ComplaintsforPriority Pass, Inc.
Travel Club
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Complaint Details
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Initial Complaint
05/14/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Priority pass charges a hefty amount for membership or you need to have premium credit card. However the entry is subject to their will. Lounge was empty and access was denied . Apparently prebooked. However pre booking option I Was not available .Business response
06/19/2024
We apologize that you were unable to access a lounge using your membership. Please provide the membership number that you are referring to in your complaint so we can locate your account.Initial Complaint
03/26/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Priority Pass is advertising a "$223 Standard Plus Membership with 10 Visits Free" on Groupon, leading you to think you are purchasing this membership. However, after paying for this Groupon, you are led to Priority Pass's website where you are simply given an advertisement to purchase a full membership. There are many reviews on Groupon's website saying this is a scam, but they are not immediately visible as Groupon has their reviews defaulting to "top reviews first." This is false advertising on behalf of Priority Pass. I would like to be given a membership as advertised, and for which I paid via Groupon's website.Business response
04/01/2024
Unfortunately, you need to contact Groupon directly so they can assist you with instructions on how to register for the memership under that groupon code.Initial Complaint
03/19/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
On Feb. 24, 2024, I upgraded my **************** Card from Venture to Venture X based on the advertisement that I would have unlimited access to *********** Lounges when travelling as opposed to only 2 per year with my Venture Card. They also said access to other Lounges such as Priority One Lounges was included. They sent me an email upon completion of the upgrade to enroll in Priority One. Each time I tried to enroll, I got a message that Priority One did not recognize my card number. I called *********** and they said it was a glitch on the Priority One end. I called Priority One and they said to contact my bank. I have been bounced back and forth for almost everyone and not *********** says they are taking complaints against Priority One but no resolution is in site!!! I paid $395 to upgrade, but I am not receiving the benefits of the upgrade.Business response
04/01/2024
Our system shows that you were able to register on March 22 and created a username and password. An email was sent to you at ******************** with instructions on how to login. Please reach out to us if you need a password reset.Customer response
04/01/2024
I have reviewed the business response and accept this resolution.Initial Complaint
01/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I used the Priority Pass lounge service for self and a guest on 12/14 and 12/17 at ******* and ******, ***** airports. I was asked to pay $35 each time per person - per membership rate. The acutal cost for using the lounges was $21.68 and $20.48 ($25 for non-members) at an exchange rate of 1USD=83INR respectively. Biz communicated the benefit of getting a Priority Pass was "The annual membership gives you a discounted rate as the lounges will charge much higher if you had no membership." Which clearly is not the case in either of these situations.My request is to charge me the member rate - i.e. refund me $15 for each visit for me and my guest. So a total of $15*2*2=$60. I have reached out to **************** and their response was "I'm afraid the fees cannot be adjusted for lounges in *****."My Priority Pass membership number is = **********. All the communication and exchange with the company is attached.Business response
01/19/2024
Lounge visit prices can range up to $50.00 USD per person which with our membership you pay $35.00 USD per person since you have the lowest level that doesn't offer free visits. We unfortunately are not able to refund for services rendered but we can offer to cancel your membership immediately and refund you for the $69.00 you paid to purchase. Please advice if you want to proceed with the cancellation and refund.Customer response
01/19/2024
I have reviewed the business response and accept this resolution.
I would also humbly request that the Business change its deceptive and misleading marketing/communication that state (see attachment) "The annual membership gives you a discounted rate as the lounges will charge much higher if you had no membership." when in reality it is gives you discounted rates only in some lounges in the list and as we saw, some lounges do charge a much lower rate if one had no membership.
Initial Complaint
12/18/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Bought priority pass membership to find that no airlines accept it after false advertisement by priority pass. Requested refund 12 days after purchase. Received email with refund terms. I am within terms. Multiple emails ignored.Business response
12/19/2023
We apologize for the delay in cancelling your membership. I have confirmed that the refund has been processed on the credit card associated in your account. Please allow 2-3 business days to appear in your account.Customer response
12/19/2023
I have reviewed the business response and accept this resolution.Initial Complaint
12/07/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased priority pass to use on a recent trip where I would be at many airports with long layovers. In all my attempts to use the pass, I was denied entry for being overfilled. Immediately, I requested a refund from Priority Pass, and received an automatic email stating their terms for what they would allow for a refund. I fit all requirements, and responded to confirm that I would like to cancel. Since then, I've followed up multiple times and have been completely ignored. No response. I plan to charge back to my bank if needed but would prefer to settle this with my refund without doing so.Business response
12/07/2023
We apologize for the delay in processing your request to cancel. I have confirmed that the request has been processed and the refund has been issued on the credit card you have on file.Customer response
12/07/2023
I have reviewed the business response and accept this resolution.Initial Complaint
12/07/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Signed up for Priority pass membership on 8/30/2023. Was denied lounge access on 8/31. Called and tried to cancel but agent offered free passes and if I was unable to gain lounge access on my next trip I could cancel. I was denied lounge access again so called to cancel. **** told now every month since September that my membership would be cancelled and a full refund issued and that it would show on my next bank statement. I have it writing from them as of Nov 11th (attached). 3 months later I continue to get membership statements and no refund has been issued and no refund is showing on my most recent bank statement.Business response
12/07/2023
We apologize for the delay in processing the cancellation/refund request. I have confirmed with our cashiering department that it has been taken care of as of today.Customer response
12/08/2023
I have reviewed the business response and accept this resolution. I now see a refund to my card.Initial Complaint
12/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a Priority Pass membership through my bank, and received my latest card 3 weeks ago. When I was trying to access my account online, there was an issue and my online credentials (User ID) was deleted. I contacted ********************** support on November 20th. They located my account, and told me they put in a ticket to fix the user ID issue. That it'd take 1-2 days and that I'd hear back through e-mail. That once the issue was solved, I would be able to log in using my existing user ID. In the mean time they provided me with a ver long Membership number and a temporary password that I had to write down and use whenever I need to log in. I called them today to get a status, and even provided the reference number. The person on the phone saw that the issue was indeed reported on November 20th, but that there had been no resolution. They opened a new case with the same speech that they'd let me know, but nothing has been done. Reference number from November 20th: ******* Reference number from December 4th: ******* Priority Pass needs to get their act together and fix my account right away.Business response
12/07/2023
Hello,
Please provide your membership number so we can locate the account that you are talking about.
Customer response
12/07/2023
I am rejecting this response because:
My membership number is 15014858441706
Business response
12/07/2023
Our system shows that you deleted your online account on 20 Nov 2023. Once you delete your online account, you delete access to the digital card or an online account under that credit card/membership. Unfortunately, you will need to cancel your credit card & once you have the new one, you can register again under a new username/password. The current membership 15014858441706 became invalid as soon as you deleted your online account.Customer response
12/07/2023
I am rejecting this response because:
The account is active and ******************** customer service told me twice on the phone the account login issue would be fixed. What youre stating is simply incorrect and is used only to get rid of me. Do your job and fix the login issue.
Initial Complaint
11/13/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I received an automated email on *********************** that my Priority Pass membership would be renewed shortly.I immediately got in touch with Priority Pass using their online form on 28 October indicating that I don't wish to renew the membership again. I received an auto-generated email but no other confirmation that the membership has been/will be cancelled.Despite my indication of not wanting to renew the membership, an attempt was made by Priority Pass to charge my credit card (the payment option they have on file) on 6 November and that caused an issue with my bank with them blocking my card due to whatever security measures given the number of online scams currently going around.This has caused me a terrible inconvenience because my credit card is permanently blocked now with them issuing me a new one. I have struggled to conduct my everyday affairs without my credit card which is the primary source of my everyday spending.I need someone from the company to get back to me immediately to confirm that my membership has been cancelled, and no further attempts will be made to renew it again. I also want clarification on how the cancellation process works because it is not straight-forward and appears to be prohibitive and not conducted in good business-spirit almost seeming like they are looking to trap the customers.I look forward to hearing back from someone at the earliest! I expect the company to offer some restitution in cash (credit) or in lounge access vouchers to make up for the trouble caused with my bank as a gesture of goodwill and as a confidence-inducing measure.Name: *********************** Email ID: ******************** Priority Pass membership number: **********Business response
11/22/2023
Hello, we have submitted a request to cancel and issue full refund for the renewal processed on 05 Nov 2023. Normally it takes 2-3 business days for the refund to be processed on the credit card on file so your membership will be cancelled as of 03 Dec 2023.This is the first time we show you've reached out requesting cancellation/refund. There are no phone calls or emails from you in our system where you've contacted us. The request has now been submitted so please allow 2-3 business days for it to be processed back into your account on file.Initial Complaint
11/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Decided to cancel service since I was getting denied entrance at multiple lounges during travel.08/11/23 - Submitted a request to cancel membership in August 2023 before my renewal in Sep 2023. Was charged for yearly renewal on 08/11, even though membership did not expire until September.08/22/23 - Received a notice that request would be honored and refund to be received (attached)08/29/23 - Sent follow-up e-mail since no refund received, received no response.09/11/23 - Sent another e-mail and spoke over the phone with a representative. Was told refund would be processed.11/06/23 - Refund still not processed, no update received.Company has a terrible response for cancelling memberships, does not honor cancellation even though request was submitted before renewal dates. Company does not follow-up with written requests.Membership ID: **********Business response
11/08/2023
We apologize for the delay in cancelling the renewal of your membership. The request has been processed as of Nov *************************************************** 2-3 business days. Your membership is now cancelled as of 11-Sep-2023. Again, we apologize for the delay in processing the refund. Have a great day and please feel free to reach out at ******************************* if you have any questions.
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Contact Information
Customer Complaints Summary
43 total complaints in the last 3 years.
15 complaints closed in the last 12 months.