Review : Lufthansa Business & Senator Lounge – London Heathrow

Still within the framework of a leisure weekend in London, I also return by Lufthansa in Business Class, as on the outward journey and after an excellent stay at Bankside.

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Subway exit to terminals 2 and 3
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Pathway to Terminal 2

Check-in

Lufthansa and its partners use Terminal 2, known as Queens Terminal, as do all Star Alliance airlines.

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Check-in is easy, specific to Business Class passengers. I am quickly taken care of, the two boarding passes are given to me, and my luggage is checked to Paris.

Security and immigration

Like all Star Alliance priority passengers, I am heading to the Gold track, the priority security line.

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After passing through security, I enter this terminal, the most modern at LHR, which has very airy spaces.

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To the right, just past security, is the lounge I’m about to visit, accessible to all passengers with Gold status.

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Reception and Design

The welcome is charming, and I enter the lounge. First of all, I am amazed by the space available, very large for an end of line lounge. I assume this is because it admits all the alliance’s loyal passengers departing from that terminal.

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Nice reception area, at the entrance of the lounge
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Diversity of spaces in the Business lounge
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Perfect armchairs for lounging

Inside the Business lounge is a little door to the Senator lounge. This lounge is available to First and Star Gold passengers.

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The spaces are diverse, mixing rest, work, and catering.

Both the Senator lounge and the Business lounge have nice buffets, both hot and cold, and a separate dessert buffet next to the cofee station.

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Soft drink machines… And beer.
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Traditional coffee machine for a lounge
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Second coffee area near the dessert buffet
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Cold buffet
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Two choices of soups
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Cantonese rice… It lacks protein
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Chinese Mixture
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Excellent Mac & Cheese

Services

The lounge has computers and printers, as well as restrooms and showers. The toilets I visited were very clean, which is the most important thing.

Irregularity management

To close this weekend, a surprise arrives on my cell phone: my London-Frankfurt flight is cancelled. I receive a text message notifying me of the cancellation, as well as a series of notifications and emails.

No solution seems to be proposed to me in these first interactions, and I decide to call the reservation center: the person takes a lot of time to understand my situation, asks me if I am already at the airport, while I tell him from the start that I already have a checked baggage that I am in the lounge.

Unable to help me, he directs me to the ground staff to manage the booking change.

So I head towards the entrance of the lounge, where the two agents present are already very busy. I walk over to one of them and when she sees my Business boarding pass, she stops serving the other customer and starts handling my problem.

The following flights to Frankfurt, Munich or Zurich are all full. Proactively, she looks directly at other airlines, in this case Air France and British Airways. In France, all flights are full in Business. On the other hand, on British Airways, she finds me a seat on the last flight of the day: what a talent!

She also tells me that my luggage will be automatically transferred to British Airways, but knowing the world of luggage, I have little hope that my luggage will arrive on the conveyor belt.

So I head towards the exit of the lounge, then towards the Heathrow connecting circuit to leave for terminal 5.

Bottom line

A nice experience, but shortened because of the irregularity. Ineffective phone service, but lovely lounge staff who handled the situation masterfully.

Olivier Delestre-Levai
Olivier Delestre-Levai
Olivier has been into airline blogging since 2010. First a major contributor to the FlyerTalk forum, he created the FlyerPlan website in July 2012, and writes articles with a major echo among airline specialists. He now co-runs the TravelGuys blog with Bertrand, focusing on travel experience and loyalty programs.
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