Start here: LoungeKey — access, what you pay, at the lounge door, and changes and complaints

Step 1: What LoungeKey is and who it suits

You will learn: what the LoungeKey programme is, which terms govern it, and who it is available to.

The LoungeKey programme is provided by Priority Pass Limited to enable access to lounge and merchant locations using a Means of Access; lounges and merchants are third-party providers, and using one accepts its own terms [1]. By participating, a customer accepts the Conditions of Use, which prevail over other terms provided for purchase or use of the programme, and LoungeKey may change them and notify by posting them on the programme website and app [1].

The principal entity supplying lounge and merchant access is Priority Pass Limited in Europe, the Middle East and Africa; Priority Pass, Inc. in North America, South America excluding Peru, and Latin America; Priority Pass (A.P.) Limited in Asia Pacific excluding the People's Republic of China, India and Taiwan; Collinson (Shanghai) Co. Ltd in the People's Republic of China; Collinson Services India LLP in India; Collinson Peru S.A.C. in Peru; and Priority Pass (Asia) Pte. Ltd. in Taiwan [1]. English law governs, with non-exclusive English-court jurisdiction to the extent local law permits, and the English version prevails over any translation [1]. The customer warrants not being in a US-embargoed or 'terrorist supporting' country and not being on a US prohibited-party list, including the OFAC Specially Designated Nationals list or the Commerce Denied Persons List [1]. A customer is any person who participates; where access comes through a payment card provider or other organisation, that provider's benefit determines whether a charge applies [1].

Note on the text: the definitions name 'LoungeKey' as Priority Pass Limited, 3 More London Riverside, London SE1 2AQ, Company No. 02728518; the Personal Data clause directs written requests to 'Lounge Key Limited' at the same address; and the footer reads 'Copyright © 2026 Lounge Key Ltd.' [1]. The names are reproduced here as printed [1].

Go deeper: the LoungeKey programme hub groups every page about the programme; Priority Pass vs LoungeKey compares the two programmes.

Step 2: Your Means of Access and what you pay

You will learn: what can serve as your Means of Access, when a charge applies, and which limits and account requirements matter.

Visits are subject to a per-person, per-visit charge; where the card provider's or other organisation's benefit applies, visits including accompanying guests are debited to the customer's payment card by LoungeKey or the provider at the rates and terms notified [1]. One membership per visit applies, the correct Means of Access must be presented, and payment queries go to LoungeKey, the provider or other organisation, not the lounge or merchant [1]. A Means of Access is an eligible payment card, Digital Membership Card, or a code, barcode or other form of access detailed by LoungeKey in writing; a payment card creates no point-of-sale transaction, but a later charge may be made [1].

A Digital Membership Card is non-transferable and usable to its shown expiry or the end of the provider's benefit; only the named customer may use a Means of Access, one per visit, and LoungeKey or the provider may limit visits within a period and within the same arrival or departure location [1]. Device-based access may require staff inspection and handling, and LoungeKey accepts no liability for damage to the device caused by staff [1]. A valid, unexpired payment card must be stored on the membership account, with suspension or termination possible if not; LoungeKey may increase fees, including membership and lounge or merchant fees, on 30 days' notice [1]. Extra access payments are managed by the lounge, pre-booking may carry an additional charge managed by LoungeKey or the lounge, and the provider is identified on the pre-booking page; LoungeKey makes no representations on tax liability, which is solely the customer's [1].

Go deeper: lounge access credit cards explains how card benefits provide lounge access; third-party lounge defines the lounge type.

Step 3: At the lounge door

You will learn: what to present at the lounge door, how the visit is recorded, and which access limits apply.

Admittance requires a valid Means of Access, a valid boarding pass and any additional identification the lounge or merchant requires, such as a passport, national identity card or driving licence; an ineligible Means of Access, a photograph of one or a card number is not accepted [1]. Some European lounges and merchants are in designated Schengen areas and admit only customers travelling between Schengen countries; children's access varies by lounge or merchant policy and discretion [1]. Lounges and merchants are third parties, and a Means of Access does not guarantee access or continued access, which is subject to capacity and to their decisions on admission, numbers, facilities, opening times, length of stay, extra charges and personnel; LoungeKey does not warrant that benefits and facilities will be available [1].

On entry, the customer must say they wish to enter using the programme by referencing 'LoungeKey'; staff check the Means of Access visually, record it electronically, by imprint or in a secure system, and enter the number of guests [1]. If asked, the customer signs the Record of Visit voucher, reader screen or electronic reader to confirm the exact guest count; the per-visit charge for the customer and guests is based on the Record of Visit submitted by the lounge or merchant [1]. The electronic record is valid evidence, guests must register and enter at the same time, and the customer must ensure the record correctly reflects their own and guests' usage, retain their copy and request a copy at entry if needed [1]. Multiple customers should each show their own Means of Access and sign separately; invalid access, including by guests, is charged to the customer, and LoungeKey is not liable for refusal caused by technical issues with registration equipment [1].

Go deeper: boarding pass explains the document required at the door; Schengen area explains the travel-area limit.

Step 4: Inside the lounge

You will learn: the conduct, consumption and liability rules that apply inside a lounge or merchant location.

Use is subject to the customer, guests and children behaving and dressing under the lounge or merchant's terms, and non-compliance may lead to being asked to leave, with LoungeKey not liable for loss from refused admission or use [1]. Alcohol is at the lounge or merchant's discretion where local law permits and may be limited or unavailable, with additional or premium drinks paid directly; telephone and Wi-Fi vary, are provided at discretion, and other charges are paid directly [1]. Lounges and merchants need not announce flights, and the customer is responsible for entry requirements and correct travel documentation [1].

LoungeKey is not responsible for merchant charges, whether authorised, unauthorised or incorrect, for direct or indirect loss from provision or non-provision of benefits and facilities, for personal injury inside a lounge or merchant, or for personal belongings [1]. The customer agrees to defend and indemnify LoungeKey and its directors, officers, employees, agents and affiliates against liabilities, damages, losses, claims, suits, judgments, costs and expenses, including reasonable legal fees, for injury or death or property damage or destruction from use by the customer or a guest, except for gross negligence or wilful misconduct of the indemnified parties [1].

Go deeper: lounge etiquette and house rules covers conduct expectations in practice.

Step 5: Changes, cancellation and complaints

You will learn: how programme changes, cancellation, complaints and the two specific-terms sets work.

LoungeKey may amend lounge or merchant charges or the programme at any time on 30 days' notice; where access comes through a provider, changes are notified to the provider, which advises the customer, and a customer who does not accept a change may terminate with 30 days' written notice directly to the provider, which must inform LoungeKey and is liable for costs from its failure to do so [1]. Lost, stolen or damaged Means of Access is notified to the provider, which supplies a replacement; cancelling access or the provider relationship cancels the Means of Access from the effective date, cancellation matters go to the provider, and invalid access, including guests, is charged [1].

LoungeKey may pursue legal action to recover outstanding charges where membership is revoked because a card is cancelled or an account moves to a non-participating card; it may revoke membership or terminate the programme at any time in its sole discretion and without notice, and may immediately cancel without refund any membership in breach [1]. Renewal is at its sole discretion, and it is not responsible for disputes or claims between the customer, lounges, providers or other organisations, or for related losses, costs, damages or expenses [1].

Programme complaints go to LoungeKey; claims, issues or complaints regarding lounge or merchant location access should be dealt with by LoungeKey, and access complaints should be made within six months by telephone (UK +44 (0) 208 865 0767; Hong Kong +852 3071 5062; USA/Dallas +1 46 9334 4174), post to LoungeKey, PO Box 815, Haywards Heath, RH16 9LR, United Kingdom, or online [1].

Where Discount Offers are included, the merchant is Merchant of Record and is paid directly, each offer has its own terms, access is through the programme website or app using an eligible QR or alphanumeric code, and complaints go to the merchant within 30 days [1]. Where services are accessed through a Third Party Platform, the merchant is Merchant of Record, the merchant's terms apply, with Programme terms prevailing in a conflict, and complaints go to the merchant under the platform's procedure [1].

Note on the text: the Program Complaints clause says LoungeKey is not responsible for disputes or claims between the customer and lounges or merchants, and in the same clause says that complaints regarding lounge or merchant location access should be dealt with by LoungeKey, with customers asked to complain within six months of the relevant access [1].

Note on the text: the clauses are headed but unnumbered on the page, while the Discount Offer specific terms refer to 'clauses 1-41' and the Third Party Platform specific terms refer to 'clauses 1-50' [1].

Go deeper: the LoungeKey programme hub collects every page about the programme; Flyerfolio guides cover practical lounge and programme topics.

Step 6: Your first concrete action

You will learn: five actions to take before and during a LoungeKey visit.

1. Ask your payment card provider which charges and visit limits apply to your LoungeKey benefit, because the provider's benefit determines whether a charge applies and the provider may set visit limits [1].
2. Keep a valid boarding pass and any identification the lounge or merchant requests ready, and present a valid Means of Access rather than a photograph or card number [1].
3. Say 'LoungeKey' at the desk and check that the guest count on the Record of Visit is correct before signing [1].
4. Keep your copy of the Record of Visit, and ask for a copy at the time of entry if you need one [1].
5. Complain about any lounge or merchant access issue within six months through the channels listed in the LoungeKey Conditions of Use [1].

Next: use the LoungeKey programme hub for every page about the programme, and read Start here: Priority Pass if you are comparing the two programmes.