ComplaintsforPriority Pass, Inc.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Membership Number- Lounge/VentureX ********** ****************************** ********** *I have 2 Priority Passes, one through my Venture X card and another one to have access to the restaurants.On 10/19 I visited the *********** restaurant at ***. I used my restaurant PP card. I used my $28 dining credit, but was charged an additional $27 fee because it was considered a "Lounge Alternative" but the app does not mention anything about this, and the host did not mention an additional fee. On 10/25 I visited the ************************************* (***). I have PP through my Venture X card, so I should have been able to have 1 free hour at the lounge. They swiped my PP card and said I could go into the lounge, and did not mention that this was going to be a $35 fee. Now I see 2 charges on my Venture X card- $27 and $35. I'm adding the $99 membership fee since I was not able to use any of the actual benefits. Giving me "access" does not mean "free entrance" to the lounge, and that language is not reflected well. 1. I should not be charged ANY fee as the PP app shows the Minute Suites as a PP lounge. 2. If Venture X does not have a contract with PP, it needs to be reflected on the app and not list Minute Suites as a lounge option. 3. **************** claims that my standard PP membership gives me "access" to restaurants but does not cover the dining fee. In that case, why would I bother with the PP card when I could just walk into the restaurant?

  Business response

  11/03/2023

  The membership 1080297698 that you purchased directly with Priority Pass was Standard level. On our website we offer 3 different levels and the one you purchased was the lowest level which doesn't offer any free access so you get charged each time. Standard Plus offers 10 free visits for member and Prestige offers free unlimited access for member. If you had purchased Standard Plus, at those restaurants you could've used 1 pass in exchange for the credit that it states under conditions of use on our page for that location. Because you don't have passes to exchange for a credit at restaurants, you get charged the visit fee.

  Customer response

  11/05/2023

  I am rejecting this response because:   
  The Priority Pass (PP) website and app does not explain what a lounge alternative is and why a restaurant would be listed as a lounge alternative. When talking to customer service and this complaint, PP has repeatedly used the word "access" in a misleading manner. Saying that someone has access to a lounge implies that this FREE, not permission to go through the front door and pay $35 to go past the front door. There was no warning at the front desk at the ************** at Minute Suites that I would later be charged an "access" fee. It doesn't make any sense for me to use PP to enter a restaurant that is already open to the public, for free. PP's app and website need to be updated to explain this situation with clearer language.

  Business response

  11/10/2023

  When you purchase the membership, you choose the level of access you want to purchase. You purchased the lowest level which clearly explained you pay $35.00 USD per person when you access locations in program. If you had paid for the Standard Plus level, you would've gotten 10 visits for yourself and you could've used one of those visits at restaurant to receive the credit  towards your bill as it explains under conditions of use on our website for those restaurants. Please review the conditions of use so you understand how the program works for those restaurants & based on the membership you purchased. 

  Customer response

  11/10/2023

  I am rejecting this response because:   The Conditions of Use page does not define nor clarify anything regarding restaurant usage or different tiers of membership including/excluding these perks. Before we purchased our Standard membership, we called and verified with a customer service representative that our membership tier would include the dining credit.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted ******************************* only to receive horrific outsourced customer service from Ngqengelele. My ********************** membership is good through ****. My Chase credit card was opened LESS 5han 1 year ago. Account still active. ********************** app keeps presenting the error in the attached photo. This is PP app. They need to fix the issue. They keep referring me to Chase.. ***** explicitly states they have no knowledge of priority pass app. It's not their app. It's not their membership. They have nothing to do with it. I want this error message to stop when I open my priority pass app.

  Business response

  10/27/2023

  Hello,

  Please provide your membership number and the username you are using to login on the app so we can try to check what the problem is.    

  Business response

  10/27/2023

  Hello,

  Please provide your membership number and the username you are using to login on the app so we can try to check what the problem is.    

  Customer response

  10/28/2023

  I am rejecting this response because:   I have attached screenshots from today. Minutes ago on 10/28. Including the error and my Priority Pass number and profile information. My username is:greenbrior. 

  Business response

  10/30/2023

  We have logged into your account on our website and on the app using username greenbrior & temporary password travel123 to see if we got the same error and there was no error. Please make sure you are logging in using the correct username associated with membership ************** which is greenbrior. If you are getting an error about credit card, you are probably logging into an old account.

  Customer response

  10/30/2023

  I am rejecting this response because:   I only have ONE Account. You can make this go away without fixing the issue. I'll contact my States attorney general if you let this close. 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a year of Priority Pass that came with 2 free visits if I had an **************** credit card. Once I used the 2 free visits this year, I wanted to make sure to cancel the membership before it auto-renewed and I was charged an annual fee.However, Priority Pass keeps claiming that I must cancel with **************** while **************** claims I must cancel with Priority Pass as it is Priority Pass' service. The latter makes more sense since the service is through Priority Pass and **************** merely paid for the first year as a promotional benefit to its cardholders.I have spoken over the phone with both companies and via email with Priority Pass with no resolution in sight so I'm now coming here for help. My company has already cancelled the corporate **************** credit card so Priority Pass has no card on file to charge. But I don't want my credit score taking a hit if Priority Pass insists that I didn't cancel the service despite my many attempts to cancel in advance of the renewal date to!Please help as Priority Pass' ridiculous assertion that I must cancel their own service through a 3rd party is nonsensical and has already caused me to waste precious days trying to resolve this matter on my end!!

  Business response

  10/11/2023

  Unfortunately, the type of account you have was issued as a benefit by **************** which means any changes need to be done by ****************. **************** has instructions on how to send cancellations to Priority Pass. 

  Customer response

  10/11/2023

  I've spoken with **************** multiple times and they've said that's simply not true! What you're suggesting makes zero sense and it is literally against **************** policy to engage with vendors such as yourself Priority Pass on behalf of its customers!! Regardless, considering it's your product/service its on you to either cancel my subscription outright, or work with them to cancel it.

  My membership number is ********** for your convenience.

  Business response

  10/11/2023

  Unfortunately, only **************** can cancel the membership so you would need to speak to someone in **************** that knows how the process works.

  Customer response

  10/11/2023

  Like I said I've already contacted them several times and they directed me to. So please stop copying and pasting the same generic response back to me! I will save all of these messages as well as my emails to you over the past month to outline my unsuccessful attempts to cancel my membership with you should it auto-renew in December. This is laughably bad customer service, lmaooo.

  Customer response

  11/30/2023

  I do not have anything in writing confirming that as I spoke with **************** on the phone several times. Those lines are all recorded so there's a paper/audit trail. And if one were to call **************** they would reiterate the same claim that I have to cancel with Priority Pass who is providing the service!

  Not proof but I have attached an email chain from back in September after getting the runaround from both **************** and Priority Pass.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchase a Priority Pass membership in January 2023. I travel monthly for work and wanted to have lounge access during lay overs. In the last 9 months, I have not been able to access a lounge a single time. I have been turned away by the lounges every single time and have been told they are not accepting "Priority Pass." I usually try multiple lounges and get turned away by every single one. With the increase in airport lounge usage and airlines and credit cards cracking down on their access for "real" lounge members. This service is not pretty much a scam. I have requested a refund of $69.00 from the company and my previous complaints have been ignored.

  Business response

  09/29/2023

  We apologize that you were unable to use your membership. We have cancelled your membership and issued full refund on the credit card on file.

  Customer response

  10/01/2023

  I have reviewed the business response and accept this resolution. Thank you!

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Translation showed on my bank at 06/09/2023, purchase happened on 06/05/2023 The Amount is $32.00 I am Priority Pass member, my member ID is **********. I brought 3 Guest attended to Buffalo Airport lounge called ********* I first brought only 1 guest with me around 6:00pm to inquiry how many guests I can bring in and what's the fee, cause I have 3 guests, the front dest man informed me that I can bring 3 guest no fee. Then I invited my 2 other guest to meet us at the lounge, they arrived at 6:10pm. The man scanned my priority digital card for the 3 guests and didn't inform me I will have a related charge. Today on June 11th, I notified I have a $32 charge showed on June 9th, and I don't recognize the transaction, so I called Priority Pass ************** at 2:36pm to question about this charge, the representative was rude and not showing any sympathy about what I was experience, she even blamed me that: I am the Priority Pass Member I should know that I can only bring 2 guest for free in mind, and I shouldn't trust the person who informed me at the front dest. She refused to refund me, I asked to talk to the leadership because Im not satisfied with her result, she claimed the leader won't refund me either.I also called Amex to dispute this, but **** said they are not positive on this. I think I shouldn't be the one take response of the incorrect information that different Priority Pass employee gave me, and I shouldn't be blamed on not knowing their policy well especially I had a double inquiry with the employee, and I wasn't been informed about this charge, to me, this is an invisible charge. I think I deserve a refund if Amex couldn't help with the dispute.

  Business response

  06/13/2023

  Hello,

       According to your benefit from ***************** your access is free/unlimited for you +2 guests per visit which **************** should've explained this when they registered you in program. When your membership card was mailed, it explained these conditions of use in the welcome letter also. Please read our conditions of use #4 on our page which states the following: Any payment queries should be addressed with Priority Pass or the payment card provider and not the individual Lounge or Merchant.

  Unfortunately, according to your benefit, the charge is valid since you get charged if you take more than 2 guests per visit.

  Kind regards,

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩