Let’s start with how I was received in the lounge: in front of me in the “queue” waiting to get in were a family of 9 who had not booked. I was waiting behind them with my girlfriend. As 10 minutes had passed, I politely asked the male member of staff (in his 50s) if I was able to enter with my girlfriend given that we had already booked, rather than wait for any longer for this family in front who had not booked to be processed. A very nice female member of staff who had welcomed us at the entrance (before the stairs) actually contradicted her male colleague, and logically pointed out that it was silly for us to be waiting when all that was needed for a bar code to be scanned. She was very efficient and helpful. The behaviour of her male colleague was totally unacceptable and I will be asking for a full refund. Terrible service. Actual lounge and food offering was underwhelming - restaurants in the terminal are much nicer.