The support team were inadequate. I did not receive a confirmation e-mail and submitted a case: 1. The team failed to respond to ordinary e-mails, telephone calls, or online requests for more than 48 hours. Do they actually operate on weekends? 2. They confused my case with a previous (technical) case I had submitted. 3. When theydid finally respond (thank you), it was 40 minutes after we left for the airport! 4. I never did receive the confirmation. 5. When I tried to assess the performance after I got back online following the holiday, the possibility of assessment had been closed with the call. The lounge experience itself left something to be desired. They clearly do not have enough staff: one receptionist is clearly not enough when "booking in" takes such a long time; and various components of the food offer (which does little to cater for the health conscious) were not promptly replaced.