7 Customer Reviews
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Review from Iaroslav T
1 star05/29/2024
So... I've been trying to cancel my membership. I tried doing it through the app, I got an email that says my request has been received and I'll get a response within 24 hours (no response).After a week I tried again - same story.So I called (can only find phone number online, not in the app!) and was hung up.Second time called, a person assured me that my membership will be cancelled right now and I'll receive an email immediately. No email.So I call again slightly later, provide my membership number and ask whether it's being cancelled or it's active. The answer is: "we can't let you know before you pass the security check" (for me it means: we want to still 10 minutes of your time before making an empty promise again).My next step would be to report the transaction via ***** luckily I have tons of evidence that I tried to cancel my membership.Review from Ron B
2 stars04/21/2024
Lounge access is very poor, I am paying for a service I a rarely able to use. International lounges seem to be better but I am consistently turned away in the ** because they are at capacity or out on a very long waiting list. Id say less than 10% of the lounges I am turned away from. Useless.Review from Jerry W
1 star10/13/2023
*** one of the busiest airports in all the world and Priority Pass doesn't have a single lounge there. Need I say more? What a disappointment and all they can say is we're looking into it.Review from Vince C
1 star07/19/2023
Terrible ***************** I enjoy the benefits of my priority pass membership. However, their customer service is painful.Supervisor, ***** was of no help. I told her several times I did not want to be transferred cold to a Chase customer service rep who could not assist with Priority Pass and that's exactly what happened. I called Priority Pass back and asked to speak with ***** again or have her call me back. She hasn't called me back in over 24 hours business hours. When I first called back I spoke with an *** or ***, she said she would track down ***** or another supervisor for me. After being on hold for over 30 minutes she hung up. Extremely frustrating.I do want to commend ******* and *****, they are all stars. I've called in a number of times over the past year to assist family members in signing up for new accounts. Those two were always knowledgeable and helpful. I implore you to review my calls and raise your threshold of customer service quality.Review from Annoyedcustomer L
1 star02/09/2023
Most of the time I'm unable to enter any of the lounges in ** as they either have only specific timings for priority pass members or they are very full. What's the point of this product if there are so many restrictions and avail no benefits. The company should find better tie *** and look for ways to allow members to use the lounges anytime. I'm sitting at the airport right now for my international flight and super disappointed that no lounge is allowing me to use it, it's ridiculous.
Priority Pass, Inc. Response
02/14/2023
Hello,
We apologize that you were not able to access the Lounge on your most recent trip. To make sure lounges stay safe and comfortable, there's a limit on how many guests they can hold at any one time. Sometimes it can look like the lounge is quiet, but the lounge staff will be expecting Members who have pre-booked. Because of this, staff may occasionally need to turn away 'on-demand' guests.
If you would like for us to look into this further for you please reach out to us via one of the methods below. Thank you and we appreciate your feedback.
**********************************************************
Priority Pass # ************Review from Karen M
1 star01/10/2022
I applied for the Chase Sapphire Reserve for the sole reason of obtaining a Priority Pass membership. The pass takes 2-3 weeks to receive. I'm shocked that with the technology today, I can't receive a digital card in a more timely manner. The physical card will not arrive before my upcoming trip. I am immunocomprimised and wanted to seek refuge in the lounge from a busy airport during my layover. To say I'm disappointed is an understatement. I will likely close my Chase account, as now I don't feel I have the benefit I signed up for.Priority Pass, Inc. Response
01/12/2022
We apologize for the inconvenience but your feedback is being left for the wrong company. We do not handle the request you are mentioning here so we would appreciate if you could remove. Thank you, Priority PassReview from Raynold M
2 stars11/27/2021
Priority Pass charges fee for usage without prior intimation when it is supposed to be free lounge usage. Neither bthe credit card company Yes Bank from India nor Priority Pass informed about fee charged for lounge usage. They send the bill for usage in Sept in Nov end, that too accumulated usage bills.Priority Pass, Inc. Response
12/01/2021
Hello,
Can you please provide additional information about your membership (membership #) if possible so that we can review your account.
Thank you,Customer Response
12/02/2021
My membership no is XXXXXX XXXXX XXXXXXX.
I have used the card at domestic indian lounges earlier and there was no fee.
I had a surprise when I received a charge for usage after two months.
If the credit card statement had come earlier after the use, I would have stopped subsequent usage of the lounges at
such exorbitant cost. I really felt stupid, as I had several credit cards which are free usage at lounges.
I simply used the PP card in good faith, as there was no fee on earlier occassions.
Raynold ******Priority Pass, Inc. Response
12/03/2021
Thank you for providing the Priority Pass Membership # and I can confirm this membership was issued by MasterCard World Card. I would like to inform you that your membership is private and handled exclusively by MasterCard and we do not have access to see any of your Financial Information or what type of benefits are provided to you by MasterCard by using the Priority Pass Card. It is our suggestion for you to contact the issuer of your card by dialing the # on the back of the credit card to try and resolve you concern directly with them as it is a private relationship/matter between Mastercard and yourself Mr. ******* *******Customer Response
12/03/2021
Thank you for the clarification.
Perhaps PP needs to do something about this. Because at the end of the day, users will only blame PP and not Mastercard. They won't say, we used Mastercard and got a raw deal. They will say we used PP card and got into a mess, especially when the billing takes 2 months to reflect in the credit card statement. Unless of course that is what is desired by PP, so that it gets loaded by the bulk on a poor unsuspecting customer.
Regards
RaynoldPriority Pass, Inc. Response
12/07/2021
Hello ********
We appreciate your response on this matter and hope that you will contact MasterCard to solve your concern.
Thank you,
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