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
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Review summary
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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... See more
Company replied
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 wi... See more
Company replied
Absolutely useless network. DragonPass sells 'premium' access, but at the ANA Lounge in Madeira (FNC), you are literally banned from 10:00 to 18:00. They claim 'capacity limits' for cardholders, yet h... See more
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1.3
Bad
481 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 98% of negative reviews
Typically replies within 2 weeks
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Useless in the UK
If you want to use UK lounge predominantly, don’t bother. It’s almost impossible to book, even months in advance. I’m told companies like Jet2 pre-block places. Manchester Airport is especially bad, I’ve given up trying. It’s interesting, though, that I can book the same lounges at my chosen time if I’m prepared to pay the full entry fee. Who is being scammed here? Customers by DragonPass or Dragonpass by the airport?
Use abroad is a different matter. I’ve not had to pre-book and only once been denied access due to the lounge being full. Hong Kong especially good.
Overall, I think it does not reflect well on the companies, such as NatWest Bank, who offer this as a perk.
9 April 2026
Unprompted review
Reply from DragonPass
Dear Andrew,
Thank you for taking the time to share such detailed feedback — I’m genuinely sorry for the frustration you’ve experienced when trying to use lounges in the UK, particularly at Manchester Airport. I completely understand why you’d feel disappointed.
While lounge availability is ultimately controlled by each lounge and airport (including how much capacity they allocate to pre-bookings and partner programmes), that does not take away from your experience.
We have requested additional details from you via Trustpilot so that we can get in touch with you directly and review this matter in more depth.
Thank you again for raising this with us, and we hope to have the opportunity to continue the conversation and provide further clarification directly.
Kind regards, Dragonpass Customer Experience Team
Terrible customer service
Terrible customer service, made genuine booking error, booked 24hrs too early and now been told I can’t get refunded my 3 x lounge passes that I pre-booked. No services were consumed so very unfair to take my payment.
5 April 2026
Unprompted review
Reply from DragonPass
Dear Andrew,
Thank you for taking the time to share your feedback.
We’re genuinely sorry to hear about your experience and understand how frustrating this situation must have been, especially as no lounge visit took place.
We do appreciate that booking errors can happen, and we recognise how disappointing it feels when this results in a loss.
Please note that when a lounge is pre-booked, the space is reserved specifically for the booking guests, and the lounge allocates capacity accordingly. As outlined in the Terms & Conditions agreed to at the time of purchase, if a pre-booking is not cancelled within the permitted cancellation window (if permitted), the lounge keeps that space reserved and is unable to offer it to anyone else.
That said, we absolutely want to ensure we have fully understood the circumstances around your booking. We have requested additional details from you via Trustpilot so that we can get in touch with you directly and review this matter in more depth. This will allow us to look at all aspects of your case properly.
Thank you again for raising this with us, and we hope to have the opportunity to continue the conversation and provide further clarification directly.
Kind regards,
Dragonpass Customer Experience Team
Don’t bother getting a Dragon Pass !
Don’t bother getting one - can’t pre-book any lounge at Manchester Airport up to 6 months in the future - complete waste of money plus you can’t get in if you just turn up !
5 April 2026
Unprompted review
Reply from DragonPass
Dear Mark,
Thank you for taking the time to share your feedback. We’re genuinely sorry to hear about your experience and understand how frustrating this situation must have been with not being able to book a lounge at Manchester airport.
We have requested additional details from you via Trustpilot so that we can get in touch with you directly and review this matter in more depth.
This will allow us to look at all aspects of your case properly.
Thank you again for raising this with us, and we hope to have the opportunity to continue the conversation and provide further clarification directly.
Kind regards, Dragonpass Customer Experience Team
No availability and told to try again…
No availability and told to try again closer to the time or try on the day.
I cant see the purpose of the pass option, its not a perk if you cant book it and the chances of me using one is unlikely never mind the 4 i should have.
Booking direct is far easier and guaranteed despite no slots at any lounge in my terminal within 15 weeks travel date. Poor and would not recommend.
25 March 2026
Unprompted review
Reply from DragonPass
Dear Bren,
Thank you for bringing this matter to our attention.
We are truly sorry to hear about the frustration caused when trying to use your lounge access benefit, and we sincerely apologise for the inconvenience this has caused to your travel plans.
We fully understand how disappointing it is to hold a membership and be unable to secure availability in advance, particularly when booking directly with the lounge appears easier and more reliable.
Lounge availability is influenced by several factors, including airport lounge capacity, agreements they hold with airline companies and membership providers and the individual operating policies of each lounge, meaning availability can be limited and may be filled quickly, particularly during peak travel periods. And this is not something we can fully control.
While advance booking may not always be possible, some lounges may offer access on a walk-in basis on the day of travel, subject to their capacity and operational decisions at that time. This option may occasionally provide an alternative opportunity for lounge access.
Please be assured that your feedback has been shared with the relevant teams to review the customer experience in detail and to support ongoing improvements to lounge availability, booking functionality, and overall accessibility of the benefit. Customer insight such as yours is vital in helping us identify gaps and areas where expectations are not being met.
We regret that this experience has led to dissatisfaction.
Thank you again for your honesty, and we hope that future enhancements will better reflect the value and convenience intended with lounge access.
Kind regards,
Dragonpass Customer Experience Team
Huge scam
Just joined. Actually cancelled my travel pack in order to get travel pack plus specifically for lounge access. No bookings available, but if I try to buy a pass, I have no issues. It's as everyone says.... A complete scam. Why would your bank promote something like this? It's unthinkable
25 March 2026
Unprompted review
Reply from DragonPass
Dear Ben,
Thank you for taking the time to share your feedback. We’re genuinely sorry to hear about your experience and understand how frustrating this must have been, particularly when lounge access was a key reason for upgrading your travel pack to travel pack plus.
Lounge availability is dependent on multiple factors, including airport capacity, demand at the time of travel and individual lounge policies. Airport lounges often serve multiple airlines, membership programmes and booking platforms, which means space is limited and can be taken quickly, particularly during peak travel periods.
Please note that the availability shown in the app reflects real-time capacity and may change frequently, particularly if travellers adjust their plans and cancel pre-bookings.
While access may not always be available for advance booking, some lounges may allow access on a walk-in basis on the day of travel, depending on their capacity and operational decisions at the time. Although this option isn’t guaranteed, it can occasionally provide a successful alternative.
We genuinely value your feedback. Please be assured that our Partnerships Team is actively working to improve and simplify the lounge access experience, with the aim of better meeting our members’ expectations going forward.
If you would like us to review your journey in more detail or have any questions, please contact our Support Team and we would be happy to help. You can find our contact details at:
https://www.dragonpass.com/contact-information.
Kind regards,
Dragonpass Customer Experience Team
This service is a sham
This service is a sham, a false representation.
Visa should withdraw from it.
10 March 2026
Unprompted review
Reply from DragonPass
Hello Marc,
Thank you for taking the time to share your feedback.
We’re genuinely sorry to hear that your experience has led you to feel disappointed.
We take all feedback seriously and would like the opportunity to investigate what went wrong in your case. To do so, we have requested additional details via Trustpilot so that a member of the relevant Customer Support team can contact you directly.
Thank you for bringing this to our attention. We appreciate your time and hope to have the chance to address your concerns properly.
Best regards,
Dragonpass Customer Experience Team
Terrible customer service and experience, Visa airport companion
I am a partner with Visa Airport Companion and get 6 free entitlements to visit a lounge at no charge. I visited YVR international lounge on Feburary 15th with my family and scanned in 3x entitlements (that have since disappeared). I was then ALSO incorrectly charged $96 USD to my credit card. I spoke to an agent at the desk right away who said I had to contact Dragonpass. I have tried to get a refund several times through customer service and I cannot get a reply or a refund. It is crazy!
On top of that, the lounge was absolutely terrible. There was no decent food, no service, I couldn't even find a clean fork. I DO NOT recommend going into these lounges and credit card companies should most definitely stop partnering with them. I have reached out to TD to let me know the situation, and will hopefully have the charge disputed.
15 February 2026
Unprompted review
Reply from DragonPass
Dear Rebecca,
Thank you for taking the time to share your experience.
We are very sorry to hear about the difficulties you encountered during your lounge visit and the frustration this has caused.
We sincerely apologise for the confusion around your lounge entitlements and the unexpected charge to your card. We understand how concerning this must be, particularly after attempting to resolve this situation through our support channels.
To ensure this is investigated thoroughly and resolved as quickly as possible, we have reached out to you via Trustpilot to request a few additional details. Once received, a member of the relevant Customer Support team will reach out to you directly to review your case in full.
We are also sorry to hear that the lounge experience itself did not meet expectations. Feedback of this nature is taken seriously and shared with the appropriate teams, as maintaining acceptable lounge standards is extremely important to us.
We appreciate you bringing this to our attention and look forward to assisting you directly to bring this matter to a fair resolution.
Kind regards,
Dragonpass Customer Experience Team
Tried to book a fast track for Bristol…
Tried to book a fast track for Bristol Airport on the app, got an error message stating that my request cannot be processed. Left it as is and later on the app found the booking had been made but I had already gone through security the normal way. There was no option to cancel so I contacted Dragon Pass and explained that an entitlement had been taken from my lounge visits and I’d like it to be reversed because I got an error message. Thei response was: “ I’m truly sorry for the confusion and frustration caused by the booking error in the app. I completely understand how concerning it must be to see a booking appear unexpectedly and then find that you cannot cancel it.
Unfortunately, we are unable to reverse the booking from our side once it has been processed. We sincerely apologise for the inconvenience this has caused.
We completely understand how this situation can be frustrating, and we’re here to support you with any guidance or questions regarding future bookings.
Warm regards,
Jean”
Unacceptable response, lack of responsibility and accountability. Non-existent customer service !
11 March 2026
Unprompted review
Reply from DragonPass
Hello Lebs,
Thank you for taking the time to share your feedback.
We are sincerely sorry for the frustration and inconvenience you experienced, and we fully understand why this situation was disappointing.
Please be assured that your comments have been taken seriously. We are committed to reviewing this matter thoroughly to understand what went wrong and to ensure similar situations are handled more appropriately going forward.
To allow us to look into this in detail and assist you further, we have requested additional information via Trustpilot. Once we receive those details, a member of our team will reach out to you directly.
Thank you again for bringing this to our attention. We genuinely value your feedback, as it helps us improve our service and how we support our customers.
Kind regards,
Dragonpass Customer Experience Team
trying to prebook lounge passes…
Been trying to prebook lounge passes for manchester T2 for the last 4 months. Tried this daily and on various dates as well to see if theres a problem.
Dreadful.
2 March 2026
Unprompted review
Reply from DragonPass
Dear David,
We are really sorry to hear about your experience and understand how frustrating it is when you are unable to book lounge access in advance.
Lounge availability shown in the app is always subject to capacity and can change frequently. Many airport lounges cater to a wide range of memberships, airlines, and booking platforms, which means availability is not something we can fully control and slots can fill quickly, especially during busy travel periods.
While pre-booking is not always possible, some lounges do accept walk-in access on the day, subject to the lounge’s discretion and capacity at the time. We appreciate this is not guaranteed, but it can sometimes be a successful option.
Your feedback is valuable to us and we genuinely regret the disappointment caused.
Please rest assured that our Partnership Team are working on streamlining the lounge access process to meet customers' needs and expectations and to ensure a better experience for our members in the future.
If you would like us to look into your specific journey or discuss your membership further, please feel free to contact our Support Team. Our contact details can be found here: https://www.dragonpass.com/contact-information.
Kind regards,
Dragonpass Customer Experience Team
Nothing but stress and hassle every time
I've had nothing but stress and hassle using my Dragon Pass for airport lounge access. You'd think I would have learned by now. I don't fly that often but when I do Dragon Pass just seems to find a new stress to add. The latest is that I've prepaid for a lounge access that I can't use as the airline check-in desk doesn't open until after my lounge time. I phoned customer services who said there was nothing they could do, not even call the lounge and advocate for me. Utterly useless is a summary too good for this sham outfit.
19 February 2026
Unprompted review
Reply from DragonPass
Dear Richard,
Thank you for taking the time to share your experience.
We are truly sorry to read about the frustration and stress caused during what should have been a straightforward airport lounge visit. We fully appreciate how disappointing it is when expectations are not met, especially when travelling can already be challenging.
To enable us to review your case thoroughly and explore how we can best assist you, we have requested some additional details from you via Trustpilot. Once received, we would very much welcome the opportunity to contact you directly to discuss this further and work towards a resolution.
Thank you again for your feedback, it is invaluable in helping us improve both - our service and customer experience.
We hope to have the opportunity to restore your confidence in Dragonpass.
Kind regards,
Dragonpass Customer Experience Team
Book lounge on line paid the $5 per…
Book lounge on line paid the $5 per person.Had used 2 of 4 passes .They charge me $89 cdn when was to be free
Requested refund email ignored follow email ignored Sent email to customer service ignored Saw on line it hard to refund. Terrible our term ends in May wont renew No idea how TD bank got involved with these guys
31 January 2026
Unprompted review
Reply from DragonPass
Dear James,
Thank you for taking the time to reach out and share your experience. We are very sorry to hear about the inconvenience you faced with the lounge booking charges and the difficulty in obtaining support. This is certainly not the level of service we aim to provide, and we sincerely apologise for the frustration this has caused.
To ensure we can look into this matter properly, we have requested additional details from you via Trustpilot so that we could reach out to you directly. This will allow us to review this situation thoroughly and ensure the most appropriate resolution.
We appreciate your patience while we investigate this further. Your feedback is important, and we are committed to improving your experience with us.
Kind regards,
Dragonpass Customer Experience Team
Manchester Airport Terminal 2 Very Disappointed
Manchester Airport Terminal 2. 3rd time we have not been able to access the lounge via our DragonPass. It is now 11.18 and the next opening time is 1pm which is no use to us.
We very rarely had any problems at previous Terminal 1 Aspire Lounge.
What are you proposing for the future?
26 January 2026
Unprompted review
Reply from DragonPass
Thank you for taking the time to share your experience with us. I’m really sorry to hear about the continued difficulty you’ve had accessing the lounge at Manchester Airport Terminal 2.
To help us address this fully, we’ve asked for some additional information via Trustpilot so we can contact you directly and gain a clearer understanding of the circumstances. We’d like to review what happened and work towards a fair resolution.
Thank you for your continued patience while we investigate this further. We value your feedback and welcome the opportunity to resolve this for you.
Kind regards,
Dragonpass Customer Experience Team
SCAM!
Went to the Toronto lounge. Pre-booked. Got there, and the girl at the desk scanned the app. Couldn't book the next time because we were charged with 4 passes. The email I received completely admitted this, but said they couldn't do anything about it. Do not let anyone talk you into getting a card with this "benefit". It's a complete scam.
14 November 2025
Unprompted review
Reply from DragonPass
Thank you for taking the time to share your experience with us.
We are truly sorry for the inconvenience and frustration caused during your visit to the lounge at the airport of Toronto, especially after you had already pre‑booked.
We acknowledge the issue you have described, and we appreciate you bringing it to our attention so clearly.
To make sure we can address this properly, we have requested additional details from you (via Trustpilot), so we can reach out to you directly and understand the situation in more depth. Our aim is to review what happened and work toward a fair resolution.
Thank you again for your patience while we investigate this further. We genuinely value your feedback and the opportunity to put things right.
Kind regards,
Dragonpass Customer Experience Team
Here’s one for you…
Here’s one for you; Dragonpass do not ‘cover’ delayed flights. Access is only granted according to your scheduled flight time.
2 January 2026
Unprompted review
Reply from DragonPass
Dear Ryno,
Thank you for your feedback. We regret any inconvenience this matter may have caused and appreciate you bringing it to our attention.
To enable us to conduct a more comprehensive review of this situation, we have requested additional information from you via Trustpilot so that we could contact you directly.
We appreciate your cooperation and patience while we are looking into this.
Best regards,
Dragonpass Customer Experience Team
A waste of an App and Plastic
A Dragon Pass card is as much use and a chocolate fire guard.
Try and pre book a UK lounge even 6 months in advance and you'll be disappointed.
I've now heard the some UK lounges won't even take Dragon Pass anymore.
31 December 2025
Unprompted review
Reply from DragonPass
Dear Ian,
Thank you for sharing your feedback with us.
We are very sorry to hear about the difficulties you have experienced when attempting to pre‑book a lounge, even several months in advance. We appreciate how frustrating and inconvenient this must be, especially when you are trying to plan your travel well ahead of time.
To help us look into this matter in more detail, we have requested additional information from you via Trustpilot platform. Once received, we will reach out to you directly so that we can better understand your specific situation and follow up with the relevant parties where necessary.
Thank you again for bringing this to our attention. We truly appreciate your patience, and we are committed to reviewing this thoroughly.
Kind regards,
Dragonpass Customer Experience Team
Scam. Plaza premium T5 Heathrow
I used the only dragon pass authorised lounge at T5 Heathrow. Plaza premium.
I have never been to such a small, dirty, with a very limited choice of food and drinks.
Dragon pass should refund me for this scam.
25 December 2025
Unprompted review
Reply from DragonPass
Dear Arif,
Thank you for bringing this matter to our attention. We are sincerely sorry to learn about your experience at the Plaza Premium Lounge in Heathrow Terminal 5.
The quality of lounge facilities is extremely important to us, and we regret that this fell short of your expectations.
To enable us to look into this matter in more depth, we have requested additional details from you via Trustpilot. Upon receipt, a member of our team will reach out to you directly so that we can better understand the circumstances of your visit and report the concerns raised.
Thank you for your patience while we carry out a thorough review.
Kind regards,
Dragonpass Customer Experience Team
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
29 December 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
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
3 December 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.
15 November 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.
23 November 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
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