Aspire for more: Most airport lounges are mediocre at best, Which? finds
Which? researchers anonymously visited 28 airport lounges across the UK and assigned them a rating of one to five stars. To establish a star rating, reviewers took into account facilities on offer, such as toilets and showers, whether the lounges offered a runway view, whether there were designated quiet areas and spaces for families, as well as the food and drink selection available.
Overall, few lounges impressed and only a third managed a score of three stars or above.
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, the spas have gone, the magazines are all online and showers cost at least £25. Despite the slipping of standards, the average price has rocketed. The average price for the airport lounges the consumer champion visited was £42 - a 68 per cent increase from 2017.
When booking a lounge, paying more doesn’t guarantee a better experience. The most expensive lounge in the survey was Newcastle airport’s Suite by Aspire at £68. The adult only lounge received an overall rating of two and a half stars. Aspire says that its Suite by Aspire brand takes ‘the top- tier hospitality of a five-star hotel and combines it with the fine dining you’d expect from a critically-acclaimed restaurant’. Despite this, researchers did not get the promised welcome drink or table service. The lounge supposedly benefits from ‘opulent seating’ to enjoy the airfield views but that part of the lounge was closed when Which? researchers visited.
For a fraction of the cost, Bar 11 in Newcastle airport offers a full English breakfast for £16.99 and also boasts ‘spectacular’ views of the runway.
Heathrow airport’s Club Aspire T5 received the lowest score in the survey, receiving just one star. The undercover inspector complained of stained, dirty plates and the floor was covered in crumbs, despite it only being the start of the day. They said the food was “very poor on the whole” with congealed scrambled eggs and no extras such as mushrooms or tomatoes. The lounge would set you back £42.
Meanwhile, the Fortnum and Mason bar in Terminal 5 offers a luxury afternoon tea for one for £35 that includes finger sandwiches, scones, a selection of cakes and a pot of tea. The Wetherspoon's in the terminal, The Crown Rivers, also offers a large breakfast for £14.50.
Other lounges at Heathrow were only slightly better and equally expensive. In fact, over the past two years, the consumer champion’s inspectors have made 10 visits to Heathrow lounges and haven’t found one that they recommend.
London Gatwick South’s Clubrooms lounge made the best impression with three and a half stars out of five, and the Clubrooms brand were the only lounges that inspectors said felt genuinely luxurious. At the pricier end of the scale, the lounge ranged from £44 to £50 depending on how far you booked in advance. The lounge was one of the few that offered table service and the undercover inspector was surprised by the tastiness of the food with made-to-order poached egg and avocado at breakfast, ‘delicious’ fajitas and macaroni cheese. Prosecco is also included and guests were handed a free bottle of water on departure. The fact that they’re adult only also means they’re a calmer environment than other lounges. Four other Gatwick lounges got three stars out of five from reviewers.
Elsewhere in Gatwick South, you can get a smashed avocado and poached egg muffin in the Wetherspoon’s, The Beehive, for £9.90 and you can add a glass of prosecco for £9.20.
Birmingham Clubrooms also received a score of three and a half stars. For £48, you can order a fresh, hot meal to your table and inspectors said it was as good as eating at one of the airport’s restaurants. However, the Which? inspector said the coffee wasn’t as good as the Costa round the corner.
In Manchester airport’s Terminal 1, the Escape lounge scored just two stars. The neighbouring Aspire Lounge received a better score of three stars. Aspire’s floor-to-ceiling windows mean it’s bright and cheery, in contrast to the gloom of the Escape Lounge’s low ceilings and striplights. However, at £47 it is pricey for what is a fairly standard lounge. Terminal 1 and 3 were recently voted as the worst in the UK in the consumer champions recent survey.
Elsewhere in Manchester airport’s Terminal 1, Bar MCR offers a burger and chips for £16.95 or an all day brunch for £15.95.
In Scotland, Aberdeen’s Northern Lights, Edinburgh’s Escape and Plaza Premium lounges all scored three stars. Glasgow’s Lomond Lounge scored two and a half stars and Inverness Aspire Lounge scored two stars.
Which? found that for many of these lounges, travellers should avoid paying full price. The consumer champion has found that the lounges' own websites were never the cheapest place to buy. Some credit cards also come with lounge access. On the Beach also offers free lounge access when buying a package holiday.
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.”
Notes to Editors
Which? visited airport lounges between July and Sep this year except for East Midlands Escape, Gatwick North Plaza Premium, Glasgow Lomond, Heathrow Plaza Premium T2, Inverness Aspire, Manchester T1 Escape, which were visited May-Sep 2024. Prices are for 8am, Sat 3 Jan 2025, for three hours, booking via Holidayextras. Showers at all lounges cost £20-£28 extra.
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