LoungeKey Reviews 240

SCAM… makes you think it’s £6 then you turn up to the lounge and get charged £24, it’s not clear at all that this £6 is just a pointless fee to line their pockets! Even the woman at the lounge said it’s a scam don’t use it just turn up and pay the £24

The service and app quality has improved since my 1 star review some years ago. I've been using this app several times now and it works as expected.

Waste of time, first time I used it 2 weeks ago all went well, I’ve tried several times since without booking and got turned away, so thinking I now knew the system I accessed the website yesterday and it gave a QR booking confirmation. Got to BHX No1 Lounge and despite having a booking, I was turned away again. Pointless, utterly useless! Avoid!!

I think LoungeKey has little to no use anymore. Schiphol is a hit and miss, always waiting list even when not busy. Other lounges often will reserve for business passengers even when almost empty. Looks like the market has dropped for LoungeKey.

Impossible to access half their lounges due to "overcapacity". Especially Aspire lounges will have you enter an unsecured "queue", but the queue will only move when others leave it. Once you get to single digits, the queue will stop moving even if an hour has passed.

Received a backpack that was brand new black ink from backpack got all over new clothing was a gift just wanted to exchange item for another one over 23 emails sent to company and they will not exchange unless I have receipt It was a gift I will never buy there products again

Denied access to eventyr lounge despite lounge key -
I needed to be a member otherwise too busy. The challenge is that you have no chance of alternative lounge given you have passed Security/passport.

Terrible customer support, different operators give different information, always evasive and without taking into account the information provided by the customer.

Truly the worst company to deal with. Forst few visits were fine access worked well. Last 8 lounge visits get access denied with error 721. Been trying to get loungekey to fix this issue since October. They are just not interested and make up reasons why I was denied access like. Machine was faulty at lounge.... really at all lounges and other in queue it worked fine for! Lounge is swipping card as dinersclub... really I watched then don't and they just swipe and don't put which card issuer it is.

I've heard so many excuses. The big banks that have this as a perk of a card should really look at this as it is damaging for their reputation. Not so much for loungekey as going by other reviews they don't have any reputation left.

Truly the worse customer service ever. We have LoungeKey as a benefit of our Santander Credit Card. The first 4 uses it was fine, great worked a treat. Then the last 3 visits we havr had we have been denied access due to an error code which LoungeKey say they can do nothing about. Having called in excess of 15 times between my husband and myself, as well as 5 emails we are still no closer to them resolving so I write this while sat outside a lounge I am yet still not able to access at a busy airport. They truly have no concept of customer service, or indeed or providing the service we have actually paid for with our credit card fees.

08/01/26 Edited my review to say their standard response is sent to everyone and NOTHING actually gets done. This company is an absolute joke!! As they are owned by the same group as Priority Pass, this is clearly the weaker and less successful brand which they do not actually care about.

Awful. Not only is the site/app terrible to use. The pre booking basically doesnt work.

They must have a pre-allocation of about 2 people because trying to book for any time or day nearly a year in advance its always unavailable.

When you check the lounge or airport site there is lots of times available.

When you think youve prebooked you have actually only paid for the privilige of booking, you will still have to pay again when you get there.

Contacted Monzo to inform them its a useless perk for their premoum customers

Tout simplement une arnaque les entrées aux salons des aéroports sont plus cher avec LoungeKey que en les prenant directement à l'aéroport.
Et ce dans tout les aéroports que j'ai visité.

I’m a Platinum frequent flier with Etihad so have access to their business and first class lounges. I subscribed to HSBC (UK) World Elite credit card for the benefit of ‘Lounge Key’ for the trips I endure when not flying with Etihad. Unfortunately, it seems to be the recent norm to be put on a very long waiting list to gain access at London Stanstead and dusty Dubai DXB… …so long that there wasn’t time to use the lounge.

Not much point in paying £300 or so pa for a facility that isn’t honoured.

I'm supposed to get 2 free lounge passes a year through my HSBC Credit Card. They make it so hard to use. I've tried register, link, call, whatever, I'm giving up. Lounge key is a waste of time.

I bought the lounge key pass via Travel zoo. Arrived at the airport thinking I had access to the lounge which you don’t you have a voucher that you have to then FF around with to activate and the people on the reception are fairly patronising about the whole system went ahead and did what was required only to find out the lounges were full anyway so then I’d activated the voucher and haven’t been able to use it as it’s now expired. Contacted lounge access via Collinson and they said refunds have to be made within 14 days of purchase, which is crazy because at that stage you probably don’t know if you’re gonna be able to use it or not. A total con.

The Most frustrating experience possible. It’s the 3rd time I can’t get in the lounge due to long wait lines in the Lisbon Airport (I’m talking about more than 1 hour). It gives the customer exactly the opposite experience that it promises.

Completely useless reply from Loungkey. Absolutely terrible service. Unable to get into lounges at Dublin Airport. Defeats purpose of paying for a Santander Credit Card when Loungkey cannot guarantee entry to Airport Lounges and you cannot pre book.

I have been using loungekey for a few years now never had any issues with any of my bookings until now.
Got to the lounge at Luton airport with my 2 guests only to be told I would need to pay another £72 to gain access and that the money I had already paid was a reservation fee only….never in all my visits have I been told this before and have always entered the lounges no problem. Sent an email of disgust and still waiting for a reply 3 days down the line.
Will think twice before making future bookings especially when the food quality has gone down hill and the coffee machines are never working

I have been trying to book Manchester T2 lounge rooms for several months for September 21st. Says there is no availability at 5am. I can go onto the official site and guess what? It is available. So, how do I book?

Lounge Key began well but is worsening year on year largely it seems due to apathy by the business.

Frequent issues with lounges being full to LK users, lounges being closed or no entry rights. I travel frequently each year and approx 50% of the time my lounge key card gets me in a lounge.

I have fed back on many issues and Lounge Key simply don’t care about your feedback or improvement