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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What people talk about most
Reviews shaping this summary
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
Company replied
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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Waste of time.
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 with a business class ticket gets let in.
I've been turned away over 6 times.
Your pass is worthless at airport lounges.
Don't ask for further details so you can investigate because I'm not interested unless you're going to compensate me.
Are you going to compensate me?
22 November 2025
Unprompted review
Reply from DragonPass
Thank you for sharing your experience with us.
We sincerely regret the inconvenience you have faced when trying to access airport lounges with your membership. We understand how frustrating this must have been, and we truly value your feedback.
Please note that we request additional information to review each case individually and explore options for resolution for our members where possible.
We have now sent a request to obtain more details from you so that we could reach out to you directly, should you wish for us to do so. This would allow us to carry out a thorough investigation regarding your membership and the lounges you have attempted to visit, and see how we can best support you.
Thank you for your patience and for bringing this matter to our attention.
Kind regards,
Dragonpass Customer Experience Team
scam and charge my money with no…
scam and charge my money with no permission
20 November 2025
Unprompted review
Reply from DragonPass
Dear Helen,
Thank you for your feedback. We acknowledge your concern and appreciate you bringing this matter to our attention.
To help us investigate and resolve this situation promptly, we have requested additional details from you. Once received, we will reach out to you directly to discuss the matter in greater depth and ensure appropriate corrective measures are taken.
We appreciate your patience and the opportunity to address this concern.
Kind regards,
Dragonpass Customer Experience Team
A scam!
If I could leave a negative review I would. Impoosible to get any value as there is never any availability.
Absolute waste if money
19 November 2025
Unprompted review
Reply from DragonPass
Thank you for sharing your feedback.
We truly regret the frustration and disappointment you’ve experienced, and we understand how important it is for you to receive the value you expect.
To assist you promptly and address this matter in depth, we’ve requested additional details from you so that we can reach out to you directly.
We appreciate your patience and cooperation, and we’re committed to improving your experience.
Best regards,
Dragonpass Customer Experience Team
Luxury Sedan is a hoax
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 far away from a sedan model that you can imagine. Why on earth do you charge 5 times the price of a regular cab for such a poor experience?
No service, no greetings, no water or anything to improve the trip.
horrible, don't use their airport transfer in Denmark, it is an absolute joke.
Booking ID: CO198009744151252992
3 November 2025
Unprompted review
Reply from DragonPass
Thank you for sharing your feedback with us.
We truly regret to hear that your recent airport transfer did not meet your expectations. The situation you described is far below the level of quality and comfort we strive to deliver, and we fully understand your disappointment.
To enable us to investigate this situation thoroughly, we have requested additional details from you. Once received, we will reach out to you directly to discuss the matter in greater depth and ensure appropriate corrective measures are taken.
We appreciate your patience and the opportunity to address this concern.
Kind regards,
Dragonpass Customer Experience Team
Dragon pass is a waste of money
If it’s not your fault and you miss your lounge visit time Dragon pass will not refund your pass !!! Customer service is useless
8 October 2025
Unprompted review
Reply from DragonPass
Dear Gordon,
Thank you once again for taking the time to share your feedback and experience with us.
Following our recent correspondence, we are pleased that this matter has been successfully resolved.
Should you require any further assistance or have additional queries, please do not hesitate to contact us. Our team remains committed to ensuring that all concerns are addressed promptly and satisfactorily.
Best regards,
Dragonpass Customer Experience Team
Start using dragon pass in KLIA
Start using dragon pass in KLIA . And i really thank ti dragon pass service give me for free meals in PLAZA PREMIUM KLIA1
5 November 2025
Unprompted review
Reply from DragonPass
Thank you so much for your kind words!
We are thrilled to hear that you enjoyed using your Dragonpass at Kuala Lumpur International Airport and that the experience at Plaza Premium Lounge made your journey more comfortable.
Your feedback means a lot to us, and we are committed to continuing to provide great benefits and seamless travel experiences.
We truly appreciate you taking the time to share your feedback with us and we look forward to serving you again on your future trips!
Warm regards,
Dragonpass Customer Experience Team
Rubbish
Rubbish, Barclays Bank need to take action against this company. We will be complaining there as well. They send off standard responses. We were even told they were unable to access our records, despite having been a fully paid member for several years.
28 October 2025
Unprompted review
Reply from DragonPass
We appreciate you taking the time to share your experience.
We are very sorry for the inconvenience you've encountered, and we completely understand how disappointing this must have been, especially considering your long-standing membership.
We have reached out to request additional details from you so that we can better understand the situation and follow up with you directly. Our intention is always to provide meaningful support.
Please rest assured that we are taking your concerns seriously and are committed to resolving this matter.
Kind regards,
Dragonpass Customer Experience Team
Stay clear they happy to take your…
Stay clear they happy to take your money but when it comes to using the pass to access lounges you get turned away and if it’s purchased and not used within 14 days you can not receive a refund for unused lounge passes shocking will never use again absolute waste of money ( update on my previous review (16/11/25) if you planning on using this at Orlando International airport dragon passes are not accepted as I’ve just tried and was told this by the member of staff who works in the lounge at MCO ) amazing work dragon pass absolutely shocking was purchased through revolut if you do use revolut stay well clear of dragon pass they aren’t worth anything you would be just throwing your money away.
2 November 2025
Unprompted review
Reply from DragonPass
Dear Adam,
Thank you for sharing your experience. We are truly sorry to hear that you have encountered difficulties when trying to use your membership to access the lounge.
To help us better understand what happened and to see how we may assist further, we have reached out requesting additional details. Once we have more context, we’d be happy to look into this more deeply and see what can be done.
Thank you again for bringing this to our attention.
Kind regards,
Dragonpass Customer Experience Team
Would give a zero
Would give a zero. Save your money. Tell Barclays they are useless and it is all a scam.
8 October 2025
Unprompted review
Reply from DragonPass
Thank you for your feedback. We regret that your experience did not meet expectations and appreciate you bringing it to our attention.
We have requested additional details from you so that we can reach out to you directly in order to better understand the situation you have encountered.
Your feedback is important to us, and we are committed to investigating this thoroughly and reaching a resolution as soon as possible.
Kind regards,
Dragonpass Customer Experience Team
Dissatisfied
I prebooked my lounged time in correctly. In stead of 7:15 pm I booked 7:15 am. When I got there they said there was nothing they could do and that this error happens to a lot of people. They charged me for another two passes and said I just need to let your company know and you would refund me back. Well I received your response and it advised that it is your policy not to do these types of refund and there was nothing that could be done. In other words too bad so sad. I’m in the customer service industry and I know there’s exceptions to every rule. And this is a legitimate exception. Most of the years I’ve had the passes I have not been able to use it as you can never get into the lounge. Well I don’t see any refunds to be for those. Very dissatisfied.
9 October 2025
Unprompted review
Reply from DragonPass
Dear Wendy,
Thank you for taking the time to share your experience. We're sorry to hear about the inconvenience you faced with your lounge pre-booking.
We understand how disappointing it must have been to arrive at the lounge only to discover the booking error, especially given that you made the pre-booking in advance.
To help us investigate this matter further and explore possible solutions, we’ve requested additional details from you so we can contact you directly and understand this situation in more depth.
Thank you again for your patience and for bringing this to our attention.
Kind regards,
Dragonpass Customer Experience Team
No access to Escape lounge Stansted eight weeks ahead.
Tried to book access to the Escape Lounge, Stansted over eight weeks in advance and no spaces available for DragonPass members. Waste of time. I will be moving from Coop Bank as this was the only benefit keeping me with them.
21 October 2025
Unprompted review
Reply from DragonPass
Thank you for reaching out and sharing your experience regarding the Escape Lounge booking at Stansted Airport. We sincerely apologize for the inconvenience and frustration caused by the lack of timeslot availability, especially given your efforts to book well in advance.
To help us investigate this matter further and explore possible resolutions, we’ve requested additional details from you. Once received, we’ll reach out directly to better understand the situation and ensure your concerns are addressed appropriately.
Your feedback is incredibly valuable, and we appreciate your patience as we work to improve the experience for our members.
Kind regards,
Dragonpass Customer Experience Team
Very Poor - Nice Airport T2
There is no lounge available from DragonPass at Nice T2, despite there being more than 2 lounges in terminal. The staff at reception at one of lounges told me that Dragon would not pay their rates. Clearly Dragon are tight and only go for the absolute cheapest lounges. I would expect more from my account linked to my NatWest Bank account.
17 October 2025
Unprompted review
Reply from DragonPass
Thank you for taking the time to share your recent experience regarding lounge access at Nice Airport (Terminal 2).
We sincerely apologise for the inconvenience you encountered and understand how frustrating it must have been to find that no lounges were available through your Dragonpass membership, despite there being a few options at the terminal.
To help us investigate this matter further and ensure we can address it appropriately, we’ve requested additional details from you, which we have now received. This will allow us to reach out to you directly and understand the situation in more depth.
Your feedback is important to us, and we are committed to improving your experience.
Thank you again for bringing this to our attention.
Kind regards,
Dragonpass Customer Experience Team
The Dragon Pass team's customer service…
The Dragon Pass team's customer service knocked it out of the park! They took time to understand my difficulty and they went above and beyond to rectify it. Special thanks to Joe who delt with my case. 5 stars!
29 September 2025
Unprompted review
Reply from DragonPass
Thank you so much for your kind words!
We’re absolutely delighted to hear that our Customer Experience Team was able to support you effectively and that Joe made a positive impact on your experience. We truly appreciate you taking the time to share your thoughtful feedback as it means a lot to us.
Your satisfaction is our top priority, and it’s wonderful to know we were able to go above and beyond for you. We’ve passed your appreciation on to Joe and the rest of the team.
Thanks again for the 5-star rating! We look forward to welcoming you again soon!
Atrocious customer service and woeful…
Atrocious customer service and woeful investigation to a potential fraud case.
I’ve been charged for use of lounges despite being assured that it wouldn’t be the case from both customer services members at terminals.
Encountered unrecognised charges several weeks later, which raised with fraud department at bank.
Asked for an escalation when realised what it was for. Call handler apologised and accepted that DragonPass had made an error. Asked for escalation, only to Assurant who deal with this to try to disregard any accountability, citing terms and conditions that aren’t directly associated. Furthermore given context they are effectively null and void - very valid arguments for deception and misrepresentation.
24 September 2025
Unprompted review
Reply from DragonPass
Thank you for bringing this matter to our attention.
We sincerely apologise for the inconvenience and frustration caused by the unexpected lounge charges and the handling of your case.
Your feedback is extremely valuable, and we are committed to ensuring that your concerns are addressed appropriately.
We have requested more details through Trustpilot, so that we can follow up with you directly and conduct a thorough review of this situation.
We appreciate your patience and will be in touch shortly once your details have been received to continue the investigation.
Thank you again for taking the time to share your feedback.
Kind regards,
Dragonpass Customer Experience Team
Manchester Airport refused entry (again)
Manchester Airport T2
If you thought T1 was bad, T2 is worse!
Both Aspire and Escape refuse entry!
Staff say “have you booked “ well no because you can’t!
Then “we’re full” when empty.
The staff are obviously following a scripted protocol but are lying!
Rest of world is OK, it’s just Manchester
Latest experience was T2 Escape 8th September.
8 September 2025
Unprompted review
Reply from DragonPass
Thank you for sharing your recent experience at Manchester Airport. We are genuinely sorry to hear about the difficulties you faced with the Lounge access.
Your feedback if very important to us as it helps us identify areas where we can work with our lounge partners to improve transparency, booking accessibility, and customer service protocols. We are committed to enhancing the experience for all our members and will ensure your comments are shared with the relevant teams.
We have requested further details from you through Trustpilot, so that we can follow up with you directly and address your concerns appropriately.
Thank you again for bringing this to our attention, and we hope your future lounge visits are much smoother.
Kind regards,
Dragonpass Customer Experience Team
Easy to use app and great choice
App was really easy to use to access Liverpool airport Lounge. Didn’t have a booking, but they still accommodated. Great choice of food and drink available. Would use again.
7 September 2025
Unprompted review
Reply from DragonPass
Thank you so much for your kind feedback! We’re really pleased to hear you enjoyed your experience using the app and visiting the Liverpool Airport Lounge.
Hearing that you found the app easy to use and appreciated the great choice of food and drink, and that you’d use us again, is wonderful to hear. We look forward to welcoming you back soon!
Completely useless!!
Completely useless!!! Every time I tried to use my many coupons, I am told that it is full and that they will text me when I can come back. And then when I do come back there is a long line and they do not prioritize those who were call after being on the waiting list
Again, this service is totally useless!!!
14 September 2025
Unprompted review
Reply from DragonPass
We're very sorry to hear about the difficulties you've experienced when trying to use your coupons, we understand how frustrating this must be, especially after being asked to return and then facing long wait times.
We’d like to better understand what’s happening here so we can resolve it for you. Our team has reached out to you directly to discuss this in more detail and see how we can make things right.
Thank you for bringing this to our attention , your feedback is important and helps us improve.
Horrible customer service
Horrible customer service
On Sept 5th 2025, I contacted dragonpass via website and emailed them about my request to find out if the dragonpass was accepted at one of the airports and gave them the airport name and address as I could not find anywhere on their website if the pass was accepted.
In return I received a vague response from them restating exactly what I asked them but not answering the question at all. I never asked Matched the description, I asked weather dragonpass was accepted at that lounge or not, simple, isn't it ?
After that I responded and asked to read the question properly and let me know the outcome of their findings. I never received a response. Beyond that I have also emailed them many times including their "customerfeedback email" but they simply do not RESPOND. All they want is your money and nothing else. Horrible customer service and support. Would not recommend.
9 September 2025
Unprompted review
Reply from DragonPass
Thank you for taking the time to share your feedback. We’re very sorry to hear about the experience you’ve had and any frustration caused.
We can confirm that we have responded to your enquiry and acknowledged your concerns. However, if there’s anything further you need or if something remains unresolved, please don’t hesitate to get back in touch , we’re here to help and would like to ensure your query is fully addressed.
Thank you again for reaching out.
Many Thanks,
Dragonpass Customer Experience Team
Horrible experience. Do not purchase.
Horrible experience.
On friday, me and my boyfriend were at the Rome international airport and wanted to purchase a lounge access via the Dragonpass app. Despite having payed, the lounge access would not show up in both of our accounts and only as a „remaining purchased entitlements“ (which are useless and cannot be used to get to a lounge). It still showed that we have zero dining and lounge entitlements. We wasted our time, called and wrote the customer support which said they will get back to me. On monday, I got an e-mail from them which states that there was a technical issue with the application and now everything is solved and I should have my dining and lounge entitlement. They even wrote that they will gift me one additionally as an apology. Still, everything was the same as before and I have zero lounge and dining entitlements… So I contacted them again and said I want my money back since they apparently cannot solve their own issues and they respond the SAME thing stating that the issue has been solved bla bla bla… And still I have ZERO lounge accesses. This feels like a big scam, I just want my money back now that I have wasted so much with all the useless calls…
5 September 2025
Unprompted review
Reply from DragonPass
We’re truly sorry to hear about your experience and the frustration this has caused, this is absolutely not the service we aim to provide. We sincerely apologise for the inconvenience you encountered while trying to access the lounge at Rome International Airport and for the ongoing issues you've had with your entitlements and support.
Please rest assured, we take your feedback seriously. We have requested further details from you via Trustpilot so we can contact you directly to investigate this fully and resolve it as quickly as possible.
Thank you again for bringing this to our attention , we appreciate your patience and the opportunity to put things right.
Many Thanks,
Dragonpass Customer Experience Team
Can’t book in advance , substandard
Can’t book in advance , the lounges they have are substandard .
I tried pre booking a lounge in Jersey , but woukd not allow me.
They wanted to charge £20 for business lounge and No 1 lounge was full ( surprise ).
Last time we tried tgd lounge in Morocco , there was hardly any food and there was no vegetarian option . I honestly don’t know why Barclays premier highlight DragonPass as their lounge providers for travellers .
Really disappointed.
8 September 2025
Unprompted review
Reply from DragonPass
Thank you for taking the time to share your feedback, and we're very sorry to hear about your disappointing experiences. We completely understand your frustration regarding the issues with pre-booking, lounge availability, and the quality of the lounge experience, especially when expectations aren't met.
We’ve requested more details through Trustpilot so that we can follow up with you directly and look into this further. We’d really appreciate the opportunity to understand more and do what we can to help.
Thank you again for bringing this to our attention.
Many Thanks,
Dragonpass Customer Experience Team
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