✅ Verified Review
| I never write reviews but this time I could not help myself with a hopeless idea that someone who manages the lounge and its people can take an action to improve the quality. I flew TAP Portugal first time from Boston to Barcelona with a layover in Lisbon. I upgraded to a business class ticket and my experience in my first Boston-Lisbon flight was great. Unfortunately the lounge in Lisbon was a complete turn off for me and I don't think TAP Portugal and Lisbon airport will be my choice next time. After skimming through the comments before mine, it is clear - the food is mediocre, the seats are dirty, overcrowded, people fighting for coffee cups. But the reason I am leaving the review is because of the customer service - People. A woman who was working in the lounge was openly rude to me, I approached her very politely, asking where I can find milk for the cereal, then it just went downhill. After the look she gave me that was worth a thousand words, she told me "There!" pointing in a direction of the counter with cereals where I just came from, then, she told me rolling her eyes: "it is right here, can't you see?" in the most rude manner. It was stream of hot milk barely coming out of a Nespresso machine. I asked her: "Is this a milk for the cereal? Hot? You don't have cold?" after what I was afraid she is going to scream at me, which she thankfully didn't but the nespresso machine spilled milk all around it so she was clearly mad cleaning the mess. I said "Ok thank you" and left the bowl because I am not sure how it is in Portugal but usually people don't eat their cereal with hot milk. As I was walking away she said in a bit higher tone "You are welcome". It is not a customer service of an airport that wants to offer the best (or at least good) quality and experience, she was not "not polite" to me, she was openly rude. And that attitude translates into dirty chairs, not stocked cups, dirty washrooms (disgusting), unhappy reviews and customers choosing another connecting airport. Hire new people, retrain the ones you have but the gap is there and if you want people to come back you have to do something about it. One of the questions is if I would recommend the airline I flew with - yes if you don't have any layover in Lisbon.