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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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
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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.
Very very bad experience in miracle…
Very very bad experience in miracle lounge by loungekey. Even no toilet or freshing room inside!!!
18 September 2022
Unprompted review
Reply from LoungeKey
This is disappointing to read, Mohammad! We'd like to follow up on what you've raised in your review and have sent a direct message; kindly reply with your email address and your preferred contact number. Once we have this information, we'll then be able to follow up with our customer service team and schedule a call so you may discuss it over the phone. Many thanks, The LoungeKey Team
I have had LoungeKey for 2 years and as…
I have had LoungeKey for 2 years and as yet have not been able to even enter a lounge as LoungeKey was always refused due to lounges being pre booked. You can’t prebook with LoungeKey. Don’t bother it’s completely useless.
17 September 2022
Unprompted review
Reply from LoungeKey
Hi Spodo, thank you for your review. We're sorry to hear that this has been your experience at the lounges. We understand how frustrating and inconvenient this experience can be. Most lounges are seeing an increased number of guests due to increased travel activity, and they may need to deny access to some people to manage their space effectively. The pre-booking option is offered and managed directly by the lounges; airlines and tour operators make use of this service in most cases. We are working hard in the background to increase access for our customers at busy airports. We are truly sorry for the frustration this has caused you. Regards, The LoungeKey Team
Rome FCO the worst lounge ever
As a frequent traveller, I find the Rome Fiumicino Airport loung the worst of all lounges i visited so far: small, overcrowded, lacking of easy chairs or quiet areas. The food is horrible and only the kindness of the employees makes my review scoring two stars.
16 September 2022
Unprompted review
Reply from LoungeKey
Hello, Diego. Thank you for taking the time to write a review. We're sorry to learn of your experience at Rome Fiumicino Airport. The LoungeKey Program lounges are owned by our lounge partners, who are behind running the day-to-day conditions and facilities. Any facilities and the choice of refreshments served in the lounge are entirely up to themselves and are subject to availability and seasonal changes. As such, these may vary from lounge to lounge; whereas some lounges may offer full meals; others have a small selection. However, we do appreciate your feedback and will share them with our lounge partnership team. Regards, The LoungeKey Team
Shockingly poor service
Shockingly poor service. So I have an HSBC premier card and have been unable to log into my lounge key account in order to get my digital card and also use the ap. importantly i cannot prebook lounges. lounge key told me the problem is with hsbc and that i cannot use the lounges bc of them. i then called hsbc who told me that they have had a nightmare dealing with loungekey who has not fixed their system needed to verify account details. this has been going on for months. its a simple fix and lounge key simple does not care. also they lied on the phone blaming hsbc and gave false information. trully awful organization. borderline fraud.
11 September 2022
Unprompted review
Reply from LoungeKey
We're sorry to hear you're having trouble logging in to your online account. We'd like to follow up on this for you, but need some more information to do so. Therefore, could you kindly respond to our direct message with your contact details and lounge access number? Thanks, The LoungeKey Team
Zero communication …
No response to my queries regarding charges. What is the point of the this company is they can't advise if there are any charges seeing as the lounges can't say. No one wants to get clobbered with sudden unexpected fees for lounge visits they thought were free. Reply to your emails Lounge Key! Update: I have still not heard from anyone 6 Aug 2022.
1 September 2022
Unprompted review
Reply from LoungeKey
Hi Jaytee, thank you for writing a review. We're sorry you haven't received a response to your emails and we can guarantee you our consultants and actively responding to customers as quick as possible. So, we'd like to follow up on this for you and we have sent a direct message here; kindly reply with your email address and your contact number. Once we have this information, we'll then be able to investigate the charges and discuss them with you over the phone. Best regards, The LoungeKey Team UPDATE:
Hi Jaytee, Thanks for sending us your details. We've now raised this with the team and asked that they reach out to you as soon as possible. Regards, The LoungeKey Team
Problems with verification in app
Please see previous message about your app. I shared my contact details after you asked for them, but I've yet to hear from you.
25 August 2022
Unprompted review
Reply from LoungeKey
Hi Jacob, our sincere apologies for the delay in our response. We've forwarded your comment to our team and arranged that a consultant reaches out soonest possible. The LoungeKey Team
Lounges only allow prebooked customers
Lounges only allow prebooked customers. So loungkey is a waste of money. Better to ditch Loungkey & pay for a prebooked lounge. At least then you are sure of a place. Worst thing that today the two lounges seemed to have plenty of seats.
23 August 2022
Unprompted review
Reply from LoungeKey
Hello Michael, thank you for providing feedback. We're sorry this has been your experience and that you feel this was about the program. Unfortunately, lounges provide access to multiple lounge access programs, as well as pre-booked guests, guests who have access and pre-book through their airline or tour operator, and walk-in guests. So, even if the lounge appears to be empty, they are required to hold the space for the duration of the booking. Furthermore, pre-booking is a service offered by the lounges directly to manage capacity. However, we do regret your experience and we will share your concerns with the team. Best regards, The LoungeKey Team
THE most useless product I've…
THE most useless product I've encountered in my rewards history with travel.
I have yet to use the loungekey access AS THERE ARE NO LOUNGES ANYWHERE IN THE CANADA THAT I CAN FIND for domestic travel...Toronto? Nope. Vancouver? Nope. Edmonton? Nope. Calgary ? Apparently- so I'll somehow find my way to Calgary in the next few years to use the pass.
Please please ...Bank of Montreal Mastercard - change and remove Loungekey.
23 August 2022
Unprompted review
Reply from LoungeKey
Thanks for the review; this is disappointing! Many lounges closed due to imposed restrictions during the pandemic, but as travel has resumed in most countries, we're working hard to reinstate access at the affected locations and seek more partnership opportunities. However, the feedback from our Customers does help us understand the demand. I appreciate you taking the time to leave a review Al Amarshi; please do keep an eye on our website and mobile app for new additions to our network. If you feel there are concerns you need to raise, please do not hesitate to send an email to info@loungekey.com with specifics. Thank you, The LoungeKey Team
Embarrassed..
Embarrassed... aruba airport VIP lounge ....rejected my loungekey even though they had the logo...nobreason given..mobile app..showed 4 passes..going to cancel my Mastercard...
21 August 2022
Unprompted review
Reply from LoungeKey
Hi Gerry, we're truly sorry to hear this has been your experience and understand how frustrating this may be for our customers. Unfortunately, lounge access being denied does ultimately come down to capacity. Although we understand that this may not be the most satisfactory answer, lounges need to manage entries in a way that makes sure they are providing a fair amount of space to everyone. The lounge may be at capacity for LoungeKey customers at the time of your visit, and can still accept pre-booked visitors as this is also a facility they offer besides allowing members access. We're sorry for any inconvenience this has caused and would like to assure you, that we're actively working with our lounge partners to increase access. We would, however, like to have a look at your profile; therefore, could you kindly respond to our direct message with your full name, email address and contact number? Thanks, The LoungeKey Team
Lounge Key is useless
I looked for lounge key at CDG airport yesterday, no one had ever heard of the name and there were no signs with their logo. I have experienced this previously in the UK and various other countries. It is difficult to even find a comprehensive list of their lounges. I truly believe this is a big scam.
15 August 2022
Unprompted review
Reply from LoungeKey
Hi Linda, thank you for reaching out. There are two lounges available at Paris Charles de Gaulle: the Icare Lounge and the Star Alliance Lounge. Currently, these lounges, however, are temporarily closed because of travel restrictions in the region. To manage our customers' expectations, we ensure that the messaging on our website for each lounge is accurate and highlights hours, facilities, and locations. To view lounge information, please visit our website here: https://www.loungekey.com/en/mcworld/our-lounges. If you feel there are concerns you need to raise, please do not hesitate to send an email to info@loungekey.com with specifics. Thank you, The LoungeKey Team
How are they getting away with it
I have just taken out a credit card that offers the “lounge key” facility, so I thought I’d look at the reviews!!
I cannot believe that a business can brazenly respond the way lounge key do to the issues that are raised. If you cannot offer a service, which to most of the people who have had issues seems to be the case, don’t sell your services to the credit card companies.
From reading the reviews it would appear that you are taking “double bubble” by selling your product to the credit card companies, while pre booking the spaces to larger travel companies.
From the outside looking in, this looks very slight of hand and I look forward to my first experience.
12 August 2022
Unprompted review
Reply from LoungeKey
Howard, I'm sorry you feel this way about the service. Taking care of our customers is something we take very seriously. Therefore, I would like to schedule a call with a consultant so we can discuss your concerns. I would appreciate it if you could reply with your contact number to my direct message. Thank you, The LoungeKey Team
A big piece of crap
A big piece of crap, I don't know how Revolut chose this service
I had a bad experience at the airport in south Tenerife where of course I paid for 4 people and I couldn't get access
I called the phone number where a Frustrata lady sent me to file a complaint by e-mail
I also emailed but no response
I will also do it at Revolut
I do not recommend
5 August 2022
Unprompted review
Reply from LoungeKey
Hi Paul, thank you for taking the time to leave a review and please accept our sincere apologies for the delay in our response. We'd love to arrange for someone to give you a call to discuss this further. Therefore, could you kindly respond to our direct message with your booking reference and contact number? Many thanks, The LoungeKey Team
Waste of money
We fly regularly from Bristol airport and rarely manage to access the lounge. Other companies precook. LoungeKey doesn’t. It is so so annoying.
4 August 2022
Unprompted review
Reply from LoungeKey
Hi J, thanks for the review. We're so sorry to hear this has been your experience! The option to pre-book access and guarantee your seat will be at an additional cost. It is entirely up to the cardholder, as we understand that some customers occasionally wish to avail themselves of this option. We're sorry that you weren't aware of this. Pre-booking is an exclusive service provided by our lounge partners, and if you click through their website, you'll find the full details. We apologise for the inconvenience caused. The LoungeKey team
As others said complete waste of time
As others said complete waste of time. As it is service on demand all lounges in UK not let you in(pre-book required). Sorry for my poor English.
3 August 2022
Unprompted review
Reply from LoungeKey
Hi Przemyslaw, thank you for posting your review. We're disappointed to read that you feel this way about our service. Unfortunately, the increase in travel has increased demand as well. As a result, many of our customers are experiencing difficulty accessing the lounges. Lounges are subject to availability at the time of your visit, and some lounges offer pre-booking, which is an exclusive service. This is to ensure that they are equally providing space to each third-party access provider. Please know that our team are actively looking at finding solutions to this issue; we remain committed to enhancing the whole airport experience for our customers. We apologise for the inconvenience. The LoungeKey Team
Absolute garbage
Absolute garbage, what is the point of LoungeKey seriously. I've now tried to use this twice, where the lounge is always at 'Full Capacity' although it appears to be only 1/4 full from the outside. When I questioned this the generic reply was that there are 'bookings' and if they turn up they could be 'fined'. But you cannot book with LoungKey so basically, you can't ever get into the lounge... so in summary, LoungeKey is useless and you will end up in Weather Spoons instead.
23 July 2022
Unprompted review
Reply from LoungeKey
I’m sorry to hear you couldn’t use your LoungeKey benefit on this occasion. All our lounges have a capacity limit in terms of the number of guests that they can comfortably and safely accommodate and staff is obliged to continually manage and balance any pre-booked guests against anticipated on-demand entry guests such as LoungeKey customers. So although a lounge may appear to have the capacity, it is likely to be expecting a number of pre-booked reservations from airlines or tour operators which may cause it to decline admittance to a LoungeKey cardholder, as appears to be the case in this instance. As the lounges are contractually obliged to hold the pre-booked space available for the duration of the booking (as passengers may arrive at any time within the booking period and be entitled to admittance) they may be obliged to decline access to other guests as this would exceed their capacity limits. I understand you feel disappointed but I do hope this, at least, helps clarify why you were turned away this time. Regards, The LoungeKey Team
I got charged without my consent!
I went to the lounge at Frankfurt airport and told the receptionist that I would like to use the complimentary visits on my credit card to access the lounge. I first showed the QR code on the Mastercard Airport experiences app. The receptionist tried to read it but wasn't successful. He said that he can also use my credit card to redeem the visits. I said okay and gave him my card. He swiped it and said I am good to enter the lounge. I happily entered the lounge thinking that I used one of my complimentary visits. However, when my credit card statement came, I saw that I was charged for the lounge visit. I called my bank to enquire why and learned that I didn't have any complimentary visits remaining. However, the lounge's receptionist didn't tell me that, he just swiped my card and let me in! I didn't give him my credit card to charge it, I just gave him the card to verify and redeem my complimentary visit. Had I been told that I would be charged for the visit, I would not use the lounge at all! When I called LoungeKey to let them know about this issue, they told me that lounges can't see whether I have sufficient complimentary visits or not, hence, they just swipe the card and let me in. Well, if the lounges can't see whether I have complimentary passes or not, who is responsible for the charge then? I didn't consent to getting charged and I want a refund!
Edit: They wrote a reply saying someone will get in touch with me. But nobody did. Now I'm working with my bank trying to get the charge reversed. Imagine the waste of time. Loungekey is a scam!
19 July 2022
Unprompted review
Reply from LoungeKey
Hi Hazar, we're disappointed to read that this has been your experience and understand how frustrating an unanticipated charge can be. The lounge staff aren’t privy to benefit entitlements as they're independently owned and operated and serve other lounge programs. Therefore, the onus is on the customers to familiarise themselves with their entitlement. The only confirmation you'll receive from the staff is that you do not need to make any payment upfront to gain access. We mention in our Conditions of Use, Clause 4: “Lounge and Merchant visits are subject to a per-person, per-visit, charge. Where applicable (dependent upon the benefit offered by a payment card provider), all such visits, including those by accompanying guests, will be debited to the Customer's payment card by (i) LoungeKey or (ii) the payment card provider as per the rates and terms notified by (a) LoungeKey or (b) Customer’s payment card provider in respect of their Program membership. If the Customer has multiple Program memberships, the Customer is responsible for presenting the correct Means of Access to the Lounge or Merchant staff for admittance, and may only use one such Program membership per visit. Any payment queries should be addressed with LoungeKey or the payment card provider and not the individual Lounge or Merchant.” However, we'd be happy to arrange for one of our supervisors to give you a call; kindly reply to our direct message with your contact information. Thank you, the LoungeKey Team UPDATE: Hi Hazar, Thanks for sending us your details. We've now raised this with the team and asked that they reach out to you as soon as possible. Regards, The LoungeKey Team
Unable to verify card details
Hello LoungeKey, unfortunately I missed the deadline to provide more information to my issues using your service.
Could you please contact me again directly in order to try resolve the issues I and so it would seem everyone else has with verifying their cars details.
18 July 2022
Unprompted review
Reply from LoungeKey
Hello Mark, thanks for reaching out. We're sorry you're having trouble resolving your query; kindly reply to my direct message. Thanks, the LoungeKey Team UPDATE: Thanks for sending us your details, Mark. We've now raised this with the team and asked that they reach out to you as soon as possible. Regards, The LoungeKey Team
All the other reviews are true
All the other reviews are true, since writing this review I’ve flown from Luton 3 more times & can confirm LoungeKey is as much use as an ash tray on a motorbike. The Aspire lounge receptionist sees you coming, and turns you away as they are ‘at full capacity’, despite the lounge being 1/4 occupied. You’re told you need to pre book, which you can’t do with lounge key, well at least not with a Mastercard as the LoungeKey app doesn’t accept Mastercard !. If you think your bank (HSBC in my case) has given you LoungeKey as a perk, it’s not. It’s an opportunity for Aspire Lounge in Luton to put up permanent signage saying ‘pre booking only’, and send you away with a curt brush off. LoungeKey is little more than a voucher that you can never use.
16 July 2022
Unprompted review
Reply from LoungeKey
Hello Grandad. Thank you for taking the time to write a review. We're truly sorry to hear about your experience and that you feel this way about the program. Regrettably, lounge access is essentially denied because of capacity. Although we understand that this may not be the most satisfactory answer, lounges must manage entries in such a way that everyone has a fair amount of space. The lounge may be full for LoungeKey customers at the time of your visit, but it can still accept pre-booked visitors because this is another service they provide in addition to allowing LoungeKey. In order to increase access for our customers, we have arranged with some of the lounges to allow customers to pre-book access and guarantee their seats at an additional cost. It is entirely up to the cardholder, as we understand that some customers may wish to use this option sometimes. A customer must also contact the lounge directly to make a reservation. However, we do regret your experience and will certainly pass on your comments to the team. Many thanks, The LoungeKey Team
I have been trying for 6 months to get…
I have been trying for 6 months to get this to work. I have tried the app and my previous online settings. It used to work over a year ago.
I have spoken to a very unhelpful call centre in South Africa who just keep saying try again later.
What a waste of money and service. I have let my bank know that this is not a benefit at all.
14 July 2022
Unprompted review
Reply from LoungeKey
Hello and thank you for taking the time to write a review. We're disappointed to hear this has been your experience with us and I can guarantee you, this is not the kind of experience we want our customers to have. Please accept our sincere apology for the stress. We'd like to contact you so that we can close this for you with undue delay. So, I've sent you a direct message here, please respond with your contact details. Many thanks, The LoungeKey Team
Never able to sign up
Never able to sign up! Kept getting error "deal cannot be found", and yes I used the sign up link through my credit card provider.
I tried called customer service but it didn't go anywhere.
12 July 2022
Unprompted review
Reply from LoungeKey
Hello Hannah. Thank you for leaving a review. We're sorry you haven't been able to sign up for your LoungeKey benefit. We'd like to look into this for you and I've sent you a direct message here. Please respond with your contact details so that we can have one of our consultants to call you and help further. Many thanks, The LoungeKey Team UPDATE: Hi Hannah, thanks for the email address. We'd like to call you so that we can close this for you with undue delay. Kindly respond to the direct message I've sent with your contact number. Thanks, The LoungeKey Team
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