FAQs

Mastercard has partnered with LoungeKey to bring you a new and innovative programme 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 programme’s supporting website and app seamlessly, to access a variety of benefits including:

･ Access to over 1,600 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

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.

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.

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

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

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.

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.

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 programme and for payment purposes in accordance with the Conditions of Use.

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.

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.

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

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.

You are required to have a Mastercard Airport Experiences account to visit airport lounges and travel experiences and use any of your benefits, but if you do still wish to delete your account, please complete this form: https://airport.mastercard.com/contact-us. Once this is processed, you will lose any access to the benefits and services you receive from Mastercard Airport Experiences. If you have received your membership though your bank/payment card issuer or any other benefit provider please contact them directly to discuss cancellation and your online account will be removed once actioned by them.

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

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

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.

The lounge does not have the ability to check whether you are a valid customer of the Mastercard Airport Experiences programme without swiping your bank card.

Due to changes in payment processing regulations, you may be required to swipe your payment card and complete authentication as part of your entry into the lounge. Find out more about the changes.

Yes. You can access lounges in the programme 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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

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.

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”.

While the benefit on your Mastercard payment card is known as Mastercard Airport Experiences provided by LoungeKey the programme 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.

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

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.

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.

 

We highly recommend taking your Mastercard payment card with you when you are attempting to access a lounge.

Due to changes in payment processing regulations, you may be required to swipe your Mastercard payment card and complete authentication as part of your entry into the lounge. This means that your digital card will not permit access if you are required to complete your registration at the lounge. Find out more about the changes ( https://airport.mastercard.com/en/in-lounge-solution-for-card-on-file-authentication-faq ).

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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 programme at any time.

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.

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.

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

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.

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.

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.

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.

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

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.

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.

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

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.

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.

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.

We’ve refreshed the Mastercard Airport Experiences App, we are adding new features and we’ve made it easier for you to use.

Some features in the app are going to be unavailable for a short period of time in the updated version of the app. The following features will be available once again shortly: See what’s nearby, Adding your Digital Card to your Apple wallet, Dual language Digital Cards, Multi-Language offers and Search functions in the FAQs.

Update your existing Mastercard Airport Experiences App in the App Store or Play Store, and then login to the updated app.

We recommend updating your app as soon as possible.

The Mastercard Airport Experiences App is available on iOS and Android devices. The minimum operating systems requirements are iOS 11 and Android 6.0.

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.

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

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 programme inquiries.

As part of PSD2 regulations brought in to reduce fraud, customers are required to go through strong authentication on certain transactions. Our solution requires you to go through this process just once, as subsequent transactions will be processed from your stored card on file.

You may be unable to complete the entry process and will not be permitted access into the lounge. We strongly recommend that you pre-register or update your Mastercard details online now to use your digital membership card, and you should always carry your Mastercard when you visit a lounge.

Pre-register to use your digital membership card, otherwise you may not be able to access lounges. If you have been denied access to the lounge because your card has not been recognised by the lounge device please contact your card issuer.

If the in-lounge card validation is unable to be completed through your issuer’s established security verification methods, you will be unable to access the lounge.

You can use your digital access token to enter the lounge however you may also need your physical card to complete the in-lounge card validation process if you have not previously validated your card. Mastercard Airport Experiences recommends you carry your Mastercard with you when visiting a lounge.

We recommend that you create an account or log in on the web or in app and update/re-enter your card details in the ‘My Details’ section as soon as possible. As part of these processes, you will be asked to authenticate your eligible Mastercard. Afterwards, you should be able to go through the standard lounge entry process without needing to re-authenticate your details.

Once your Mastercard is swiped, you will need to enter the country and postal code that the card is registered to and the correct CVC from the back of your Mastercard. Subsequently, you will be prompted to complete the two factor authentication process from your bank – which could require you to input a One Time Password into the device, or validate the transaction in your banking app. If successful, the visit entry process will be completed.

If you don't already have a Mastercard Airport Experiences online account, you can create one via the website or app. As part of this process, you will be asked to authenticate your eligible Mastercard. Afterwards, you should be able to go through the standard lounge entry process without needing to re-authenticate your details.

If you have an online account already, you can log in on the web or in app and update/re-enter your card details in the ‘My Details’ section. As part of this process, you will be asked to authenticate your eligible Mastercard. Afterwards, you should be able to go through the standard lounge entry process without needing to re-authenticate your details.

We recommend to create or log in to your Mastercard Airport Experiences account, to enter/re-enter your Mastercard details on the website and app. If you still are unable to gain access, please contact your card issuer or contact the Mastercard Airport Experiences Customer Services team.