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
Sådan bruger denne virksomhed Trustpilot
Se, hvordan deres anmeldelser og bedømmelser indsamles, vurderes og modereres.
Another refusal for using lounge key…
Another refusal for using lounge key and this time at newcastle aspire. Reading below looks like same story to many.
What’s the point of lounge key access and app showing available lounges.
It should serve 2 things: able to prebook lounges via lounge key app, and also show availability.
Really poor service
1. oktober 2022
Uopfordret anmeldelse
Besvarelse fra LoungeKey
Hello there, we're sorry for the trouble and frustration this must have caused. We'd like to have a further look into this for you, could you please DM us the name of the lounge, date and time of your visit? Thanks. The Lounge Key Team.
As both customer and someone who works…
As both customer and someone who works in travel. As a customer every single lounge is always full and not being able to pre book basically guarantees that. From a travel worker, I know of several lounges where basically LoungeKey is an immediate refusal even if not full and also that pre booking into a lounge is common knowledge and practice everywhere that LoungeKey refuse to acknowledge.
27. september 2022
Uopfordret anmeldelse
Besvarelse fra LoungeKey
Hi Bekah, thank you for sharing your concerns. LoungeKey, as a solely on-demand service, does not offer any form of booking or reservation facility; lounges do offer this option independently to cardholders but because this is not part of our service, we don't actively endorse this. However, we do understand that for peace of mind some members may occasionally wish to avail themselves of this option via lounge websites. Currently, the No1 Lounge does allow LoungeKey members to pre-book the lounge via their website (https://no1lounges.com/prioritypass/prebook) at a cost of £6. This £6 is paid directly to the lounge and your LoungeKey membership will also be processed for the visit. We're sorry you were turned away, but hopefully, this will help for future lounge visits. The LoungeKey team
Charged on a day i wasn’t even travelling!! Theives😡
I was charged 32 dollars by lounge key (airport lounge) on a date i was not travelling!! I contacted lounge key on the same day (26 sept 2022) and nothing happened!
Your customer service representative contacted me on the details provided. They claimed that I entered the lounge on 21st October with a guest. I explained that yes I did enter the Amsterdam airport lounge on the date but I was alone. I was actually travelling all by myself. I did not get any response since then and they still did not refund my money!!!
UPDATE:
Still no refund and no contact! Very poor customer service.
26. september 2022
Uopfordret anmeldelse
Besvarelse fra LoungeKey
Hi Racha, thank you for writing a review. That is disappointing to hear and we sorry this has been your experience with us. We'll be happy to follow up on charge for you and provide you with a satisfactory reason. As a result, we've sent you a direct message here, please respond with your contact information so that one of our consultants can call you. Regards, The LoungeKey Team.
UPDATE: Thanks for sharing your information, Racha. A consultant will give you a call at the supplied telephone number. The LoungeKey Team
Denied access
It is really frustrating to be a member of the program just to be denied access due to "lounge being full", despite other memberships (like frequent flyer) getting access. Have been denied access twice this month at Aspire Lounge in Amsterdam. Beats the whole point.
28. september 2022
Uopfordret anmeldelse
Besvarelse fra LoungeKey
Hello Filipe. Thank you for writing a review. We're sorry to hear you were denied access twice this month at Aspire Lounge in Amsterdam because they were always full, and that you believe this defeats the purpose of being a part of the program. We understand how upsetting it is to be denied lounge entry, and we inform customers that this is due to lounge operators managing lounge capacity. Furthermore, as demand for lounges grows, we are actively working with our lounge partners to reduce this. As a result, we encourage you to regularly check the website or the mobile app for updates! Otherwise, we're sorry for your experience and we'll absolutely raise your concerns with the team. Best wishes, The LoungeKey Team.
Beginning to wonder if loungkey is…
Beginning to wonder if loungkey is worth it! 3 times in the last 9 months I've been denied access to an airport lounge due to them being pre booked and up to capacity! Loungkey doesn't provide pre booking so can't win! So frustrating for a frequent traveler 😡😡
26. september 2022
Uopfordret anmeldelse
Besvarelse fra LoungeKey
Hi Russell, we're truly sorry to hear this has been your experience and understand how frustrating this may be for our customers. 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
Terrible User Experience
Team, i'm very desappointed and frustated by your loungekey service. My user is blocked, i already try to reset my password several times and by app and website, sent messages by loungekey customer support and nobody answers.
Could you please help me ???
12. september 2022
Uopfordret anmeldelse
Besvarelse fra LoungeKey
Hello, Alexsandro. We're disappointed to hear that you felt let down with the service and that it has been necessary for you to reach out to us through Trust Pilot to highlight your experience. As a result, we've sent you a direct message here; please respond with your contact information so that one of our consultants can call you. Best regards, The LoungeKey Team
UPDATE: Thank you for providing the requested information, Alexsandro. Our customer service team will be in touch as soon as possible. Regards, The Lounge Key Team
Bad selection of lounges
Bad selection of lounges.
Looking at whether it is worth getting on my next trip. Two of the terminals I'm flying from just have money off a restaurant (not even enough for a meal and a drink) and the other one has a proper lounge but it's not open for my flight!
20. september 2022
Uopfordret anmeldelse
Besvarelse fra LoungeKey
Hi Freddie, we do understand that this is disappointing and I can assure you that we are working hard to find more lounge partners to increase access for our customers. Many thanks - The LoungeKey Team
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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
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.