What’s the point in getting a credit card specifically for the lounge access when all the lounges on lounge key are used for airline business class (when they don’t have their own) or they make you pa... See more
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See what reviewers are saying
I understand that a booking fee is part of the process, but the lack of transparency around LoungeKey’s charges is extremely disappointing. The app states that a fee applies, but it does not make... See more
Company replied
I’m a Platinum frequent flier with Etihad so have access to their business and first class lounges. I subscribed to HSBC (UK) World Elite credit card for the benefit of ‘Lounge Key’ for the trips I... See more
Company replied
Very strong marketing by many credit card companies to offer what seems as exclusivity to lounges for its card holders who pay annual fees. It's so incredibly bad. Some lounges are depressingly laid o... See more
Company replied
Company details
Information provided by various external sources
Worldwide airport lounge access
Contact info
United Kingdom
- loungekey.com
1.4
Bad
241 reviews
Replied to 80% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The worst service provider
The worst service provider, my card never gets accepted at airport lounges. Despite numerous complaints over couple of instances, they ask you to contact their international service numbers. Why would one spend money calling international? Then they call you back without prior notice which gets missed. Once at a long layover, I decided to try again and on failure , called from airport, i was asked to re-register and still dint work. This is the last thing you want to do while on a travel. Dont trust them anymore!
4 December 2024
Unprompted review
Reply from LoungeKey
Hi Femy, thank you for your review. We’re sorry to hear about your experience with our service, particularly regarding the acceptance of your card during your travels. We appreciate your feedback on the communication challenges and call-back process. To help resolve this issue, could you please respond to our direct message? A dedicated customer support consultant will call you for further help. Regards, Lounge Key
Website is barely functional and…
Website is barely functional and customer service doesn't exist. Outrageous that this is what HSBC provides to premier account holders.
8 December 2024
Unprompted review
Reply from LoungeKey
Hi W, thank you for your review. We would like to help you with this. We're sorry to hear about your experience with the website and customer service—it’s not the level of service we aim to provide. Could you please respond to our direct message? We will arrange for one of our consultants to get in touch with you to assist you with resolving your query. Regards, LoungeKey
Tries to register at Loungekey.com...
Tries to register at Loungekey.com my credit card. Either the desktop or the mobile application, both reported an unidentified captcha error. the captcha checkbox is meant to bring up a verification question/puzzle to verify that u are human but it is not, and as a result it will not allow me to proceed. Cleared history and cookies, changed browser, nothing .. i even thought to check for scam as to me it looked very fishy approach to collect your CC data .. then i landed on the trustpilot site and .. ohh my so many negative reviews on the service that im not anymore interested even to register...
7 December 2024
Unprompted review
Reply from LoungeKey
Hi Corrado, thank you for reaching out. We're sorry to hear about your experience when trying to register for LoungeKey. We would like to help address your query. Could you please reply to our direct message with your details? We'll arrange for one of our consultants to get in touch with you and assist in resolving this matter as quickly as possible. Regards, LoungeKey
Never use this company
Never use this company. It is very unreliable looking into using Amex now. Opened a dispute and was completely ignored. My complaint was invalidated too.
6 November 2024
Unprompted review
Reply from LoungeKey
Hi Krystel, thank you for your review and feedback. We're sorry to hear about your experience. We take feedback like this seriously, and we'd love to make things right. Could you please reply to our direct message with your details? We'll arrange for one of our consultants to get in touch with you and assist in resolving this matter as quickly as possible. Regards, LoungeKey
Not able to access any lounge as my…
Another edit. The saga continues!! This company must have the most useless service I have experienced in a long time. No advice given actually work when you eventually get a response it not working!! Advices followed, account deleted and reinstated and yet again not working no access to lounge ( yes aware it’s a third world problem) but if you pay for something you can’t use again and again and no it’s seems to care it’s frustrating. Sort your issues!! Can’t wait for yet another someone will contact you email. Yay
Edit: Being ignored again for 2 weeks after finally getting a response after posting this message. This company does not care about customers clearly!
Not able to access any lounge as my card was changed since setting up my account. The gatwick team was incredibly unhelpful solving the issue and clearly did not want to be there. After returning from holiday spending hours on the phone to no avail. Then emails are seemingly being ignored for the last months and yet I am on holiday in November I have no faith this will be resolved before then. I would stay clear of this company as they clearly do not value customers!
Edit: To ask me to send you a message without providing details is not helpful either - no direct message received - sums it up really
21 July 2024
Unprompted review
Reply from LoungeKey
Hi Lucy, thank you for the review. Our goal is to make your journey with us as smooth and convenient as possible. We are sorry to hear that you were not able to access lounges and about your experience when trying to solve the issue via phone and email. We understand that having access to airport lounges is a valuable benefit for all our members, and making sure that you have a positive experience is our priority. We would like to help address your concerns, could you please respond to our direct message with the necessary information and we will arrange for a consultant to get in touch with you. Regards, Lounge Key
UPDATE: Hi again! Thank you for confirming your details. A consultant will be in touch. Regards. LoungeKey
UPDATE: Hi Lucy, thank you for reaching out to us. We strive to deliver a great and seamless experience for all of our members. We've followed up with the team, and a consultant will be in touch with you shortly. Regards, LoungeKey
Unable to access the lounges
It is becoming very common that I cannot access a lounge because the lounge does not want to accept Lounge Key clients. Sometimes the lounge is completely empty or not crowded at all, but they simply do not allow the MasterCard Black clients to go in.
I've had this experience in places like Chicago O'Hare, Schiphol Amsterdam (a couple times already), Dubai Airport, São Paulo Guarulhos, to name a few.
At Schiphol Airport, you can easily wait for almost 2 hours to be able to access the lounge. I mean, this is not the kind of experience that you are looking for using a MasterCard Black.
I understand that the place decides how many seats are reserved for credit card clients, but in cases like O'Hare and Schiphol, I would expect that the Lounge Key would take some measure, like to make a deal with another lounge in that airport, to give a better experience for the client.
If you take the time to read the Google Reviews from the lounges, you will see that the rating is almost always less than 3 stars.
28 September 2024
Unprompted review
Reply from LoungeKey
Hello Vinicius, thank you for taking the time to share your review. We value your insights regarding our lounge access service, which is indeed a key benefit for our members. We are sorry for not being able to access lounges, even when they appear to be empty or not too crowded, particularly at busy airports like Chicago O'Hare and Schiphol Amsterdam. The demand for lounge access has surged as travel resumes, resulting in increased traffic at these facilities. It's important to note that lounges often reach full capacity because they serve multiple access programs, including our members. This means that while a lounge may look spacious, there are guidelines in place that require them to reserve a certain number of spots for various access providers to ensure fair availability. Therefore, they must keep these reserved spaces open for the duration of existing bookings. Moreover, we can confirm that LoungeKey members do have entry to the lounge on a daily basis. But, specific lounges, like the Swissport Lounge, have certain restrictions in place, which may limit entry during peak hours from 07:00 to 21:00. This information is outlined on our website, where we provide details about each lounge's policies. We also want to assure you that we are actively exploring opportunities to forge new partnerships to expand lounge access options for our members. We recognize the importance of this amenity and are committed to enhancing your travel experience. Please keep an eye on our website https://www.loungekey.com/ for any updates regarding new partnerships and developments. Best regards, LoungeKey
Waste of money
I bought vouchers for LoungeKey via another company. Should have done my research. Unable to reserve at Newcastle airport so was unable to be admitted to the lounge. Total waste of money. To make matters worse, I accidentally paid extra money to LoungeKey who have not reimbursed me, despite numerous phone calls and emails. Do not buy. Update: LoungeKey have replied twice to say they'd contact me but haven't yet (18.10.24)
27 September 2024
Unprompted review
Reply from LoungeKey
Hello Amanda, thank you for taking the time to leave a review and provide feedback. We're sorry to hear that you were unable to secure a reservation at Newcastle Airport and were not granted access to the lounge. Occasionally, lounges impose restrictions due to capacity limitations. Since they cater to multiple lounge access programs, they must ensure fair allocation of space. Please respond to our direct message with the necessary information so we can further investigate the extra payment you made and initiate the reimbursement process. Regards, Lounge Key
UPDATE: Thank you for providing your details. A consultant will be in touch with you. Regards, LoungeKey
UPDATE: Hello Amanda, we're sorry to hear that no one has contacted you regarding your inquiry. We've followed up with the team, and a consultant will be in touch with you shortly. Regards, LoungeKey
Got charged for a visit
Got charged for a visit. App had trouble to update my card, where I had 2 more visits and at the lounge at the airport I was told that to present a card will be enough. Addressed the charge and all details to my bank and it's already been over a year that they going back and forth with this charge even with a proof of charges for my husband. Bank cannot talk to lounge visa anymore. No results. So you paying for premium accounts, getting a visits, but looks like on the paper only.
26 September 2023
Unprompted review
Reply from LoungeKey
Hi Anastasiia, thank you for reaching out. We're sorry to hear about the trouble you experienced with the charge. We would be more than happy to look into this for you. We've submitted a request with some information from you, and we're looking forward to your response. Regards, Lounge Key
UPDATE: Thank you for providing your details. A consultant will be in touch with you. Regards, LoungeKey
I feel cheated
At the end of August 2024 I visited the lounge in Enfidha Hammamet with my daughter. Yesterday I was charged and paid from my bank account without my consent 32 USD per extra person (me + 2 guests instead of 1+1 guest) I feel cheated!
31 August 2024
Unprompted review
Reply from LoungeKey
Hi Danca, thank you for your review and feedback. We're sorry about the unexpected $32 charge. Please know that we take such matters seriously. We’d like to investigate this further and resolve it for you. Could you please reply to our DM with the required details so we can arrange for one of your consultants to call you? Regards, Lounge Key
Shockingly poor experience
Shockingly poor experience. I'd like to give them less than 1 star if I could.
Simply tried to find out the "Additional fee" they mentioned on their website to access a lounge - they waited a week and then sent an email telling me to get in touch via phone.
Took an hour's call speaking to two different people They tried every which way to fob me off and make it my problem - even told me to call the lounge directly (but didn't give a number and it's not publicly available)
After an hour on the phone with LoungeKey and speaking to anonymous people who were only allowed to give their forenames - because there was some confusion of what was "the law" and what was "company policy" - finally found it it was company policy not to give any more than a first name - despite that not being enough to identify the individual
- yet they needed to know my name, surname, membership number, email address and city of birth before they could escalate my query to a manager.
Eventually, the alleged manager I was escalated to gave me a figure verbally - told me they can't give it out in case it changes - I pointed out that they gave it out verbally and it could still change just as much as if it was written on the website, or if they'd replied the first time via the first email - or of the first person had told me.
So I have no confidence in the figure given, nor of the anonymous people I've been dealing with who required all my personal details in order to just give me the price.
They have no complaints procedure and said that it "may" get passed to management - although I doubt it very much because I didn't also give them my first pet's name, mother's maiden name, sort code, account number and pin number!
Having sent an email to complain I got a response back about charges related to my account on entering a lounge - which I haven't had - and is not even related to what I complained about - but that's a massive red flag, suggesting that in itself is such a common problem that their automated responses assume that's always the issue.
Judging by the other reviews here, I can see that I'm not alone in finding a terribly poor customer service experience.
Probably a company to steer well clear of and not one to be handing your personal details over to unless you're happy with anonymous stranger in another country saying that they're need to know the city of your birth in order to escalate your call.
22 September 2024
Unprompted review
Reply from LoungeKey
Hello Nick, thank you for taking the time to share your review with us. We are sorry to learn about the poor experience you had with our customer service. Please know that this falls short of the high standards we set for ourselves. We have some context regarding why our team requested specific information from you. Our top priority is to safeguard your personal data and ensure compliance with data protection regulations. Therefore, the request for information was made in an effort to uphold these standards and protect your privacy. Best regards, LoungeKey
Marhaba terminal 3 concours C
Marhaba terminal 3 concours C
It was amazing cause of the uniques and professional hospitality especially an employee his name is durairaj
16 September 2024
Unprompted review
Reply from LoungeKey
Thank you so much for your wonderful feedback, Sherif! We're thrilled to hear that you had an amazing experience at Marhaba Terminal 3. It's fantastic to know that our unique and professional hospitality made a positive impact on your visit. Thank you so much for your wonderful feedback! We're thrilled to hear that you had an amazing experience at Marhaba Terminal 3. It's fantastic to know that our unique and professional hospitality made a positive impact on your visit. Hope to see you again, soon! Lounge Key
Waited 50 days for a response + serious breach of security
I had trouble accessing my account and email connected to the LoungeKey account. I contacted customer service and gave them my phone number and another email saying that I can identify myself by the answer to my security question.
First of all, the website claims a response time of 48 hours. I had been waiting for over 1200 hours (50 days!) when I got my response. This is completely unacceptable.
Secondly, they reply with the ANSWER to my security question. This is a serious breach of security! LoungeKey need to urgently review and improve the routines for handling sensitive information.
The shoddy customer service and security lapses I've experienced have left me thoroughly disappointed.
15 September 2024
Unprompted review
Reply from LoungeKey
Hio Rbecka, thank you for you review and feedback. We deeply apologize for the extended delay in our response and for the serious security lapse you experienced. Your concerns are completely valid, and we understand how frustrating and alarming this situation has been. We are currently reviewing our processes to ensure that such issues are addressed more promptly and securely in the future. Your feedback is invaluable in helping us improve our customer service and safeguard your sensitive information. Regards, Lounge Key
Useless service!
Useless service.
I tried the enter the lounge in Heathrow Airport T4 (2 lounges) and each one is pushing us to the other by saying that they accept only two airlines at the moment (my airline is not one of them).
If you're not capable of giving the service don't offer it.
15 August 2024
Unprompted review
Reply from LoungeKey
Hi Omar, thank you for your review. Providing a seamless journey for all our members is our aim. We are sorry to hear about your experience at the 2 lounges in T4 Heathrow airport. With lounge access growing some lounges have temporary restrictions to prevent overcrowding. Access to lounges depends on space availability at the time of a visit. Our team is always working on adding new lounges and experiences to increase access for our members. Your feedback is important to us as it helps to improve our services. Regards, LoungeKey
Absolute amateurs
Absolute amateurs, no idea if this really is a legit company. I used them for access 2 times to a lounge that is free for my Visa Gold card. The first time all was OK and then the second time I was charged 60 euro for it. I contacted them to ask why this happened and they said they can not find a record of me having and account with them???? (I was littelraly writing to them from the mail that is linked with the account) So I provided them with all the details they wanted (account, name, username, card details) and they just ghosted me. I tried sending them 3 mails after that and literally have had no answer from them for 18 days. Not really that crossed with the 60 Euro but with the grotesque way they handle customer complaints....
18 June 2024
Unprompted review
Reply from LoungeKey
Hi Alex, thank you for taking the time to leave a review and provide us with your feedback. We're sorry to hear that you were charged unexpectedly and that when you contacted us to inquire about the charge, you were told that we had no record of you having an account with us. Please respond to our direct message with the required details so we can investigate this matter further. Regards, LoungeKey
UPDATE: Thank you for providing your details. A consultant will be in touch with you. Regards, LoungeKey
Hit and miss.
Hit and miss.
Tried to access the lounge at Melbourne International Florida and was advised they don't accept lounge key. Left pretty frustrated as the app indicates they do.
6 July 2024
Unprompted review
Reply from LoungeKey
Hi Tony, thank you for getting in touch. We're sorry to hear that when you tried to access the lounge at Melbourne International Florida you were advised they don't accept Lounge Key. We value your feedback, and we will make sure to pass it along to the team. Regards, LoungeKey
Poor service
Poor service. Not able to use it when needed.
denied access to the lounge at plaza premium service in terminal 4 at Heathrow airport as was told we are too busy today
Kazan ( that’s what she said her name was it out badge)who was at the entrance was rude and refused to help
Poor service
What is the benefit of this if we can’t use it when needed
Do this company care??!!!
6 July 2024
Unprompted review
Reply from LoungeKey
Hello Saf, thank you for taking the time to leave us feedback. We're sorry to hear that you were denied access to the Plaza Premium Lounge in Terminal 4 at Heathrow Airport because it was busy. Lounge access depends on the available space at the time of your visit. So, if the lounge is busy, the staff will need to deny access or try to manage all guests to ensure fair access for everyone. We value your feedback and will be sure to pass it along to the team for necessary improvements to be made. Regards, Lounge Key
£48 for “free” lounge access
Went to the lounge at Heathrow today and was told it was £24 for my guest. The Qr code didn’t work so I registered online and was told it’d then be £48 for the two of us. Absolute con, not worth paying for
25 June 2024
Unprompted review
Reply from LoungeKey
Hi there, thank you for taking the time to share your review. We're sorry to hear that you experienced trouble entering the lounge. We'd be more than happy to investigate this further for you. To do so, we'll need some additional information from you. Once we receive your details, we'll be able to look into this matter and get back to you. Thanks again for your feedback, and we appreciate your patience. Regards, Lounge Key
UPDATE: Thank you for providing your details. A consultant will be in touch with you. Regards, LoungeKey.
Lounge Key at Schiphol - Don't bother
Tried to use my Lounge Key at Schiphol Airport, Netherlands on a Sunday morning. 1) signage to lounge was non-existent and had to go on a long walk and another lounge to find the right location 2) Greeted by unfriendly / aggressive women asking where we were going who then told us the lounge was full and we had to scan a QR code to join a "virtual" queue numbering 110 people at the time we arrived (why ask where we are going?) 3) Was told lounge was at capacity but watched people go in at a greater rate than those coming out and didn't seem full. 4) No greeting, no friendly welcome or help beyond "wait in the line". We left and 1 hour later the virtual line was still at over 100+. Waste of time and very poor experience. Don't bother.
23 June 2024
Unprompted review
Reply from LoungeKey
Hi there, thank you for sharing your experience with us. We always aim to provide the best experiences for our members, and we'd love to have this issue addressed on your behalf. We're sorry to hear that your experience at Schiphol Airport's Lounge was a letdown. We've raised a request to gather more information to further investigate this issue. Once we have your details, we'll be more than happy to discuss this further and ensure that your concerns are raised with our lounge partner to improve our services overall. Regards, Lounge Key
Lounge 41
Schiphol Lounge 41: dirty bathrooms, no showers although this is stated in the adverts. Mediocre food. Loooong wait to get in. Tables not cleared or cleaned regularly. Disappointing and not worth the money. Nowhere to wash ones face and brush your teeth after a long flight. The front of house staff were lovely though.
13 June 2024
Unprompted review
Reply from LoungeKey
Hi Kim, thank you for sharing your feedback about your recent experience at Schiphol Lounge 41. We're so glad to hear that our front of house staff were lovely and provided great service - they truly are a highlight of our lounge! We're sorry to hear that we fell short of our usual high standard in other areas, such as the cleanliness of the lounge, the food, and the bathrooms and shower facilities. We appreciate you bringing these issues to our attention and we're taking them seriously. We'll work on improving these areas to provide a better experience for our guests. Thank you for helping us to improve. Regards, Lounge Key
Arrogant Customer Service
Customer service are quite impressive with their arrogance.
10 June 2024
Unprompted review
Reply from LoungeKey
Thanks for the feedback, Craig. We're sorry to hear you feel this way and we'd like to reach out to you to better understand your experience. Please reply to our request with your details so that we can reach out to you. Regards, The Lounge Key Team
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