LoungeKey Reviews 241

Chicago O’hare terminal 5. The lounge provided in the app (Swissport) does rarely except Lounge Key, claiming they are full. When they on occasion let you in they treat you like a second class citizen, ordering all “lounge key holders” to leave at certain points.

Information at the reception say “we mainly only accept Lounge Key between 7 am and 3 pm. (Most European flights and hence the need of a lounge for us Europeans leave late afternoon or in the evening.) Information in the app lets you know it’s between 7 am and 9 pm and “periodically restricted access after 3 pm”. (It’s not periodically, but every day). The app doesn’t provide anywhere to report this misinformation.

I wish Lounge Key at least would offer an option like at some other airports with no lounge access, like a voucher to one or more of the terminal’s restaurants.

Lounge Key is NOT worth it if you’re a frequent traveler from Chicago O’hare terminal 5.

I can’t even give 1 rating, I used my HDFC regalia card to check if I have the complimentary access at JFK today 19th may 2024 8:11 pm 5835 INR was deducted which is around 70 dollars. The attendant was not responsive. I haven’t checked in to the lounge as well . All she does is that she showed her system and said your name is not here you have to dispute to your bank but the transactions clearly says the time and their lounge key com about the money deducted. I am not even sure if I will get my money back. This moreover looks like stealing as they took it without my authorisation

Worst company ever seen.They mentioned i had free lounge access in Madinah airport and after few days a certain amount got debited from my bank account.I tried reaching out but didn't get any response from the team

How do companies this incompetent stay in business? Cannot see where their lounges are with setting up an account. Can't set up an account because both the app and the website do not allow you to enter your details. I messaged customer support and the sent back a generic reply that in no way reflected my issues.

Used LoungeKey today for the first time. Registration was unproblematic. LoungeKey accepted without problems at Stavanger airport. Wanted to share, due to all the negative reviews.
Edit: No problems at Schipol at the Aspire lounge either (which is a perfectly ok lounge)

Since my first review I have to update my opinion to a more positive one.
After a second try, the customer service was quick to respond and gave me information about my problem with the update and the accidental deletion of the account I had.
However, my critic remains for the app itself. Trying to update my credit card that was renewed and just getting a message with "try again" is very poor. There should be some kind of error-message following this message to identify what is wrong. Instead, I was all at sea wondering if there was something wrong with my input or with the system or god-knows-what.

Firstly, update the credit card doesn't work, it says "Error, try again!".
Then I deleted my account by mistake and cannot retrieve it or register it again since the card-details are still attached to my deleted account.
I have been trying to reach out to the customer service via email, but after a week I still haven't received any answer.

Does not work, pointless. Just got out of Cambden bar @ Stansted Airport wasting 15min just to get told "Sorry, seems it is not working." Waste of time.

I have really rarely been able to access any lounge with the priority pass, just last week on my way back from JFK, all 4 lounges again was full, 1.45H wait. and again the same with Heathrow a few months back
I honestly don't think it's worth it anymore so I have stopped spending time trying to locate a lounge.. and actually deliver back my mastercard

Lounges are always full. Bad service, dirty lounges

I don’t work for LoungeKey but I notice that most reviews blame LoungeKey for being told the lounge is full which is unfair.
I haven’t had a single issue in many years with LoungeKey. Your card issuer makes an agreement with LoungeKey, if you have a problem, bring it up with them and not LoungeKey. The terms and conditions say it’s subject to availability and this is the same with ever other airport lounge membership and I know because I used to have Priority Pass before my bank changed to LoungeKey.
I’ve been refused at some lounges and I appreciate it’s frustrating specially in the UK, when most people in the lounges are in such desperation to empty the bar, to the point that some lounges, like Leeds airport now charge extra for a glass of Prosecco. Although I must say that in most occasions I have been let in. I am a solo traveler most of the time, so perhaps this makes things easier and the times I’ve been refused I am put on a wait list and they inform me when I can come.
But please give LoungeKey a break and stop putting up here issues that relate to your card issuer unless you have purchased a membership with Loungekey directly.
Enjoy your stay at the airport and don’t be so bitter.

I’m with Monzo premium, I signed up for discounted lounge access being one of the perks, I booked a slot ahead of time for £6 but upon arrival I had to pay £24 anyway, which is the full price of lounge access, so that means the only way you can get discounted lounge access is to take a gamble and hope that they have availability, which negates the point of me attempting to get a discount in the first place as airport lounges are ALWAYS busy.

Not to mention the fact I pre booked a slot for £6 and yet no1 lounge was too busy to take me and I got bumped to a different lounge in the end anyway…

So in short:
LoungeKey access is only discounted if you don’t pre book and gamble there being availability in the lounge, utterly dissatisfied, totally negates any discount.

Pretty much the same as every other review on here. I have a Lounge Key as part of a paid credit card, but when I try to access the lounge I am told it's full. Unable to book in advance without being asked to pay for what is supposed to be a free / complimentary service.

This company looks like a total fraud. First of all, had trouble making an account. After umpteen trials, got an account and just used the Loungekey once. When the Credit card expired, just could not update the app with the new Credit card nor was able to make a new account with the New credit card. The app kept saying that the account already exists.

Hence, at Zurich airport, they would not let me use the lounge though I had the app showing that I have 6 times usage and also I had both the Credit cards.

A very frustrated user.

Never reply an email...
"No, I accidentally deleted my Loungekey account and can't login, nor register again with the same credit card for a new account.
Please help me recover my account or register a new one. TY."
______________________
Ps:
Still, can't access my account!
This auto reply thing won't help at all. This is NOT password reset enquiry. So much frustrated!

***Hello Thanh,

Thank you for getting in touch about your online account access.

I would like to let you know the password you created previously is blocking you from activating your online account, currently we are having a technical glitch on our website which will not allow you to update your online profile.

I have escalated the resetting of your online account to the relevant department. Please allow sufficient time for your online account to be reset, you will receive email communication from us once it has been done.

Thank you for contacting us, we are available 24/7 if you need anymore help.

Kind regards,

Kyle Van Diemen***

Terrible customer service, I’m in Adelaide went to 2 places (coopers ale house and Pantry) that in my app is showing that I’m allowed to go to but it is giving me a error code 622, I called the customer service after 3 attempts I could talk with someone that asked my details and tried to solve my problem other than that just put me hold without ask my customer number, that’s not the way to treat a customer. I have used my account before without trouble. But I’m not happy with the customer service, and if it is showing in the app that is available to I use it, how I can not use the service?

The worst customer service I have ever encountered.
1st one promised to send details over email and never did.
2nd one promised to do the same while keeping me on hold and disconnected my call. Email still not received.
3rd one promised to connect me with supervisor and disconnected me.
I won't stop calling until I get needed service!

*I visited the New Delhi Airport Terminal 3 Encalm lounge on Dec 17 and was denied entry as they said the Masterkey Lounge key wasnt accepted and the transaction was declined(I have yearly 4 free visits entitled) . It was the worst experience ever and the customer service of Lounge key is even worse- no response till date even after I reached out on dec 17 . Never again will I use this service again

They secretly charged me even though the Loungekey app said I still have 1 free visit! And they told me my last visit was counted as 2 because I brought a guest! But I clearly remembered they told me my guest visit is complimentary! They provide misleading and unclear information so they can charge you secretly !! The customer service even asked me have I read the welcome package carefully?!?! Seriously?! This can be called customer service?

We have this through crypto.com and it's been brilliant, I suggest many issues people have is down to their banks not being clear about charges (it's free with crypto.com but I believe many cards only offer reduced rates)

Only concern is the coverage in USA seems poor but maybe this is a US thing.

I had no issues un recent months with lounge key. App definitely improved