Plaza Premium Group Reviews 59

Plaza Premium Gatwick North - nothing premium about it!

Arrived to find most of the lounge blocked off - wet carpets from cleaning. Perhaps should have done the night before or half at a time???? The other half by windows blocked off for Emirates and Qatar airlines which were empty the entire time. We were stuck in a corridor by the loo while the other parts of the lounge remained empty. Don’t use this lounge!!! Horrid!!!!

This is a review of Plaza Premium Lounge in Fiumicino Airport:
The lounge design is excellent, and the food is also of a high standard—everything looks stylish and refined. However, the overall impression is spoiled by the behavior of the staff responsible for clearing food and servicing the area. They talk loudly among themselves from across the lounge, giving the impression that they are at home and we are merely guests, when it should be the other way around. In a business lounge, one expects peace, comfort, and premium service, but here, one feels uncomfortable. It would be great if the management took note of this and worked with the staff to ensure their behavior aligns with the level of service that is advertised.

Thank you to Roberta at Plaza Premium Lounge Terminal 1, Fiumicino Airport Rome Italy, for her professional courtesy and great customer service. It was greatly appreciated after a long trip today.

WATCH YOUR STUFF!!
On 24th December 2024, I entered the Plaza Premium Lounge in Istanbul Sabiha Gokcen at around 07:42 with a guest through my priority pass. The Lounge was waaaay to full. When we wanted to leave the lounge at around 12:40 to go to our flight with Pegasus Airlines PC995 departing at 13:10 from SAW to Frankfurt, I noticed that my black Michael Kors handbag is missing. I contacted all the stuff and they wanted to look at the video cameras as the on on top was facing directly our seat.

However, while the staff was pretending to check the cameras it was the final call for the flight. Luckily I had a mobile boarding pass and a picture of my passport on my phone. The airline said they are not going to wait for me, so I had to leave.
I asked for a phone number or e-mail-address to contact them. They gave me one. I contacted them, explained everything and asked for the results. They said they are sorry, asked what I was wearing. I again responded quickly and sent them pictures. Since them they never got back to me. I texted them multiple times as I need the results of the cameras, but I did not receive an answer till today. I guess there as to be a reason for it..
So please watch your staff carefully or just do not visit the crowded, busy lounge as they let anyone in!!

Went to Plaza Premium Longe at Heathrow Teminal 5. In Heathrow Airport. Went into Plaza Premium Lounge - have card. Never saw a more disgusting lounge! Dirty, overfilled and appalling food!! And unhygienic staff! Couldn’t find anything eatable and wasn’t in the mood for drinking cheap alchohol so left after seven minutes with out consuming anything! Never tried that before…

I had an extremely frustrating experience at Plaza Premium Lounge at LHR Terminal 4. I was told the wait time was an hour, but there was no queue tracking system or visibility on my position—just vague instructions to “wait for a message.” When I asked for clarification, a staff member, Rahul, provided no meaningful assistance. The lack of transparency and poor customer service made the experience unnecessarily stressful. A proper queue management system is urgently needed.

We went to Terminal 5 Heathrow lounge and it was absolutely awful. Over £100 for 4 of us (2 adults, 2 children). No vegan or gluten free food options. Terrible quality food. Not enough seats for us all to sit together. Too busy and over crowded. We had to leave to go and get our food at the nearby Pret (more edible). I complained and there response demonstrated that they just don't care.

Heathrow, Terminal 5, Premium Plaza Lounge.

This is the worst lounge my wife and I have ever been in by far. On arrival we walked round the queue to the desk as we had pre-booked but we're told to join the back of the queue, finally when we got to the front of the queue we were told to check in at the desk as we had pre-booked, not a good start.

We were shown to a cordoned off area that had dining tables and chairs (which weren't very comfortable as they were hard), there was no comfortable seating in this area either, we were quite taken back by this as every other lounge we had been to, had places to eat and places to relax. We were seated and not told where anything was, we had to find that out for ourselves.

We went to the food counter and breakfast was on, there was a limited selection of food, sausages, scrambled egg, beans, bacon, fruits and cheese and old dried croissants. I opted for the cooked breakfast, eggs, bacon, sausage and beans, i asked for toast and was told that wasn't possible, but not told why in quite a stern way, like I was asking for caviar or something. There was only bread, I guess if they did have a toaster they couldn't be bothered to toast it for me.

The breakfast was awful, the eggs were like rubber bullets and the sausage was probably the cheapest tasting sausage I have tried. Last time I ate in a Weatherspoon's pub in an airport their sausages were miles better than yours. Very poor quality food.

The bar had a very very limited menu for drinks, there was the option to buy more premium drinks but as I'd paid £90 to use the lounge, I would expect not to then pay further to get a drink I liked, there was no IPA or Ale on.

The lounge was so busy, when we finished eating there was nowhere comfortable to sit and relax as so many pay on the day people had been allowed in and there were no comfortable seats in the cordoned off area.

We didn't feel welcomed, comfortable, properly feed or watered as the food was rubbish and the drinks too limited, we didn't feel relaxed after our time in the lounge. It was not the experience we expected or paid £90 for.

I did write to the company afterwards to tell them about my experience but got brushed off so many times with, thanks for your feedback, please come back again and see the improvements we are making, why the hell would anyone want to go back somewhere that was rubbish on the whim that something might improve, I was given no incentive to try the lounge again, if you are confident things are going to improve and I didn't get value for money this time, then give me a 50% discount and I will write a positive review for you next time if you do carry out the improvements you say you are going to make.

My thought is they wont make any improvement but just want the footfall of people through the door to make as much profit as they can for a very cheap service they offer. I wont ever be returning to the lounge and recommending to anyone I know, family or friends that they don't use this lounge or any Premium plaza lounges in any airports.

CHOOSE A DIFFERENT LOUNGE COMPANY! Non-existent customer service and underwhelming product provided.

This company has that many travel-unfriendly terms and conditions that it feels like a scam.

I flew out of Heathrow (T5) and used the plaza lounge. I had purchased this weeks in advance and thinking the email confirmation would suffice to enter the lounge, I had to download links and applications and fill in numerous forms to be granted access. Clunky and unclear process.
Once inside the lounge I was really underwhelmed. I have used airport lounges all of my adult life for the convenience and reduced airport chaos. This lounge was overcrowded (more so than the seating at the airport gates!), the food choices were minimal and the drinks options cheap and perfunctory (beer or cheap wine). The seating arrangement felt like being sat in a busy corridor.

On my return from the UAE, I received an email from British Airways notifying me that my flight was delayed by 12 hours, this was approximately 4hours prior to the departure time (2hours prior to me arriving at the airport). I immediately contacted the plaza lounge group to amend my booking to the new flight time and was eventually told that because the delay occurred within 6hours of the lounge booking time (totally out of my control) that I was not eligible to move the booking or a refund.

For a company providing a service in the travel industry to have such an inflexible policy feels frnakly predatory. The company would have lost nothing by amending my booking to facilitate the new timing and from a customer perspective at an already stressful time it would have been immensely helpful.

I wonder how many frequent travelers, who could have been life long customers, plaza premium group have lost through exploitation of bureaucracy and greed.

Waist of time, if you have priority pass, they don’t let you in

Plaza Premium is probably one of the worst Lounge providers in Europe. It is only worth going there if you receive complimentary access via your (probably expensive) credit card.
Drinks selection is ok, food is very basic.
Heathrow T5 team is always friendly (thank you Nancy and Lourdina as well as the receptionists).
Tables used to be cleared with a trolley, helpful with the quick
turnaround of guests. The team are no longer allowed to use trolleys which makes their work a lot more difficult as the lounge is often packed-walking back to the clearing station all the time means that tables are not cleared and cleaned quickly.
Maybe the Management Team needs to be reviewed to make this a more pleasant lounge.

My wife and I visited the lounge at Edinburgh Airport on Friday 30th Aug 2024. Check in time was 12.07pm. Cost £80. The first thing the receptionist said was that the lounge was very over subscribed so there may not be a seat available and if we found one then one of us should look after them whilst the other gets food or drinks !!!
It was totally rammed. Very noisy and no air con so very warm and sticky. The food was like warm and frankly they could not keep up with demand. This was not a very nice experience and one I will never repeat. A rubbish curry and a coffee for £80 quid. What I will be asking this company is how they could be so over subscribed when the bookings are made online?? They knew exactly what they were doing and frankly it’s just not acceptable, bordering on fraud. The only reason I can see why people use this service is to drink as much alcohol as possible. No wonder there are so many drunks causing problems on planes. I would strongly advise people to steer clear of these lounges at Edinburgh Airport.

Although the lounge was very busy, Savio, Duty Manager, was very helpful in finding my party seats together and even once we were seated he managed to get us better, more comfortable, seats at a lovely table beside the window. He also made sure we knew where to get food and drinks. Excellent service, above and beyond!!

It was an awesome experienced customer service is great and so as the food.. Vicky is amazing her energy and smile made my trip extra special

Used Plaza Premium 20 Mar 2024 at Terminal 1 Toronto.Will not use Plaza Group again and will not recommend to any user.
Area was small and cramped. Washrooms very limited as two were out of service
Food was no better than " continental" at a Super8.
No view. No newspapers
Had to buy bottled water if you wanted same.
Very, very poor value for approx $75 plus tax that was charged.
Serving staff were friendly and helpful
Coffee was good.

Excellent service recently from Jasmine and Jasmeet regarding my visit to the YEG Plaza Premium Group.
Outstanding Cappuccino!!

I visited the Addis Ababa Lounge on 2nd March, 2024.

Don't waste you money. This is a less than $10 offering priced at $50. There is limited seating. The few food offerings are of poor quality. No acholic drinks are available. The toilets are the general airport toilets outside the lounge.

The staff aren't helpful, and frankly I think they know most customers aren't happy and there is little they can do to improve their experience, so it reflects in their service. It's a shame. The coffee machine wasn't working and I needed to talk to three different staff members before one of them would believe me and investigate.

It's simply not worth the entrance price. There are plenty of general establishments in the airport concourse where you can get more for your $50 per person.

Fantastic lounge with great facilities. Lounge was really clean and tidy than previous visit. The supervisor was really helpful, I think her name is Neesha, helped us to order kids food. Toilets were really clean. I must say the lounge was much more tidy aNd cleaner thaN my previous visit in last year. North terminal Gatwick Airport

A horrible experience from dirty toilets to dirty tables buffet absolute insult to customers terrible service no plates food and absolute joke your staff need training it all goes to extremely bad management I'm shocked at this day and age to experience this I work in hospitality myself if my customers got this experience I would close my doors

Booked this lounge at Vancouver airport. It was appalling. Basically a cordoned off area in airport. 3 choices of hot food - which tasted awful. Paper plates, wooden cutlery, one choice of red or white wine. Toilets were airport toilets you had to walk to find, Wifi was airport wifi, departure screens were airport screens you had to leave the lounge to find. Basically paid £45 for a padded chair. Please don’t use - go to airport restaurant instead. When I complained to customer services they thanked me for my feedback but refused any kind of refund!!! Shocking customer service also.