We had booked the Aspire lounge in Heathrow for November 9, 2016. We were not admitted to the lounge because our time had expired. I booked the lounge online and entered the arrival time of our flight as requested by your website. However, according to the receptionist at the Aspire lounge our time started 3 hours before our flight arrived so by the time we were ready to go to the lounge our time had expired. Our lounge booking states that the earliest entry was at 9:00 but 9:00 was really the LATEST entry time because when we arrived at 12:05 our time had expired. This is very misleading since 'earliest entry' implies that one can enter at a later time. We were very disappointed by your service and your website. Your website should make it clear that the flight arrival time is actually the departure time for the flight leaving Heathrow. We are booked for the Aspire lounge on November 28 with the earliest entry at 5:00 which is one hour and forty five minutes before our arrival time from Mumbai. Can we change this to 11:00 without incurring a penalty? We feel you owe us that much at least not to mention we feel we should be reimbursed for the time we were denied entry. Doug and Dianne Bath 25 Prominence Park SE Calgary, Alberta T3H 4K8 1-403-804-5870 dougbath@shaw.ca