What to Do If You're Denied Lounge Access

If you're denied access to a lounge, here's what to do:

Common Issues & Quick Solutions

1. Staff Don't Recognise LoungePair
   • Show the PDF version of your pass
   • This displays our partner's branding and specific check-in instructions
   • Staff should recognize the partner brand shown on the PDF
2. Lounge at Capacity
   • Get written confirmation from lounge staff if possible
   • Contact our support team immediately
   • We'll assist with alternatives or process a refund if needed

Steps to Take If Denied Access

1. Ask the staff for the specific reason for denial
2. Show your PDF pass if you haven't already
3. Note down:
   • Time and date
   • Staff member's name (if possible)
   • Reason given for denial

Contact Our Support Team

Email [email protected] with:

• Your pass details
• The information noted above
• Any other relevant details

We'll investigate and process a refund if you were incorrectly denied access.

Our team is here to help resolve any access issues quickly. We take denials seriously and work with our lounge partners to prevent them.