Consumer group Which? slammed some airport lounges for being over-priced and not delivering what they promised
Travellers have been advised to steer clear of over-priced airport lounges.
Researchers from consumer group Which? went undercover to visit 28 airports across the UK. Each lounge was assessed for the facilities on offer, such as toilets and showers, whether customers get a runway view, if there were designated quiet areas and spaces for families, as well as the food and drink selection available.
According to Which?, few impressed and only a third managed a score of three stars or above out of possible five. When Which? first started reviewing lounges in 2017 the cost was £25 on average and some included showers, spa facilities and free magazines.
Since then, it says the spas have gone, magazines are all online and showers can cost at least extra to use £25. The average price for the airport lounges visted by Which? was £42 – a 68% increase from 2017.
The most expensive was Newcastle Airport’s Suite by Aspire, at £68. Despite that, it got an overall rating of two and a half stars. Operator Swissport claims the lounge takes “the top tier hospitality of a five-star hotel and combining it with the fine dining you’d expect from a critically acclaimed restaurant.”
Yet Which? researchers said they did not get the promised welcome drink or table service, while the area with claimed to have “opulent seating” to enjoy runway views was closed when the researchers visited.
Which? says travellers could, for a fraction of the cost, go to the airport’s Bar 11 for a full English breakfast for £16.99, with views of the runway.
The lowest scoring lounge overall was Heathrow Airport’s Club Aspire T5, with just one star, but a price of £42.
The undercover inspector complained of stained, dirty plates, with the floor said to be covered in crumbs, despite it only being the start of the day. The food was described as “very poor on the whole” with congealed scrambled eggs and no extras such as mushrooms or tomatoes.
Which? said travellers could instead go to the Fortnum and Mason bar in Terminal 5 to get luxury afternoon tea for one for £35 that includes finger sandwiches, scones, a selection of cakes and a pot of tea. Alternatively, the Wetherspoon’s pub in the terminal, The Crown Rivers, offers a large breakfast for £14.50.
Among the top rated, with three and a half stars, were Birmingham Airport’s adults only Clubrooms lounge (£48 for those booking in advance), and the Clubrooms at London Gatwick’s South Terminal (£44 for those booking in advance).
Rory Boland, editor of Which? Travel said: “There was once a time when an airport lounge was a special treat, but our latest results say quite the opposite. Instead of paying over £40 for a lukewarm buffet breakfast on a dirty plate, you can get a lot more for your money by visiting a bar or restaurant inside the airport.
“There are some better lounges, but make sure you get in for free, or at least for a reduced price. Look around for deals online or through your bank or holiday provider.”
A spokesperson for Suite by Aspire at Newcastle Airport said: “We look after around quarter of a million guests at Newcastle International Airport every year, so we’re really sorry to hear the Which? reviewer’s experience fell short of our usual high standards.
“We invest heavily in our training programmes and hospitality partnerships, and are continually striving to improve the service for all Aspire guests, in our UK lounges and across the world.”
