Emirates has been named the best business class airport lounge brand, while Clubrooms secured the top spot among independent UK lounges, according to a recent survey by Which?.
The consumer champion polled 1,461 travelers who had used an airport lounge in the past two years, evaluating them on customer service, food and drink, peace and quiet, seating comfort, cleanliness and decor, facilities, and toilets.
Business Class Lounges
Emirates achieved an overall customer score of 85%, with guests praising its gourmet dining, quiet atmosphere, and free Wi-Fi. The airline's lounge offering consistently earned four out of five stars across all evaluated categories. Virgin Atlantic followed in second place with an 84% customer score, noted for its "stylish, peaceful space." Their Upper Class and Flying Club Gold members have exclusive access to these lounges, described as areas designed for relaxation away from the airport's hustle.
Qatar secured third place with an 82% customer score. While its lounges received four out of five stars in most areas, the toilets did not receive enough responses for a rating. The airline describes its offering as having Middle Eastern-inspired decor and water features, aiming for a boutique hotel or private club ambiance.
At the lower end of the business class rankings, British Airways placed second from the bottom with a 63% score. Customers reported issues with overcrowding, difficulty finding adjacent seats, and unappealing, lukewarm food. The airline stated it has invested in its lounge offerings as part of a multi-billion-pound transformation program, with refreshes in Edinburgh and Glasgow and Heathrow lounges slated for future investment.
Lufthansa was ranked the worst among all lounge brands, with an overall customer score of 62%, although specific category ratings were not available due to insufficient responses.
Independent Lounges
Among independent, pay-per-use lounges, Clubrooms topped the list with a 64% customer score and generally received three out of five stars. Travelers highlighted the availability of food and the welcoming staff. Clubrooms offers a seasonal menu with hot dishes, snacks, and sweet treats, and has an age restriction of under 12s to maintain a relaxed atmosphere. Prices start at £44 per person.
1903 lounges and Escape Lounges tied for second and third place, respectively, both achieving a 56% customer score. 1903 lounges received three out of five stars for seating comfort, cleanliness, decor, facilities, and toilets, but only two stars for other categories. The 1903 lounge has since been replaced by The Executive by Escape Lounges at Manchester Airport.
Escape lounges also received three out of five stars for several categories, including customer service, peace and quiet, and facilities.
Club Aspire was rated the worst independent lounge, with the lowest customer score in the research at 45%. Feedback cited "embarrassingly cheap food," "aged sandwiches," and long waits for buffet replenishment. Some guests described the lounge as "hot" and "crowded" with disruptive children. A spokesperson for No1 Lounges, which operates Club Aspire, acknowledged the feedback and stated a major redevelopment is planned for completion in 2027, aiming to enhance the guest experience at Heathrow Terminal 5.