FAQ

We have collated a list of frequently asked questions on this page. Should you feel that your question is not sufficiently answered, please complete the ‘Contact us’ form

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What is a LoungeKey Pass?

LoungeKey Pass is a digital voucher that gives access to up to 1,400+ airport lounges and travel experiences worldwide without the need for registration or membership. It allows travellers to relax and enjoy pre-flight time, turning the airport experience from an endurance into an indulgence.

LoungeKey Pass is designed with flexibility in mind. At this time, it is not possible to pre-book or guarantee entry in to a specific lounge or travel experience through LoungeKey Pass. Access will be granted in line with our partners’ conditions of entry. We recommend that you take note of these conditions of entry when searching for your chosen lounge or travel experience via LoungeKey’s Lounge Finder - LoungeKey’s Lounge Finder prior to travelling.

LoungeKey Pass is valid for twelve months from the date of purchase and is non-refundable.

Please note, dining options are excluded.

How do I purchase a LoungeKey Pass?

If you're looking to buy a LoungeKey Pass, the process is simple and easy:

  1. Choose the type of LoungeKey Pass that suits your travel needs – either Asia Pacific or Global.
  2. Enter the traveller’s details. NOTE: The name provided must exactly match the name on the traveller’s passport and boarding pass.
  3. Provide your payment information to make a secure online purchase using the listed payment methods. Once you've completed the payment process, you'll receive an email from noreply@email.loungekey.com containing a confirmation and QR code. Please be sure to bring these with you on your day of travel, as they’re required to gain entry to your chosen airport lounge or travel experience.

Can I purchase more than one pass at a time?

It is possible to buy multiple LoungeKey Passes in a single transaction. For instance, if you want to buy access to a lounge or travel experience for your return journey or your family members, you can add the required number of passes and enter the traveller details for each pass – ensuring the name exactly matches that of the traveller’s passport and boarding pass. Once you have added the passes, they will be displayed in your 'Cart' along with the total cost.

How does LoungeKey Pass work?

Once you have successfully purchased a LoungeKey Pass, an email containing a PDF attachment with a voucher/QR code will be sent to you via email (which is why it’s important that you provide an active email address when prompted). This code will allow you to access any lounge or travel experience within the LoungeKey programme.

It is important to note that each voucher/QR code is valid for only one lounge or travel experience visit and must be used within twelve months from the date of purchase. The type of LoungeKey Pass that you purchase determines whether the voucher can be used to gain access to airport lounges or travel experiences within Asia Pacific or Global. When accessing the lounge, please remember to present one voucher per guest, along with your travel documents and boarding pass.

What if I have problems making a purchase?

The purchase confirmation is instant, with a receipt and voucher sent to your given email address (please ensure that you provide an active email address when prompted). Should you experience any problems with any part of your booking, please use the contact us form

Does my airline or class of travel determine whether I can enter a lounge?

No, LoungeKey Pass can be used to access lounges and travel experiences within the LoungeKey programme regardless of airline or class of travel.

LoungeKey Pass is designed with flexibility in mind. At this time, it is not possible to pre-book or guarantee entry in to a specific lounge or travel experience through LoungeKey Pass. Access will be granted in line with our partners’ conditions of entry. We recommend that you take note of these conditions of entry when searching for your chosen lounge or travel experience via LoungeKey’s Lounge Finder prior to travelling

Does LoungeKey Pass enable me to use Fast Track facilities, Priority or Express boarding?

LoungeKey Pass only provides access to airport lounges and travel experiences within the LoungeKey programme. Please use LoungeKey’s Lounge Finder to search for options prior to travelling

Can another person use my LoungeKey Pass to access a lounge or travel experience?

No, only the person named on the LoungeKey Pass voucher will be able to use the voucher to access the lounge. This is because the lounge will verify the name of the pass holder against the traveller’s passport and boarding pass.

How long can I stay in a lounge for?

Each lounge or travel experience within the LoungeKey network will have its own policy regarding the length of time that you are able to stay. Access will be granted in line with our partners’ conditions of entry. We recommend that you take note of these conditions of entry when searching for your chosen lounge or travel experience via LoungeKey’s Lounge Finder prior to travelling

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 or travel experience 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 search via the LoungeKey Lounge Finder. 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.

Why is the lounge receptionist asking me for my passport and boarding pass?

Provision of passport and boarding pass is required as a means of validation prior to access being granted at any lounge or travel experience within the LoungeKey programme. Traveller’s details on the LoungeKey Pass voucher must exactly match those shown on the traveller’s passport and boarding pass.

What lounges and travel experiences am I able to use the LoungeKey Pass in?

It is possible to search LoungeKey’s entire inventory via the LoungeKey Lounge Finder. If you have purchased an Asia Pacific LoungeKey Pass, you will be able to use your pass to enter airport lounges and travel experiences located within the Asia Pacific region only. If you have purchased a Global LoungeKey Pass, you will be able to enter airport lounges and travel experiences globally.

LoungeKey Pass is designed with flexibility in mind. At this time, it is not possible to pre-book or guarantee entry in to a specific lounge or travel experience through LoungeKey Pass. Access will be granted in line with our partners’ conditions of entry. We recommend that you take note of these conditions of entry when searching for your chosen lounge or travel experience via LoungeKey’s Lounge Finder prior to travelling.

Where can I find information about the airport lounges and travel experiences that I can use?

It is possible to find information on each individual airport lounge and travel experience within the LoungeKey inventory by searching for your chosen lounge or travel experience via LoungeKey’s Lounge Finder.

Can I take guests in with me to the airport lounge or travel experience?

LoungeKey Pass vouchers are non-transferable and can only be used by the person whose name is mentioned on the voucher. If you wish to purchase additional LoungeKey Passes for your guests, you can easily do so by adding the required number of passes and entering the traveller details for each pass via the ‘Purchase Pass’ functionality – ensuring the name exactly matches that of the additional travellers’ passports and boarding passes. Once you have added the passes, they will be displayed in your 'Cart' along with the total cost.

Once you have completed the purchase, you will receive an email containing a PDF attachment for each guest. These attachments will include vouchers with QR codes that correspond to the names of each travelling guest. To enter your chosen airport lounge or travel experience, the receptionist will verify the name of the LoungeKey Pass holder against their passport and boarding pass.

Does LoungeKey Pass provide me with guaranteed access to my chosen airport lounge or travel experience?

LoungeKey Pass is designed with flexibility in mind. At this time, it is not possible to pre-book or guarantee entry in to a specific lounge or travel experience through LoungeKey Pass. Access will be granted in line with our partners’ conditions of entry. We recommend that you take note of these conditions of entry when searching for your chosen lounge or travel experience via LoungeKey’s Lounge Finder prior to travelling.

Can I take children in the lounge for free?

Each airport lounge or travel experience will have clear guidelines regarding access for children to airport lounges and travel experiences within the LoungeKey Pass network. We recommend that you search for your chosen lounge or travel experience via LoungeKey’s Lounge Finder prior to travelling to check their conditions for entry. Where children are not granted complimentary access, each child will need their own LoungeKey Pass.

I’m at the airport and I cannot find a lounge or travel experience – how do I know where to go?

We recommend that you search for your chosen lounge or travel experience via LoungeKey’s Lounge Finder. A link to the Lounge Finder can also be found within the email containing your LoungeKey Pass voucher.

Which lounges are in my programme?

LoungeKey Pass provides access to up to 1,400+ airport lounges and travel experiences worldwide without the need for registration or membership. You may search for lounges and travel experience via LoungeKey’s Lounge Finder.

If you have purchased an Asia Pacific LoungeKey Pass, you will be able to use your pass to enter airport lounges and travel experiences located within the Asia Pacific region only. If you have purchased a Global LoungeKey Pass, you will be able to enter airport lounges and travel experiences globally.

Do I need to have a reservation to use the lounge?

LoungeKey Pass is designed with flexibility in mind. At this time, it is not possible to pre-book or guarantee entry in to a specific lounge or travel experience through LoungeKey Pass. Access will be granted in line with our partners’ conditions of entry. We recommend that you take note of these conditions of entry when searching for your chosen lounge or travel experience via LoungeKey’s Lounge Finder prior to travelling.

How long can I stay in the lounge or travel experience for?

Each lounge and travel experience within the LoungeKey Pass network will have its own policy regarding the length of time that you are able to stay. We recommend that you search for your chosen lounge or travel experience via LoungeKey’s Lounge Finder prior to travelling to check their conditions for entry. 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.

 I can’t find the email voucher – how do I get another copy of it?

Please check your email junk folder for an email from noreply@email.loungekey.com. If you are still unable to locate your LoungeKey Pass, please use the contact us form.

The lounge staff didn’t tell me there would be a charge for my guest, but I was charged for one.

The LoungeKey Pass voucher / QR code only provides access for the person named on the voucher. A voucher must be produced for each guest who wishes to enter the lounge using LoungeKey. Lounges may levy charges for guests who are unable to provide a LoungeKey Pass upon entry. These guest charges will be taken directly by the lounge.

I have forgotten my LoungeKey Pass, can I still access the lounge?

Presentation of a LoungeKey Pass is required to enter a lounge or travel experience, to enable the receptionist to scan the LoungeKey Pass voucher / QR code before granting access via this programme. If you are unable to locate your LoungeKey Pass, please use the contact us form.

How can I get hold of the customer services team?

Please use the contact us form.

If my flight is delayed or cancelled, can the lounge or travel experience attendants help with finding me another flight?

We recommend that you speak directly with your airline’s customer service team.

I was not able to use my LoungeKey Pass as the lounge was full. Can I get a refund for the visit?

LoungeKey Pass will remain valid for twelve months from the date of purchase. You can use it at any of the lounges that are part of the programme within this period. At this time, it is not possible to pre-book or guarantee entry in to a specific lounge or travel experience through LoungeKey Pass. Access will be granted in line with our partners’ conditions of entry, which you can find via LoungeKey’s Lounge Finder prior to travelling. LoungeKey Pass is non-refundable.

I was not able to use my LoungeKey Pass as there was an issue with the lounge access. What should I do?

LoungeKey Pass will remain valid for twelve months from the date of purchase. You can use it at any of the lounges that are part of the programme within this period. If you're still experiencing issues, please use the contact us form.

I can’t find the email that my LoungeKey Pass issuer has sent me in my inbox – what should I do?

Please check your email junk folder for an email from noreply@email.loungekey.com. If you're still experiencing issues, please use the contact us form.