点评:I booked No1 Lounge at Luton to try and ease the stress of travelling for my elderly mother and autistic 18 year old daughter. When we arrived there they said that they could not find our booking and to try the other lounge. The other lounge could not find a booking and told us to go back to No1. By this time I had managed to find the email confirming my booking. No1 lounge said that they were full and after calling the other lounge said that they would fit us in there. After all the going backwards and forwards in a busy airport we went back to the other lounge. It was up 2 flights of stairs with our onboard luggage which wasn't ideal for my mum. We got in there and it was nothing like No1 lounge. Dated and filthy. Everything had run out including glasses for water. We had arrived there when they were changing breakfast to lunch and there was hardly any food out. My mum and daughter ended up having a mini croissant and that was it! I have contacted Katie Andrews, Guest Relations Manager. Her response was a complimentary visit next time. What good is that!! I don't know when I'll be travelling out of Luton again, especially not as a 3 with my mum. No customer care or service. What about the stress and inconvenience caused ? Not to mention the lounge which I wouldn't book in a hundred years.
翻译:为了减轻我年迈母亲和患有自闭症的18岁女儿的旅途压力,我预订了卢顿机场的No1贵宾休息室。然而,当我们到达那里时,工作人员却说找不到我们的预订信息,让我们去另一个休息室。另一个休息室也找不到我们的预订信息,让我们返回No1。这时,我终于找到了确认预订的邮件。No1休息室说他们已经满了,我打电话给另一个休息室后,他们说可以安排我们进去。在繁忙的机场里来回奔波了一番之后,我们又回到了另一个休息室。那里要爬两层楼梯,而且我们还带着随身行李,这对我母亲来说很不方便。我们进去之后发现,那里和No1休息室完全不一样。休息室陈旧肮脏,所有东西都用完了,连水杯都没有。我们到的时候,他们正在把早餐换成午餐,所以几乎没有食物。我母亲和女儿最后只吃了一个迷你羊角面包就饱了!我已经联系了客户关系经理凯蒂·安德鲁斯。她的回复是下次可以免费体验一次。这算什么!我不知道下次什么时候才会再从卢顿机场出发,尤其是带着我妈三个人。服务态度差劲透顶。这给我们带来的压力和不便呢?更别提那个休息室了,我这辈子都不会去。