We booked the swissport executive lounge for 25th March a few weeks prior to our departure. On arrival at the lounge, we registered at the reception desk and were advised we may wish to check the lounge as it was very busy. I stayed at the reception desk whilst my husband and daughters looked to get a seat and they came back advising there were no seats available. As we had prebooked we would have expected to have adequate seating available, however this was not case. I was not prepared to pay £17.99 per person to stand so we asked for a refund. We were advised that the reception desk did not provide refunds, however they gave us an e-mail address to contact. After numerous e-mails over the last few weeks I have still to have an adequate response or refund. I find this whole situation and customer service to be very disappointing.