Dear Mr Turner

Congratulations on the new No.1 Lounge at London Heathrow. It certainly looks like a great facility. However, I would ask that the policy of who is granted access is clear to both your colleagues and your customers to avoid any misunderstandings in the lounge and to improve customer service. This follows your colleagues at check-in and the lounge giving different advice and causing embarrassment when I went there.

I was travelling to Manchester on the first morning flight today and your colleague who checked me in at Heathrow premium check in enthused me to try the lounge as it had just opened, looking excited from the photographs he had seen. He nicely joked that I need to make sure I still got my flight because it was so good, I might lose myself in the facilities.

Spurred on by this, the welcoming smiles that greeted me ceased when I offered my ticket and Diamond Club Gold card. I was told I was not able to come in and should go to the lounge at Gate 2. I explained about the check-in desk conversation and that it would be nice to see the lounge. They initally offered a quick look but I would then have to go. When I explained the misunderstanding again, a discussion ensued between the colleagues about BMI lounge access policy, but they were unmoving. I was not pleased with this and suggested that the check-in colleagues should be better informed to avoid embarrasment.

It was only at this point that the Customer Services Manager stepped in and offered for me to stay for coffee. The lounge was not busy – only 5 customers being in there at the time.

I am a big advocate of BMI and as such, I am keen that customers see much better service. May I suggest that to improve the policy is clearer to all colleagues and customers? After discussing with friends already, the interpretation of the words, “travelling to an international destination (excluding Dublin) on a Business Class ticket or as a Diamond Club Gold or Silver member”, by your colleagues and other customers is that Diamond Club Gold card holders may enter the lounge whether on an international ticket or not.

In addition, in my career in service industries, when a new product is launched, it is often better to be generous with the guidelines to engender a positive attitude to the brand. “Give with generosity,” is one thing I advocated in a previous campaign which meant customers got a pleasant surprise, especially at quieter times. You may want to consider this to get customers to see the great facilities, which I am sure would generate brand awareness and stimulate sales; a “me too” attitude and word-of-mouth is often better than any advertising campaign.

Other than the service being poor, the facilities look very good; reminded me of Air New Zealand's Auckland Kia Ora lounge, which I consider world class. It did not seem that you offered free WiFi, which more often than not is available in other lounges abroad, but I had to leave before I could check this out fully.

I hope the above notes and experience is helpful. For my own knowledge, it would be helpful to clarify the policy.

Yours sincerely

xx