Need to cancel a lounge pass, correct a booking or request a refund? Your options depend on the pass you purchased and how you paid. Check your confirmation or voucher, then follow the guidance below.
Need help with your booking? Email support@loungepair.com. For a booking-specific request, contact support directly rather than using the article feedback box.
Booked the wrong terminal or lounge?
Email us with your booking reference, the lounge and terminal shown on your pass, the airport and terminal you need, and your travel date. Tell us whether the pass has been used. If the voucher differs from what you selected at checkout, include your confirmation and a screenshot showing the problem.
Our team will review the available options. A change, exchange or refund is not automatic. Do not assume that a pass for one terminal or lounge will be accepted at another.
Can I get a refund?
| Pass type | Refund and cancellation rules |
|---|---|
| Standard lounge pass | Generally non-refundable if your plans change or you do not use it. If you are denied entry while attempting to use a valid pass, contact us with supporting information. We may verify the denial with the lounge before refunding the pass value. |
| FlexiPass (refundable pass) | If unused, request a refund before the pass expires. The refund goes to your original payment method, excluding any FlexiPass fee paid. If FlexiPass was included with LoungePair Plus and no fee was paid, the full pass value is refunded. |
| Prebook (fixed date and time) | Cancel more than 24 hours before your confirmed time window for a free cancellation. The pass value goes to your wallet, or to your original payment method on request. Within 24 hours, cancellation is generally not permitted and the pass is forfeited, subject to the exceptions below. FlexiPass does not apply to Prebook. |
Refunds depend on the funding source: eligible refunds for wallet-funded purchases return as wallet cash credit or to the underlying credit source; gift-card-funded refunds return to the original gift card balance under its expiry rules. Bonus credit returns as bonus credit on its original expiry terms, not as cash. See the Refund and Cancellation Policy for full details.
Can I change my travel date?
For a standard pass or FlexiPass, check the validity dates and restrictions on your voucher. An unused pass may still be usable within those terms, subject to lounge availability and entry requirements; this does not make it transferable to another lounge.
For Prebook, date or time changes are free up to 24 hours before the start of your confirmed window, subject to availability. Use the modification option in your LoungePair account where offered, or contact support. Changes within 24 hours are not permitted unless we agree otherwise in writing or applicable law requires it. See the Prebook Terms.
Denied entry, travel disruption or a booking error?
- Denied entry with a valid pass: contact support immediately with the lounge, date, time, reason given and any supporting evidence. Eligible standard and Prebook denied-entry refunds go to the original payment method, subject to the funding-source rules above.
- Prebook travel disruption: flight cancellations, airport closures, severe weather and similar events are assessed case by case with supporting evidence. Where reasonable, we offer wallet credit equal to the pass value, valid for 12 months.
- Prebook platform error: if your confirmation was not delivered or contained an error, contact us. A refund or alternative arrangement may be offered under the Prebook Terms.
- Additional third-party terms: if terms disclosed after purchase are unacceptable to you, contact us before using the pass. The policy provides for a full refund of the pass price in this situation.
How to request a refund or booking change
- Email support@loungepair.com from your purchase email address where possible.
- Include your account or purchase email, order or pass reference, and a short explanation of what you need.
- For changes, include your travel date and the correct airport, terminal and lounge. For denied entry or disruption, attach relevant evidence.
We aim to acknowledge refund requests within 2 business days and resolve them within 10 business days. Some cases, especially those requiring confirmation from a lounge, may take longer. These are service targets, not guaranteed completion times.
Related policies: Refund and Cancellation Policy · Prebook Terms · General Terms of Use. For wallet top-ups, gift cards or LoungePair Plus membership refunds, use the relevant sections and linked policies in the Refund and Cancellation Policy.
This guide summarises the policies effective 8 September 2026. Your purchase is governed by the terms in effect when you purchased it. Nothing in this guide limits your rights under applicable consumer protection law.
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