The booking process was very confusing and was unable to use my booking after paying for it. The website asks for the flight details for departure, and on the confirmation page shows a 'check in time' which is exactly 3 hours before the departure of the flight, next to the departure time of the flight. This looks like a notice about when one should be checking in for the flight - it is not clear that this is the time one is allowed to check in to the lounge. I was on an 8-hour layover and needed lounge access for the whole time. On later reading of the web page, the FAQ indicates that the booking is only for 3 hours. On discussion with 'customer support' on the web page, I was told that Aspire bookings were for '3 hour slots' - however, it is *impossible* to use a 3 hour slot since one has to be at the gate a minimum of 45 minutes before the flight, or longer for USA flights (which is what I was taking). Customer support told me that they opened a complaint ticket (I was given number 187453) but weeks later no-one has communicated with me.