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
Company replied
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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
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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.
Totally pointless benefit.
Completely pointless benefit without the ability to prebook. I've been turned away in London, Bristol, Glasgow and Edinburgh.
12 March 2023
Unprompted review
Reply from LoungeKey
Sorry to hear you feel this way about the benefit, Mr C. We have an arrangement with the No1 Lounges, and the reservation fee is an additional charge, which secures a place for you in the lounge. Please see more details here: https://no1lounges.com/. If you're looking to book other lounges, please contact them directly on their website. Please know we're looking for more options to increase access, and in the meantime, I've shared your comments with our team. Sincerely, The LoungeKey Team
Absolute worthless service
Absolute worthless service. If your credit card provider or your Bank offer you Loungekey as an addon service please tell them to get their act together. This is close to be a scam. Lounges in the airport are always crowded, poor service, less facilities and the worst thing is the app that is almost impossible to access because they update it frequently with always new logon requirements.
11 March 2023
Unprompted review
Reply from LoungeKey
Hi Ulrik, we're sorry that our lounges have been overcrowded lately, as we have been seeing a rise in the number of visitors. We can assure you that we are adding more lounges to our program. We'll send you a message shortly. Please reply with your full name, email address, and telephone number, and we'll assign a consultant to call you regarding your app. Many thanks, LoungeKey. UPDATE: Thank you, Ulrik. Our team will be in touch. Regards, The LoungeKey Team
Terrible service always full
Terrible service always full, can’t use the app to book, wants to update my account but uk not listed in their countries so cannot complete account.
Always, always a problem with this company.
8 March 2023
Unprompted review
Reply from LoungeKey
Hi Martyn, thank you for leaving a review. We're sorry to hear you've had so much trouble since getting the benefit. I assure you, we're working hard to add more lounges to the programme to increase access for our members. So, stay tuned for updates. Pre-booking is not an option, as LoungeKey is an on-demand service. But, to make it easier for our members, the No.1 Lounges have agreed to add this option for an additional cost of £6. For more information, please visit https://no1lounges.com/reservations. We'd like to assist in updating your account, please reach out to the team using any of the contact details on our website (https://loungekey.com/en/contact-us) or mobile app and the team would be happy to help. Many thanks, LoungeKey
Terrible Customer Service
WOW they do not tell you at the lounge that you are charged $32 USD per guest. That price is actually good for what you get but given our flight was boarding within the hour, I would not have used the services. Should have checked the reviews here first but did not think for a moment it would be this bad.
27 January 2023
Unprompted review
Reply from LoungeKey
Sorry that your entitlement wasn't explained to you, Stephen. Your benefit is issued by your bank, and they'd need to let you know what your charges are for yourself or your guests. Please share your details with us via my direct message, so I can arrange for a consultant to give you a call. Thanks, LoungeKey Team
UPDATE: Thanks for sharing your details Stephen. I've done a search with your email address and can see that our team has confirmed your entitlement on Wednesday 1st March 2023. If you have any further questions, please don't hesitate to reach out to the team on +44 (0) 208 865 0767 or by emailing info@loungekey.com. Best regards, The LoungeKey Team
Useless refused entry 9 times out of 10. Useless without the ability to pre-book.
The last 9 times I’ve tried to use my LoungeKey pass at Manchester weather that be in any terminal, I’ve been turned away because the lounges were full of people who were able to pre-book. On the past 10 occasions I’ve been able to access once at Manchester. I’m so fed up with the embarrassment of being turned away. Little to no point in having this benefit without being able to prebook. Anywhere else in the world from Spain as far as Thailand I never have an issue. Manchester is on another level. Every time I’m turned away I can blatantly see empty seating with no pre-booked reservations as is always the case when a table and seats are pre-booked. It feels like the desk hostess has 100% decision making on whether to grant you entry or not as is mostly the case. I’ve even tested this theory with my mother. Allowed her to approach for entry moments after I was turned away and you guessed it…. She was granted entry. Please explain ?
22 February 2023
Unprompted review
Reply from LoungeKey
Hi Christian, thank you for your review. We're really sorry to hear about your experience. Lounges offer access to a lot of travelers. As a result, they will need to manage the amount of space inside to make sure that each traveler is has entered; this means that they have to turn away some travelers when the lounge is fully occupied including and only accept those who have pre-booked the space. As a result, some travelers, including LoungeKey members, might have to wait or be turned away. Regards, The LoungeKey Team
Save your money
My opinion is that a loungekey pass is worthless, at least in my experience. We were turned away from what looked to me like an empty Aspire Lounge in Bristol Airport. Do NOT rely on these passes if you want a stress free journey, and I would ask Loungekey staff to not bother with your cut and paste response, thank you, just make it clearer in your marketing that entry to lounges is not guaranteed (I would say not likely) based on my experience.
24 February 2023
Unprompted review
Reply from LoungeKey
This is upsetting, John. I'm sorry you feel this was about the service. As the Aspire lounge is the only option available to customers at this airport, there'll be peak times. So although the lounge looks empty, it's most likely expecting pre-booked guests. Your feedback helps us understand the demand and will be shared with the team. Please stay tuned for updates on our website: https://www.loungekey.com/mcworld. Regards, The LoungeKey Team
All loungekey cards rejected at…
All loungekey cards rejected at Heathrow T3 Aspire and No 1 lounges today because of software fault. No backup way of gaining entry so had to go to Cafe Nero and pay. Not satisfactory.
22 February 2023
Unprompted review
Reply from LoungeKey
Hello Ian, thank you for your review. We're really sorry about this, we will definitely take this up with the lounge and find out would could be the problem. Regards, The Priority Pass Team
Charged for bringing a guest even though I visited alone
Visited the Sala Monteverdi lounge at MXP and even though I have unlimited free access to lounges, I was charged for the visit. A couple of days later after contacting my card provider I found out I was charged for bringing a guest, even though I was alone. So I have contacted the customer service directly and no reply for two weeks, which is interesting because the automatic reply says "We are open all day every day so we usually reply within 24 hours or less", and the company is active answering the comments here as well. I wonder why my complaint wasn't looked at yet.
3 January 2023
Unprompted review
Reply from LoungeKey
Hi Ria, thank you for your review. We're sorry to hear you were not aware of your guest visit fee. We'd like to follow up on the emails for you, could you kindly respond to our DM with your full name and contact details? Many thanks, The LoungeKey Team UPDATE: Thanks, Ria. Your details have been passed onto our team and they will be in touch with you.
Front desk swipes card to confirm is…
Front desk swipes card to confirm is valid. Little does the unsuspecting customer know a charge is being taken. This is outrageous, no price given no confirmation of charges. Only way I know about it is seeing on CC bill a few days later. How do they get away with this?
20 January 2023
Unprompted review
Reply from LoungeKey
Hi Christian, we're sorry for the unexpected charges. Our lounge staff don't have access to your membership details. This means that they don't know if you're liable to be charged or not. This is information that only our membership service consultants will have. We'll send you a message shortly. Please fill in your information and send it back to us. We'd like to arrange for one of our agents to call you regarding this. Regards, The Priority Pass Team. UPDATE: Thank you, Christian. We've passed your details onto our team to get in touch with you. Regards, The Priority Pass Team
Just been turned away from both lounges at T2 MCR…
Just been turned away from every lounge in T2 Manchester airport… lots of empty tables but told they were expecting a rush so denied us access. Tried a couple of weeks ago at LHR and again declined due to being full. Will not try using it again!
20 January 2023
Unprompted review
Reply from LoungeKey
Hello Leanne, thank you for your review. We're really sorry to hear that you were turned away. Lounges offer access to a lot of third-party access providers. As a result, lounge operators will need to manage the amount of space in the lounge to make sure that each access provider has a fair amount of space; this means that they have to turn away all travelers when the lounge is fully occupied including Priority Pass members. Regards, The Lounge Key Team
There was an error, please try again.
The website is painfully slow, the form does not work, no e-mail support, no customer service, app not usable ...
Update: Deleted App, recovered Account, installed app, entered account details, now I can use the app again. 3 Stars for me for finding this out.
19 January 2023
Unprompted review
Reply from LoungeKey
Thanks for the feedback, Kebab. We're sorry to hear that this has been your experience with our website and customer service. Customer satisfaction is important to us and we appreciate your feedback. We'll be reaching out to our team so that improvements can be made where needed. Regards, The LoungeKey Team
Half the time it doesn't work and I…
Half the time it doesn't work and I spend half an hour calling customer service to get access.
Edit: I called with them for almost an hour. They ended up saying "all looks good on our end, can't help any further". Which is useless to someone standing at the checking desk...
13 January 2023
Unprompted review
Reply from LoungeKey
Hello Mentor, thank you for leaving a review. We're sorry to hear that you're having trouble using your benefit and that calling customer service was unsuccessful. Please reply to our request for your details here, we'd like to help you with this. Many thanks, The LoungeKey Team
LoungeKey? A truly useless benefit
The last three times I’ve tried to use my LoungeKey pass at Manchester, I’ve been turned away because the lounges were full of people who were able to pre-book. I’ve actually given up trying to use it, fed up with the embarrassment of being turned away. Little to no point in having this benefit without being able to prebook
15 September 2022
Unprompted review
Reply from LoungeKey
Hello Tim, thank you for your review. We're sorry to hear that you were turned away from the lounge in Manchester because you did not pre-book. We've sent you a message here requesting your details. We'd like to arrange a call with a consultant. Many thanks, The LoungeKey Team
UPDATE: Thanks for confirming your details, Tim. A consultant will be in touch. Regards, The LoungeKey Team
Loungekey strong decline
I receive lounge as a perk via my credit card but since I started using it back in 2017 the service has gone way way down.
Numerous times I've been refused entry to to the lounges only accepting business class during certain hours and days.
The lounges in general via loungekey are not the particularly good any only reason for me using is due to its free nature via my credit card.
If you are departing to sign up using actual money, don't, use the money to buy a stale airport sandwich instead that is better value long term.
5 January 2023
Unprompted review
Reply from LoungeKey
I'm sorry you feel this way about the service, Andreas. We take customer satisfaction seriously, and we'd like to look into your concerns regarding being refused entry and the change in service over the years. Please reply to our request with your information. Many thanks, The LoungeKey Team
T5 Aspire lounge
T5 Aspire lounge, the only one for lounge key is seriously awful. Very crowded,moderate food and generally unpleasant. Lounge key needs a better lounge. Very dissapointing
5 January 2023
Unprompted review
Reply from LoungeKey
Hi John, thanks for the feedback. I'm sorry you had an unpleasant time at the Aspire Lounge; this isn't what we want for customers. I've noted this and will pass it along to the staff so they can look into it. Regards, The LoungeKey Team
Really quite useless over the past…
Really quite useless over the past year.
I’ve been refused entry to a lounge numerous times recently, based on various excuses at different airports. Not only that, but I’ve been treated quite rudely at times because the lounge staff are obviously fed up of needing to refuse people so regularly for LoungeKey.
The latest “reason” today at Manchester terminal 3, was that whilst the place remained quite empty for the 3 hour duration that i sat quietly in eye sight of the place; I was told the reason for this was to keep seats empty as part of their BA contract.
Totally pointless, and I’m likely to cancel my credit card with Santander.
27 December 2022
Unprompted review
Reply from LoungeKey
Hi Thomas, thank you for your review. We're sorry to hear you're often turned away when presenting your LoungeKey Benefit and disappointed that you waited outside the Escape Lounge at Manchester Terminal 3 for 3 hours without access. We'd like to assure you, our team is aware that lounges have been filling up quicker than usual and they're working diligently to increase access at these busy airports for our customers. Please keep an eye on our website and mobile app for updates. Best regards, The LoungeKey Team
A waste of time product
A waste of time product. Ive been having issues adding my card to an account. I called them 11 days ago and sent an email. No feedback to date. I then called back today and they say they haven't received feedback from the back office, they want another 5 working days which I doubt will be enough considering their incompetence
I did not receive a direct response, I have supplied you with my email address, you may respond there
3 days later, still no response. Disgusting service from Loungekey.
10 December 2022
Unprompted review
Reply from LoungeKey
Hello Azgar, thank you for your review. We're sorry to hear that you haven't been helped with adding your card to an account yet. We'd like to help you with this as soon as possible. We've sent you a direct message here requesting your details. We look forward to your reply. Many thanks, The LoungeKey Team UPDATE: Thanks for confirming your details. Our team will be in touch. Regards, The LoungeKey Team
Very disappointed with lounge one1…
Very disappointed with lounge one1 Heathrow, it’s not worth the money. Don’t be under any illusion your high end by going here, Better of in the weatherspoons or any of the other outlets and save your money.
20 December 2022
Unprompted review
Reply from LoungeKey
Hi there, thank you for your review. We're sorry to hear that your time at the No1 Lounge at London Heathrow was unpleasant. We've sent you a direct message here asking for your information because we'd like to share your feedback with the team. We look forward to your response. Many thanks, The LoungeKey Team
Dear ,
Dear ,
As per long term user of your service l would like to file compain .
In the Belgrade airport my acces to air Serbia launge is denied .
Based on your contract with Air Serbia that they have write to refuse at any time Launge key if they belive and think that they will have full capacity of business class clients ?!
17 December 2022
Unprompted review
Reply from LoungeKey
Hi Neven, thank you for taking the time to leave a review of your experience at the Air Serbia Premium Lounge at Belgrade airport. We're sorry to hear you were denied access due to pre-bookings from business-class clients. We've made a note of your feedback and will be sharing this with the team. If you'd like to raise a formal complaint, we recommend reaching out to info@loungekey.com. Thanks for sharing. Best regards, The LoungeKey Team
I've had the chance over the years to…
I've had the chance over the years to visit quite a few business lounges in Asia. In October whilst flying overseas had the opportunity to. visit LoungeKey at Sydney International Airport. Staff were delightful, however there was little or no food being served. At total loss as to why one would bother spending US$32 to use this facility, especially when even the staff agreed there were far better lounges at Sydney Airport. I note too they use the Premium Lounges in India. There is absolutely no way any business passenger in India would be paying US$32 for use of these lounges. I received some notification asking me how was my experience and wrote a comment. Then I received a reply this is only for technical issues, do not write about other things. Seriously have no idea how these company manages to attract paying guests. I also notice on my visit all the guest were airline employees
28 October 2022
Unprompted review
Reply from LoungeKey
Hello, and thank you for taking the time to write a review. We're sorry to hear that your recent lounge visits were not satisfactory. We take customer satisfaction seriously, and we'd like to look into your concerns regarding the airports and lounges you've mentioned. Please reply to our request with your information. Many thanks, The LoungeKey Team
UPDATE: Thank you for providing your information. A consultant will give you a call. Regards, The LoungeKey Team
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