Frequently Asked Questions

Our lounges are located after security in the departure area and are available to all checked-in departing passengers. It doesn't matter which airline or class of ticket you've got, you're welcome to use No1.

If you've got a lounge access membership or dining card, please to see which cards are accepted click here

As ever, No1 Lounges are a peaceful sanctuary away from the busy airport terminal crowds and we have worked hard to maintain this experience for our guests whilst developing COVID safe measures in our lounges. To keep you and our team safe whilst in the lounge we have enhanced our already high standards of cleanliness even further, we will be operating a contactless reception and have installed hand sanitising stations throughout the lounge. Food will be served via table service, with minimal buffet and self-service options available. We are serving a new, high-quality, simplified menu of hot and cold food, which reduces interaction and minimises contact between our teams and guests. No1 Lounge staff will continue to wear face coverings and they encourage you to do so too. Please be mindful of any guidance issued by the airport you are travelling from.

You can arrive three hours prior to your flight time. You can also buy extra hours in advance or while you're in the lounge - if your flight's delayed and you want to stay longer for example.

When you book online, we automatically calculate the time you can enter (three hours prior to your flight time). You can leave the lounge and return any time during your stay, but must keep your luggage with you at all times.

Your lounge entry includes a selection of dining and drink options. Please note, the food offering will vary at each lounge - refer to the individual lounge page for more details.

All lounges offer unlimited WiFi, national newspapers and glossy magazines.

Yes, we have a dress code in place to ensure a premium lounge experience for all our guests. It differs slightly by lounge brand:

No1 Lounge, Clubrooms & The House guests

We ask all of our guests to wear smart-casual clothing. We reserve the right to refuse admission to anyone wearing clothing which we deem to be unsuitable. This may include themed or fancy dress outfits, clothes with slogans that may cause offense, replica sports kits, clothing that exposes midriffs or upper thighs, or bare shoulders on men. We also ask that guests do not wear tracksuits while in the lounge – we appreciate that people like to travel comfortably and so welcome guests to change when departing the lounge.

My Lounge guests

We ask all of our guests to wear smart-casual clothing. We reserve the right to refuse admission to anyone wearing clothing which we deem to be unsuitable. This may include themed or fancy-dress outfits, replica sports kits, clothes with slogans that may cause offense, clothing that exposes midriffs or upper thighs, or bare shoulders on men. We reserve the right to refuse admission to anyone wearing clothing which we deem to be unsuitable.

We do accept groups into all lounges in the No1 collection, however please be mindful of the rules around group bookings: If you are travelling as a group and would therefore like to be seated together in the lounge, please book as a group. Note that we accept bookings on our website for a maximum of 8 people. Any groups of 9 or more must contact our Guest Relations team on 0203 283 8449 to to enquire about availability.

Please be advised that any self-assembled groups will not be seated together. In order to ensure a premium lounge experience for all guests, we do ask that large groups are both respectful of those guests around them, and mindful of keeping noise to a reasonable level.

We have guest shower facilities in the following lounges: No1 Lounge at Heathrow Terminal 3, My Lounge at Brisbane and The House at Sydney and Melbourne.

Showers can be booked with our reception team, who will allocate you a 30-minute slot. Showers are free of charge to lounge guests. For guests travelling on a lounge access scheme there is an addition charge of £10 /$20. Non-lounge guests are also welcome to use the shower facilities at a cost of £15/$30.

If you're transferring through Heathrow and would like to use the lounge, follow the signs for flight connections when you land. If you don't land in T3 you'll need to get the free airport terminal transfer bus and follow the signs for T3. Transferring between terminals can take up to 90 minutes, so we would recommend only using our lounge if you are departing from Terminal 3, please note we cannot refund your booking if you do not arrive at the lounge on the day of your booking.

Yes, all our lounges have flight information screen, however we do not make flight announcements, please make sure you check these, as it is your responsibility to catch your flight.

All No1 Lounges are wheelchair accessible.

We take the safety of our guests very seriously and will do our best to cater for guests with food allergies, with due process in place to support this.

We do ask that guests with allergies make themselves known to staff, so that we can provide them with accurate allergen information for our menu that day and put in place the correct precautions

Yes, My Lounge at Gatwick’s South Terminal has an outdoor terrace where smoking is permitted in a designated area of the terrace.

There is a no smoking policy in all other No1 lounges, spa and bedrooms. Anyone caught smoking may be requested to pay a fine by the airport.

Any lost property found in the lounges will be handed to the Airport's lost property department. Please contact the relevant airport's lost & found department directly for assistance.

We understand that you might have to cancel your flight or change your travel plans for reasons out of your control. In this instance we can offer you the chance to re-book your No1 visit within a year. To arrange this, please call +44 (0) 0203 283 8449 or email Enquiries@No1Lounges.com with your booking reference number. As per our terms, lounge bookings are non-refundable.