LoungeKey Reviews 241

They removed the QR code from the app and now most places refuse to accept my LoungeKey access. In result, the last place I visited in Prague airport charged me full price. I complained to LoungeKey whilst I was at the airport immediately after I was refused the discount and LoungeKey requested that I emailed my complaint alongside a copy of the receipt. They refused to reimburse me and said it’s not of their concern. Disgusting customer service. I will never re-new and I would warn anyone from joining!

I am 2 years into my 5 year pass. I have used my LoungeKey access more than a dozen times and I can happily confirm that the customer service is what lets this whole service down. I will not be consider LoungeKey again and seriously advise others not to consider them either!

To place it bluntly, THEY DO NOT CARE.

Terrible customer service! Unable to assist updated expiry date on Santander card. Web page keeps asking for card details to be re-entered. Unable therefore to log in to see my membership number so cannot book a lounge.

Absolute waste of time. Three occasions this year, at more than one airport, I have tried to use an airport lounge with LoungeKey access and every time I get turned away. Total waste of time and definitely not a “perk” of my paid for account.

Have 12 complimentary visits for lounge across the world on my HSBC cashback card. Visited lounge in Dubai, no mention I will be charged and yet I am charged for the visit! Complete bs and feels like a fraud company. Will be cancelling my HSBC cashback visa card as well as loungekey membership.
Would advise anyone reading the reviews, the 1 star rating is genuine I can say & stay away from VISA + loungekey cards for loungeaccess. Mastercard Dragonpass is 100 times better and tells you on the app if lounge visit is free or paid.

Refused entry for the third time this summer at Manchester Airport. They are happy for you to pay on the door to go in so nonsense they claim it’s due to capacity. These absolute jokers shouldn’t be allowed to trade.

Response is a complete pack of lies. Absolute joke of a statement from them. All the want to do is get as much as they can. I have complained to bank as I am not paying for services that are continually denied.

After trying numerous times to register on the lounge key app, it still says there was an error. What a terrible app. Really needs improvement. Very disappointed

Having registered (as a Coutts cardholder) I then tried to search for lounges. In every case, it said "No results found." That's when searching for 'London,' LHR, and various others. Useless!

This company is the utmost fraud. They will never tell you clearly whether you get complimentary or paid access to a lounge. You will be made to go in circles between the bank, mastercard/visa and loungekey. At the end you will waste 1 hour on the phone and then your credit card also will be charged. I have had the same experience while using the most premium cards from both mastercard and visa with loungekey. Thankfully now mastercard has moved to dragonpass.

We were awarded complimentary Lounge Key Access after paying extra for insurance which would provision access if your flight is delayed. We went up to the Lounges in Manchester however as soon as they saw our passes were lounge key, they claimed to be fully booked. They sent us away and said to come back in a half hour. When we did, we got the same reaction from the next member of staff. Seems paying extra for the change of access was an absolute waste of money.

Support line was very quick and responsive. They solved my account issue within minutes. Thank you!

We hold a HSBC credit card that gives 2 free lounge passes per calendar year. We went to the lounge at Auckland airport yesterday, the employee swiped our card and said " there it is " and let us through. However we were charged $97 to the credit card. We called HSBC they assured us we have the 2 free passes per calendar year which we're most definitely still valid. We tried calling Lounge key and were greeted with someone who had no idea what to tell us. She told us to call the number for Lounge Key... Which we did, from the App. She got confused on the phone and wouldn't speak to us. Cannot find any other contact details to have this issue resolved. Really poor service, the app is useless also.

Absolute waste of time and money. Have LoungeKey on HSBC card and every time in last couple of years same result. Lounge is busy come back later. On recent Luton Airport visit told to come back in hour and a half! Will be raising with HSBC as I pay fee for the card

I booked and paid for 2 people for the lounge at Birmingham airport, when we arrived there was no record of it and we had to pay again. I have emailed them twice via there website and have no response at all.

Thank you for replying to my review.
On the 15th June I reserved two places in the club room at Birmingham Airport for the 18th June at a cost of £15 each the money was taken from my card but I did not receive any confirmation that the booking had been made. Upon arrival there was no record of the booking, luckily the lounge was not busy so we were asked to pay £10 each to enter. We use LoungeKey regularly with out issue outside of the main busy periods. This is the first time we have pre booked a lounge to ensure we could guarantee getting in. I have sent two request via your website and have not received any response, hence writing this review.

ANA lounge in Porto Airport: absolutely discusting. No food, and when there was food it was stone COLD.. they just put out of the kitchen and its already cold.. very obvious that comes directly from the fridge. And its not sandwiches cold.. its deep fried stuff, spring rolls that are not crunchy.. because they were definetly in the fridge for HOURS. Coffee machine doesnt work.. glasses and forks are dirty.. with lipsticks on it.. DISCUSTING!!!
Staff is absolutely disrespectful and rude.
WORST EXPERIENCE IN LOUNGE EVER!
Is not worth a single cent and not worth a single minute of life.. Lounge Key will get a terrible reputation if its stays partner with a poor place like this.

At almost every lounge you hear sorry it's full. Please stop offering your membership to pepole. It's not worth it.

Not worth it at all.
No value card poor network and poor customer service. Worthless!!!

Horrible experience with LoungeKey. I have been getting turned down with my infinite Visa card - what an embarrassment and a shame for LoungeKey which used to be great. Lounges seem to be able to just say no availability and yet if I pay there is. What a joke

Tried to reserve at YOW, my Mastercard had to be updated, which I did no problem and hit the SENT key. Nope, would not take my info. "Try later" , I did and I did and I did. Mastercard told me my credit card is just fine. ....so I called their LoungeKey Canadian number. It rings and rings and rings...Tried the tel number several times. Checked the number.Just rings and rings. Hello, is anyone home?
Here is the big kicker for all of you members;
When I entered my MasterCard info and LoungeKey asked me to "try again and resend"...they charged me 1.32 CDN each time, that I found out an hour later after calling MasterCard. What???? LoungeKey asked me to resend the info! Which I did, but charged me, 7 times for each time I tried to update my account.
Dear God, how cheap can a company be.
Beware folks, they even charge you $1.32 to update your Password.
I have disputed these charges with MasterCard. No warning about the charges by the way.
I am with DragonPass.com now, thank goodness.
Update: you asked me to reply to your answer....how??? I cannot find a way to reply. Plus, if LoungeKey needed my account update with my MasterCard, how the heck did they manage to charge me 7 times on my MasterCard???

Nothing works, not even the registration. Lousy customer service. I think this is just a scam.

Same as all the other reviews. Get this "perk" as part of my HSBC premier account and I have never been able to access the lounge as they are full. Even today trying to pre book 6 months in advance and there is no availability although there is if I book directly.
Will be closing my HSBC account at the end of this period as gives me no perks