DragonPass Anmeldelser 462

I have 2 free lounge entitlements per year (for myself and 1 guest) because of my CBA Ultimate credit card. I used it first on June 15 (Syd to SFO) but yesterday in my flight from SFO to Syd (China Airlines Lounge) when I had it scanned, Dragonpass charged me $32 USD x 2, amounting to $96.72AUD. I disputed it straightaway with the receptionist who scanned my QR code (for free entitlement) but she said, she didn’t know why I was charged when she just scanned the QR code. When I called CBA, who provided the credit card, I was told to raise it personally with Dragonpass because they said they could not do anything with it. Then, she gave me a UK number to call and 2 email addresses. CBA has the authority to dispute/reverse the transaction because they have promised the entitlement in writing, hence, I’m not sure why they’re passing the buck to me but they made it very inconvenient for me.

If there was less than 1 star I would give it - probably the worst experience ever for lounge bookings at airports. Even worse that it’s part of my NatWest Black Rewards programme. If I were NatWest I would be embarrassed to be affiliated with them.

Total waste of time , pass through Barclays insurance.Wont let you pre book and you can never get in lounges. Rip off.

Dreadful customer service. Used this pass for years but now they have removed the ability directly purchase additional visits on your app/card. I’m left with 3 visits but I am travelling as a party of 4 people and unable to add another visit. Ridiculous to remove this ability to buy visits. Customer service just ignore messages. Will absolutely not be renewing.

What a dreadful firm last night we got notification that our flight was cancelled about 48.3 hours before we departed not our fault but hugely stressful for our family- spent next 10 hours trying to ensure we could still go. I thought an easy fix would be the lounge as we had not used the voucher and there is always a queues so they would I thought transfer to our new departure date and airport without much fuss! How wrong was I they quoted their 48 hour rule and would not move it, no empathy or understanding just actually bank the money without any thought - every one else did the human thing and made a 24 hour change - Airline - hotel - cab firms - kennels for the dogs- work for time off ect - ABSOLUTELY NOT THIS LOT - you had the opportunity to do the right thing but didn’t shame on you! We will not use you again.

Here is the shocking response just under the 48 hours!

“Good Afternoon,

Thank you for your email.
Unfortunately, it is not possible to amend or cancel a lounge booking without at least 48 hours’ notice prior.

Kind regards
Nazmeen
The DragonPass Premier+ Team”

refused entry into Aspire 41 lounge as "too early"!
Prebooked and paid for myself and wife - charged again on dragonpass card.
Staff in lounge not willing to provide details of food allergens - totally useless and putting customers at risk!

I was notified on the 23rd November 2023 that Virgin Money would no longer be using Dragonpass service as from 1st February 2024. Any outstanding purchases made by myself would be refunded. At the time of account closure there were 2 purchased passes remaining and 6 from Virgin Money.

So here we are some 5 months later, I’m still waiting for the refund for these purchased passes which were made on the 23rd March 2020, start of Covid era.

Numerous emails back and forth from various people, no surname just first name, could be the same person just using another name.

Excuses, we have no record of these purchases, can you send proof of purchase! Proof of purchase was sent a month ago, snapshot of bank transaction. Still no response! Its been forwarded on to another department etc.

Small Claims court on the horizon, not just for the £30 for the passes but Interest and my time spent on this matter.

Be very wary of purchasing passes out of your own pocket with Dragonpass, in fact they closed online purchases on their website last month.

Very, very disappointed with their so-called Customer Service Department, if in fact there actual is one!

Last week another travelling couple together with my wife and I experienced a great deal of dissatisfaction with the lounge facilities at Fukuoka Airport used by MasterCard DragonPass holders.
As frequent travellers, we have experienced various airport lounges but this was probably the worst encounter we've had.

The primary issue was the lack of amenities beyond provision of a basic coffee through a dispensing machine in a paper cup. While free coffee is appreciated, this was the only offering available. There were no other complimentary refreshments or snacks/light meals offered as in many other airport lounges around the world. Light meals had to be ordered and paid for separately.
Had we known about the lack of food facilities we would not have gone into the lounge. We eventually sought our breakfast at the 7-11 store nearby instead.

I would urge appropriate action be taken to improve this for the many travellers to that part of the world.

Booked via the Stansted website to the embedded dragonpass form which goes directly to DragonPass. Stansted and Natwest confirmed this.
I received no confirmation email so called DragonPass to reach someone barely understandable and kept saying she could not search for any bookings via an email address. Disgusting service, zero initiative and no proactiveness.
Then leaves me on hold until I hang up whilst having asked multiple times to be transferred to so one who has permissions that they claimed to not have.

never refused entry to any lounge, but as of May 2024 unable to add my payment card to top up for credit. No assistance from customer support so DragonPass now useless.

Turned away from two lounges in San Francisco.
Having pre-booked they just said no! DragonPass is an add on benefit from a BARCLAYS Bank travel plus package so my expectations were low anyway. Reflects badly on BARCLAYS Bank but honestly do they care?
My advice is that you should not pay anything for this "service" because you won't get anything out of it. #UNRELIABLE #NOSERVICE

For the past three months I have been unable to link my membership to my profile meaning I can’t use the service to book lounge access. DragonPass customer service have been terrible, they do not respond and take zero action, don’t waste your money on this company.

As with so many turned away as full, staff rude a disinterested, waste of money

I have tried many many times to use the lounge passes and I am always turned away at the door. They say that they are full for those with this pass or that there is a wait (more than an hour) for this particular pass. This lounge program is third rate and completely useless. It is impossible to use the service we are paying for, it is basically a scam.

Told at the lounge that children were able to go in for free then had £60 taken from my bank account without my consent. Absolute fraudsters. Complained via customer services, condescending, rude and refused to either confirm escalation or apologise / refund. Stay well away

Utterly useless company. I despair companies like this still exist. Should all be sacked.

Dreadful company - not able you use the service you pay for! Closed my complaint quoting their T&C "Subject to availability" - there is never any availability - scam!!

They remove lounges without warning. Their telephone line is a joke.

I write this review on behalf of my granddaughter & her partner. They paid £60.00 to access the Lounge at Glasgow Airport before their flight on 1st May 2024. They were refused entry into the lounge and told that the lounge area "was full". I completed a "contact us " online form that went to DragonPass and this stated that someone would contact me within three days. No one has contacted me at all. I fail to understand why these companies can take bookings as there must be some one monitoring if the lounge has the capacity before confirming the booking. Having read the terrible reviews on this Company and their lack of communication & customer service, I plan to escalate my complaint directly with the Airport Authority. Yes, I know it's not a lot of money, that's not the point, how many other individuals are being ripped of prior to going on holiday.

Crap. Can never get Into the lounge having paid for the service as they are too busy and only taking paid reservations. What's the point?