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.
Garbage
Garbage, avoid. ZERO customer service and help after a bad experience. They don’t want to know and ignore any emails.
July 8, 2022
Unprompted review
Reply from LoungeKey
Thank you for taking the time to leave a review. We're sorry to hear that you feel we've let you down. Customer satisfaction is something we take very seriously and therefore, We would, like 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 UPDATE: Thanks for sharing your details and we'll get one of our consultants to call you. Many thanks, The LoungeKey Team
What a con
What a con! Unable to use the LoungeKey benefit of my bank account because the lounge at Bristol Airport was full. As it is not permitted to pre book via the app I shan’t risk it on my next holiday. What a complete waste of time. I’ve yet to find anyone that has successfully used this facility. 😡
July 6, 2022
Unprompted review
Reply from LoungeKey
Hi Mrs. Gwenda, thanks for taking the time to leave your review. I'm sorry for the delay in response on our end and truly sorry to hear this has been your experience that led you to feel this way. Although we try our best to provide customers with the best lounge experience, access to the lounges is, as you've mentioned, based on availability at the time of your visit. Unfortunately, this means that lounges will need to deny access to LoungeKey customers if the lounge is at capacity. We are always looking for opportunities to increase the choice of airport experience we're able to offer customers, so please look out for new additions to our portfolio to help ease this frustration. Warmest Regards, The LoungeKey Team
Impossible to register
original post 4.7.2022:
Impossible to register. Custommer service doesnt work.
edit 19.7.2022:
Thank you for your reply from 5.7.2022. It is 2 weeks and nobody contact me yet. At least other people can see how your customer service works.
July 4, 2022
Unprompted review
Reply from LoungeKey
Oh no! We're sorry to hear this, Petr. We would like to look into why this is happening; please reply to the direct message that we'll be sending shortly. Thanks, The LoungeKey Team
I am giving one star to LoungeKey…
I am giving one star to LoungeKey because there are no negative marks! Explanation: Where to start? The whole program is a con! Both my wife and I have BMO World Elite Mastercards. We tried to use the lounges in Vancouver few times, but they never seem open. Lately we used the SATS lounge in Singapore Airport T1. It appears the LoungeKey gives the privilege to enter for paying more or less the same price as though you pay with any other card. Once inside the Lounge is bare, no service staff and hardly any food or drinks (crisps and sandwiches). Best part of it: no other people, nobody should really go there! I called the LoungeKey and they confirmed that our crisps and soda are indeed worth CAD42.62 each. Please go to any kiosk in Singapore airport, the crisps are cheaper!
July 2, 2022
Unprompted review
Reply from LoungeKey
Hi Kamen, thanks for the review and we're so sorry to hear this has been your experience! We'd like to get more information from you regarding your visits so, could you kindly respond to to the direct message I'll be sending you here with your preferred contact number and a member of the team will be happy to reach out? Regards, The LoungeKey Team
I agree with all of the previous reviews!
I agree with all of the previous reviews. This service/benefit from a credit card is 100% useless. I have tried to use a few times now and have been refused entry every time. The staff at the lounge simply state ‘we are not accepting Lounge Key at the moment, maybe later’.
Luckily I fly business so have other options. But Lounge Key isn’t worth the battery power the app consumes! Will be removing hence forth!
July 1, 2022
Unprompted review
Reply from LoungeKey
Hi Lando, thanks for taking the time to leave your review. We're disappointed to hear that you feel this way and can only offer our sincere apologies for any inconvenience caused. Although we try our best to provide customers with the best lounge experience, access to the lounges is based on availability at the time of your visit. Unfortunately, this means that lounges will need to deny access to LoungeKey customers if the lounge is at capacity. We are always looking for opportunities to increase the choice of airport experiences we're able to offer customers, so please look out for new additions to our portfolio to help ease this frustration. Regards, The LoungeKey Team
Monopoly money
No need - marginally lower fee than the booking itself, more so when including the reservation fee most lounges require
Basically like purchasing Monopoly money - no point, haven’t actually used a single key access in around 15 airport visits
June 24, 2022
Unprompted review
Reply from LoungeKey
Hi Jarrad, thanks for the review and we're so sorry to hear this has been your experience! We'd like to get more information from you; kindly respond to our direct message with your preferred contact number, and a member of the team will be happy to reach out? Regards, The LoungeKey Team UPDATE: Thank you for providing your information Jarrad. We've followed up on this and unfortunately, as you've purchased your LoungeKey Pass through Revolut, it would be best to share your concerns directly with them. We're sorry for any inconvenience caused. Regards, The LoungeKey Team
Useless product, don't get it.
Completely pointless as everyone says. Absolutely do not consider this as a perk as part of any card it is a complete waste of time. You just get turned away as it is always full, total waste of time. You might as well shut your app down. And by the way I don't want your replies about your terms and conditions because your terms and conditions are rubbish.
June 23, 2022
Unprompted review
Reply from LoungeKey
Hi Jonathan, thank you for taking the time to leave a review. We're disappointed you feel this way about the program and we understand how upsetting it is not being able to get into a lounge. 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 ensures they are providing a fair amount of space to everyone. The lounge may be full for LoungeKey at the time of your visit, but they can still accept pre-booked visitors because this is another service they provide in addition to allowing members access. However, we'd like to get more information regarding your experience. As a result, I've sent you a direct message here, kindly reply with your contact details and we'll arrange for one of our consultants to get in touch. Regards, The LoungeKey Team
Denied access to Lounge due to prebooking required.
Hi LoungeKey,
Most of the UK airports are a max. capacity which means that there is pre-booking required. Unless you offer me a solution to prebook, as a UK resident, I won't be able to use any/most of the Lounges in the UK. Making my card benefit unusable.
I could potentially prebook using the airport websites and use the card that provides the benefits. However, can you please confirm that I will not be charged? or charged and refunded afterwards?
Unless you provide a solution, all the UK users are going to be experiencing issues, and we are going to be given the same excuse when we try to enter (it is full, sorry).
Please don't give me a standard response and let's find a solution. Please provide an email address where we can address a solution.
And please confirm if booking through the Airport Websites is acceptable or we will be charged and not refunded:
bristolairport
executivelounges
June 16, 2022
Unprompted review
Reply from LoungeKey
Hi Rafael, we're sorry to hear this has been your experience with LoungeKey. As we're an on-demand service, unfortunately pre-booking is not an option. I do understand that this is frustrating and I’d like to assure you, that we continue to work closely with all our lounge partners to look at ways to increase lounge capacity, add additional lounges in busy airports and to improve access. You're welcome to send your details to info@loungekey.com and the team would be happy to reach out to you. We sincerely apologise for any inconvenience caused. The LoungeKey Team
No actual benefit
Sadly, my experience matches many others. Despite this being marketed as access to airport premium/business lounges, using loungekey (via HSBC), the reality is that this is an exercise in turning up and being told that the lounge is at capacity. MAN in particular is a problem with a hit-rate below 50%. When I do fly on a business ticket the same lounges have space. Clearly LK need to do much more to negotiate a priority experience. Right now it’s not worth the cost of the credit card for this perk.
June 15, 2022
Unprompted review
Reply from LoungeKey
Hi Chris, thank you for taking the time to leave a review. As the lounges are third party owned and operated, each lounge offers access to different membership types: pre-booked guests, guests who have access through their airline or tour operator, as well as walk-up guests. So, although the lounge may appear to have capacity, the lounge operator will allocate a certain amount of space to our customers to ensure that they are fairly providing space to other third-party access providers as well. Our lounge staff is committed to ensuring our customers have the most enjoyable lounge experience possible, so it's disappointing to read that you feel this way. Our goal is to offer our customers a bigger range of airport experiences, so please look out for new additions to our portfolio. In the meantime, we've passed your feedback along. The LoungeKey Team
Unbelievably Poor Service
I used my Lounge Key card to enter a lounge in January, however the experience was exceptionally poor and was easily the worst lounge I have ever experienced, anywhere in the world.
I spoke to the Lounge Manager who agreed to refund my visit and voided the visit from my account. The payment had already been taken from my debit card on entry and I have been battling with Lounge Key ever since to get my refund. They can see that the visit was voided but claim that I wouldn't have been charged. I've sent evidence numerous times and they keep referring me to my bank but my bank hasn't taken my money, Lounge Key has!!
Nearly 6 months later and I'm nowhere near getting my refund. Having to start the paperwork now for the small claims court to try and get my money back.
Awful service, avoid at all costs! I was a Priority Pass customer for years and never had any issues with them. I wish I had never changed.
June 13, 2022
Unprompted review
Reply from LoungeKey
Hello, Leon. Thank you for taking the time to provide feedback. I'm sorry to hear about your bad experience and that you had to chase us down to get your charge issue resolved. Please accept my heartfelt apologies for any inconvenience this has given you. I can promise you that your bank will make charges depending on the information we obtain from the lounge and submit to your card provider. However, we'd like to investigate this further for you, and I've sent you a direct message. Please respond with your contact information so that we can contact you. Best regards, The LoungeKey Team UPDATE: We've now had a look into this and can see that you've spoken to one of our senior consultants on Monday 13th June 2022. As confirmed, we've now raised this internally and will provide feedback as soon as we get an update. Once again, we sincerely apologise for the delays and any inconvenience this must be causing. The LoungeKey Team
No pre-book so no use.
On two recent occasions two different lounges refused entry as I wasn't pre-booked. On both occasions each lounge was clearly not full.
I'm unable to pre-book on the Loungekey app which is a major flaw!
Given lounges are seemingly all pre-booking this makes this app useless compared to other lounge apps which do allow to pre-book. My friend has Dragonpass (from Barclays) and could pre-book easily.
June 3, 2022
Unprompted review
Reply from LoungeKey
Thanks for taking the time to leave your review, Chris. We're sorry to read that you feel this way and understand how disappointing it is not to be able to get into a lounge. Unfortunately, there are occasions when lounge operators need to restrict access to guests at short notice. This may be as a result of lounge capacity being met or due to the lounge expecting pre-booked guests from airlines or tour operators. In our effort to increase access for our customers, we’ve arranged with some lounges to allow customers the option 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 occasionally wish to avail themselves of this option. I'm sorry that you weren't aware of this and currently, pre-booking is an exclusive service provided by our partner and if you click through to their website, you’ll be able to find the full details. We apologise for the inconvenience caused. The LoungeKey team
Useless
Not worth it. Lounges always turn you away without a booking due to being at capacity. Useless service. Have been able to use once since having despite travelling multiple times
May 29, 2022
Unprompted review
Reply from LoungeKey
Hi Rosie. we're sorry to hear that you feel this way. As the lounges in our programme are third party owned and also offer pre-booking services to airlines and tour operators, they're obliged to hold these spaces for the duration of that booking as passengers may arrive at any time within their booked period. Unfortunately lounges that are temporarily at capacity will need to restrict entry for a short time until congestion eases. However, we'd like to follow up on this and will send you a direct message to get more information. The LoungeKey Team UPDATE; Thanks for providing us with your information Rosie, we'll arrange for one of our consultants to reach out to you. Regards, The LoungeKey Team
100% Avoid - Not worth the hassle!
Never ending issues!
During Covid, most of the airport lounges were closed. Now they're back open, you are always denied entry due to the lounges being at "capacity". Priority is given to everyone else and on the odd occasion a spare table is available, you maybe granted entry, but you will be at the bottom of the list.
Out of my last 8 visits to various airport lounges, I have been denied entry on 7 different occasions. This is due to (even arriving at quieter times of the day and plenty of spare seats / tables) the lounges always being at “capacity”.
I understand that the lounges are subject to availability, but why am I paying for this benefit as part of my credit card, when there is never any availability to begin with?
I understand with some lounges, you are now able to prebook using “LoungeKey”, but the issues with this are:
• You have to pay an additional fee to book on-top of the annual fee I already pay, which is ridiculous.
• Even if you are willing to pay an additional fee, you come up with this error when trying to pre-book online “Unfortunately we are currently unable to offer a pre-book service to guests looking to reserve a space using their lounge access card. We do, of course, still accept these types of cards as a way of entry into the lounge, albeit on a walk-up basis and therefore subject to availability.
LoungeKey is currently unusable and better relationships need to be sorted between the airport lounges and this company to make it work.
Complaint forwarded to credit card provider, but in the meantime, 100% avoid.
(Also your registration doesn't even work with Mastercard)
May 18, 2022
Unprompted review
Reply from LoungeKey
Hi Adam, thanks for taking the time to leave your review. I'm sorry for the delay in response on our end and truly sorry to hear this has been your experience that led you to feel this way. Although we try our best to provide customers with the best lounge experience, access to the lounges is, as you've mentioned, based on availability at the time of your visit. Unfortunately, this means that lounges will need to deny access to LoungeKey customers if the lounge is at capacity. We are always looking for opportunities to increase the choice of airport experience we're able to offer customers, so please look out for new additions to our portfolio to help ease this frustration. Warmest Regards, The LoungeKey Team
Not worth it
It’s not worth getting LoungeKey, and if you’re considering getting a card that offers this as a complimentary service don’t let this to be your deciding factor. I’ve not yet been able to use LoungeKey as all the lounges they have partnered with are either closed or only open to pre-booked customers (LoungeKey does not allow you to pre-book, even for a small fee, it’s only on a first-come-first-served basis).
May 15, 2022
Unprompted review
Reply from LoungeKey
Hi Paul, thanks for the review and we're so sorry to hear this has been your experience! We'd like to get more information from you regarding your visits so, could you kindly respond to to the direct message I'll be sending you here with your preferred contact number and a member of the team will be happy to reach out? Regards, The LoungeKey Team UPDATE: Thanks for sending us your details Paul. We've passed this to the team and you can expect our team to reach out to you as soon as possible. The LoungeKey Team
Received my Santander world elite with…
Received my Santander world elite with loungekey and to use the loungekey you need to activate the loungekey account.
Every time when I try to activate the card there is en error PLEASE ENTER A VALID PAYMENT CARD NUMBER ASSOCIATED WITH LOUNGEKEY. Called them and they said there is a problem with Mastercard and nothing they can do! So the card is useless!!! Loungekey please do something!!!
April 30, 2022
Unprompted review
Reply from LoungeKey
Hi Tomas, we understand how frustrating this can be and apologise for the inconvenience this has caused. Regrettably, we have an issue with Mastercard's not being accepted by our system at this time. It is a result of the recent implementation of Mastercard's new payment regulations, which provide increased security for card payments. Our team is actively working on a fix to this issue and in the meantime, we've passed your comments along. Regards, The LoungeKey Team
No longer worth having
No longer worth having. Main departure lounge at Glasgow airport a covid hazard it’s so full. Ample room in the upper deck lounge and taking bookings only. Probably because I don’t have to pay!
April 29, 2022
Unprompted review
Reply from LoungeKey
We're disappointed to read that you feel this way and apologise for the experience. We'd like to look into this and will need more information from you. You can expect a direct message from us shortly. Regards, The LoungeKey Team
They did not renew contracts with many…
They did not renew contracts with many lounges listed but continue to list them on available lounges. It's understandable if they didn't realize a lounge is closed, but something unrenewed is totally something they know and falsely continue to list. I just need accurate information instead of my time wasted walking to a far lounge that's no longer provided.
April 25, 2022
Unprompted review
Reply from LoungeKey
Hi Shannon, we're sorry to hear that! We try to keep our website up to date at all times and apologise if there have been any lounges advertised that were not a part of our program. We'd like to talk to you and find out which lounges you tried to access, but have not been able to due to this and will be sending you a direct message for your contact number shortly. Thanks. The LoungeKey team
Loungekey, no longer worth it !
OK when you can get in the lounges that are open ! Some lounges are still closed and the ones that are open give priority to people who have pre booked, so at the moment you have no chance of getting in !
We are sat at Terminal 1 at Manchester Airport and it is not that busy, until you go to the only lounge open, Escape lounge, and guess what, fully booked unless you have pre booked.
We are going to look at swapping our credit card has Loungekey is no longer a " perk " worth having/paying for.
Consider this " perk " when looking at what your credit card includes ! !
This is probably the 4th or 5th time this has happened.
April 16, 2022
Unprompted review
Reply from LoungeKey
Hi Phil, thanks for the review and we're so sorry to hear this has been your experience! We'd like to get more information from you regarding your visits so, could you kindly respond to to the direct message I'll be sending you here with your preferred contact number and a member of the team will be happy to reach out? Regards, The LoungeKey Team UPDATE: Thanks for sending us your information Phil, you can expect to hear from us shortly. Regards, The LoungeKey Team
Exclusivity it is not
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 out, packed with people, messy, poor food or empty trays left unattended. It tricks many of us to think otherwise. Some lounges of course are better then others such as the Canadian ones, while Mexican ones should need to revamp.
April 15, 2022
Unprompted review
Reply from LoungeKey
Hi A O, thanks for posting your review. Although we try our best to provide our members with the best lounge experience, all the lounges in our program are independently owned and managed so facilities and the overall layout will certainly vary from lounge to lounge. We do however appreciate you taking the time to leave your feedback and will be sure to share your comments with the team. Best regards, The LoungeKey team
Scammers
Scammers. Why HSBC has partnered with them via the World Elite Credit card is a mystery. A reputable bank should not be associated with these thieves. Always fully booked. But to book they charge a fee outside the annual membership fee. Then say lounges are run by third parties. Reported to HSBC and FCA.
April 8, 2022
Unprompted review
Reply from LoungeKey
Hi Jack, we're sorry to read that you feel this way and understand how disappointing it is not be able to get into a lounge. Unfortunately, there are occasions when the lounge operators need to restrict access to guests at short notice. This may be as a result of lounge capacity being met or due to the lounge expecting pre-booked guests from airlines or tour operators. In our effort to increase access for our customers, we’ve arranged with some lounges to allow customers the option 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 occasionally wish to avail themselves of this option. I'm sorry that you weren't aware of this and currently, pre-booking is an exclusive service provided by our partner and if you click through to their website, you’ll be able to find the full details. We apologise for the inconvenience caused. The LoungeKey team
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