I booked Aspire as a special treat for myself , my nephew and his wife to start a holiday to The Rocky Mountains in Canada. We arrived on time on 25/6/2018 at 2.05 , I showed booking on phone to the man on desk who asked for boarding passes and my passport , he said there was a problem and we had to wait. He did not say what , I asked and he said only 2 of us were booked and his papers did not match . I showed him receipt for the 3 of us , he said he had to speak to Manager and we had to leave passes with him , I would not allow him to keep my passport. When questioning why he wanted to hold passes he said not to worry they would be reprinted if they went astray. He was arrogant and very unhelpful and made us all feel unwelcome and like interlopers in this lounge. Instead of the great start to a holiday we all felt very uncomfortable with others watching this performance . After about 10 minutes he said we could go in but still held the passes , my nephew insisted on having them back after another 20 minutes. I am pleased to receive this survey as I arrived back from Canada today and intended to email my complaint to you. There was no warmth of welcome to Aspire but as though he was doing us a favour in even considering if we should be allowed in. I am a 71 year old woman and my guests in their 50s so we did looked perfectly respectable . I look forward to receiving your comments. Marian Trendell