FAQ

Top 5 FAQ

Priority Pass is the world’s leading airport lounge access program, providing an airport lounge for wherever your travel takes you, regardless of your class of travel or airline flown. Whether you travel infrequently or are a seasoned, regular traveler, Priority Pass can ensure that your journey always begins stress free at one of 1200+ airport lounges across 500 cities in over 130 countries worldwide. Through the Priority Pass app, Members can also access exclusive retail, dining, spa and sleeping options in selected airports. For more details, please visit our Join online page.
Yes. Your data is protected by SSL security. Our business is also fully PCI compliant, for your peace of mind.
Your unique Validation Code/Web Pin is provided in your welcome or renewal pack. This 4-digit number is a one-time use code needed to create your online account and set up your user name and password for future log ins.

We would love to hear from you if you would like to share your ideas on how we can improve our service:

a. call us on +44 20 8680 1338 (UK), +852 2866 1964 (Hong Kong), or +1 972 735 0536 (USA);

b. email; or

c. write to Priority Pass, PO Box 815, Haywards Heath, RH16 9LR, England.

Please include your name and Priority Pass membership number. If your suggestion relates to a lounge visit, please also include the name of the relevant lounge and airport, and the date and time of your visit.

 
The vast majority of our 1200+ lounges accept the Priority Pass Digital Membership Card (you can check this information on the lounge pages in our app and mobile website, which we try to keep as up-to-date as possible). To avoid disappointment, we recommend that you also carry your physical card with you when you travel.
Priority Pass is the world’s leading airport lounge access program, providing an airport lounge for wherever your travel takes you, regardless of your class of travel or airline flown. Whether you travel infrequently or are a seasoned, regular traveler, Priority Pass can ensure that your journey always begins stress free at one of 1200+ airport lounges across 500 cities in over 130 countries worldwide. Through the Priority Pass app, Members can also access exclusive retail, dining, spa and sleeping options in selected airports. For more details, please visit our Join online page.
It’s easy to become a member using our Join online page, or alternatively you can contact our Membership Services team.
We offer three membership plans – Standard, Standard Plus and Prestige. For more details, please visit our Join online page.
For Members that purchase their Membership directly from Priority pass, we offer a Partner Standard membership at half price. Please log in to your online account or contact our Membership Services team for more information
We accept Visa, Visa Debit (except in Asia Pacific), MasterCard, American Express and Diners Club. Please note that we are unable to accept checks or bank transfers.
You must be at least 18 years old to enrol as a Member of the Priority Pass program.
• Access to over 1200 airport+ lounges worldwide in over 130 countries
• Complimentary refreshments including alcohol in most lounges
• Space to work or wind down before your flight
• Free Wi-Fi and handy charging points in most lounges
• Comfortable seats and quiet spaces
• Conference rooms, showers and other facilities in selected lounges
• Access to exclusive retail, dining, spa and sleeping options in selected airports 
 
Yes. Your data is protected by SSL security. Our business is also fully PCI compliant, for your peace of mind.

If you become a Member directly by joining on the Priority Pass website, then you will be able to access an airport lounge immediately using your Digital Membership Card (as soon as you receive confirmation of payment for your membership). If your membership to Priority Pass is obtained via your card issuer or another provider, then you may also able to access a lounge immediately, depending on your program. To avoid disappointment, we always recommend that you plan ahead of your travel as much as possible, ensuring that you have received your membership pack in advance of your travel.

Please also see How long does it take to get my membership card?

If you receive your membership card as a benefit from a card issuer or other organisation, it may feel like you’ve already joined as you have already confirmed with that company that you’d like to be a part of the Priority Pass program. However, in order to take full advantage of all the benefits of Priority Pass membership, we also need to register your details either through the Priority Pass website or app, in order to provide you an online account to support your membership experience. Your data is kept highly secure (SSL and PCI compliant) and we will never share it with third parties without your permission.

To register you will need:

• the membership number from your Priority Pass card AND

• your Web Pin / Validation Code (provided in your welcome/renewal pack) OR

• the expiry date on your Priority Pass membership card OR

• the long number (PAN) printed on the front of the debit/credit card linked to your Priority Pass membership.

The exact information you need to provide is determined by which Priority Pass program you belong to – our registration pages will walk you through this so there’s nothing to worry about.

Your unique Validation Code/Web Pin is provided in your welcome or renewal pack. This 4-digit number is a one-time use code needed to create your online account and set up your user name and password for future log ins.

You can contact our Membership Services team by phone or email, using any of the below options:

UK

Tel: +44 20 8680 1338

Email: info@prioritypass.com

Hong Kong

Tel: +852 2866 1964 / China +86 400 120 2464

Email: pp@prioritypass.com.hk

Dallas

Tel: Toll-Free in USA/Canada/Mexico: +1 800 352 2834 Elsewhere: USA +1 972 735 0536

Email: ppass@prioritypassusa.com

Please visit our website contact page for more details.

We can also be found on Social Media: @prioritypass.com (Twitter), @prioritypass.com (Instagram) and @prioritypasscommunity (Facebook). Spanish language versions are also available: @PriorityPassEs (Twitter) and @PriorityPassEspanol (Facebook).

If you live in the U.S and receive your Priority Pass membership from a U.S. financial institution you may be issued with a Priority Pass Select membership card.
You can view lounges offered via Priority Pass Select program at prioritypass.com/select.
Please contact one of our Membership Services centers, for support with renewing your membership. Please include your membership number in your message if you email us, or have your details ready if you prefer to call.
There are currently two ways of logging in on the Priority Pass website: using your user name and password or alternatively, using your membership number and password. We encourage all our Members who are still using their membership number and password, to log in and update your account to provide a user name which can then be used when logging in in future.
Depending on the type of membership you have, you may be able to update certain details through your Priority Pass online account. If you are unable to do so, please contact our Membership Services team to make changes. 
If you have joined Priority Pass membership directly, then it is possible to upgrade or downgrade your membership by calling or emailing our Membership Services team. Due to the nature of our program it is not possible to upgrade or downgrade your membership during a membership year; it must be actioned when you are renewing your membership. If you have received Priority Pass as a benefit from a card issuer or another of our partners, then unfortunately we are not able to make changes to your membership type – it’s best to contact your issuer if you have any questions regards your membership benefit.

We would love to hear from you if you would like to share your ideas on how we can improve our service:

a. call us on +44 20 8680 1338 (UK), +852 2866 1964 (Hong Kong), or +1 972 735 0536 (USA);

b. email; or

c. write to Priority Pass, PO Box 815, Haywards Heath, RH16 9LR, England.

Please include your name and Priority Pass membership number. If your suggestion relates to a lounge visit, please also include the name of the relevant lounge and airport, and the date and time of your visit.

 

We do our utmost to ensure you have a great Priority Pass experience. However, if you have a complaint, please contact our Membership Services team who follow a strict complaints handling procedure. In the unlikely event that our Membership Services team is unable to resolve your complaint, you may refer it to a governing organisation in certain countries.

If you are based in Europe, you may refer your complaint to The Retail Ombudsman, which is a certified Alternative Dispute Resolution provider. We will respond to any complaint referred to us by them.

 

CDRL Consumer Dispute Resolution Ltd
12-14 Walker Avenue
Stratford Office Village
Wolverton Mill
Milton Keynes
MK12 5TW
020 3540 8063
https://www.cdrl.org.uk/

 

If your complaint is regarding any online goods or services purchased via the internet from prioritypass.com, and you are not satisfied with the resolution we have provided, the EU Online Dispute Resolution platform is also available to you at www.ec.europa.eu/consumers/odr

Unfortunately it's not possible to carry over any unused visit allocation to your next membership year.
Unfortunately it’s not possible to transfer or share lounge visits with other Members at this time.
No - lounge visits may not be exchanged and may only be used by the person named on the Priority Pass membership card.
The Priority Pass membership card is non-transferable. When you access a lounge, the staff will need to check that the name printed on your membership card matches your boarding pass.
Please log in to your web account , where you can change your settings in the Communications Preferences section of the 'My Details' tab. To unsubscribe from any broadcast emails you receive from us, simply use the unsubscribe function which you'll find at the bottom of the email.
We’d be sorry to see you go, but if you really do need to cancel your membership, please call our Membership Services team, with your membership number to hand. Priority Pass is only able to cancel memberships that have been purchased directly from us. If you have received your membership in any other way please contact your card issuer to discuss cancellation.

Depending on the Priority Pass program you belong to, then it may be possible to print a receipt. Please log in to your web account where you can view and download receipts directly from the My Visits section. This service is currently only available on the Priority Pass website.

Your receipt will show all charged visits, including any guest visits. A record of visits that have not been charged to your card is also visible on the My Visits page; this will show the number of visits against a charge of zero.

Please note that receipts for visits that have a ‘declined’ or ‘pending payment’ status will not be available until the payment has been received and processed.

If you do not see these options in your online account, then unfortunately we cannot provide this service for you at this time and our Membership Services team will be unable to help. If you still require a receipt, please contact the card issuer that gave you Priority Pass membership for assistance.

Unfortunately it is not possible to download this from our website at the current time, but you can contact our Membership Services team who can help. Please note that we can only provide a receipt for Priority Pass membership fees to those who have purchased a membership directly from us.

Your physical membership card – which is accepted at all the lounges in our program – will be dispatched as soon as possible once you have joined - normally within three business days of receipt of your payment for membership. Please note that delivery times can vary.

If you joined directly via the Priority Pass website, or through our Membership Services team, you will be able to use your personalized Digital Membership Card immediately; this will allow you instant access to the majority of the 1000+ lounges in our program as well as providing you access to other program benefits.

If you did not enrol directly with Priority Pass but your membership program gives you access to the Digital Membership Card, then you will be able to use your Digital card immediately. In some cases, you may need to wait until receiving your printed membership pack before you can register and set up your Digital Membership Card. Please contact your card issuer if you need more information on this process.

Please note that not all our Members are able to use the Digital Membership Card at this time. We are working hard to make this feature available to all our Members through updates to the Priority Pass app. If you do have a Digital Membership Card, we highly recommend that you carry your physical membership card with you when you travel, as a back-up.

Some of our memberships programs are fully digital. This means that you will have access to all the benefits of Priority Pass, with the exception of a small number of lounges that are not able to scan the Digital Membership Card at this time. When planning your lounge visit, please check for the Digital Membership Card acceptance icon on individual lounge pages of our app or website.
If you are eligible for the Digital Membership Card, you can access this immediately via the Account or Card section of the app. If you are using an Apple phone or device, you can also add it to your Apple Wallet from here.
To view your Digital Membership Card, please log into your account. Please note that, the Digital Membership Card is not available to all Members at this time. We recognize this is a valuable feature and are working hard with all our partners to make this available to all members through future updates to our app.
Lounge access is only available on presentation of a valid Priority Pass membership card. All lounges accept the physical membership card and the majority of our 1200+ lounges also accept the Digital Membership Card. To avoid any disappointment, we recommend you always carry both cards with you when traveling.
If you have joined us directly through our website or Membership Services team, then your membership pack will be dispatched within three business days of us receiving payment of your membership fee. Please remember that it will take additional time for our delivery service to get your package to you. If you have received your Priority Pass membership from a card issuer or other organization, then delivery times may vary. Please make sure you allow plenty of time for your membership pack to arrive before you travel.
In the meantime, you can use your Digital Membership Card, if you have access to this feature. For more information, please see: How long does it take to get my membership card
Please report your lost, stolen or damaged Priority Pass membership card immediately to our Membership Services team. Dependent on your membership status, our team may be able provide you with a replacement membership card that will be dispatched within three business days (delivery times may vary). In some cases, our Membership Services team may need to refer your request for assistance to the card issuer or organization that has granted you access to Priority Pass.
The Priority Pass Digital Membership Card allows you to access the vast majority of lounges participating in the program – all you need to do is display the QR code found in the app or the ‘My Account’ section of our mobile website. 
When you arrive at the lounge, simply open your Digital Membership Card on your device and flip the card over to display the QR code (it looks like a square). The lounge staff will scan this code to verify your program membership and process your request to enter the lounge. 
Please be aware that not every lounge can be accessed with the Priority Pass Digital Membership Card at this time (we are working very hard to roll out digital acceptance of our app at all locations). For this reason we recommend that you carry your physical Priority Pass membership card whenever you travel, as a back-up. 
The vast majority of our 1200+ lounges accept the Priority Pass Digital Membership Card (you can check this information on the lounge pages in our app and mobile website, which we try to keep as up-to-date as possible). To avoid disappointment, we recommend that you also carry your physical card with you when you travel.
You may need to register your Priority Pass membership in order to take advantage of all the benefits of membership. For more details, please see Why am I being asked to register? I’ve already joined.
Your Digital Membership Card will need to be updated whenever your physical membership card is renewed or replaced and you will be prompted to do this whenever you next log into your account.

If you see a message when you are logged in to the app or website advising you that your Digital Membership Card is inactive there could be a number of reasons: 

• A new membership year has started and the card being displayed is still showing the previous membership year; please log out of the app and log back in again.

• Your membership has expired and renewal is necessary. Please contact Membership Services for support.

• There may be some outstanding payments that have not been received. In this case your membership has been suspended; please contact the Membership Services team for support.

There may be several reasons why this is happening, which include:

• There could be an outstanding payment for a lounge visit or another benefit which is pending against your membership; our Membership Services team can help you process that payment.

• If you have received Priority Pass as a benefit from a card issuer or another of our partners, then it could be possible (although unlikely) that your membership has expired – it’s best to contact them to make sure.

Up-to-date details of lounges currently in our program can be found on our website or use the lounge search function within the Priority Pass app. 

We apologize for the inconvenience. Sometimes lounge operators will impose restrictions based on lounge capacity, to ensure that guests at the lounge have a pleasant experience.  Please be sure to check the lounge pages on the Priority Pass app or website, before choosing your lounge - any pre-defined limitations on availability and opening times will be detailed here and we do our very best to keep these details as current as possible.

If for any reason you are unable to get into a lounge, please be aware there could be other options available to you through your Priority Pass membership at the location where you are traveling. These options could include restaurants, bars or sleep pods and will be listed in the Priority Pass app or website.

As a Priority Pass Member you don't need to book your lounge visit - simply present your physical or digital card to the lounge staff on arrival. However, please be aware that membership of a Priority Pass program does not automatically guarantee you entry to a lounge, or guarantee access to any other offer from an airport or travel partner who is participating in the program.

To avoid disappointment, please check ahead before your visit to confirm the opening times and any restricted hours – we do our best to keep the information on our app and website as up-to-date as possible. 

Yes, you can invite friends and family to join you in a lounge. Most lounges will allow any number of guests – where a guest limit does apply you can find this within the lounge information pages on our app and website. If you are obtained membership directly from Priority Pass, your guest visits will be charged to your account at a fixed rate. If you have joined the program via a card issuer or another of our partners, then guest fees can vary – please contact your card issuer if you are unsure about these fees. Before you are allowed to enter the lounge you'll be asked to sign to confirm the number of guests, either on a digital screen or using a paper voucher system. Please ensure that the details are clear and correct before signing, as these details are used to process any applicable fees and it can be difficult to rectify errors at a later date. The applicable lounge visit fee for your guests will be charged directly to the nominated payment card linked to your membership. Please note that lounge staff will be unable to provide details about the fee that you will be charged, regardless of whether you joined Priority Pass directly or via a card issuer or other Priority Pass partner.
Many lounges will allow children to enter, charged at the same rate as an adult guest - some lounges will also allow children under a certain age to enter for free. For more details on age restrictions please check the lounge pages of our website or on our app.
You may be able to view a history of your lounge visits, depending on the type of program you belong to. If you do have access, please log in to My Account where you can view all of your visit history. Please note that at the moment, it is possible that your visit history may not have logged the most recent visits if they are still being processed by the lounge. We are hoping to enhance this service in the very near future.
It depends on the location of the lounge and the airport layout – the Priority Pass membership card won't allow you to pass through any airport security restrictions.
No – every lounge in the Priority Pass network is different and has different services and facilities. Please check the lounge page on our app or website to find out more about that lounge, opening times and the amenities on offer.
Some lounges offer supplementary facilities that have an extra charge (such as showers or day beds). Please check the lounge page of the website or app for more details.
No – lounges in the Priority Pass program are managed by third party suppliers including airport authorities, ground handling agents and airlines.
For a short time while we improve our digital services, it will not be possible to rate a lounge from within the app. In the meantime, if you are part of a program which displays access to your Visit History, you can still do this from the lounge page of the website. Please log in and go to the Rate Lounges tab of your Account.  
You can view lounges on the Priority Pass Select program at prioritypass.com/select or by using the Lounge Finder within the Priority Pass app.
To get a reminder of your user name or password, click the “Forgot details?” link on the log-in page and provide the information requested.
Please call our Membership Services team for support.  In order to investigate the cause of the problem, the team may need to ask for more information, such as your user name and bank card issuer.
If you are at the airport and need immediate assistance, please call the Membership Services team on one of our 24/7 numbers (English support only).
 
Unfortunately not. You'll need to create two separate accounts and two user names and passwords. You only need to download the Priority Pass app once, but to view both memberships you'll need to log in and out of each membership dependent on which one you wish to view. You can log out from the Account page of the app or in the header of the website.
Yes. Your data is protected by SSL security. We are also audited for PCI compliance, for your peace of mind.
For a short time, the nearest lounge feature will not be available on the Priority Pass app, while we conduct some upgrades. We apologize for any inconvenience.
Please contact mobile@prioritypass.com with details of any difficulties you are experiencing. In order to investigate any technical issues and try to replicate your problem, the app support team may need to ask for more information, such as your user name, bank card issuer, operating system or device model.
Yes. The permissions are: Wi-Fi connection information; receive data from Internet, full network access, view network connections, prevent device from sleeping and use accounts on the device. These permissions allow you to download data from the internet and check if you are connected to the internet (Wi-Fi or data). They also allow you to use the barcode located in some features of the app.
To redeem an offer, simply present the Priority Pass offer code to the merchant’s staff and they will apply the offer. Please be sure to present your offer code at the beginning of the transaction.
Available offers will vary by location - for the latest information please log in to your online account on the website or in the Priority Pass app and search your chosen airport location.
No. You do not need to make a reservation to redeem a dining or spa offer. However, by obtaining a Priority Pass offer code, this will not guarantee immediate entry upon arrival to the dining location or spa. Access will be based on availability. For more information, please refer to the offer details found on the website or the app.
No. The Priority Pass offer code generated is specific to the individual with the Priority Pass membership. The merchant outlet will validate the Priority Pass offer code owner at point of redemption.
You can only see available offers when logged in to your online account on the website or the app. You cannot generate offer codes without having a registered online account.
In order to see offers available to you, you will need to log in to your online account. Once logged in, use the Find Lounge search and where offers are available they will appear within your search results.
Offer codes can only be accessed and generated when you confirm you are eligible for the benefit by registering and logging into your online account. If you don’t have an online account, please visit prioritypass.com/register. You will need your membership number to complete the online registration process.
Yes, offer codes are valid for 3 days once generated when generated on the website, allowing you to generate the Offer before you travel. You will only be able to access these Offers when logged in to the website. If using the app you will need to generate the offer at point of usage.
Offers are subject to change at any time, and it may be that the offer you used during your last trip through the airport is no longer available. You will need to be logged in to your online account in order to see available offers when using the lounge search. Offers available at your chosen airport location will be included in the list.
You will need to be logged in to the website or app before relocating the offer you wish to reactivate. If the offer is still available, simply open the offer and click on the ‘Generate Offer Code’ button and confirm. Your new offer code will then be displayed.
When using the app is it necessary to generate the offer codes at the point of usage. It is not possible to pre-generate offer codes within the app. This function is only available on the website and you will need to log in to your online account on the Priority Pass website to view your active offers.
First, double check the offer code you generated is still valid and has not expired. If it has expired, please regenerate the offer. You can also reference “Priority Pass” to the merchant as another indication of who the offer provider is. Finally, if this does not resolve the issue please contact the Membership Services team by clicking on the contact us section of the website or app.
Please ensure you confirm to the merchant that you wish to redeem the offer using Priority Pass and provide them with the offer code relating to the offer you wish to redeem. If you still experience issues, please contact the Membership Services team by clicking on the Contact Us section of the website or app.
You will be required to be online if you wish to generate or regenerate offer codes via the website or app.
Your online account only tracks transactions that relate to lounge activity which have a fixed visit charge. Offers are charged directly by the merchant and therefore are not visible in the history.
In the unlikely event you are not satisfied with your experience at an offer outlet, please contact the Membership Services team who will be happy to assist you - you can do this by clicking on the Contact Us section of the website or app. Please ensure you have the details of the visit you wish to discuss, including the date and time of your visit, the as well as the nature of your complaint.
The map service is only available on the iOS version of the Priority Pass app.
Other than the navigational buttons (such as ‘back’ or ‘directions’) which change depending on the language selected, the maps are only available in English.
Absolutely. The maps include the locations of our Priority Pass lounges, departure gates, retailers and other amenities. It is also possible to map the route to your chosen destination – tap the ‘Directions’ button at the bottom of the screen and input your starting and final location.
In the search bar on the top of the page, type in the product you are looking for. The results will tell you if it’s available to purchase in that specific airport and where.
Press the ‘More’ button in the menu section at the bottom of the app. Once there, select the ‘Indoor Airport Maps’ option to see all the maps available.
There are currently 10 airport maps available on our app: London Heathrow, London Gatwick, Manchester, Amsterdam, Los Angeles, Mexico City, Dubai, Hong Kong, Singapore and Istanbul Ataturk. New maps will be added in future app updates.
Biometric login can only be used for one account per device.
Firstly, you’ll need to make sure your phone supports biometric log in and that it’s already set up on your chosen device. Once this is done, log into the app and go to your ‘Account’ section. Here, you can opt to turn this feature both on and off.
Where available on your device, it is now possible to log into the app using your fingerprint and, for iPhone X users only, Face ID.
These guides are being tested in English to begin with. Translated versions will be made available if the guides are popular with Priority Pass customers.
We’re currently working on adding these guides to the Priority Pass app. Please check back soon.
We do our best to keep these guides as up-to-date and accurate as possible. However, we cannot guarantee that they fully reflect the current state of every airport, where changes can happen frequently and without notice. If you’d like to contribute, we would love to hear from you. Please contact us at editor@prioritypass.com.
At present, there are guides for 84 major airports on our website, which we hope to add to in the future. To find out whether a guide for your airport is available, search for it (i.e. London Heathrow) using the search bar on our homepage. You can also search for it using the Lounge Search. If an airport has a guide available, it will be included in the lounge details page. If you are accessing the website on a mobile device, it will also appear directly in your search results.