Rights under FairFX

jacktajackson95

Hi all, first post for me.

Was just wondering what rights I have - basically we went into the airport lounge at Barcelona last Sunday. I paid on my FairFX travel card €75.50 for 3 of us. Once we got in there there was no food (only a handfull of crisps), it was oversubscribed so had very little seating and also there was a poor choice of drinks. When we went to complain we asked for a full refund and the only thing the staff would say is "No Food". She was particularly rude. There were people walking in without paying and not being challenged at all. Anyway I am trying to get a refund for this and was wondering are there any consumer rights that mean I am covered? Should I be getting onto FairFX? I am already chasing the airport lounge company but so far no reply...


Thanks

cono1717

It all depends on what the airport lounge was advertised as. Did they say food or did they say "meals", crisps are food. Did they say "Extensive selection of drinks" one mans impression of a poor choice of drinks might be different to another.

wealdroam

jacktajackson95 wrote: »

Hi all, first post for me.

Was just wondering what rights I have - basically we went into the airport lounge at Barcelona last Sunday. I paid on my FairFX travel card €75.50 for 3 of us. Once we got in there there was no food (only a handfull of crisps), it was oversubscribed so had very little seating and also there was a poor choice of drinks. When we went to complain we asked for a full refund and the only thing the staff would say is "No Food". She was particularly rude. There were people walking in without paying and not being challenged at all. Anyway I am trying to get a refund for this and was wondering are there any consumer rights that mean I am covered? Should I be getting onto FairFX? I am already chasing the airport lounge company but so far no reply...


Thanks

Is your FairFX card a credit card or a prepaid card?

If it's a prepaid card, then you are unlikely to get any help from FairFX.

Looking at Barcelona Tourist Guide's webpages, here and here, it appears that the VIP lounges at Barcelona Airport terminals T1 and T2 offer:

Terminal_One wrote:

most VIP lounges offer the following:

Free drinks (alcoholic and non-alcoholic)
Free snacks
Free newspapers
Flight information
Individual flights called
Free computer access

Terminal_Two wrote:

Facilities on Offer:

Free drinks (alcoholic and non-alcoholic)
Free food (only snacks such as pastries and biscuits)
2 free computers with internet access in each lounge.

Was the person in the lounge 'particularly rude' or did she perhaps just have difficulty conversing in English?

jacktajackson95

Thanks - €25.50 seems steep. Given snacks were a few crisps and that was it. Her English was fine and like I say there were people just walking in who had not paid and she was not challenging them. FairFX is a prepaid card so this is a no go then. Appreciated.

wealdroam

jacktajackson95 wrote: »

€25.50 seems steep.

Yes it does seem a bit much, but that is the published price (see links in earlier post) and you chose to pay it.

dj1471

Lounges do vary wildly in quality, I always check reviews before using one (try the LoungeBuddy app).

Your best bet is to complain in writing to the lounge operator, but I wouldn't expect a positive response.

bris

You pay for the privilege of keeping away from the rif raf normal passengers not the crisps, you know like the people who want to feel important with their own little exclusive club.


Were you expecting a banquet?

jacktajackson95

Having been to numerous other lounges I know what to expect. I could almost deal with the lack of food however what I couldnt deal with was very rude staff and people walking in not paying. Its nothing to do with feeling important at all.

hollydays

I've only done airport lounges a couple of times when there was a very good offer on ( found on mse) We did it because it was a very frantic airport . The snacks were crisps, nuts ,biscuits ? as I remember . We did get some peace and quiet, newspapers, tea , coffee, there was alcohol on offer but I can't remember what, but what type of drinks were you expecting?

dj1471

The "people not paying" may simply have paid earlier and gone for a walk / to a shop / to the toilet etc., this is quite common.

Even if people were using the lounge without payment that doesn't somehow entitle you to do so.

Poppie68

The "people not paying" are most probably Priority Pass holders and free entry of a Lounge is one of the extras of a premium flight ticket.