LoungeKey Reviews 241

Zero if i could. 4 turned up this morning and declined access to lounge. Told not booked but no facility to book. I have another 4 passes that will probably end up the same. Loungekey wont refund for a service they cannot provide. No terms and conditions to say. Do not waste money and i want my money back!!!!!!
UPDATE
loungekey requested my contact information saying they wanted discuss. Still waitkng in that call. Im still £160 out of pocket and really wishing i would have booked direct for the last lot as cannot prebook. I will have to book direct for my next 2 trips costing even more. Loungekey = utter shambles.
Update 2.
Still no contact from Loungekey. I have tried to book a lounge at the airport directly but no spaces left. Dissapointed daughter as travelling for her 21st. Summary. No spaces left for direct booking. (I had arranged loungkey back in May!!!) No chance of using loungekey pass as you will be turned away. Still out of pocket and contact from loungekey. Glad I'm not holding my breath.

For all UK AIRPORTS.
Just think twice. They have to book before and never has vacancy.
So many times you can't go inside.
Just in UK Is like this. Worth place on earth!!!!

What a waste of time loungekey is no access to lounges as first class and business only .offered twenty minutes no point will be contacting bank to cancel the money i pay for this service. Thanks loungekey. Hope this helps other users wasting there money.

Although I have registered well in advance, the machine at the registration desk in lounges denies my access. I have the welcome email etc from lounge key but their system is a mess. Not the first time this happened.

One more time lounge key is uselees (LGW 15/06). Waste of time to even bother checking the lounges who are consistently unavailable to lounge key members .

No point paying the extra for a 'premium' HSBC credit card, will cancel next year

As others have said, have as a so called 'benefit' of my HSBC premier card.
Never used to have any trouble using lounges in walk up. Last couple of years it's been utterly pointless.
The others are right you can't register online to book ahead, the website doesn't work, they never reply to enquiries.
Manchester and East Midlands multiple terminals multiple times a year constantly turned away due to lack of space.
Just had someone with an attitude in Manchester T3 tell me they don't accept loungekey whilst sat next to a sign with the logo on...!
It's actually more hassle trying to use this 'perk' than it's worth. Will be moving credit cards shortly

## loungekeys response fails to recognise that as others have said it's not possible to use the benefit when booking ahead with the lounge as theres no way to register the card /benefit for them so you end up paying full price. Utter clowns

Several years ago we switched our HSBC Credit Card to Premiere for several of their benefits one of which was Lounge Key. HSBC and Lounge Key don’t have their act together; we cannot establish a lounge key account for reservations. They blame HSBC, and HSBC blames them. Lounge Key doesn’t respond to any of our emails; their customer service is atrocious.

Prior to the pandemic we were able to access participating lounges, however for the past two years we’ve barely been able to get into any Lounge Key lounge. Apparently they now want you to pay for a reservation in advance of your visit; we’re unable to do that because they won’t establish our account. We fly internationally several times per month; I flew out of JFK yesterday, and like every other Lounge Key lounge they had a sign up that they couldn’t accommodate Lounge Key customers without an advance reservation. It’s a complete joke.

We won’t be renewing our current HSBC card despite being a Premier customer; any card offering Lounge Key isn’t worth the expense as you can’t use it!

I used to use my mastercard at lounges everywhere and was never charged, used the lounge pass at Barhrain Airport to ENQUIRE if I could enter a lounge.

I did not enter because they couldn't tell me if Loungekey would charge me.

2 minutes later I got an alert saying I'd been charged the standard $32 USD. I will be updating this review to see if it is refunded easily. Have proof I didn't enter the establishment from the staff at the counter- let's see.

Update - had an email from LoungeKey saying I wasn't charged so that's promising

Non-existent customer service

Was double charged, have tried to contact them to get this rectified, has been 2 weeks and no response yet

This is despite a number of follow up emails asking about the status of the initial email I sent

EDIT: 22/05/23

I've responded to LoungeKey's message below yet they still haven't replied...ironic they've just highlighted the very issue I've brought up in this review.

EDIT: 25/05/23

Their claims that I used my one free guest visit when visiting Big Smoke Taphouse is FALSE because it's after the fiasco I had at Big Smoke Taphouse that I called up customer service complaining to them and they awarded me a free guest pass!

Their customer service is so bad they can't even get the story straight and then lie on Trust Pilot so other potential customers don't see their underhanded tactics....make of that what you will!

I have an email to prove they gave me the free guest pass ON October, 11, 2022... after I called up about the fiasco I had at Big Smoke Taphouse that day...total scammers it's laughable.

If I could submit photos here I'd show you their lies.

15/06/23

Responding to their most recent message

They keep mentioning my free guest pass was used during my visit to the Smoke House... HOWEVER, they seem to be willfully IGNORING the fact I was given my free guest pass AFTER I called and complained about the situation that AROSE at the smoke house!! How can I have used my free guess pass at the smoke house when I was given it AFTER THE INCIDENT OCCURED? They say I wasn't charged for my guest to the Smoke House but I was!

Total liars. I am cancelling my subscription and will NEVER use LoungeKey again. It's not so much it's the issue that arose, it's the repeated lying they are doing to try and get out of it. Shocking. Trading standards should look into this company!

If you do not hear back from me further it means that the refund they've promised me below has never been issued!

24/06/23

Still no refund...looks like they mentioned that just to try and fool People seeing this review to think they have good customer service

28/06/23

Still no refund...I think they just said they'd refund me as it looks good on their response and it gives the illusion for people scrolling by that they dealt with the issue. But once again, like with the original issue, they haven't dealt with it, and have lied about dealing with it.

20/07/23

Still haven't received the refund, so it looks like they've lied about that too. Pathetic.

15/08/23

Still no word from them, still no refund. Liars and con artists.

17/09/23

Still no refund, still no correspondence....not even an email...looks like that's another thing they lied about

22/10/23

Still no refund....

Changed my card due to the benefits of lounge key access being offered ,
Tried it all the lounges at Birmingham international UK.
Told at all 3 , not accepting lounge key as space for walk in or business only.

I will be changing my card again as pretty useless

I really liked it, so far no any problems with it, I already used it in Ireland, Dubai, Malaysia, Taiwan... I don't understand why so many bad reviews...

Tried on 4 trips through Manchester Airport and can never get into the t2 escape lounge its always full even when the airport is quiet! Totally useless card

As stated previously, not to have lounge access in Heathrow Terminal 2 is pathetic. Couldn’t recommend this to anyone.

Useless LoungeKey "Benefit" at Atlanta Airport

I usually don't write reviews, but my experience with LoungeKey was so appalling that I had to share it. I got LoungeKey access for free with my Obsidian Visa card, and I was initially excited to use it during my travels. However, my experience at Atlanta airport was nothing short of disastrous.

First off, there was no lounge available, but the app informed me that I would get a $28 food discount ($48 with a guest) at Samuel Adams Brew House. My guest and I decided to enjoy some food and drinks there. But when it was time to pay, the attendant told us that their machine didn't recognize my card. We tried everything - the app's QR code, manually entering the card number, and even the membership number. Nothing worked.

Our flight was about to leave, so I had no choice but to pay for everything myself. I thought I'd be able to resolve the issue with LoungeKey customer service after my trip. I had receipts and photos as proof, but to my surprise, they were entirely unhelpful. They claimed I should have called them at the time, waited on hold, and then somehow gotten the attendant to resolve the issue by talking to the customer service agent. This is utterly ridiculous.

LoungeKey did not apologize or offer any assistance. I am disgusted by their complete lack of care and responsibility. I will not recommend anyone to get a card based on LoungeKey membership. If you want a card with real travel benefits, consider the Amex Platinum, which offers far superior lounge access and customer service.

Edit: Pathetic response from the team, nothing but expected from a company like this.

The fact they monitor the reviews here so quickly means they're well aware of how many 1 star reviews they get. Maybe fix the service instead of giving pathetic excuses on trustpilot.

Travelling to Istanbul, Loungekey really came in handy at the Doha airport for our long layover so i trusted the company and app.

On our return, I booked an airport tranfer vehicle using the loungekey app. loungekey then sent an email using a CollinsGroup_loungekey email address.
The voucher had all the necessary details and the fact that I booked and paid extra for a vehicle that could carry up to 20 pieces of luggage as we were a group of 8 and the other vehicles sizes would not have sufficed.

On the day of pick-up, the driver shows up with a vehicle that is definetly not the size that i have booked and our luggage is unable to fit. The driver insists that it would fit if we stored luggage where we are meant to sit which was also nwver going to be enough space.
I contacted the company thay Loungekey were using and they informed me that the booking that they received from Loungekey did not specify the size of vehicle and just that there were 8 passengers.

I then asked for a refund as there was no bigger vehicle available (which i had already paid for). They informed me that k would have to sort a refund out with Loungekey.

The came the massive task of trying and failing multiple times to find a course of communication with them. The email address used to send me my voucher does not allow me to reply, the voucher has no contact details whatsoever, the loungekey app does not have any email address that i can contact.
I went to 'manage my booking' and i get taken to a 'cartrawler' website where I chat to a bot. The bot asks me to explain what happened but does not allow me to type anything so the complaint nevee goes through.

I am absolutely appalled that Visa/mastercard would allow their trusted customers this type of unprofessional and unreliable service.

I lool forward to hearing from someone at Loungekey regarding my refund.

When a lounge exists, and they are few per airport, usually they are full and the client needs to wait on a queue (outstanding service!). Sometimes lounge employees enjoy themselves making the clientes move from lounge to lounge, like today (I believe they use this strategy to keep the customer busy and happy). Then you can only use the lounge 3hr before departure, which means that the cliente can only use 1:30 since boarding for international flights require traveler to be at the gate early. The whole lounge concept relays on resting and work while traveling…is not just about drinking/food. LoungeKey got it wrong.

I don’t recommend this LoungeKey to anyone. It’s mystery why Visa/Mastercard have their name associated to such low quality service. The first thing I’ll do tomorrow is to cancel my Credit card that costs me 250dollars/year (I get the same using a free one)

Ps: don’t call help line, they will just agree with you about the bad quality service and recommend to you to give up if you don’t like.

I've never gotten this to work in any airport I've been

There is a distinct lack of lounges at Heathrow. This has occurred over the last few years because of a cancellation of contract with plaza. As a UK resident I use Heathrow regularly and at such a major airport I would expect lounge access at every terminal. When will this happen?

The whole Loungekey operation is a joke and misrepresents its supposed services. The lounges rarely allow access as they are so often full. It is actually tiring.This product is sold to me via my bank and I pay for it via the substantial annual fee. Enough is enough, I have written to the CEO of HSBC demanding a partial refund of my annual fee and compensation for my wasted time dealing with this cowboy outfit.