- Dan Kitwood/Getty Images
- Priority Pass is a program that allows members to access a worldwide network of independently operatedairport lounges.
- But some on Twitter have complained that the service is unreliable.
- People have described getting blocked from lounges because of occupancy issues and arbitrary access times.
Priority Pass certainly doesn’t seem to be getting a pass from some of its members.
Travelers have complained on Twitter about capacity issues, arbitrary hours, and poor service at some of the company’s membership-only airport lounges.
Priority Pass provides its members with access to a global network of independently operated airport lounges. Depending on their membership tier, members can access perks within the lounges like free food and drinks.
According to the company’s website, a standard Priority Pass membership costs $99 a year; a standard plus costs $249 annually; and a prestige membership goes for $399 annually.
Credit card companies also use Priority Pass membership as a perk to entice customers to purchase certain credit cards, like The Platinum Card from American Express ($550 a year) and Chase’s Sapphire Reserve card ($450 a year).
But several Twitter users have recently described getting blocked from lounges altogether at certain airports because of occupancy issues.
Absolutely disgusted by the way I’ve been treated @Gatwick_Airport @No1Lounges @prioritypasscom I pay for my pass every year and I’ve been refused entry to lounge with my young daughter. Extremely rude staff I willCancelling my card ASAP.
— The Artful Dodger (@ArtfulDodgerMC) August 9, 2018
@prioritypasscom as explained before, I have not been able to use my pass at all so far this year as your lounges are always full. You now say you can’t do anything for me as I used the Grain Store. My card got me £15 off the bill and you then charge me £15 for that benefit!!!!
— Sarah Dutton (@DuttonSarah) August 8, 2018
— J (@Jmendel171) April 22, 2018
A Priority Pass representative responded to one such tweet with an assurance that the company was “working hard to add as many new lounges/lounge alternatives as possible to help with this issue.”
Others tweeted at Priority Pass to report inconvenient or seemingly arbitrary access times at various lounges.
Hey @prioritypasscom, the amount of times I’ve gotten to a lounge and seen a sign posted saying they’re not accepting your membership at this time is too many. Is it still worth it?
— Victor Bello (@victorbellowho) August 5, 2018
— Maggie Lin (@maggi3lin) August 7, 2018
@prioritypasscom random thought: Are you planning on doing ANYTHING about the 100% useless lounge in EZE? A lounge that opens at 10PM in an airport which most flights are at evening and has a very, VERY low capacity with always dozens of people waiting to enter? ????
— Joaquin Eng (@JoacoEng) August 8, 2018
In response to a tweet about a specific lounge’s operating hours, a Priority Pass representative explained that lounge access times were determined by the network’s independent lounge operators.
“We’re aware that some operators have limited operating hours,” the person said, adding, “We continue to work closely with all our lounge partners to look at ways to increase access for our members.”
Still others have described getting booted or barred from lounges:
@prioritypasscom @americanexpress horrible experience at @seatacairport came all the way to S gate but lounge reserved only for @lufthansa ☹️
Definitely not a platinum experience! pic.twitter.com/srAi9BQPcw
— Andrew Savory (@savs) August 5, 2018
— Zack (@lookitszack) August 3, 2018
In a tweet, a Priority Pass representative noted that lounges would “deny access sometimes due to incoming pre-booked flights they have agreements with, but they will usually place you on a wait-list or tell you when access will be available.”
Other Twitter users posted complaints about the service in the lounges:
@prioritypasscom PGA MSP the worst lounge I have ever been. No room to seat, no plug ins, no free drinks except tap water, no food except the one you buy. Get a free $15.00 voucher and a burger cost $18. Do something please.
— Antoine Mortreuil (@Bardmdm) August 2, 2018
@prioritypasscom your facilities at CIP 2 Lounge Dalaman Airport are an embarrassment to your company. No WiFi just various codes being issued linked to our boarding passes but none working. Limited hot food and trays empty where the food should be. New building but poor service
— Andy Bigg (@AndyBigg1) August 6, 2018
Not everyone shared negative feedback, however. Numerous Twitter users praised the program and spoke of positive experiences with Priority Pass.
@prioritypasscom – Have to take a minute to compliment the team at The Club at Phoenix Airport. Was there yesterday and was struck by how kind and caring they were. In particular, Brent (pictured below) made a huge impression on me. #KindnessMatters #awesome #AboveAndBeyond pic.twitter.com/PDUJxQl212
— Ginger Rutherford (@ghgnc1) August 8, 2018
Just a shout-out to @prioritypasscom it’s been invaluable over the first half of this year, I’ve used it in stop overs in Houston, Vancouver, Toronto, Doha, and now here at the… https://t.co/avt0x9RUiW
— Dom Sutton (@DomSutton_NZ) August 7, 2018
— Minne Hoki (@minnehoki) August 4, 2018
Gonna be a long night…dust storm delayed flight in Phoenix, currently scheduled to arrive in Houston at 2:30 am or so… thankful for my priority pass club membership that comes with my Chase card! @prioritypasscom @Chase @thepointsguy
— Brian K (@roadgamewarrior) August 3, 2018
Priority Pass did not respond to a request for comment by publication time.
Are you a Priority Pass member with a story to share? Email firstname.lastname@example.org.