Priority Pass™

I bought this pass for $100 USD on a Flight between Osaka and Brisbane with a long stopover in Hong Kong so I used it in two airports. After showing my pass and boarding pass I was ushered straight in and treated well. It felt nice having a quieter place to hang out on my long waits. Hong Kong’s lounge blew me away with excellent free food, free alcohol and comfy areas to sit. Osaka was a bit average but had free coffee and crackers.

Tried applying for a new card through my Westpac Mastercard on line. Extremely difficult so I gave up. Not impressed!!

Unfortunately with the Rex lounge I arrived at 6.45 before flight at 8.30pm. I was told lounge will close in 10 mins. On there door and on Priority Plus stated closing at 7.30pm. Disappointed.

The digital card does not come up on my app

I’m unable to update my address and phone number or country of residence. I got my Priority Pass membership thanks to my Amex card and have since moved countries and all my details have changed but I can’t update my details on my Priority Pass account. Under Australian Privacy law people have to be able to update and edit their personal details with a company. The app also isn’t clear about whether I can take complimentary guests into lounges or not under my membership. I thought I could take 1 guest and went into the Strata Lounge at Auckland Airport and then found out later that they had charged my Amex card $60!! for my husband entering! The woman at the door didn’t say it was going to cost anything at all and I thought I had to tap my Amex card as part of my free Priority Pass membership to log the visit. The lounge food was better than the Qantas Lounge though. The Strata Lounge also didn’t have any tvs, newspapers or magazines for entertainment (on the website it says they have these and they don’t) and there was a lack of power sockets and no phone chargers. We could have gone into the Qantas Lounge for free as we were flying business class!! There are ZERO contacts for customer help in the app or on the Priority Pass website - just a search for FAQs which don’t solve my issues!!! Really pathetic in 2024 to not have viable channels for customer help. I tried get help from Priority Pass on social media and they told me to contact Amex. Amex’s help team don’t know how to update my contact details with Priority Pass. Absolutely not worth the grief being a member. Beyond frustrating!

Tried everything suggested in help FAQs and then you are stuck as there is nobody you can contact for help I’ve lost hours on this to no avail

Don’t bother this is impossible to use.

I was charged over $50AUD for a lounge pass that was supposed to be free. I still can’t find the small print that says I should have been charged as I was offered my first two lounge passes for free. Disappointed and feeling cheated.

One of best lounge access passes. User friendly and best customer service. Must of any frequent travellers.

I can’t log into the app , no help , no-one to call locally , very frustrating