Reviews
6 Customer Reviews
Review from Ilse K
1 star10/21/2024
I purchased a priority pass membership for $499 on September 10, 2024. Based on their advertising, there are lounges at the **************** as well as *************** terminals 3 and 4. I frequently fly ***************** from ******* to ********. When I attempted to access the lounge in terminal 4 at the ***************, I was told they do not accept Priority Pass. When I called in to ask why terminal 4 was listed as an accessible lounge on the Priority Pass app, I was told they didnt know why, but I could only access the terminal 3 lounge at that airport. This makes no sense for me since I fly American out of terminal 4, and I would have to go through *** security twice just to access a lounge. So they essentially sold me a $500 product based on false advertising with the promise that I could access a lounge I effectively have no access to. So I called to retract my purchase and get a refund. They cancelled my pass on October 14 but refused to issue a refund. So they have now essentially also stolen $500 from me by making me buy a product valid for one year but cancelling it after 1 month. I want a refund for this useless program that was sold to me under false pretenses, with false advertising (which remains on their app to this day !) and bait-and-switch tactics.Review from Iaroslav T
1 star05/29/2024
So... I've been trying to cancel my membership. I tried doing it through the app, I got an email that says my request has been received and I'll get a response within 24 hours (no response).After a week I tried again - same story.So I called (can only find phone number online, not in the app!) and was hung up.Second time called, a person assured me that my membership will be cancelled right now and I'll receive an email immediately. No email.So I call again slightly later, provide my membership number and ask whether it's being cancelled or it's active. The answer is: "we can't let you know before you pass the security check" (for me it means: we want to still 10 minutes of your time before making an empty promise again).My next step would be to report the transaction via ***** luckily I have tons of evidence that I tried to cancel my membership.Review from Ron B
2 stars04/21/2024
Lounge access is very poor, I am paying for a service I a rarely able to use. International lounges seem to be better but I am consistently turned away in the ** because they are at capacity or out on a very long waiting list. Id say less than 10% of the lounges I am turned away from. Useless.Review from Jerry W
1 star10/13/2023
*** one of the busiest airports in all the world and Priority Pass doesn't have a single lounge there. Need I say more? What a disappointment and all they can say is we're looking into it.Review from Vince C
1 star07/19/2023
Terrible ***************** I enjoy the benefits of my priority pass membership. However, their customer service is painful.Supervisor, ***** was of no help. I told her several times I did not want to be transferred cold to a Chase customer service rep who could not assist with Priority Pass and that's exactly what happened. I called Priority Pass back and asked to speak with ***** again or have her call me back. She hasn't called me back in over 24 hours business hours. When I first called back I spoke with an *** or ***, she said she would track down ***** or another supervisor for me. After being on hold for over 30 minutes she hung up. Extremely frustrating.I do want to commend ******* and *****, they are all stars. I've called in a number of times over the past year to assist family members in signing up for new accounts. Those two were always knowledgeable and helpful. I implore you to review my calls and raise your threshold of customer service quality.Review from Annoyedcustomer L
1 star02/09/2023
Most of the time I'm unable to enter any of the lounges in ** as they either have only specific timings for priority pass members or they are very full. What's the point of this product if there are so many restrictions and avail no benefits. The company should find better tie *** and look for ways to allow members to use the lounges anytime. I'm sitting at the airport right now for my international flight and super disappointed that no lounge is allowing me to use it, it's ridiculous.
Priority Pass, Inc. Response
02/14/2023
Hello,
We apologize that you were not able to access the Lounge on your most recent trip. To make sure lounges stay safe and comfortable, there's a limit on how many guests they can hold at any one time. Sometimes it can look like the lounge is quiet, but the lounge staff will be expecting Members who have pre-booked. Because of this, staff may occasionally need to turn away 'on-demand' guests.
If you would like for us to look into this further for you please reach out to us via one of the methods below. Thank you and we appreciate your feedback.
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Priority Pass # ************
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