We used the Plaza Premium lounge at Heathrow Terminal 5 in the early afternoon. It was extremely crowded. We had to stand for 15 minutes to get a seat. There were standing customers throughout our stay, so much so it was difficult to move around the lounge at times. It was more chaotic in the lounge than in the terminal outside. The lounge resembled a hospital accident and emergency department, on a bad day. Every member of staff disinterested.Hot food was tasteless. The chicken dish was made of chicken chunks in a thick 'sauce' and resembled cat food. Pizza like cardboard. Poor selection of deserts and cheese. Some dishes not promptly replenished when they ran out.Slow bar service. Only one member of staff most of the time in spite of the crowd.The impression is that the lounge management just want to take customers money and cram as many as possible in, with no concern for the quality of their experience.We complained to Plaza Premium. They apologised but consistently offered no other redress. They claimed the lounge was offering the full range of services, as if overcrowding, slow service and inedible food represents a 'full range' of lounge service. They also stated that as we were told the lounge was busy when we arrived, Plaza Premium were not to blame for our poor experience. They take neither responsibility or accountability for this terrible lounge.
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