Priority Pass Complaints Procedure

What to do if things don’t go right

We aim to provide you with a first-class lounge experience but, regrettably, occasionally things may go wrong. If you should ever feel disappointed with any of the services we offer please tell us straightaway so we can find out what went wrong and why. Your comments and feedback are invaluable in helping us ensure we continue to offer you the best experience possible.

If your complaint concerns a recent lounge visit, to help us investigate we would need the following information from you:

  • Your Membership Number
  • Your Name
  • Your Telephone Number & Email Address so we can keep you up to date
  • Lounge Name
  • Terminal
  • Airport Name
  • Summary of the complaint

If your complaint concerns any aspect of your membership or the support service provided by Priority Pass we would just need:

  • Your Membership Number
  • Your Name
  • Your Telephone Number & Email Address so we can keep you up to date
  • Summary of the complaint

How to contact us

You can call us to talk directly to one of our Membership Services Team or you can email us, write to us or use our online form.

Next steps

If you’ve contacted us in writing, we’ll confirm to you in writing that we’ve received you complaint and are investigating it. We aim to resolve most complaints within 24 hours and provide you with a verbal and written resolution. If we aren’t able to resolve your complaint within 24 hours because we need to do some further investigation, we’ll advise you in writing that we’re raising your complaint with our Customer Relations team.

Our Customer Relations team will acknowledge receipt of your complaint within 5 business days and explain to you clearly the next steps and how long you should be expected to wait for a resolution.

If your complaint concerns one of the lounges participating in our program, we’ll contact our lounge partner with your comments to ask for a response which should take no longer than 28 days.

We aim to keep you updated as to the status of your complaint every 10 days until we can provide you with a final outcome. Once we’re in a position to do so, we’ll email you or write to you with the final outcome and an appropriate resolution.

If you are still not happy

  • Priority Pass is a member of The Retail Ombudsman which offers an independent review service. So if you live in Europe and you are still not happy with the resolution we’ve offered, you can ask The Retail Ombudsman to look into your complaint for free
  • We do ask that you allow us to try and resolve your complaint in the first instance. If you do this first you won’t be entitled to complain to the Ombudsman
  • There is currently no Ombudsman in place for members living outside of Europe

The contact details for the Retail Ombudsman are:

The Retail Ombudsman
33 Floor Euston Tower
286 Euston Road
London NW1 3DP
020 3540 8063
www.theretailombudsman.org.uk/contact