On entrance to Lounge there was a couple in dispute with your employee over there access to Lounges , Instead of calling for back up , she phoned your main office then was put on hold , and left us all waiting for at least 15/20 mins , as you know we are in Lounges for a limited time , another employee came to assist and we were ushered through , with first employee still on hold , she was starting to get verbal abuse from the couple. The overall experience is good and I've used facilities several times , but your employee didn't deserve to be left on hold and facing abuse , the out come was the couple had only paid for one entry even thou both there names were on paperwork .