British Airways

This is a small lounge but it has the bare essentials: decent seats, coffee machines, snacks and - when they could be bothered - sandwiches etcnnMost of the staff seemed nice and helpful. But they were let down by one staff member who almost didn't seem to want to be there. When the coffee machine stopped working her response was: I've never learned how to use it to avoid having to do this. Uh huh.nnPlenty of usb sockets and desks to get work done. And while the window overlooks a roof top that could really do with a makeover, you can still see the aircraft take off.

I got upgraded to first class, so I have not much to complain. The food was good and the crew was nice except one dude.

Mediocre lounge but nice to have still

Horrible staff, the staff asked and only asked two of us to left the seat without a good explanation. There are a bunch of other customer also seating in the same area that’s reserved for British airway customer. None of us had any idea that’s reserved for British airline handicapped customer. There is no sign on the seat nor near the area. The supervised who is the guy in the first image is super arrogant and impatient. It could be such a simple thing if explained clearly, the customer experience would be totally different. The staff and the manager is definitely poorly trained in handling such scenario. Some basic customer experiences training is really need here.nnAfter submitting complains through their official website, got an automated response:n----------------------------------------------nThanks for your recent email and for letting us know what happened when you arrived at London Heathrow. It’s disappointing that you found our staff to be rude. This is certainly not what you expect from us and I’m sorry we let you down.nnOur staff are highly trained and we’re really proud of the service we offer, so I’m sorry to hear our crew weren’t behaving as professionally as we expect them to be.nnWe know we need to improve how we deal with our customers, including offering consistently polite and thoughtful service and I’m really sorry this wasn’t what you experienced.nnIt’s only through your comments we’re able to focus on areas where we need to improve.nnThanks again for getting in touch. I hope we can welcome you on board again soon. Please feel free to contact me directly by using the blue link below if I can help you with anything else.nnBest regardsnnChetan Lagad

Poor customer service