A work colleague of mine flew on the 193 to Dallas on Thursday morning and turned up early after a night shift to ensure she got an Elemis spa treatment. Flying in Club World, she'd never flown from T5 before. I advised her to find out at check-in where her flight was departing from. It was B gates so she headed over to the galleries lounge to make an appt at the spa there, due to the relative quietness compared to the spa in the main terminal. The dragon on the desk told her it didn't exist: "sorry madam there is no Elemis spa in this lounge, you may want to walk back to the main terminal where the spa is located."

Once arriving back at the main terminal she was told they were fully booked, but they could book her into the B gates spa. Stunned, she gratefully accepted the offer. The staff couldn't understand why she'd been told there wasn't one. But then, oh no! Sorry madam the last appt has just been booked! Not a great start to her trip…