What an absolute scam. Third time this year, Manchester Airport terminal two not available to press book lounges, so six further passes have had to be purchased separately via different companies... See more
Company replied
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Review summary
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Reviews shaping this summary
No previous mention that you pay to stay 2 hours when you clearly booked for 5. You are told that you can re-enter for another 2 hours based on availability but, of course, the system refuses you. Ins... See more
2nd time denied entry to Manchester airport terminal 2 escape lounge even though lounge is totally empty, dragon pass puts you bottom priority + corrupt Manchester airport escape lounge prefer to wa... See more
Absolutely shocking service, cannot believe that the cooperative bank use them to provide offers to their customers. Trying to book airport lounge 5 months ahead of travel nothing bookable throug... See more
Company replied
1.4
Bad
462 reviews
Replied to 73% of negative reviews
Typically replies within 2 weeks
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Absolutely shocking service
Absolutely shocking service, cannot believe that the cooperative bank use them to provide offers to their customers.
Trying to book airport lounge 5 months ahead of travel nothing bookable through them but can book direct with the airport lounge . They don’t even want to try and assist .
Tried booking last year as well exactly the same unable to book.
Customer service non existent. I will be feeding back to coop bank
December 29, 2025
Unprompted review
Reply from DragonPass
Dear Andrew,
Thank you for taking the time to share your feedback.
We sincerely apologise for the inconvenience you have experienced when attempting to pre‑book an airport lounge through our platform.
To enable us to investigate this matter in greater detail, we have requested additional information from you via Trustpilot. Once received, we will contact you directly so that we may better understand the circumstances and address your concerns thoroughly.
We appreciate your patience and the opportunity to review and improve our service.
Kind regards,
Dragonpass Customer Experience Team
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DO NOT USE AVOID AVOID AVOID MADE A…
DO NOT USE AVOID AVOID AVOID MADE A MISTAKE ON BOOKING TRIED INFINATE TIMES TO CALL SO HAD TO CANCEL REFUSE REFUND. CON ARTISTS
December 3, 2025
Unprompted review
Reply from DragonPass
Thank you for sharing your concerns with us.
We apologise for the inconvenience caused and regret that your experience fell short of what we strive to deliver.
To help us look into this matter thoroughly and provide the right support, we have requested some additional details from you. Once we have this information, we will be able to reach out to you directly to better understand what happened and work toward a resolution.
Thank you for your patience while we investigate this further.
If there is anything else you would like to add in the meantime, please feel free to let us know.
Best regards,
Dragonpass Customer Experience Team
DragonPass not available
I was never able to use my lounge access because it wasn't available in the airports i frequent, and it is always packed in Manila's airports. So we just go to the coffee shop or restau in front of it. The access was offered for free for a credit card company as a come on to those who travel often. perhaps they offered it freely to too many. might as well cancel the free offer to give more access to paying patrons.
November 15, 2025
Unprompted review
Reply from DragonPass
Dear Randy,
Thank you for sharing your feedback, and please accept our sincere apologies for the inconvenience you have experienced with lounge access availability. We recognise how disappointing it can be when a benefit intended to support your travels cannot be utilised as expected.
To ensure we can review this situation thoroughly and address your concerns appropriately, we have requested further details from you so that we can reach out to you directly.
Thank you for taking the time to share your experience with us; we remain committed to supporting you further.
Kind regards,
Dragonpass Customer Experience Team
Poor Customer Service
I have access to lounge passes from DragonPass Plus through my Bank but recently I bought two additional passes from DragonPass and pre booked the lounge a month before my flight. When I arrived at Heathrow T5 I found out that the particular lounge we booked through them was shut due to a water leak. Okay, things like this happen which we accept BUT what has happened since is that DragonPass have refused to reimburse me the cost of the lounges or even offered me two lounge credits stating that their terms & conditions allowed them to state that the situation was an “Act of God” and outside of their control and therefore not liable to reimburse me in any way. They suggested I make a claim on my travel insurance. Apalling behaviour/Apalling customer service/Apalling attitude. Don’t use them! Go elsewhere.
November 23, 2025
Unprompted review
Reply from DragonPass
Dear Chris,
Thank you for bringing this matter to our attention.
We regret to learn of the inconvenience you experienced upon arrival at Heathrow Terminal 5 and fully recognise the disruption caused by the lounge closure. While unforeseen operational issues can occur, we understand that this does not lessen the impact on your travel plans, particularly when reservation was arranged well in advance.
We acknowledge your concerns regarding the subsequent handling of your request, and we appreciate the opportunity to review this situation more thoroughly.
To ensure we can conduct a comprehensive assessment, we have reached out via Trustpilot to request further information from you privately. Once received, we will be able to investigate the matter in greater depth and engage with you directly regarding the next steps.
Thank you again for taking the time to provide this feedback. We remain committed to addressing your concerns and improving the experience for our customers.
Kind regards,
Dragonpass Customer Experience Team
Waste of time.
Waste of time.
Turned away every time at airport lounges due to various excuses that they were too busy, full, come back in an hour, try again later, etc, etc.
Then as you walk away someone with a business class ticket gets let in.
I've been turned away over 6 times.
Your pass is worthless at airport lounges.
Don't ask for further details so you can investigate because I'm not interested unless you're going to compensate me.
Are you going to compensate me?
November 22, 2025
Unprompted review
Reply from DragonPass
Thank you for sharing your experience with us.
We sincerely regret the inconvenience you have faced when trying to access airport lounges with your membership. We understand how frustrating this must have been, and we truly value your feedback.
Please note that we request additional information to review each case individually and explore options for resolution for our members where possible.
We have now sent a request to obtain more details from you so that we could reach out to you directly, should you wish for us to do so. This would allow us to carry out a thorough investigation regarding your membership and the lounges you have attempted to visit, and see how we can best support you.
Thank you for your patience and for bringing this matter to our attention.
Kind regards,
Dragonpass Customer Experience Team
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scam and charge my money with no…
scam and charge my money with no permission
November 20, 2025
Unprompted review
Reply from DragonPass
Dear Helen,
Thank you for your feedback. We acknowledge your concern and appreciate you bringing this matter to our attention.
To help us investigate and resolve this situation promptly, we have requested additional details from you. Once received, we will reach out to you directly to discuss the matter in greater depth and ensure appropriate corrective measures are taken.
We appreciate your patience and the opportunity to address this concern.
Kind regards,
Dragonpass Customer Experience Team
A scam!
If I could leave a negative review I would. Impoosible to get any value as there is never any availability.
Absolute waste if money
November 19, 2025
Unprompted review
Reply from DragonPass
Thank you for sharing your feedback.
We truly regret the frustration and disappointment you’ve experienced, and we understand how important it is for you to receive the value you expect.
To assist you promptly and address this matter in depth, we’ve requested additional details from you so that we can reach out to you directly.
We appreciate your patience and cooperation, and we’re committed to improving your experience.
Best regards,
Dragonpass Customer Experience Team
Luxury Sedan is a hoax
Ordered a Luxury Sedan for airport transfer to give my family a luxurious start to the holiday. What turned up was a regular cab, a driver wearing a hoodie - a car smelling of cigarettes and so far away from a sedan model that you can imagine. Why on earth do you charge 5 times the price of a regular cab for such a poor experience?
No service, no greetings, no water or anything to improve the trip.
horrible, don't use their airport transfer in Denmark, it is an absolute joke.
Booking ID: CO198009744151252992
November 3, 2025
Unprompted review
Reply from DragonPass
Thank you for sharing your feedback with us.
We truly regret to hear that your recent airport transfer did not meet your expectations. The situation you described is far below the level of quality and comfort we strive to deliver, and we fully understand your disappointment.
To enable us to investigate this situation thoroughly, we have requested additional details from you. Once received, we will reach out to you directly to discuss the matter in greater depth and ensure appropriate corrective measures are taken.
We appreciate your patience and the opportunity to address this concern.
Kind regards,
Dragonpass Customer Experience Team
Dragon pass is a waste of money
If it’s not your fault and you miss your lounge visit time Dragon pass will not refund your pass !!! Customer service is useless
October 8, 2025
Unprompted review
Reply from DragonPass
Dear Gordon,
Thank you once again for taking the time to share your feedback and experience with us.
Following our recent correspondence, we are pleased that this matter has been successfully resolved.
Should you require any further assistance or have additional queries, please do not hesitate to contact us. Our team remains committed to ensuring that all concerns are addressed promptly and satisfactorily.
Best regards,
Dragonpass Customer Experience Team
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Start using dragon pass in KLIA
Start using dragon pass in KLIA . And i really thank ti dragon pass service give me for free meals in PLAZA PREMIUM KLIA1
November 5, 2025
Unprompted review
Reply from DragonPass
Thank you so much for your kind words!
We are thrilled to hear that you enjoyed using your Dragonpass at Kuala Lumpur International Airport and that the experience at Plaza Premium Lounge made your journey more comfortable.
Your feedback means a lot to us, and we are committed to continuing to provide great benefits and seamless travel experiences.
We truly appreciate you taking the time to share your feedback with us and we look forward to serving you again on your future trips!
Warm regards,
Dragonpass Customer Experience Team
Rubbish
Rubbish, Barclays Bank need to take action against this company. We will be complaining there as well. They send off standard responses. We were even told they were unable to access our records, despite having been a fully paid member for several years.
October 28, 2025
Unprompted review
Reply from DragonPass
We appreciate you taking the time to share your experience.
We are very sorry for the inconvenience you've encountered, and we completely understand how disappointing this must have been, especially considering your long-standing membership.
We have reached out to request additional details from you so that we can better understand the situation and follow up with you directly. Our intention is always to provide meaningful support.
Please rest assured that we are taking your concerns seriously and are committed to resolving this matter.
Kind regards,
Dragonpass Customer Experience Team
Stay clear they happy to take your…
Stay clear they happy to take your money but when it comes to using the pass to access lounges you get turned away and if it’s purchased and not used within 14 days you can not receive a refund for unused lounge passes shocking will never use again absolute waste of money ( update on my previous review (16/11/25) if you planning on using this at Orlando International airport dragon passes are not accepted as I’ve just tried and was told this by the member of staff who works in the lounge at MCO ) amazing work dragon pass absolutely shocking was purchased through revolut if you do use revolut stay well clear of dragon pass they aren’t worth anything you would be just throwing your money away.
November 2, 2025
Unprompted review
Reply from DragonPass
Dear Adam,
Thank you for sharing your experience. We are truly sorry to hear that you have encountered difficulties when trying to use your membership to access the lounge.
To help us better understand what happened and to see how we may assist further, we have reached out requesting additional details. Once we have more context, we’d be happy to look into this more deeply and see what can be done.
Thank you again for bringing this to our attention.
Kind regards,
Dragonpass Customer Experience Team
Would give a zero
Would give a zero. Save your money. Tell Barclays they are useless and it is all a scam.
October 8, 2025
Unprompted review
Reply from DragonPass
Thank you for your feedback. We regret that your experience did not meet expectations and appreciate you bringing it to our attention.
We have requested additional details from you so that we can reach out to you directly in order to better understand the situation you have encountered.
Your feedback is important to us, and we are committed to investigating this thoroughly and reaching a resolution as soon as possible.
Kind regards,
Dragonpass Customer Experience Team
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Dissatisfied
I prebooked my lounged time in correctly. In stead of 7:15 pm I booked 7:15 am. When I got there they said there was nothing they could do and that this error happens to a lot of people. They charged me for another two passes and said I just need to let your company know and you would refund me back. Well I received your response and it advised that it is your policy not to do these types of refund and there was nothing that could be done. In other words too bad so sad. I’m in the customer service industry and I know there’s exceptions to every rule. And this is a legitimate exception. Most of the years I’ve had the passes I have not been able to use it as you can never get into the lounge. Well I don’t see any refunds to be for those. Very dissatisfied.
October 9, 2025
Unprompted review
Reply from DragonPass
Dear Wendy,
Thank you for taking the time to share your experience. We're sorry to hear about the inconvenience you faced with your lounge pre-booking.
We understand how disappointing it must have been to arrive at the lounge only to discover the booking error, especially given that you made the pre-booking in advance.
To help us investigate this matter further and explore possible solutions, we’ve requested additional details from you so we can contact you directly and understand this situation in more depth.
Thank you again for your patience and for bringing this to our attention.
Kind regards,
Dragonpass Customer Experience Team
No access to Escape lounge Stansted eight weeks ahead.
Tried to book access to the Escape Lounge, Stansted over eight weeks in advance and no spaces available for DragonPass members. Waste of time. I will be moving from Coop Bank as this was the only benefit keeping me with them.
October 21, 2025
Unprompted review
Reply from DragonPass
Thank you for reaching out and sharing your experience regarding the Escape Lounge booking at Stansted Airport. We sincerely apologize for the inconvenience and frustration caused by the lack of timeslot availability, especially given your efforts to book well in advance.
To help us investigate this matter further and explore possible resolutions, we’ve requested additional details from you. Once received, we’ll reach out directly to better understand the situation and ensure your concerns are addressed appropriately.
Your feedback is incredibly valuable, and we appreciate your patience as we work to improve the experience for our members.
Kind regards,
Dragonpass Customer Experience Team
Very Poor - Nice Airport T2
There is no lounge available from DragonPass at Nice T2, despite there being more than 2 lounges in terminal. The staff at reception at one of lounges told me that Dragon would not pay their rates. Clearly Dragon are tight and only go for the absolute cheapest lounges. I would expect more from my account linked to my NatWest Bank account.
October 17, 2025
Unprompted review
Reply from DragonPass
Thank you for taking the time to share your recent experience regarding lounge access at Nice Airport (Terminal 2).
We sincerely apologise for the inconvenience you encountered and understand how frustrating it must have been to find that no lounges were available through your Dragonpass membership, despite there being a few options at the terminal.
To help us investigate this matter further and ensure we can address it appropriately, we’ve requested additional details from you, which we have now received. This will allow us to reach out to you directly and understand the situation in more depth.
Your feedback is important to us, and we are committed to improving your experience.
Thank you again for bringing this to our attention.
Kind regards,
Dragonpass Customer Experience Team
The Dragon Pass team's customer service…
The Dragon Pass team's customer service knocked it out of the park! They took time to understand my difficulty and they went above and beyond to rectify it. Special thanks to Joe who delt with my case. 5 stars!
September 29, 2025
Unprompted review
Reply from DragonPass
Thank you so much for your kind words!
We’re absolutely delighted to hear that our Customer Experience Team was able to support you effectively and that Joe made a positive impact on your experience. We truly appreciate you taking the time to share your thoughtful feedback as it means a lot to us.
Your satisfaction is our top priority, and it’s wonderful to know we were able to go above and beyond for you. We’ve passed your appreciation on to Joe and the rest of the team.
Thanks again for the 5-star rating! We look forward to welcoming you again soon!
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Atrocious customer service and woeful…
Atrocious customer service and woeful investigation to a potential fraud case.
I’ve been charged for use of lounges despite being assured that it wouldn’t be the case from both customer services members at terminals.
Encountered unrecognised charges several weeks later, which raised with fraud department at bank.
Asked for an escalation when realised what it was for. Call handler apologised and accepted that DragonPass had made an error. Asked for escalation, only to Assurant who deal with this to try to disregard any accountability, citing terms and conditions that aren’t directly associated. Furthermore given context they are effectively null and void - very valid arguments for deception and misrepresentation.
September 24, 2025
Unprompted review
Reply from DragonPass
Thank you for bringing this matter to our attention.
We sincerely apologise for the inconvenience and frustration caused by the unexpected lounge charges and the handling of your case.
Your feedback is extremely valuable, and we are committed to ensuring that your concerns are addressed appropriately.
We have requested more details through Trustpilot, so that we can follow up with you directly and conduct a thorough review of this situation.
We appreciate your patience and will be in touch shortly once your details have been received to continue the investigation.
Thank you again for taking the time to share your feedback.
Kind regards,
Dragonpass Customer Experience Team
Manchester Airport refused entry (again)
Manchester Airport T2
If you thought T1 was bad, T2 is worse!
Both Aspire and Escape refuse entry!
Staff say “have you booked “ well no because you can’t!
Then “we’re full” when empty.
The staff are obviously following a scripted protocol but are lying!
Rest of world is OK, it’s just Manchester
Latest experience was T2 Escape 8th September.
September 8, 2025
Unprompted review
Reply from DragonPass
Thank you for sharing your recent experience at Manchester Airport. We are genuinely sorry to hear about the difficulties you faced with the Lounge access.
Your feedback if very important to us as it helps us identify areas where we can work with our lounge partners to improve transparency, booking accessibility, and customer service protocols. We are committed to enhancing the experience for all our members and will ensure your comments are shared with the relevant teams.
We have requested further details from you through Trustpilot, so that we can follow up with you directly and address your concerns appropriately.
Thank you again for bringing this to our attention, and we hope your future lounge visits are much smoother.
Kind regards,
Dragonpass Customer Experience Team
Easy to use app and great choice
App was really easy to use to access Liverpool airport Lounge. Didn’t have a booking, but they still accommodated. Great choice of food and drink available. Would use again.
September 7, 2025
Unprompted review
Reply from DragonPass
Thank you so much for your kind feedback! We’re really pleased to hear you enjoyed your experience using the app and visiting the Liverpool Airport Lounge.
Hearing that you found the app easy to use and appreciated the great choice of food and drink, and that you’d use us again, is wonderful to hear. We look forward to welcoming you back soon!
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