FAQs

Back to Help

Showing all results.

In-Lounge Card Registration Changes FAQ

Why am I being asked to provide Mastercard details at lounge?

Customer Service

Is there a Mastercard Airport Experiences provided by LoungeKey Customer Service team I can call for assistance?

What information do I have to provide to the Customer Service team?

What services are provided by the Customer Service team?

Mastercard Airport Experiences provided by LoungeKey App

What app stores is the app available in?

Why do I need to log in to use the app?

Can I download my digital lounge access code to a digital wallet on my device?

Why does the app need access to my location?

Why have I been logged out of the app?

What has changed in the newest version of the app?

What do I need to do to use the newest version of the app?

I can’t find features from the previous version of the app, where are they?

Can I use the old version of the Mastercard Airport Experiences App?

What are the system requirements for the newest Mastercard Airport Experiences App?

Offers

How do I redeem a dining, spa, or retail offer?

What types of offers are available to me in my airport location?

Do I need to make a reservation with the dining or spa outlet to redeem the offer?

Can I share the discount offer code with others?

Can I see offers without an account?

Why can’t I generate offer codes without an account?

I am travelling in a couple of days and wanted to download an offer code for a dining experience. I noticed the offer code only lasts for 3 hours, what should I do?

I cannot locate an offer I used the last time I travelled and want to use it when I travel next time, what should I do?

The offer code I had downloaded for an offer at a dining location or spa expired before I gained access, what should I do?

I downloaded a number of offer codes before I travelled but can’t locate them in the app, where are they?

Can I use the offer codes from the app at the same brand name outlets outside of the airport?

The merchant outlet is not accepting my QR code and won’t give me the discount, what should I do?

The dining, spa, and/or retail location is unaware of the Mastercard Airport Experiences provided by LoungeKey program, what should I do?

My offer code has expired but I am not online, how can I get a new offer code?

Why are some offers charged by LoungeKey and others not?

Will I be charged for an offer if the offer code expires?

Why can’t I see details of the discount offer codes I have used in my history?

I was unhappy with my recent offer experience provided at a dining, spa, and/or retail outlet, how do I file a complaint?

Complimentary Visit Information

How many Complimentary lounge visits do I receive?

How can I find out if my issuer provides me with complimentary lounge visits?

How can I check my availability of complimentary visits?

When checking how many visits I have remaining it says I have visits pending, what does this mean?

Can I accrue my complimentary visits over time?

Lounge

I cannot find an airport lounge in my location. Why not?

I know there is a lounge in my terminal, but can’t find it. How do I know where to go?

How can I access the participating airport lounges?

I don’t have my eligible Mastercard payment card with me. Can I still access the lounge?

Can I access a lounge without registering an online account?

The lounge I’m trying to enter is unaware of the Mastercard Airport Experiences provided by LoungeKey programme, what should I do?

I have been denied access to a lounge because the lounge system does not recognize my eligible Mastercard payment card. Why didn’t it recognize my eligible Mastercard payment card?

My Mastercard payment card has been stolen, and I am awaiting a new card, can I still access a lounge?

How long can I stay in a lounge?

My partner and I both have eligible Mastercard payment cards, do we both have to present our cards when arriving at the lounge?

Can someone else use my eligible Mastercard payment card to access a lounge?

What is the policy for taking guests into the lounge?

My guest was refused entry to a lounge, why?

If my flight is delayed or cancelled, can the lounge attendants help me find another flight?

I believe I was incorrectly charged for a lounge visit. What should I do?

Why was I charged for a guest when the lounge staff didn’t alert me first?

Can I take children into the lounge for free?

I need a receipt for the lounge visits that I will be charged for, how do I get copies?

I have a charge on my Mastercard payment card statement from a company called LoungeKey – why?

How will I be charged for lounge visits?

Do I need to take my Mastercard payment card with me?

I’ve received a message from my card issuer suggesting an amount of money has been charged to my account for entering the lounge. Why?

I was unhappy with my recent lounge visit, how can I file a complaint?

What if I don't have my Mastercard payment card with me?

My digital QR code has expired, what do I do?

The lounge is not able to read my digital QR code - why?

My Account

I have tried to register for an online account, but the card number keeps getting rejected, what should I do?

Why do I need to provide my full Mastercard payment card details, including CVC number, to register for an online account?

I can’t remember my Username, what should I do?

I can’t remember my password, what should I do?

I can’t remember my Username AND password, what should I do?

I have received a new Mastercard payment card, what do I need to do?

General

What is Mastercard Airport Experiences provided by LoungeKey?

How do I register for MasterCard Airport Experiences provided by LoungeKey?

How long is the Mastercard Airport Experiences provided by LoungeKey benefit valid for?

Does the benefit provide me with Priority or Express boarding at the gate?

How does this programme differ from Priority Pass or LoungeKey?

What does Schengen and non Schengen mean?

Send us a message

Use the form and we’ll make sure your question reaches the right team.

Find support

Call customer services

Find regional phone numbers and support hours.

View contact details