Priority Pass Reviews

On my 3 flights since the COVID pandemic, all priority pass lounges were closed, while other lounges were open... Worthless!

Don't Waste your Time

During this current time, when there is no business travel to speak of, here is yet another company just taking your money and running and giving no service. Telephone operative states no refund is available whatsoever for any reason, even though airlines are not flying, airport are shut and there is no way to use the services that have been pre paid and to add insult to injury does not apply extension of 3 months to account. Think carefully before throwing your money away.

How do I cancel this Priority Pass thing? It came with a credit card. I can’t find any way to get it out of my life.

Convenient and pleasure with our card.

I wish to document my horrible experience at the Platinum Lounge in terminal 2A of the Budapest airport (BUD). I went at about 5:15am local time on March 12, 2020. The ladies manning the access at the front were not very pleasant. They would not let me in. They said my Priority Pass card was declined. I called the Priority Pass customer service and they verified my pass was active. The representative asked to speak to the agent at the lounge. The lady refused to take his call. So then he called directly and the lady told him that it was declined and there was nothing she could do. So I pulled up my digital access UPC symbol on my phone through the app. At this point, they both said they were rebooting their system and we should just go to the other terminal lounge. I went to the other lounge and they treated me great. I should note that the ladies were not just saying no in a nice way, but they were bothered that I tried to get access after their initial no.
Sincerely,
Mateo Simpson

Priority Pass is marginally beneficial to the international flyer and of little value US domestic flyers.

While they advertise care holders can bring up to 2 additional guests, they don't tell you those guests will be charged $27 per person.

In many international airports the accessible lounge will either be outside of security or in a terminal or concourse requiring leaving security and returning after the lounge visit. Most times impracticable.

In the US there are few airports that have a member lounge or again require impracticable efforts to access them.

Some are extremely poor in comparison with the lounges of the airlines themselves or in comparison with those of international airports.

We have had some good results in Bangkok, several in China, and sporadically in other cities but again they may charge and you will get no help from Priority Pass with rectification.

Basically heard so much about this, decided to try it myself.. the basic.. because I dont travel often but wanted to try it a few times before committing to the premium.

I have never use this before so in LAS Vegas I use this for the first time. It worked! Great. Mine is pay per visit, which is fine. I was charged $32 as expected.
I had my colleague waiting for me the gate and asked her if she wanted to be my guest. I had her meet me inside the lounge at the desk. They scanned my card and her boarding pass, no problem.

A few days go by and I see two charges. It should be $32 and another $32 per guest right?

No, I was charged $64. I especially was a bit cautious about "leaving" the lounge and never even stepped outside because just in case.. you never know what the rules are.

I was apparently charged another 32 because the guest is supposed to enter with me, ok. That I understand.. but seriously???? Only one boarding pass was scanned for the guest... but it equates to me re-entering when I NEVER EVEN STEPPED OUT. Maybe make that clear, you will be charged multiple times. Thank god I didnt offer my other coworkers to join me since I would have been charged extra for myself a number of times.

Or, look at it this way. You have the 10 visit pass, you basically can end up being charged all 10 times without even realizing they are counting it against you.. and no one even tells you this up front.

Better yet, tell me... no a guest must be with you when you initially enter. Hello, because your guest didnt enter at the same time as you.. you will charged extra as if you left and re entered together, is that alright?

That's all I needed to know at the lounge front desk. It was my first time ever attempting to use priority pass to see if it worked and that just left me with a terrible first experience now.

Update: tried to speak with someone from PriorityPass and the person helping me explained the charges. I said, I totally understand that but I never even left and that was even made clear to me at the desk. She spoke to her supervisor and explained and was authorized to refund me this time because it was the first time.
The policy is policy, I get it. But it's a horrible one not to explicitly tell someone this.

Priority pass is a con. What you don’t realise is that for most lounges anybody can walk in, pay and use. The result ? The lounges are nearly always full or at the very best overcrowded and chaotic. There is a way around this of course, which is to book in advance. This of course costs an additional fee on top of the fee you’ve already paid to Priority Pass. And this is all before you actually get into the lounge. These are nearly always overcrowded “bun fights” where the queue for food and drink makes you wonder why you signed up for this in the first place. Certainly not a calm enough environment to work or relax in. If you think you will receive the kind of lounge one gets with a freq flyer card, you are mistaken. You are better off not bothering. A total waste of money.

Has made travelling through airports with children a lot more enjoyable and stress free.

Fantastic. Came in handy when I couldn't get a hotel in Chongqing and needed a shower and a nap

I have been really enjoying the membership. I hope to see more lounges accepting the Priority Pass.

Nice,but in lounge in Delhi airport is telling that some time is full and informing us to go to other lounge, one time I face priority pass is not accepted.

It was the best well spend money ever! I use at least 4 times every month! Worth!!!!

After being a member for 2 years 2018/2019 not bad as we flew from Heathrow a couple of times, but 2019/2020 only flying from Newcastle on 4 occasions, the first 3 times being told "Sorry the Airport Lounge is full" but on the 4th was a little bit more promising, we were told that there were spaces available soon and I passed on my telephone number, but we waited and no phone call was made, I called at the Aspire Lounge on my way to the Check In Desk and was told "Sorry no places became available" I phoned Priority Pass to ask for a refund for my 10 month old unused Priority Pass card which included my initial free entry only to be told that the Terms & Conditions state that entry is not guaranteed and a refund is out of the question, the thing is Aspire Lounge at Newcastle is certainly the worst Lounge I have visited out of the 5 I have used, the food is always the same and if you do a search for Airport Lounge Voucher Codes you can gain entry guaranteed for the same price as you would pay for the discounted Priority Pass card that usually cost £69 annually or if you go through Groupon and pay £6 for the voucher you get it for about £40, this includes the cardholder a 1st visit free.
I will never again purchase another one of these.

Never had a bad issue,staff are fantastic and make you feel welcome.a fantastic start to your holiday.

I used the lounge in Langkawi and was very disappointed (no food, no bottled water, no snacks) and was only in there 20 minutes before my flight. I emailed Priority Pass and expected a simple and let’s face it base level of customer service of them just apologising and offering me a complimentary pass to another lounge in future - too easy yes? But instead I have had a sequence of emails with them then asking me to call a HK number. I arrived at Sydney airport to fly to Perth and had 2 hours to kill so I called the number. The first person put me on hold for over 10 minutes, so I called back - I spoke to an incomplete person called Michele - they typical ‘oh I’m sorry for your experience sir….’ blah, blah, blah. She then said she has to send an email to have the case looked at - I explained I had already gone through this email sequence and was at the airport so wanted it authorised now. Again - an easy fix to the problem and leaving me with a positive experience. Well sadly NO. It seems that logic and customer service don’t go together. In fact customer service appears that if these people have no responsibility and the management lock themselves away in Ivory towers then they believe they are doing a good job. I then asked to speak to a manager - she put me on hold (no lie) for 20 minutes!!! As I didn’t give up they finally put me through to a ‘manager’ who told me they would send an email to escalate my case. Im gobsmacked at how utterly diabolical they think it is to treat someone. In the end it has cost me about $60-$80 in overseas phone calls - but it became a principle that I would not let go of.
In short BE AWARE - this is not a professional or customer focused company I would urge people to NOT USE THEM.
Judging by the large number of poor reviews I am not alone.

Take your custom elsewhere - hopefully their management will realise that they are not performing and meeting customer expectations.

The Priority Pass is a real asset when travelling. Having somewhere quiet to sit, work and eat is a real bonus and makes travelling less stressful. The only problem is that in some cases the lounges are getting more popular and quite full which in the end defeats the objective.

Why you charge for 3 years old baby as for adult fee??? I had to pay for my daughter full price when she was sleeping in the buggy. I am really disappointed with that. I wouldn’t buy the membership for the next time.

An excellent experience for my family and I

I have made a complaint to Priority Pass and despite making many phone calls have received no acknowledgement of my complaint and been given no details of who to complain to as they refuse to resolve my complaint.I received no physical card for the entire year of my membership despite many requests and therefore could not access a lounge when most needed.On the last day of my membership I wanted to access a lounge but the digitalcard wrongly showed expired.I have never heard of a company with no mechanism for acknowledging or dealing with complaints

Original question: Does priority pass have any plans to replace the Timberline Lounge at Denver International Airport (DEN)?

Response: Dear
Thank you for your email about lounge access for Priority Pass Members at
Denver International airport.

Our lounge program

We’re continually looking at new opportunities to increase the number of participating lounges in our program. Visit prioritypass.com to view new additions and up-to-date lounge information for your chosen airport before you travel.

My reply: Your response did not address my question in any meaningful way.
Does Priority Pass have specific plans to replace the lounge benefits it had previously with Timberline Lounge with another lounge that offers food and drink?

Their response:
Thank you for your email.
Kindly be advised Priority Pass provides its members with access to an extensive network of lounges worldwide. Unfortunately, we don’t currently have any participating lounges at this location, Denver International airport.
Our lounge program
We’re continually looking at new opportunities to increase the number of participating lounges in our program. Visit prioritypass.com to view new additions and up-to-date lounge information for your chosen airport before you travel.

I love priority pass, highly recommended!

Some lounges are very poor

Priority Pass represents quite good value for money and is worth joining if you travel a lot. It is relaxing and worthwhile to have a Priority Pass to gain access to lounges away from the hubbub and chaos of the main airport concourses. Some priority lounges are spacious and airy (Athens airport) while others can be quite cramped and crowded (Heathrow T5) but overall it is still worthwhile. The menu of available food in the Priority Pass lounges is quite limited however understandable in terms of ensuring that the food is acceptable to all types of eaters. The welcome and reception at every Priority lounge can vary from warm and welcoming to cool and efficient.

Disappointing experiences. Most lounges I have visited have unhappy and unfriendly staff, lack and low quality of food and by far too small lounges for the amount of people (or too many people allowed in). So far my membership has been a great disappointment and I may not extend my membership. The quality does not justify the cost. The one exception was the lounge in Mactan-Cebu International Airport, Philippines which was a pleasant experience. They did a great job!