LoungeKey Reviews 

Website is barely functional and customer service doesn't exist. Outrageous that this is what HSBC provides to premier account holders.

Tries to register at Loungekey.com my credit card. Either the desktop or the mobile application, both reported an unidentified captcha error. the captcha checkbox is meant to bring up a verification question/puzzle to verify that u are human but it is not, and as a result it will not allow me to proceed. Cleared history and cookies, changed browser, nothing .. i even thought to check for scam as to me it looked very fishy approach to collect your CC data .. then i landed on the trustpilot site and .. ohh my so many negative reviews on the service that im not anymore interested even to register...

Never use this company. It is very unreliable looking into using Amex now. Opened a dispute and was completely ignored. My complaint was invalidated too.

Another edit. The saga continues!! This company must have the most useless service I have experienced in a long time. No advice given actually work when you eventually get a response it not working!! Advices followed, account deleted and reinstated and yet again not working no access to lounge ( yes aware it’s a third world problem) but if you pay for something you can’t use again and again and no it’s seems to care it’s frustrating. Sort your issues!! Can’t wait for yet another someone will contact you email. Yay

Edit: Being ignored again for 2 weeks after finally getting a response after posting this message. This company does not care about customers clearly!

Not able to access any lounge as my card was changed since setting up my account. The gatwick team was incredibly unhelpful solving the issue and clearly did not want to be there. After returning from holiday spending hours on the phone to no avail. Then emails are seemingly being ignored for the last months and yet I am on holiday in November I have no faith this will be resolved before then. I would stay clear of this company as they clearly do not value customers!

Edit: To ask me to send you a message without providing details is not helpful either - no direct message received - sums it up really

It is becoming very common that I cannot access a lounge because the lounge does not want to accept Lounge Key clients. Sometimes the lounge is completely empty or not crowded at all, but they simply do not allow the MasterCard Black clients to go in.

I've had this experience in places like Chicago O'Hare, Schiphol Amsterdam (a couple times already), Dubai Airport, São Paulo Guarulhos, to name a few.

At Schiphol Airport, you can easily wait for almost 2 hours to be able to access the lounge. I mean, this is not the kind of experience that you are looking for using a MasterCard Black.

I understand that the place decides how many seats are reserved for credit card clients, but in cases like O'Hare and Schiphol, I would expect that the Lounge Key would take some measure, like to make a deal with another lounge in that airport, to give a better experience for the client.

If you take the time to read the Google Reviews from the lounges, you will see that the rating is almost always less than 3 stars.

I bought vouchers for LoungeKey via another company. Should have done my research. Unable to reserve at Newcastle airport so was unable to be admitted to the lounge. Total waste of money. To make matters worse, I accidentally paid extra money to LoungeKey who have not reimbursed me, despite numerous phone calls and emails. Do not buy. Update: LoungeKey have replied twice to say they'd contact me but haven't yet (18.10.24)

Got charged for a visit. App had trouble to update my card, where I had 2 more visits and at the lounge at the airport I was told that to present a card will be enough. Addressed the charge and all details to my bank and it's already been over a year that they going back and forth with this charge even with a proof of charges for my husband. Bank cannot talk to lounge visa anymore. No results. So you paying for premium accounts, getting a visits, but looks like on the paper only.

At the end of August 2024 I visited the lounge in Enfidha Hammamet with my daughter. Yesterday I was charged and paid from my bank account without my consent 32 USD per extra person (me + 2 guests instead of 1+1 guest) I feel cheated!

Shockingly poor experience. I'd like to give them less than 1 star if I could.

Simply tried to find out the "Additional fee" they mentioned on their website to access a lounge - they waited a week and then sent an email telling me to get in touch via phone.

Took an hour's call speaking to two different people They tried every which way to fob me off and make it my problem - even told me to call the lounge directly (but didn't give a number and it's not publicly available)

After an hour on the phone with LoungeKey and speaking to anonymous people who were only allowed to give their forenames - because there was some confusion of what was "the law" and what was "company policy" - finally found it it was company policy not to give any more than a first name - despite that not being enough to identify the individual
- yet they needed to know my name, surname, membership number, email address and city of birth before they could escalate my query to a manager.

Eventually, the alleged manager I was escalated to gave me a figure verbally - told me they can't give it out in case it changes - I pointed out that they gave it out verbally and it could still change just as much as if it was written on the website, or if they'd replied the first time via the first email - or of the first person had told me.

So I have no confidence in the figure given, nor of the anonymous people I've been dealing with who required all my personal details in order to just give me the price.

They have no complaints procedure and said that it "may" get passed to management - although I doubt it very much because I didn't also give them my first pet's name, mother's maiden name, sort code, account number and pin number!

Having sent an email to complain I got a response back about charges related to my account on entering a lounge - which I haven't had - and is not even related to what I complained about - but that's a massive red flag, suggesting that in itself is such a common problem that their automated responses assume that's always the issue.

Judging by the other reviews here, I can see that I'm not alone in finding a terribly poor customer service experience.

Probably a company to steer well clear of and not one to be handing your personal details over to unless you're happy with anonymous stranger in another country saying that they're need to know the city of your birth in order to escalate your call.

Marhaba terminal 3 concours C
It was amazing cause of the uniques and professional hospitality especially an employee his name is durairaj

I had trouble accessing my account and email connected to the LoungeKey account. I contacted customer service and gave them my phone number and another email saying that I can identify myself by the answer to my security question.

First of all, the website claims a response time of 48 hours. I had been waiting for over 1200 hours (50 days!) when I got my response. This is completely unacceptable.

Secondly, they reply with the ANSWER to my security question. This is a serious breach of security! LoungeKey need to urgently review and improve the routines for handling sensitive information.

The shoddy customer service and security lapses I've experienced have left me thoroughly disappointed.

Useless service.
I tried the enter the lounge in Heathrow Airport T4 (2 lounges) and each one is pushing us to the other by saying that they accept only two airlines at the moment (my airline is not one of them).
If you're not capable of giving the service don't offer it.

Absolute amateurs, no idea if this really is a legit company. I used them for access 2 times to a lounge that is free for my Visa Gold card. The first time all was OK and then the second time I was charged 60 euro for it. I contacted them to ask why this happened and they said they can not find a record of me having and account with them???? (I was littelraly writing to them from the mail that is linked with the account) So I provided them with all the details they wanted (account, name, username, card details) and they just ghosted me. I tried sending them 3 mails after that and literally have had no answer from them for 18 days. Not really that crossed with the 60 Euro but with the grotesque way they handle customer complaints....

Hit and miss.

Tried to access the lounge at Melbourne International Florida and was advised they don't accept lounge key. Left pretty frustrated as the app indicates they do.

Poor service. Not able to use it when needed.
denied access to the lounge at plaza premium service in terminal 4 at Heathrow airport as was told we are too busy today
Kazan ( that’s what she said her name was it out badge)who was at the entrance was rude and refused to help
Poor service
What is the benefit of this if we can’t use it when needed
Do this company care??!!!

Went to the lounge at Heathrow today and was told it was £24 for my guest. The Qr code didn’t work so I registered online and was told it’d then be £48 for the two of us. Absolute con, not worth paying for

Tried to use my Lounge Key at Schiphol Airport, Netherlands on a Sunday morning. 1) signage to lounge was non-existent and had to go on a long walk and another lounge to find the right location 2) Greeted by unfriendly / aggressive women asking where we were going who then told us the lounge was full and we had to scan a QR code to join a "virtual" queue numbering 110 people at the time we arrived (why ask where we are going?) 3) Was told lounge was at capacity but watched people go in at a greater rate than those coming out and didn't seem full. 4) No greeting, no friendly welcome or help beyond "wait in the line". We left and 1 hour later the virtual line was still at over 100+. Waste of time and very poor experience. Don't bother.

Schiphol Lounge 41: dirty bathrooms, no showers although this is stated in the adverts. Mediocre food. Loooong wait to get in. Tables not cleared or cleaned regularly. Disappointing and not worth the money. Nowhere to wash ones face and brush your teeth after a long flight. The front of house staff were lovely though.

Customer service are quite impressive with their arrogance.

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.