LoungeKey Pass
How does LoungeKey Pass work?
Your LoungeKey Pass issuer will email you a voucher / QR Code which acts as a means of access to lounges on the LoungeKey program. Each voucher / QR code represents one lounge visit. Your issuer will confirm whether the voucher can be used at a particular lounge or whether you are able to use the voucher / QR code to access any of the lounges on the program. One voucher must be presented to the lounge for each guest wishing to access the lounge.
Does my airline or class of travel determine whether I can enter a lounge?
No, LoungeKey Pass can be used to access lounges on the LoungeKey program regardless of airline or class of travel. Please check lounge finder for conditions and facilities specific to the lounge you intend to visit.
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.
Does LoungeKey Pass get me Fast Track facilities, Priority or Express boarding?
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.
Can someone else use my LoungeKey Pass to access a lounge?
No, only the person named on the LoungeKey Pass voucher will be able to use the voucher to access the lounge. The lounge will check the name of the pass holder against their boarding pass and their identification card / passport.
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 and may require an additional LoungeKey pass voucher. For more information regarding the policy within a particular lounge please visit the lounge finder https://loungefinder.loungekey.com/en/elo/
Lounge
Why is the lounge asking me for personal ID / Boarding pass?
Provision of personal ID / Boarding pass is required as a means of validation prior to access being granted at any lounge on the LoungeKey program. Details on the LoungeKey Pass voucher must match that shown on the personal ID / Boarding pass.
What lounges am I able to use the LoungeKey Pass in?
Please check your LoungeKey Pass voucher for confirmation of the lounges that you are to access. For more details about the facilities and conditions of access for each lounge please check the Lounge Finder https://loungefinder.loungekey.com/en/elo/
Where can I find information about the lounges that I can use?
Please use the lounge finder for details of where the lounge is located. A link to the lounge finder can be found within the email containing your LoungeKey Pass voucher or at https://loungefinder.loungekey.com/en/elo/
Can I take guests in with me to the lounge?
The LoungeKey Pass is valid for the person named on the voucher only. Additional guests must be in receipt of their own LoungeKey Pass or alternative means of access to enter the lounge. Please contact your LoungeKey Pass issuer for more details.
Does the LoungeKey Pass provide me with guaranteed access to the lounge?
No, the LoungeKey Pass does not act as a reservation at a lounge. Access will be granted in line with the lounges own conditions of entry. Please check the conditions of entry for your chosen lounge on the Lounge Finder before travelling https://loungefinder.loungekey.com/en/elo/
Can I take children in the lounge for free?
Please use the lounge finder to confirm the lounge’s policy on accepting children. Where children are not granted complimentary access by that particular lounge, each child will need their own LoungeKey Pass.
I’m at the airport and 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. A link to the lounge finder can be found within the email containing your LoungeKey Pass voucher or at https://loungefinder.loungekey.com/en/elo/
What is the policy for taking guests into the lounge?
The LoungeKey Pass voucher / QR code only provides access for the person named on the voucher. Each guest who wishes to enter the lounge using LoungeKey as their means of access must have their own voucher.
Which lounges are in my program?
Your issuer will confirm whether the voucher can be used at a particular lounge or whether you are able to use the voucher / QR code to access any of the lounges on the program. One voucher must be presented to the lounge for each guest wishing to access the lounge.
Do I need to have a reservation to use the lounge?
No, the LoungeKey Pass provides access to the lounges on the program without the need to pre-book. However, access will be granted in line with the lounges own conditions of entry. Please check the conditions of entry for your chosen lounge on the Lounge Finder before travelling https://loungefinder.loungekey.com/en/elo/
How long can I stay in the 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.
Voucher
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 [email protected]. If you are still unable to locate your LoungeKey Pass please contact your issuer.
My voucher has expired, how do I get a new one?
Please contact your LoungeKey Pass issuer to discuss.
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. These guest charges will be taken directly by the lounge.
I have forgotten my LKP can I still access the lounge?
Unfortunately not. The lounge is required to scan the LoungeKey Pass voucher / QR code before granting access via this program. Please contact your LoungeKey Pass issuer to request resend of your LoungeKey Pass.
Customer Service
How can I get hold of the customer services team?
For details about the lounges on the LoungeKey program please contact our customer services team https://portal.loungekey.com/en/elo/contact-us/. Please have your voucher in hand when calling. For all other queries please contact your LoungeKey Pass issuer.
I was unhappy with my recent lounge experience. How do I complain?
Please contact your LoungeKey Pass 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.
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 was not able to use my LoungeKey Pass as the lounge was full. Can I get a refund for the visit?
Please contact your LoungeKey Pass issuer for support with this query.
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 [email protected]. If you are still unable to locate your LoungeKey Pass please contact your issuer.
I’d like to use a lounge on my return journey but only have one voucher, what should I do?
Provision of a LoungeKey Pass will be at the discretion of your issuer. Please contact them direct for support with this query.
