I have tried to use the Lounge at Heathrow Terminal 5 on 2 occasions, the first time my booking hadn't been processed due to it being less then 24 hours before travel (would have been helpful if the website stated this BEFORE taking the booking and money), and then recently on 18 June. On both occasions I have witnessed (and been on the receiving end of) extremely poor customer service. When the membership of 2 separate guests came up as being invalid, despite their Premier Lounge cards being valid, the customers were turned away gleefully, and without offers of assistance. One of them was a disabled lady in a wheelchair. When you are allowed to cross the threshold to use the facilities, the setting is fine, the food is adequate (when topped up that is), however the customer service is still very poor - it is not uncommon for the food to be left empty, guests left standing at the bar for 5 or more minutes waiting for someone to appear to serve them. With some basic customer service training I believe that the overall experience could be enhanced massively.