DragonPass Reviews 

Used Lounge key for years and had no problems. Moved to Dragon pass. Traveled through 4 airports this summer. Not one of them on there. What a pile of crap this thing is. Needs a massive boost of new airports. Poor performance from the dragon pass team. Master card in conjunction with HSBC

I have been a loyal customer for sometime, I recently had to cancel a trip and therefore could not use my last 2 passes as by the time I had rebooked my trip they had expired, I wrote to Dragon Pass and asked if They would extend the expiry date by 2 weeks, they flatly refused, whilst I understand it is company policy not extend passes this was exceptional circumstances as we had a bereavement and therefore couldn’t travel, I do find it narrow minded and a distinct lack of customer service not to be flexible in certain situations . I also really have to question why have an expiration date in the first place surely when you have purchased passes you should be able to use them on your own timescales! I will go back to my old provider as they don’t enforce this policy!

The plaza premium lounge at Heathrow terminal 5 is shocking. The food is awful the toilets are tiny and the bar doesn’t even have lime cordial.
The lounge is so small that I couldn’t find two seats together.
On top of that they have put a charge through to my credit card even though I pay a monthly membership fee.

I am paying £36 per month the higher tier to be able to use lounge access.
In uk manchester it is impossible in the last year and last 4 times even if you want to prebook one month in advance .
Holiday companies book the whole lounge leaving no space for members .
RBS must change from dragon pass to PRIORITY PASS immediately as dragon pass has v poor customer service and you seem to be troubling this company if you want a decent service .

I have now tried to use Dragon Pass to prebook on a number of occasions all out of Manchester. My flight is in 2 weeks on 12th August but both T2 lounges full. Annoyingly if I was prepared to pay there was space! I complained to RBS and they told me Dragon Pass have a quota of spaces which are taken. I never had this issue when RBS were using Priority Pass.

In the last 2 months, I have tried to use my Dragon Pass at several airports. In each case, I was unable to get in because of long waiting lists. In other words Dragon Pass is a waste of time and money. Don’t plan on getting your last minute meal before your flight there because it ain’t gonna happen!!

Arrived at the lounge in San Salvador to find they had little finger foods out. Priority pass vip lounge was packed and serving hot meals. I wish I could upload photos to show what they were serving. Why bother. This was a joke. Get a credit card that has priority pass if you travel. Dragonpass is definitely 1000% NOT worth it. Now to pass this along to the credit card company. If this is what my $400 annual fee gets, it's time to change cards.

Avoid DragonPass. Despite having lounge passes we had to argue with the Phuket lounge. Once we got in the lounge was disgusting! Horrible food, drinks and pathetic service. Mastercard refused to refund our lounge passes. Avoid them!

I have been a member with dragon pass for over 20 yrs through Barclays travel + through my account, it used to be brilliant with no access problems at any UK airport VIP lounges, now it is a waste of time as you cannot get in, On arrival at the Escape lounge Mcr airport T2 on the 20/06/24 at appro 04:00, at the desk "have you booked" I said I attempted to book well in advance but would not allow me. She then said the systems down and to try the Aspire lounge. This was in front of a queue of people eager to get in and was so embarrassing, We made our way to the Aspire lounge where the lady was lovely but she did say "I shouldn't let you in as I have already turned people away".!!! I felt like you have to plead to gain access. It seems like the Banks are selling a service they cant deliver on, so beware if you have a dragon pass you are treated like a lepper!!!
ps when we got home from holiday I attempted to book several times at different airports and different lounges/different times with the app, ALL SAID NO AVAILABILITY. Travel + pack with Barclays now cancelled after over 20yrs,

Absolutely a waste of time . I’ve tried reserving a pass 4 weeks in advance at Stansted on 3 separate occasions and it says it’s not available .
NatWest need to review this perk for their loyal customers !!!

Absolute rubbish in UK airports there is never any availability due to holiday companies taking up all the space, therefore people like me who pay for it via their Bank ( Natwest ) simply cannot use it.
Very rarely do you get a problem in International countries, but the UK forget it.
Travelled out of Manchester 26/6 Term 3 no space. Return from Alicante 03/7 lots of room.
My advice if your thinking of getting it don't.

It is linked to the credit card and I m grateful to the credit card, but dragon pass...pls give a pass, previously the credit card used plaza premium, and there are limited loungues...but with dragon pads the quality of loungues..plunges.. eg in Japan Narita, the loungue is outside the security and immigration clearance..... and in chong qing, the international first and business class loungues have food only before 0900 and after 1130. In between there is only onidtant noodles..at plaza premium loungues...it is food all round..

I have 2 free lounge entitlements per year (for myself and 1 guest) because of my CBA Ultimate credit card. I used it first on June 15 (Syd to SFO) but yesterday in my flight from SFO to Syd (China Airlines Lounge) when I had it scanned, Dragonpass charged me $32 USD x 2, amounting to $96.72AUD. I disputed it straightaway with the receptionist who scanned my QR code (for free entitlement) but she said, she didn’t know why I was charged when she just scanned the QR code. When I called CBA, who provided the credit card, I was told to raise it personally with Dragonpass because they said they could not do anything with it. Then, she gave me a UK number to call and 2 email addresses. CBA has the authority to dispute/reverse the transaction because they have promised the entitlement in writing, hence, I’m not sure why they’re passing the buck to me but they made it very inconvenient for me.

If there was less than 1 star I would give it - probably the worst experience ever for lounge bookings at airports. Even worse that it’s part of my NatWest Black Rewards programme. If I were NatWest I would be embarrassed to be affiliated with them.

Total waste of time , pass through Barclays insurance.Wont let you pre book and you can never get in lounges. Rip off.

Dreadful customer service. Used this pass for years but now they have removed the ability directly purchase additional visits on your app/card. I’m left with 3 visits but I am travelling as a party of 4 people and unable to add another visit. Ridiculous to remove this ability to buy visits. Customer service just ignore messages. Will absolutely not be renewing.

What a dreadful firm last night we got notification that our flight was cancelled about 48.3 hours before we departed not our fault but hugely stressful for our family- spent next 10 hours trying to ensure we could still go. I thought an easy fix would be the lounge as we had not used the voucher and there is always a queues so they would I thought transfer to our new departure date and airport without much fuss! How wrong was I they quoted their 48 hour rule and would not move it, no empathy or understanding just actually bank the money without any thought - every one else did the human thing and made a 24 hour change - Airline - hotel - cab firms - kennels for the dogs- work for time off ect - ABSOLUTELY NOT THIS LOT - you had the opportunity to do the right thing but didn’t shame on you! We will not use you again.

Here is the shocking response just under the 48 hours!

“Good Afternoon,

Thank you for your email.
Unfortunately, it is not possible to amend or cancel a lounge booking without at least 48 hours’ notice prior.

Kind regards
Nazmeen
The DragonPass Premier+ Team”

refused entry into Aspire 41 lounge as "too early"!
Prebooked and paid for myself and wife - charged again on dragonpass card.
Staff in lounge not willing to provide details of food allergens - totally useless and putting customers at risk!

I was notified on the 23rd November 2023 that Virgin Money would no longer be using Dragonpass service as from 1st February 2024. Any outstanding purchases made by myself would be refunded. At the time of account closure there were 2 purchased passes remaining and 6 from Virgin Money.

So here we are some 5 months later, I’m still waiting for the refund for these purchased passes which were made on the 23rd March 2020, start of Covid era.

Numerous emails back and forth from various people, no surname just first name, could be the same person just using another name.

Excuses, we have no record of these purchases, can you send proof of purchase! Proof of purchase was sent a month ago, snapshot of bank transaction. Still no response! Its been forwarded on to another department etc.

Small Claims court on the horizon, not just for the £30 for the passes but Interest and my time spent on this matter.

Be very wary of purchasing passes out of your own pocket with Dragonpass, in fact they closed online purchases on their website last month.

Very, very disappointed with their so-called Customer Service Department, if in fact there actual is one!

Last week another travelling couple together with my wife and I experienced a great deal of dissatisfaction with the lounge facilities at Fukuoka Airport used by MasterCard DragonPass holders.
As frequent travellers, we have experienced various airport lounges but this was probably the worst encounter we've had.

The primary issue was the lack of amenities beyond provision of a basic coffee through a dispensing machine in a paper cup. While free coffee is appreciated, this was the only offering available. There were no other complimentary refreshments or snacks/light meals offered as in many other airport lounges around the world. Light meals had to be ordered and paid for separately.
Had we known about the lack of food facilities we would not have gone into the lounge. We eventually sought our breakfast at the 7-11 store nearby instead.

I would urge appropriate action be taken to improve this for the many travellers to that part of the world.