FAQs

General

What is Mastercard Airport Experiences provided by LoungeKey?

Mastercard has partnered with LoungeKey to bring you a new and innovative program that helps transform the airport experience from “lost time” to “me time”. The benefit allows eligible Mastercard cardholders to choose how to best use their time at the airport. Cardholders can use their eligible Mastercard payment card, and the program’s supporting website and app seamlessly, to access a variety of benefits including:

・ Access to over 850 lounges, in over 400 airports worldwide (120+ countries), regardless of their airline, frequent flyer membership, or class of ticket.

・ Unique experiences and offers in dining, spa and retail outlets

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

Please go to the Mastercard Airport Experiences provided by LoungeKey website or app homepage click on “Register Now” button. Then follow the seamless registration process.

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

Your benefit is enabled through your eligible Mastercard payment card and valid until the eligible card is cancelled or expires. If your card expires and you get a new card in the mail, simply update your card information in your online account via the website or app.

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

No. These services are not included as part of the program.

How does this program differ from Priority Pass or LoungeKey?

In addition to providing access to airport lounges, the Mastercard Airport Experiences provided by LoungeKey program also provides you with dining, spa and retail offers within the airport. Plus, there is no need to carry around an extra card.

What does Schengen and non Schengen mean?

The Schengen agreement is a set of agreements made by European states which consequently has abolished border controls between most EU customer countries. At certain airports in signatory countries there are designated areas for Schengen and non Schengen flights. In a few cases, where lounges are located within a Schengen area, you will only be able to access the lounge if you are flying to another Schengen country. Equally, non Schengen lounges can be accessed only if you are flying to a non Schengen country. Where applicable, the status of a lounge is clearly shown when you look it up on the lounge finder within the app. At present the following countries participate in the scheme. It is worth noting that the United Kingdom and the Republic of Ireland are not currently signatories: Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden and Switzerland.

My Account

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

First, please ensure you are using an eligible Mastercard to register for an account. If the card number is still not accepted, please contact the Customer Service team, by clicking on the Help section of the website or app.

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

Your full Mastercard payment card details, including CVC number, are required to verify your eligibility for the benefit, to enable you to participate in the program and for payment purposes in accordance with the Conditions of Use.

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

If you are unable to remember your username, please request a reminder by selecting the Forgotten Username option on the log in page. Your Username information will be sent to the registered email address associated with your Mastercard Airport Experiences provided by LoungeKey online account.

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

If you can't remember your password, you can request a Password Reset by selecting the Forgotten Password option on the log in page. You will then need to provide the Username associated with your Mastercard Airport Experiences provided by LoungeKey online account and a Password Reset email will be sent to the email address associated with your account.

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

If you have forgotten both your Username and Password please follow the Forgot Username process first and then request a Password Reset.

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

You will need to go onto the on the My Account > Profile page in the website and update your Mastercard payment card details. This in turn will update and enable your digital lounge access code.

Lounge

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

Not all airports have a participating lounge. Please use the program website or app to search for and find a participating lounge if there is one in your location.

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

Lounge information, including location directions, can be found in the “Lounge Details” within Find lounges and more.

How can I access the participating airport lounges?

There are two ways to access lounges. First, you can simply present your eligible Mastercard and mention LoungeKey to the lounge staff. Or alternatively, you can present your digital lounge access code available after you register for an online account either on the website or app.

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

Yes. If you have registered for an online account, you will have access to your digital lounge access code via the website or app. simply, open the digital lounge access code on your mobile device and show the lounge staff your lounge access QR code. They will scan the code and ask for your signature to confirm you have accessed the lounge.

Can I access a lounge without registering an online account?

Yes. You can access lounges in the program by simply presenting your eligible Mastercard payment card to the lounge staff. Your card will be swiped and you will be required to sign in to confirm you have accessed the lounge.

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

Please mention “LoungeKey” to the lounge staff and provide them with your eligible Mastercard payment card or the digital lounge access code. If you still experience issues, please contact the Customer Service team by clicking on the Help section of the website or app.

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?

Please ensure the lounge staff are using the “LoungeKey” system to process your eligible Mastercard payment card or digital lounge access code. If this doesn’t resolve your problem, please contact the Customer Service team by clicking on the Help section of the website or app.

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

First, the brightness of your device screen may not be high enough. Please use your phone settings to brighten the screen and rescan your digital lounge access code. If the lounge reader still can’t read the lounge access code, the staff will enter your lounge access number manually. Second, pass your eligible Mastercard to the lounge staff to swipe through their card reader. If the lounge are still unable to confirm your eligibility, double check that the card is not expired, within Profile on the website or app. If it has expired, please provide the updated information requested in the app. And finally, if the problem still persists, please contact the Customer Service team by clicking on the Help section of the website or app.

My digital lounge access code has expired, what do I do?

You need to update the Mastercard payment card information on file. When viewing an expired digital lounge access code, simply update your Mastercard payment card information by clicking on the Update Card button. Please note you will need to be online to complete this update.

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

Unfortunately lounge access requires a valid Mastercard payment card or a digital lounge access code affiliated with a valid Mastercard payment card. You will need to update your new Mastercard payment card details on the website or app when you receive your new card.

How long can I stay in a lounge?

Each lounge has its own policies regarding length of stay. Please check the lounge information in Find lounges and more on the website or app to confirm the policies and conditions of each individual lounge.

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

To ensure you do not receive any unnecessary charges, please present both eligible Mastercard payment cards or digital lounge access codes when entering the lounge. Please ensure you confirm the number of guests recorded when signing in to the lounge.

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

No. The only person who can access the lounge is the person named on the eligible Mastercard payment card. For security reasons, the lounge will verify the name of the cardholder against their boarding pass and their identification card / passport.

What is the policy for taking guests into the lounge?

Each lounge has its own policies regarding guests. Please check the lounge information in Find lounges and more on the website or app to confirm the policies and conditions of each individual lounge.

My guest was refused entry to a lounge, why?

Each lounge has its own policies and it is at the lounge’s discretion how many guests can be taken into the lounge. Please check the website or app to confirm the conditions of each individual lounge.

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

No. Please contact your airline’s customer service team to help with specific flight questions.

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

First, all details of your lounge visits can be located within the “History” area of your online account. After checking your visit history, if you still feel you have been incorrectly charged, please contact the Customer Service team by clicking on the Help section of the website or app.

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

Unfortunately, due to the nature of the program, the lounge provider is unable to proactively alert you when guests are charged for a lounge visit.

Can I take children into the lounge for free?

Each lounge has its own policies regarding children. Please check the lounge information in Find lounges and more on the website or app to confirm the policies and conditions of each individual lounge.

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

Receipts for visits or offers you have been charged for are available to download from the “History” area of your online account. Please note all chargeable visits will be reflected on your monthly credit card statement as “LOUNGEKEY.COM”.

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

While the benefit on your Mastercard payment card is known as Mastercard Airport Experiences provided by LoungeKey the program is run by LoungeKey. For this reason any charges made to your Mastercard payment card for visits or defined value offers will be a transaction handled by LoungeKey.

How will I be charged for lounge visits?

Any lounge visit fees you are responsible for will be charged directly to your Mastercard payment card on file.

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?

When visiting a lounge, a pre-auth may be performed as a means to authenticate your Mastercard payment card has not been reported as lost, stolen or cancelled. This will mean a hold of funds will be placed to confirm your card is still active and released after a period of time if your visits are complimentary.

If you do not have any complimentary visits available to you, you will be charged the prevailing lounge visit fee.

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

In the unlikely event you are not satisfied with your experience at either a lounge or within an offer outlet, please contact the Customer Service team by clicking on the Help section of the website or app who will be happy to assist. Please ensure you have details of the visit you wish to discuss, the date of your visit, the time of your visit and the nature of your complaint.

Complimentary Visit Information

How many Complimentary lounge visits do I receive?

Complimentary lounge visits may be provided by your card issuer. Please refer to your Mastercard Airport Experiences provided by LoungeKey online account to view the number of complimentary visits you and/or your guests may have. If you have any additional questions, please contact the Customer Service team by clicking on the Help section of the website or app.

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

If your issuer provides complimentary lounge visits, there will be a “Complimentary Visit” section under My Information on the app and under My Account on the web. If you do not have any complimentary visits, this section will not display. If you have additional questions, please the Customer Service team by clicking on the Help section of the website or app.

How can I check my availability of complimentary visits?

If your issuer provides you complimentary visits as a part of your benefit you can check your visit allowance by viewing the “Complimentary Visits” section within your online account on the website and app. Please note you will need to be logged in to your account in order to view this information.

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

Pending visits are lounge visits that have been used but not fully processed. In some instances there can be delays in processing visits. Once processed the visit will be counted as used. The Complimentary Visits view allows you to confirm how many complimentary visits you have left available.

Can I accrue my complimentary visits over time?

If you receive complimentary visits from your Issuer, the number of complimentary visits will be applied annually from January 1st to December 31st. Unused visits are not transferable and cannot be carried over to the following year.

Offers

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

To redeem a dining, spa or retail offer, simply present the Offer QR code to the merchant’s staff and they will apply the offer.

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

Each airport terminal offerings are different. Please refer to the website and app for offers available in your location.

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

No. You do not need to make a reservation to redeem a dining or spa offer. However,by obtaining an offer QR code, this will not guarantee immediate entry upon arrival to the dining location or spa. Access will be based on availability. For more information, please refer to the offer details found on the website or app.

Can I share the discount offer code with others?

No. The offer code generated is specific to the individual with the account. The dining, spa or retail outlet will validate the QR code owner at point of redemption.

Can I see offers without an account?

Yes. You can see all available offers without logging in to your online account on the website, but you cannot generate offer codes without registering and/or logging in to your online account.

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

Offer codes can only be accessed and generated when you confirm you are eligible for the benefit by registering and logging in to your 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?

Offer codes are only available for a 3 hour window once they are generated. Please download the offer code when you arrive at the airport so that it is available at the time of use.

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?

First, check your History section for the offers you have completed in the past. If found, simply click the offer and regenerate the offer. If that doesn’t work and you are still unable to find it, the offer may not be available. Offers are subject to availability and may change or be removed from the program at any time.

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

You will need to be logged in to the website or app before relocating the offer you wish to reactivate. If the offer is still available simply open the offer and click on the Generate Offer Code button, confirm the number of guests (where appropriate) and confirm. Your new offer confirmation and QR code will then be displayed.

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

Offer codes are valid for 3 hours. If it has been less than 3 hours, first, look on the website or app under Active Offers. If offer codes have expired, you can locate the offer again and generate a new code. Expired codes are not available on the website or app.

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

No. The offers and subsequent offer codes are specific to the outlet in the airport location as highlighted within the offer information.

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

First, double check the offer code you generated is still valid and has not expired. If it has expired, please regenerate the offer. You can also reference “LoungeKey” to the merchant as another indication of who the offer provider is. Second, the brightness of your device screen may not be high enough. Please use your phone settings to brighten the screen and rescan your offer QR code. Finally, if this does not resolve the issue please contact either the Customer Service team by clicking on the Help section of the website or app.

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

Please ensure you confirm to the merchant you are wishing to access the offer using LoungeKey and provide them with the QR code relating to the offer you wish to redeem. If you still experience issues, please contact the Customer Service team by clicking on the Help section of the website or app.

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

You will be required to be online if you wish to generate or regenerate offer codes via the website. It is possible to generate or regenerate offer codes if you are using the app.

Why are some offers charged by LoungeKey and others not?

All discount offers are charged directly by the merchant. The merchant will require the offer code and apply the discount before charging your eligible Mastercard payment card for the remaining balance. Fixed value offers, (for example set menu for USD $27) will be charged directly to the eligible Mastercard payment card associated with your registered online Mastercard Airport Experiences provided by LoungeKey account. The merchant of record for these transactions will appear as “LOUNGEKEY.COM” on your monthly card statement.

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

No. You will only be charged for redeemed offer codes.

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

The app can only track transactions facilitated by LoungeKey, which are the fixed value offers. Discounted offers are charged directly by the merchant and therefore are not visible in the history.

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

In the unlikely event you are not satisfied with your experience at an offer outlet, please contact the Customer Service team who will be happy to assist you by clicking on the Help section of the website or app. Please ensure you have details of the visit you wish to discuss including the date and time of your visit, the as well as the nature of your complaint.

Mastercard Airport Experiences provided by LoungeKey App

What app stores is the app available in?

The Mastercard Airport Experiences provided by LoungeKey app is available for Android and iOS devices and is free of charge.

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

Registering for an online account and logging in to your account is the only way you have access to all aspects of your personal account. Once logged in you can access your digital lounge access code and dining, spa and retail offer codes, as well as your usage history, personal details and more.

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

Yes, you can currently download your digital lounge access code to an Apple wallet. To do this, simply open your digital lounge access code within the app and use the download function at the bottom of the screen.

Why does the app need access to my location?

By allowing Mastercard Airport Experiences provided by LoungeKey access to your location, we are then able to provide you with the lounges or offers closest to you. If you do not wish for the app to know your location, simply turn off the location setting within your phone settings.

Why have I been logged out of the app?

For security reasons the app automatically logs you out after 30 days. The app will remember your Username but you will be required to re-enter your password.

Customer Service

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

Yes, English speaking customer service advisors are available 24 hours a day, 7 days a week. Contact details and operating hours when additional language support is available can be found on the app and website within the Help section.

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

You will be asked to provide your full 16-digit Mastercard payment card number to allow the Customer Service team to support your benefit.

What services are provided by the Customer Service team?

The Customer Service advisor can verify eligibility, support registering for an account, provide lounge locations and amenities, suggest dining, spa and retail offers, support in downloading the app, and other program inquiries.