LoungeKey Reviews 241

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

Trying to access Club Aspire at Terminal 5 Heathrow. The receptionist checked and said that Lounge Key rejected my pass because the expiry date was wrong. But the app had the correct information. I immediately called Lounge Key. Initially the agent was like a broken record saying I needed to contact my bank. I asked her to check the log to see if she could see on her end what the problem was. It was definitely an IT glitch at Lounge Keys end. The agent (Amanda) then became much more helpful and stayed on the line whilst I tried to re-enter the lounge. This time there was a different error. Lounge Key had corrected their IT error regarding the card expiry date, but now the link to Club Aspire would need "1-24 hours to update". I had correctly updated the credit card months before and I accessed the Lounge Key website two weeks before the failed lounge visit. Lounge Key agents are way too quick to blame the issuing bank, rather than look at their own failings. The Lounge Key agents kept insisting that I set up a three way call with them and my bank. I have never heard of anything like that in my 50+ years!!!

I’m writing to express my extreme frustration with your service. Every single time I attempt to use my lounge key, I run into one problem after another — denied access, app errors, incorrect information, and a total lack of support. It’s completely unacceptable for a company that claims to offer premium access to deliver such a consistently broken experience.

I was denied access at two lounges on the same trip because my LoungeKey wasn't working. On both occasions, the lounge reception tried to scan my card and it came up with an error. I was told by the lounge reception that I could pay the full fee and get a refund from LK.
Having spent 30 minutes on the phone with an agent this morning, I was told that there was no way LK would refund me, despite the fact it was their fault that my LK wouldn't work. I am now hundreds of pounds out of pocket.
I would strongly recommend you do not use LoungeKey at all. It's a shambles.

I was advised they had refunded the money i spent with them 2 weeks ago.

Every time I ask them about it, they just use excuses saying " the refund was processed"

They refuse to provide a date when i will receive the refund, they are shocking at replies to emails

do not use them

I am a reasonably regular traveller so thought paying extra for a credit card that offers lounge key access would be a good idea. However on the last 2 occasions and on more than half of all the occasions I have tried to use it I was told that the lounge was too full to admit me - unless I wanted to pay a fee when rather mysteriously it was no longer full. I would advise against paying extra for a credit card to get the lounge key pass, it simply isn’t worth it. It creates friction and annoyance at the very time you need it least.

Refused entry into Aspire lounge on 3 out of the last 3 occasions using Loungekey. Guest before me allowed access using a different card. Same excuse each time, we are full. I think Loungekey should stop paying Aspire lounge.

Loungekey became SCAM over time. I was at the Detoit airport and Lufthansa Lounge refused the entry. They said Loungekey did not renew the contract.
I have the Loungekey membership with the highest VISA credit card plan around. Very disappointing.

I had a fly from London Gatwick North and I went to Plaza Lounge - the regular one - to spend my pre flight time. When I arrived I was informed in case I did not have a pre-booking - which would cost 45 GBP- I had to wait around 20 min to get in on the Lounge, even if the Lounge was not busy - it was pretty free. The situation makes me feel like they are obligating their customers to pay for the lounge and blocking the credit card access, which is really rude and I would say bad faith. At the Lounge they asked to join an Online Queue to get access and wait, after I spent 20 min at the lounge door the hostess told me, “You are here for a long time, you can get in now”, she didnt use the queue app, what shows they are using the pre-booking situation to pressure people to pay for the lounge and ignore the card benefits.

Lounge key is so convenient!

I pay a hefty fee on my Visa Infinite card to access airport loungekey. I never have a problem anywhere except Manchester. I was refused entry yesterday (yet again), because they're full...and that's after a long hike to where it's located, seemingly in the basement. It's been so long since I've gotten acce that maybe my memory is not right but I seem to remember having to pay for wine. One star rating is too good for this rip-off.

I deleted the account from the delete my account tab because I entered the name section incorrectly when I was signing up, and when I tried to set it up again, I got the error "sorry, the credit card is registered in another account" and I cannot log in to the old account and I cannot open a new account.

Sorry - There is a payment card associated with this account

Account: zulkufagaoglu

All discounts announced by Loungekey are false. Especially for car rentals.
Go directly to car rentals website to get better rates.

I have just been told all lounges at Manchester are full and can’t use the lounge key pass when full. I am trying extent my LK expiry date as we travel in December but the pass expires end of Sept. Can’t see how I contact LK? Looks like the pass is a waste of money !!

Used to be complimentary with my silk card now £24 per visit.. which they can refuse, just to sit in a jam packed lounge for an hour ... waste of time

I appear to be unable to update my previous review but feel it is important for Reviewers to have the total trail of the bad customer service from this company. If I can stop someone else having to go through this, I will feel i have helped.
As of today having raised this issue with Loungekey several weeks ago, and the promises of someone getting back to me there is still no resolution. I have sent everything they have asked for, in particular my bank statement confirming 2 payments have been made to them, but they continue to exploit delay tactics with 'a manager is reviewing' or 'or it is with our finance team'. They have taken so long to repay money owed i am now accruing interest on my credit card. Undoubtedly, they will post something on here to say someone will contact you, but again it is a front to make the public think they are responsive, when they are not!
Update - after almost 7 weeks they appear to have processed my refund.

I have patiently tried to resolve this issue without writing a bad review. However, I am now at a point where I am frustrated and annoyed. I attempted to make a pre-booking via the app and on payment received a notification that the date and time were now unavailable. I then tried again and got the same notification. I later discovered that both payments were taken from my card and no confirmation of the booking was received. Over 1 month later, despite 4/5 phone calls, emails, providing proof of payment i am literally no further forward with confirming the booking or receiving a refund. I am told it's with a manager to review, no timescales and no further responses.
Very disappointing customer service.

UPDATE 15/1/25 - I have made contact directly with loungekey via phone, email and website portal so not sure what a DM is going to do at this stage. My complaint reference number is 5206147.

UPDATE 16/1/25 - Despite providing the requested details yesterday via DM still no response or resolution. If this is ever actually resolved I will provide an update for users.

UPDATE 17/1/25 - Still no response and no refund 5 weeks after 2 payments were taken.

UPDATE 18/1/25 - Received a response requesting proof of payment, something I had already sent them 7 days ago!! Delay tactics at its best!

UPDATE 20/1/25 - this company is a joke and does everything in its power to keep delaying refunding monies owed. So far I have twice been told someone will call me back with no phone call, received 2 emails asking for my bank statement, even though it was already provided. Yesterday I received an email asking when is a good time to call in the next 24 hours, despite me responding saying anytime, again no phone call received. STEER CLEAR OF THIS COMPANY. This is the absolute worst customer service I have ever experienced.

UPDATE 22/1/25 - Clearly the urgent request wasn't that urgent as still no response and no refund received!!! Absolute Joke!

The worst app and service. I have tried to install and reinstall the app, but always provide me with an error message and therefore get turned away at the lounges. Wasted benefit that does not work for a World Elite card holder….I'm sure I’ll just get a “talk to your bank” response. Just reading through the various negative comments, it’s unbelievable that it still exists. Happy travels everyone!

The lounge card works great when travelling off peak but in busy periods the lounges are packed and entry can be refused. But avoid Christmas and Holidays and it’s a great experience.

I couldn’t create an account with my Platinum card because of the website error, so I was refused the access to the lounge.
This was right after an 11-hour flight, and I had a 6-hour layover ahead! It felt like a stab in the back.
After all the frustration, the only relief I got was realizing I’m not the only one dealing with this terrible provider!