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... Se mere
Virksomheden har svaret
Selvom vi ikke verificerer specifikke påstande, fordi anmeldernes meninger er deres egne, kan vi godt betegne anmeldelser som "Verificerede", når vi kan bekræfte, at der har fundet en forretningsinteraktion sted. Læs mere
Af hensyn til platformsintegriteten scannes alle anmeldelser på vores platform – verificerede eller ej – af vores automatiserede software døgnet rundt. Denne teknologi er designet til at identificere og fjerne indhold, der overtræder vores retningslinjer, herunder anmeldelser, som ikke er baseret på en reel oplevelse. Vi er klar over, at vi måske ikke fanger alle problemer, og du er velkommen til at gøre os opmærksom på det, hvis vi har overset noget. Læs mere
Se, hvad kunderne siger
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... Se mere
Virksomheden har svaret
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... Se mere
Virksomheden har svaret
Waste of time, first time I used it 2 weeks ago all went well, I’ve tried several times since without booking and got turned away, so thinking I now knew the system I accessed the website yesterday an... Se mere
Virksomhedsoplysninger
Oplysningerne kommer fra forskellige eksterne kilder
Worldwide airport lounge access
Kontaktoplysninger
Storbritannien
- loungekey.com
1,4
Dårlig
241 anmeldelser
Har besvaret 80 % af deres negative anmeldelser
Det tager typisk over 1 måned at svare
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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
Uopfordret anmeldelse
Besvarelse fra 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. juli 2022
Uopfordret anmeldelse
Besvarelse fra 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. juli 2022
Uopfordret anmeldelse
Besvarelse fra 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. juli 2022
Uopfordret anmeldelse
Besvarelse fra 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. juli 2022
Uopfordret anmeldelse
Besvarelse fra 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. juli 2022
Uopfordret anmeldelse
Besvarelse fra 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. juli 2022
Uopfordret anmeldelse
Besvarelse fra 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
Garbage
Garbage, avoid. ZERO customer service and help after a bad experience. They don’t want to know and ignore any emails.
8. juli 2022
Uopfordret anmeldelse
Besvarelse fra 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. 😡
6. juli 2022
Uopfordret anmeldelse
Besvarelse fra 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.
4. juli 2022
Uopfordret anmeldelse
Besvarelse fra 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!
2. juli 2022
Uopfordret anmeldelse
Besvarelse fra 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!
1. juli 2022
Uopfordret anmeldelse
Besvarelse fra 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
24. juni 2022
Uopfordret anmeldelse
Besvarelse fra 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.
23. juni 2022
Uopfordret anmeldelse
Besvarelse fra 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
16. juni 2022
Uopfordret anmeldelse
Besvarelse fra 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.
15. juni 2022
Uopfordret anmeldelse
Besvarelse fra 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.
13. juni 2022
Uopfordret anmeldelse
Besvarelse fra 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.
3. juni 2022
Uopfordret anmeldelse
Besvarelse fra 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
29. maj 2022
Uopfordret anmeldelse
Besvarelse fra 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)
18. maj 2022
Uopfordret anmeldelse
Besvarelse fra 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
Dette er Trustpilot
Alle kan skrive en anmeldelse på Trustpilot. En anmeldelse er ejet af personen, som har skrevet den, og vedkommende kan derfor redigere eller slette den til enhver tid. En brugers anmeldelser bliver vist, så længe vedkommendes konto er aktiv.
Virksomheder kan bede deres kunder skrive en anmeldelse ved hjælp af automatiske invitationer. Denne type anmeldelser handler om reelle oplevelser og markeres "Verificeret".
Læs mere om andre typer anmeldelser.
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Verificering kan være med til at sikre, at det er rigtige mennesker, der skriver de anmeldelser, du læser på Trustpilot.
Det kan påvirke TrustScoren, når man tilbyder incitamenter i bytte for anmeldelser, eller når man kun spørger bestemte kunder, og det er imod vores retningslinjer.