paid for through our membership — and were also charged as three adults, despite our son being only 10 years old.

I raised a formal complaint and waited two weeks for a response, only to be offered 25% off a future visit. This is completely inappropriate given we already pay for lounge access through our membership, and it does nothing to address the money we lost or the way we were treated.

This experience shows a clear lack of customer care, empathy, and accountability. I feel completely let down.

I will not be using No1 Lounges again and would strongly advise others to think twice — especially if travelling with children or additional needs.

Service was very friendly and professional from the minute we walked into the lounge. Throughout our visit, the service was fantastic. Food delicious and facilities great

Birmingham Clubrooms

Booked in No 1 Lounge (Clubrooms at Terminal 3, London Heathrow) for today - Saturday 14 March 2026. We waited in a long queue for a good 5 minutes while’s attendants argued amongst themselves. When we finally got to the front of the queue we were met (not greeted with a smile) by a most miserable Asian pregnant lady who informed us that we were early and if we wanted to enter the lounge we had to pay £30 extra per person. We decided to pay it and with out a thank you when my partner paid, she told us to follow her and she “dumped” us on an awlful table in full front of the sun with uncleared tables all around us. I am afraid we were not impressed - no details of how to order, facilities or even WiFi facilities. I went to the bar and asked to speak to the duty manager. However, a lovely helpful guy whose name began with B, was very apologetic with our treatment so far. He arranged to move us to a more suitable table and said please let him make “a better experience” to us. The food we had from the afternoon was delicious and waitress service good. Whilst alcoholic drinks were available, we just stuck to soft drinks and coffee which was limitless. I am sorry to say our initial impression and surliness at the reception marred our experience. As for the extra £60 on top of the £90 odd we paid to reserve was a rip-off for what we actually had and experienced! But are thanks to attendant “B” for rescuing some of the service.

Jaime very helpful with my group booking. Very quick and efficient response.

I made a stupid mistake when I booked with No1Lounges which I didn't notice for some time. With little hope of getting it fixed I sent an email and was delighted when Jaimie, a Guest Relations Agent, resolved the problem. Great customer service from Jamie and a very relieved and happy customer.

I booked 2 x lounge passes via Revolut but needed to make a reservation. I contacted No1 lounge by email Jaimie replied quickly to explain the process. This was I Very straightforward to do online.
Many thanks Jaimie.

Gatwick North Clubrooms. Always a great experience and a wonderful way to start a holiday. We did it as a treat on our first holiday and book every time our flight permits. Special mention to Sandra and Dawn for their helpful and cheerful service ❤️

I had a query about using the No 1 Lounge at Birmingham Airport. My email was responded to extremely quickly, professionally and in a very friendly tone by Maisie - thanks Maisie!

I’ve never had a bad experience of No.1 lounges, and considering we travel as a large group, the experience has been exceptional. A massive thank you to Jaimie in guest relations for their recent help on our group booking- perfect service at all times!

Avoid avoid avoid My Lounge at Heathrow Terminal 3 is my advice. You will be wasting your money and regretting it. Disgusting cold food, doesn’t get replenished, minimal choice, nothing for children. Poor bar with unfriendly staff, not enough toilets so you have to use airport (which are significantly better) Someone’s rucksack stolen whilst we were there !!
Made a complaint and they refused to refund me. Not even a gesture of goodwill. Apparently checked ‘CCTV’ and everything was fine. Not sure how CCTV can look into pots of food or check temperatures.
Massive waste of money, disgusting experience. If you don’t want to be wishing you hadn’t bothered then take this review seriously and avoid like the plague. Don’t say I didn’t warn you. My Lounge you should be disgusted with the way you treat customers.

We've used lounges before with no issues. This time around we decided to pay the extra and booked The Clubroom at Gatwick South. When we arrived it was clear they were short-staffed. We were shown to seats and told someone would be over to take our order. We were sat for 25 minutes and so was another lady who had mobility issues. I finally lost patience when a few other people arrived, shown to their seats and were immediately served drinks with a tour of what the lounge had to offer!! All whilst overhearing they'd been upgraded from the standard lounge because it was getting full. So, people who had paid less than us were getting preferential treatment!!! I got up to alert them that both myself, partner and the other lady had been waiting over 25 minutes. No apologies, no guided tour for us of the lounge, just an extremely rushed drink.

The food was okay but not to the standard we expected for the extra money we paid. There was no crushed ice available and cubed doesn't really work with cocktails like Mojitos, so some of the drinks weren't available. The brownies and cookies weren't replenished and to top it off, I got food poisoning from the brie panini I had. I immediately saw a GP friend when I got to Spain who confirmed it. I wouldn't have got this from anything else as it was the only thing I'd eaten up to that point. As soon as I got off the plane, the effects of the food poisoning started. It totally ruined the first day of my extremely short trip due to my temperature going through the roof and the sickness.

It's unlikely that we'll book again - wasn't worth the money at all!!

UPDATE: No.1 Lounges ADVISE ME to contact them about the above and 2 weeks later - nothing!!! Disgusting customer service!!!

We booked into No1 lounge at Gatwick South for the first time, before our honeymoon flight. Oliver, Katherine & David made our visit the perfect pre-departure celebration. They were warm, kind and professional. And the champagne was a perfect touch gratefully received!! And the lemon drizzle cake was one of the best I’ve ever had. Thank you!

Here is your revised review including the location:

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I had a voucher through Revolut for the No1 Lounge at Heathrow Terminal 3. Unfortunately, my flight was delayed by one hour, and the lounge applies the three-hour entry rule based on the new departure time. As a result, we were asked to leave and return an hour later.

When we came back, we were told we had to scan a QR code and join a queue to wait for available space. The process was poorly explained, and the staff were unhelpful and came across as rude. We also saw other guests being told to wait downstairs without much clarification.

Overall, the experience felt disorganized and unnecessarily frustrating, especially given that we had valid vouchers and a delayed flight. I expected a much smoother and more professional service.

We recently had the unfortunate experience of No1 lounges at Birmingham Airport. My advice is steer completely clear and don’t waste your money supporting a poor, disorganised and absolutely no value for money outfit. Poor food and service which spoil your start not enhance it. Any complaints after the event are ignored and full of excuses. AVOID! AVOID! AVOID!