No1 Lounges Avis 

katie andrews, first class customer service, highly recommended, credit to company, will be back later this year, no 1 lounge is the place to go.

I recently had some back and forth communication with Jaimie, one of the Guest Relation Agents for No 1 Lounges at Gatwick. Jaimie was very friendly, helpful and replied promptly to emails. I’d recommend him. Thank you Jaimie!

Booked with no1 lounges for the clubrooms at lgw north for 4 people, money was taken from our account but no confirmation email sent tried 15+ phone calls to resolve and sent 10 emails still nothing, cant get our money back either as there is no one that picks up the phone or calls back, do yourselves a favour don't use. absolutely useless customer service, appalling!! when it goes wrong with these people no-one is at the other end.

Amazing customer service from Maisie who kindly helped with my N01 booking last year and also for my trip this year, where I will experience the Clubroom. Maisie was very professional, caring and very knowledgeable in all of they rooms and what expect. Maisie went above and beyond. Maisie should be recognised for her hard work, customer service and her willingness to help. Thank you again Maisie 💜

No 1 Lounge Heathrow Terminal 3
Date of visit. Weds 23nd April 2026

The fare offered by No 1 Lounges has really deteriorated over the years I have been travelling.

The selection of buffet food was dire today (lunchtime) - fine if you want pasta or rice or fried potatoes with very watery beef stew. Apart from that there was a cold collection of tasteless triangles of indeterminate cheese, stale bread slices, an ok cous cous , and an ok beetroot salad, but “a to be avoided” Brussels sprout salad. That was it!

Absolutely nothing there for someone diabetic for instance or for coeliacs or even for anyone who doesn’t wish to eat stodge. .

What about some lettuce, cucumber, a bit of ham. Maybe even a portion of poached salmon! Or a sandwich? Or sushi?

On top of that, the usb charger points didn’t work and the loos were dirty and didn’t flush.

Yes it’s a more pleasant environment in which to sit whilst waiting for a flight (or is it!) but I’m beginning to think it’s just not worth it, even with Dragon Pass through my bank.

If I was paying £40 per person to enter the Lounge, I would be very unhappy.

Jamie was so helpful with our family booking he replied promtly to emails and was friendly and curtious and so patient when i had issues with my discount code Jamie made the whole process easy 100% recommend

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!