Comments sent to Mr Watt, CEO on 29th September 2015 responses received from Mike Barton 30th September 2015 Dear Mr Watt I am writing to you to provide direct feedback about the Executive Lounge at Terminal 5 Heathrow Airport. (see booking details in attached email). Having visited your website I noted that :- Swissport is recognized as the benchmark in terms of value for money, customer dedication, and cost management. The company has established a global reputation for being a valued business partner, not only because of its financial resources and modern ground support equipment, but also due to its intangible assets, particularly management expertise and a brand name that stands for superior quality. Appreciate the aspiration of the company but I do not believe that the Executive Lounge, Heathrow Terminal 5 provides such a service especially value for money or quality service as evidenced by my recent experience of having spent £105 for my wife, son and myself to visit it on Sunday 27th September. Having just flown in from New York we had a delay on our next flight home to our local airport Edinburgh I thought it would be relaxing to go to the lounge prior to the flight and pre booked in advance. Firstly, value for money - since with most airlines you are unable to check in before 3 hours before the flight departure and BA staff were enforcing this and so we waited till the designated time 12.30pm to book in. Then with the delays in security due to the volume of passengers meant it was nearer 1pm before we arrived kun the lounge. Secondly, due to the location of our plane departure gate at A1 we had to leave the lounge half an hour before hand at 3pm. Therefore, the allocated 3 hours became only 2 hours. I would suggest to you that your terms are misleading regarding the booking form and no way can anyone achieve 3 hours unless they are a transferring passenger or flight delayed. Thirdly, the lounge is not particularly large and the upstairs had been closed therefore due to the number of passengers using the lounge it was very crowded. As behaviour dictates people maximise space around them and therefore we were unable to sit together as a family due to the lack of seats initially. The pods were not available and the more comfortable arm chair seating were taken and the remaining seating is not that comfortable. Fourthly, presentation and lack of choice of the snacks in comparison with other providers was noticeably inferior and not 'quality'. I noted that the bar was attended by a member of staff to presumably limit intake by passengers? I did not use this service due to driving once in Edinburgh. Fifthly, no newspapers or magazine were available to peruse. Sixth, number of staff on duty appeared to be limited - tables not cleared and food replenished in a timely manner. Seventh, only one departure board at the entrance was working. And finally the ambiance - it lacked being a quality relaxing environment for £105 for 2 hours ! Trust you find the comments constructive and of value to you and I would welcome any comments you may have. Yours sincerely, Robert Parry