Staff at reception area were not really into the whole concept of customer care . I offered a name and booking ref but they wanted written confirmation of the booking advising that the system did not link up or find booking references. After a 12 hour flight not exactly the kind of customer experience I had anticipated. Eventually they found my booking. Lounge was over-crowded with very few places to sit. Food was ok! but only just Ok. TV in pod didn't work. No toilets in the lounge. Not really value for money. Would not use it again. Cheaper to go and have a nice meal in one of the better restaurants at t5