Hello John,
Thank you for taking the time to leave us a review. We are sorry to hear a couple of issues you encountered on your holiday. We apologise for the lounge booked at Heathrow, I am not too sure what happened here, however we hope it did not affect your holiday too much (I will let our team know this). Regarding your transfers, we apologise for the delay in the transfer collecting you, you should have been made aware of any delays, so I will make our product team aware of this to see why this was the case to avoid these issues in the future.
Regards,
Kallum