Your LoungeKey Account
I have been denied access to a lounge because the system does not recognise my bank card.
Our card readers are set up to recognise all participants in the LoungeKey program. If you have been denied access to the lounge because your card has not been recognised please contact your card issuer.
Can someone else use my bank card to access a lounge?
No, only the person named on the bank card will be able to use the card to access the lounge. The lounge will check the name of the card holder against their boarding pass and their identification card / passport.
My bank card expiry date is in the future but I have been denied access into the lounge, why?
Please contact your card issuer who will be happy to confirm the status of your LoungeKey benefit.
I don’t have my bank card with me, can I still access the lounge?
Unfortunately the lounge does not have the ability to check whether you are a valid customer of the LoungeKey program without swiping your bank card.
My bank card has been stolen, and I am awaiting a new card, can I still access a lounge?
Unfortunately the lounge does not have the ability to check whether you are a valid customer of the LoungeKey program without swiping your bank card.
Customer Service
I have been charged for a lounge visit that I don’t believe I should have been. What should I do?
Please contact your card issuer direct with regards to any visit charge queries that you may have.
I was unhappy with my recent lounge experience, how do I complain?
Please contact your card issuer with detail of the lounge that you wish to raise a complaint about including the date and time of visit and the nature of your complaint.
The lounge attendant didn’t tell me there would be a charge for my guest, but I was charged for one.
Due to the nature of LoungeKey the lounge provider is unable to access any information regarding the charges that will be levied against you following your visit to a lounge. Please ensure that you check the visitor numbers entered by the lounge when signing in to the lounge. For further information contact your card issuer.
What does Schengen and non Schengen mean?
The Schengen agreement is a set of agreements made by European states which consequently has abolished border controls between most EU customer countries. At certain airports in signatory countries there are designated areas for Schengen and non Schengen flights. In a few cases, where lounges are located within a Schengen area, you will only be able to access the lounge if you are flying to another Schengen country. Equally, non Schengen lounges can be accessed only if you are flying to a non Schengen country. Where applicable, the status of a lounge is clearly shown when you look it up on the lounge finder within the LoungeKey App. At present the following countries participate in the scheme. It is worth noting that the United Kingdom and the Republic of Ireland are not currently signatories: Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden and Switzerland.
At the Lounge
Can I take children in for free?
Many lounges will allow children entry at the prevailing guest rate however, for more information regarding the policy within a particular lounge, please visit the lounge finder.
Will I be issued with a digital card to let me access the lounge straight away?
No, as a customer of LoungeKey you will be able to use the bank card with which you receive lounge entry as proof of your eligibility. Please contact your card issuer to confirm whether you are required to register for this benefit.
My guest was refused entry to a lounge.
It is at the lounges discretion how many guests can be taken into the lounge with a LoungeKey customer. Please check the lounge finder to confirm the conditions of each individual lounge.
How long can I stay in a lounge for?
Each lounge will have its own restrictions on the length of time that you are able to stay. Where a time limit is imposed it may be possible to re-enter the lounge after the initial period has expired. This will be at the discretion of the lounge. For more information regarding the policy within a particular lounge please visit the lounge finder.
My partner and I both have LoungeKey as a benefit on our bank card, do we both have to present our cards when arriving at the lounge?
Yes, to ensure that you do not receive any unnecessary charges both cards must be presented when entering the lounge.
What is the policy for taking guests into the lounge?
You can invite guests to join you in a lounge. Most lounges will allow any number of guests but, where there are restrictions in place, these are highlighted within the lounge details available on the lounge finder. Please contact your card issuer for further detail on the fee charged for guests. Please note each individual LoungeKey customer should present their card when entering a lounge to ensure that any prevailing charges are made correctly.
Locating a Lounge
If my flight is delayed or cancelled, can the lounge attendants help with finding me another flight?
No, it is best to speak direct with your airline customer service team.
I cannot find a lounge – how do I know where to go?
Please use the lounge finder for details of where the lounge is located.
Does LoungeKey allow me free fast track facilities?
No, LoungeKey only provides access to lounges within the LoungeKey program. Details of the lounges within your program can be found on the lounge finder.
Does LoungeKey get me Priority or Express boarding?
No, LoungeKey only provides access to lounges within your LoungeKey program. Details of the lounges within the program can be found on the lounge finder.
