First time for us in an airport lounge but if meant to make things easy and de-stress the activity of waiting on an flight well they miss the mark. First of all we turned up to large que being told that it could take up to half an hour to get in. everyone in the que was getting Irate and some guy decided to try and barge in, this provided some amusement but after a 15 hour journey it wasn't what I had paid for. Some other Customers were having great difficulty obtaining a refund which looked extremely difficult to process (not sure if this was poor staff training or poor IT systems). Once inside we were surprised to see the number of empty seats and areas available with large tables and areas occupied by only 1 person, If they had carefully taken people to their seats and arranged the customers their would have been no que at all and as it was lunchtime i think all it would take would be a subtle explanation that it was a busy time but my quick head count showed an excess of ample spaces. Service at the bar was perfect and there were no faults here but the food wasn't the greatest and when the woman in front of me asked for if any sandwiches would be available she was plainly told they were finished. Another problem was that half the sockets at the bench seating didn't operate having worked closely with Electricians my whole life this points to loose or burnt out wires(a very quick but dangerous fault) So in summary Food-silly thumb size pies, no sandwiches~(Not really a meal) Bar -great Organisation- poor Use again-probably not at terminal 5