Conditions of Use

LoungeKey Pass Conditions of Use

  1. In these Conditions of Use, the following words and expressions shall have the meanings set out against them below:
    Customer means any person who participates in the Program.
    Lounge/s means a third party provider of airport or travel lounges which are available to Customers participating in Program.
    Means of Access means a third party provider of services, including but not limited to dining, spa or retail,, which are available to Customers participating in the Program.
    Merchant of Record means the organisation responsible for processing Customers payments for Lounge access through Program, including but not limited to, Priority Pass’s affiliates:
    1. Priority Pass Limited;
    2. Priority Pass, Inc.;
    3. Priority Pass (A.P.) Limited;
    4. Collinson (Shanghai) Co. Ltd;
    5. Collinson Services India LLP;
    6. Collinson Peru S.A.C.; and
    7. Priority Pass (Asia) Pte. Ltd
    Priority Pass means Priority Pass Limited of 3 More London Riverside, London, SE1 2AQ, Company No. 02728518.
    Program means the LoungeKey Pass™ programme provided by Priority Pass designed to enable Customer access to Lounge using a Means of Access.
  2. Conditions of Use: By participating in the Program, Customer agrees to and accepts these Conditions of Use. These Conditions of Use will prevail over any other terms and conditions provided to Customer in relation to purchase, or use of, Program. Priority Pass reserves the right at all times to make any changes to these Conditions of Use. Customer agrees that Priority Pass may provide notification by posting the Conditions of Use on the Program website, and that Customer use of Program constitutes agreement to the current Conditions of Use. Customers are advised to review these Conditions of Use prior to use of Program. Conditions of Use are effective as of the 7th May 2024 and will apply to use of Program from that point forward.
  3. Terms: These Conditions of Use set out the terms relating to Program and use of Lounge or Merchant. Each Lounge or Merchant will have its own specific terms which will be outlined in the Lounge or Merchant description on Program website. By using the Lounge or Merchant Customer is accepting the Lounge or Merchant terms. Customer should read the Lounge or Merchant terms carefully before using the Lounge or Merchant.
  4. Merchant of Record: The principal entity supplying Lounge and Merchant access for Program is as follows:
    1. Priority Pass Limited for services within Europe, Middle East and Africa.
    2. Priority Pass, Inc. for services within North America, South America (excluding Peru) and Latin America;
    3. Priority Pass (A.P.) Limited for services within Asia Pacific (excluding People’s Republic of China, India and Taiwan);
    4. Collinson (Shanghai) Co. Ltd for services within People’s Republic of China;
    5. Collinson Services India LLP for services within India;
    6. Collinson Peru S.A.C. for services within Peru; and
    7. Priority Pass (Asia) Pte. Ltd. for services within Taiwan.
  5. Documentation: Admittance to a Lounge or Merchant is strictly conditional upon Customers possessing (i) a valid Means of Access, (ii) a valid boarding pass and (iii) any additional identification that the Lounge or Merchant may require from Customer and their guests, which may include passport, national identity card or driving license. Photograph of Means of Access will not be accepted as substitutes. Some Lounges or Merchants in Europe are located within designated Schengen areas of airport which means that access is only provided to these locations if Customer is travelling between Schengen countries.
  6. Use of Lounge: When presenting the Means of Access on entering a Lounge or Merchant, Customers are required to inform staff that they wish to enter Lounge or Merchant using the Program by referencing “LoungeKey Pass”. Staff will verify eligibility to enter the Lounge or Merchant by checking the Means of Access visually and then electronically recording the Means of Access through a card/code reader, or otherwise entering the details into a secure system. If requested, Customer must sign the card reader screen. The electronic record of Customer’s Means of Access will be considered valid evidence of Customer accessing Lounge or Merchant.
  7. Means of Access on Device: Means of Access on Customer’s smartphone, tablet or other device may require inspection by staff, including the need for the member of staff to handle the device. Priority Pass accepts no liability for any damage caused to the device by Lounge.
  8. Use and expiry: Means of Access is non-transferable and Customer may only use Lounge or Merchant up to and including the expiry date shown on the Means of Access. Means of Access may not be used by any person other than the named Customer.
  9. Merchant Charges: Priority Pass is not responsible for any charges made by the Merchant in relation to any Merchant visit, whether authorised, unauthorised or incorrect.
  10. Children: Applicability of Lounge and Merchant access for children varies according to each specific Lounge or Merchant’s policies. Customer is advised to check the Lounge and Merchant description provided within the Lounge Finder link in the Program email for specific child-related provisions prior to using the Lounge or Merchant. Inclusion of children with regard to eligibility for the Lounge or Merchant is at the discretion of the Lounge or Merchant.
  11. Behavioural Standards: Use of Lounge and Merchant is subject to Customer, guest and children behaving and dressing in accordance with the Lounge and Merchant terms and conditions, and any person not complying with such terms and conditions may be asked to vacate the Lounge or Merchant. Priority Pass is not liable for any loss suffered by Customer where a Lounge or Merchant has refused admission or Lounge or Merchant use because Customer or any guest has not complied with the terms of this Program or Lounge or Merchant terms and conditions.
  12. Consumption Charges: The provision of alcoholic drinks, where local law permits, is at the discretion of each Lounge or Merchant location and in some cases may be limited or unavailable. In such cases Customer is responsible for paying any charges for additional consumption or for premium alcoholic drinks directly to Lounge or Merchant. See individual Lounge or Merchant descriptions for details.
  13. Telephone and Wi-Fi: Telephone and Wi-Fi availability vary in each Lounge and Merchant and are provided at the Lounge and Merchant’s discretion. Free usage of telephone facilities is normally limited to local calls only. Charges for any other services are at the discretion of each Lounge or Merchant, and Customer is responsible for paying these directly to the Lounge or Merchant.
  14. Flight Announcements: Lounge and Merchants have no obligation to announce flight information and Customer accepts that Priority Pass will not be held liable for any direct or indirect loss resulting out of any Customer or guest failing to board their flight. It is Customer’s responsibility to check the relevant entry requirements for any country being visited and to have the correct travel documentation for the journey.
  15. Changes to Program: Priority Pass may amend the Program at any time upon providing 30 days’ notice in advance of such change. Where Customer receives Program through a payment card provider or other organisation, any changes will be notified to the payment card provider, who is responsible for advising Customer. In the event that Customer does not accept a change, Customer will have the right to terminate their Program by providing 30 days’ notice in writing directly to the payment card provider or other organisation who will be responsible for informing Priority Pass and liable for any costs Customer incurs as a result of its failure to inform Priority Pass of such termination.
  16. Third Party Organisations: Lounge and Merchants are owned and operated by third party organisations. Customer and guests must abide by the rules and policies of each participating Lounge and Merchant location, and Customer accepts that provision of a Means of Access for a Lounge or Merchant does not guarantee access or continued access and us subject to capacity restrictions. Customer accepts that Priority Pass has no control over the Lounge or Merchants decision of whether to admit any Customer, the number of people allowed in at any time, facilities offered, the opening/closing times, the length of time which Customers may spend in Lounge or Merchant, any charges payable above and beyond those included, or the personnel employed. Priority Pass will use reasonable endeavours to ensure benefits and facilities are available as advertised, but Customer accepts that Priority Pass does not warrant nor guarantee in any way that any or all of the benefits and facilities will be available at the time of Customer's visit.
  17. Payments Between Customer and Lounge: Where applicable, access to specific Lounges or services within Lounge may require payment in addition to Customer’s Means of Access. This additional payment is managed by Lounge and Priority Pass accepts no liability for this transaction between Customer and Lounge.
  18. Pre-Booking: Where applicable, Lounges may offer a pre-booking service at an additional charge, which is managed by Priority Pass or Lounge. The provider of the pre-booking service will be indicated on the pre-booking page and the service description on Program website and app. Where Lounge is Merchant of Record and processes the additional charge, Lounge is responsible for this service and transaction between Customer and Lounge. Any related pre-booking transaction or payment queries made via Lounge should be addressed to Lounge. 
    Where Priority Pass is Merchant of Record and processes the additional charge, Priority Pass is responsible for this service and transaction between Customer and Priority Pass. Any related pre-booking transaction or payment queries made via Priority Pass should be addressed to Priority Pass. Pre-booking service is subject to Customer’s compliance with all applicable terms of these Conditions of Use and Lounge’s terms.
  19. Third Party Links and Websites: Program website may contain links to websites, offers or programmes that are operated or owned by third parties that are not part of, or controlled by, Priority Pass. Priority Pass accepts no responsibility for the content of any such third party websites, or in relation to use of any Lounge and Merchant or the redemption of any offers by third parties. Priority Pass will not be liable for any loss or damage that may arise from Customer’s use of any third party websites, offers or programmes.
  20. Loss: Customer accepts that Priority Pass is not liable for any direct or indirect loss to Customer, or any guest, arising from the provision or non-provision, whether in whole or in part, of any of the advertised benefits and facilities. Customer accepts that Priority Pass is not liable for any loss or personal injury suffered inside a Lounge or Merchant by any person who has entered under the Program.
  21. Personal Belongings: To the fullest extent allowed by law, Priority Pass accepts no responsibility for the actions of Customer or any guest when using any Lounge or Merchant or participating in Program and will not be responsible for any personal belongings brought into a Lounge by Customer or their guest.
  22. Lost or Stolen Means of Access: Priority Pass shall not be responsible for replacing any lost, stolen, damaged, or otherwise non-functional Means of Access, and shall not be liable for any inability of a Customer to access the Lounge or Merchant during any period that any Means of Access is being replaced or updated.
  23. Invalid Means of Access: Any Lounge or Merchant accessed by Customer using an invalid Means of Access will be charged to Customer.
  24. Payment: Where Priority Pass is Merchant of Record and processes a charge for Means of Access, Priority Pass is responsible for this service and transaction between Customer and Priority Pass. Any related transaction or queries for payment made to Priority Pass should be addressed to Priority Pass.
  25. Discount or Promotion Code: If a code has been provided by a third party or payment provider, Customer may enter code where directed on Program website to generate Means of Access. If code is not entered correctly, or code provides partial discount, Customer will be prompted to pay the balance for Means of Access. Any related code issues should be addressed to third party provider or payment provider of code.
  26. Cooling Off Period’: Customers who purchase Means of Access directly from Priority Pass will be entitled to a full refund of fees if cancelled within 14 days of the initial purchase and service has not been used by Customer. Cancellation of Means of Access must be requested in writing to the Priority Pass office where the Means of Access was issued, or via phone at +44 (0) 208 865 0767
  27. Cancellation by Priority Pass: Priority Pass reserves the right at any time in its sole discretion and without notice to terminate the Program. Where applicable, a refund of the Means of Access fee will be made provided revocation has not been made because of fraud or misuse by Customer. Priority Pass reserves the right to immediately cancel, without refund, any Means of Access where Customer is found to be in breach of these Conditions of Use. 
  28. Disputes: Priority Pass is not responsible for any disputes or claims that may occur between Customer and Lounges or Merchants, nor for any losses, costs, damages, or expenses incurred. Any claims or issues arising out of or in connection with the Program regarding Lounge access should be dealt with by Priority Pass. Customers with complaints relating to any Lounge access should, within six months of the relevant Lounge access make a complaint via one of the channels listed. Contact Priority Pass.
  29. Indemnity: Customer agrees that s/he will defend and indemnify Priority Pass and its directors, officers, employees and agents (collectively 'the indemnified parties') against and hold each indemnified party harmless from all liabilities, damages, losses, claims, suits, judgments, costs and expenses (including reasonable legal fees) for injury to or death of any person or damage to or destruction of any property arising out of the use of any Lounge or Merchant access by Customer or any other person accompanying Customer, except that such indemnification shall not extend to acts of gross negligence or wilful misconduct by the indemnified parties.
  30. Tax Liability: Priority Pass makes no representations as to any income, use, excise or other tax liability of Customers as a result of their Lounge or Merchant access. Customers are advised to check with their accountant or tax adviser for further information. Customer is solely responsible for any tax liability as a result of purchasing or using a Lounge or Program.
  31. Personal Data: By participating in the Program, Customer consents to any personal data being used in accordance with the privacy policy, available on written request to Priority Pass Limited at 3 More London Riverside, London, SE1 2AQ, UK.
  32. Sanctions: Customer represents and warrants that (i) Customer is not located in a country that is subject to a U.S. government embargo, or that has been designated by the U.S. government as a “terrorist supporting” country; and (ii) Customer is not listed on any U.S. government “watch list” of prohibited or restricted parties, including the Specially Designated Nationals list published by the Office of Foreign Assets Control of the U.S. Treasury or the Denied Persons List published by the U.S. Department of Commerce.
  33. Monitoring: Priority Pass is constantly trying to improve the services it provides to Customers therefore may occasionally monitor telephone calls from Customers to maintain and enhance our services. Where calls are recorded, Customer may access their own telephone recordings and call charges by submitting their request in writing to the Priority Pass.
  34. Jurisdiction: To the extent permissible by local law or regulation, these Conditions of Use shall be governed by and construed in accordance with English law, and Priority Pass and Customer shall submit to the exclusive jurisdiction of English courts to resolve any disputes that arise out of them.
  35. Enforceability: Any provision of these Conditions of Use declared void or unenforceable by any competent authority or court shall, to the extent of such invalidity or unenforceability, be deemed severable and shall not affect the other provisions of these Conditions of Use.
  36. Conflict: If there is any conflict in meaning between the English language version of these Conditions of Use and any version or translation, the English language version shall prevail.