Booked an airport lounge for on the way back from Crete. It was meant to be meet at the airport escorted through check in and security and taken to the lounge. I showed the TUI desk and they just told me the lounge was in B11 which was the gate I was flying from. No escort through or anything. Went through passport control to the lounge and it was closed. No sign on alternative lounge all doors locked. Went to the business loungers on the upper floor told we couldn’t use that one advised to go back through passport control and try another lounge but with two children 2 year old and newborn it wasn’t an option. Now the company won’t refund my money until they have confirmed it was closed and it has been over a week. I’m appalled at the service £116 for nothing and now won’t refund. Avoid company!
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