I am not one to usually complain or criticise but I feel compelled to make a formal complaint on this occasion and I am requesting a full refund. I spent £134 for myself, my 2 young daughters and my mother to access the Aspire lounge in Heathrow Terminal 5, and we all felt it was a huge waste of time and money. I paid for 3 hours yet was only in the lounge for 30 minutes due to overcrowding and long queues. On arrival there was a large queue and it took us over 35 minutes to get to the front. When we eventually did get to the front, the receptionist walked off and left us waiting a further 5 minutes. When he returned he told us the lounge was full to capacity and so we would have to wait. I informed him I had pre paid and so he asked me to go and look around the lounge to see if I could find a spare table, while he and his colleague who joined him just sat there. Poor customer service. I took a look around and it was mayhem. The space inside the lounge was tiny and it was worse than being outside the lounge and in the main airport area...people and luggage everywhere, no space to move around etc. The lounge was full with a only ‘reserved’ table (underneath a stair case) not in use. I informed the guy at reception and he said we could use it. However, it wasn’t exactly what I had been hoping for. It was a tiny space for 4 people/our luggage and it didn’t have a single power socket for us to charge our electrical appliances. Not ideal when travelling with children! The food options were terrible (2 or 3 options) and the lady at the bar told me I could only order 1 drink at a time, despite me telling her I needed to order drinks for a 5 year old and a 7 year old. I had to order from her 3 separate times while my mother also ordered for herself. Terrible customer service. After a small bowl of food and 1 drink each, we couldn’t wait to get out of the lounge and so we left after 30 minutes. It felt more relaxing once we were in the main airport concourse! I usually use the BA lounge and in comparison it is far more relaxing, has loads of space and comfortable seating, all seats have plug sockets, the food and drink options are plentiful and excellent. Overall BA offers a far more comfortable and enjoyable experience. Sadly, I will not use an Aspire lounge again nor will I recommend you to friends/family. I feel it is only fair I am compensated for this terrible experience. Best regards Stuart Liness