Dragonpass Avaliações 295

Resposta da Dragonpass

14 de abr. de 2026

Dear Tony,

Thank you for taking the time to share your feedback.

We’re genuinely sorry to hear about the inconvenience you experienced during your visit to the lounge, and we fully understand how disappointing this must have been, especially when expectations for a lounge experience were not met.

We regret that the operating hours of the Marhaba Lounge in Zürich were unsuitable for your travel schedule, particularly with a 23:00 departure and the lounge closing at 20:00. We appreciate you highlighting this, as we recognise how important lounge availability and comfort are for travellers with late flights.

That said, we’re pleased to hear that the lounge staff were polite and helpful, and we will be sure to pass this feedback on to the relevant team.

To better understand your experience in more detail and to review this matter thoroughly, we’ve requested additional information from you via Trustpilot. Once received, we’d like to reach out to you directly to discuss the issue further and explore this in more depth.

Thank you again for bringing this to our attention. Your feedback is invaluable in helping us improve the experience we offer.

Warm regards,
Dragonpass Customer Experience Team

Resposta da Dragonpass

14 de abr. de 2026

Dear Farouk,

Thank you for taking the time to share your detailed feedback with us.

We are truly sorry to hear about the inconvenience and disappointment you experienced, particularly at Marhaba Lounge (Terminal 3) of Dubai International Airport. We fully understand how upsetting this must have been, especially given your specific mobility requirements, and we sincerely apologise for the distress caused.

We are glad to hear that your experience at the Lounge in Madinah Airport was excellent, and we appreciate you highlighting this. However, it is concerning to learn about the difficulties you and your wife encountered in Dubai.
In particular, we regret that you were initially denied entry due to wheelchair assistance, that further clarification was required despite your ability to assist yourselves, and that wheelchair support to the gate was not proactively arranged. This is especially troubling given that assistance appeared to be provided to other passengers without repeated requests. Additionally, we understand how inconvenient and uncomfortable it must have been to be directed outside the lounge and downstairs to access male toilet facilities.
Please rest assured that this experience does not reflect the standards we aim to provide, especially regarding accessibility, dignity, and equal treatment for all guests.

To ensure we fully understand the situation and can address this matter thoroughly, we have requested additional details from you via Trustpilot. Once received, we would like to reach out to you directly to discuss your experience in more depth and ensure it is reviewed appropriately with the relevant teams.

Thank you again for bringing this to our attention. We truly value your feedback, as it helps us identify areas for improvement and work towards preventing similar situations in the future.

Kind regards,
Dragonpass Customer Experience Team

Resposta da Dragonpass

14 de abr. de 2026

Dear Jimmy,

Thank you for taking the time to share your feedback with us.
We sincerely apologise for the inconvenience and disappointment caused by this experience and fully understand how frustrating this situation must have been.

The points raised regarding overall lounge quality, cleanliness, and the perceived lack of value for frequent travellers are noted. Feedback of this nature is essential in helping us identify areas where expectations have not been met and where improvements or clarifications are required.

To ensure we can fully understand the situation and review this matter in more depth, we have requested additional details from you via Trustpilot. Once received, our team will reach out to you directly to discuss the issue further.

We truly regret any inconvenience caused and appreciate your patience and cooperation while this is being looked into.

Kind regards,
Dragonpass Customer Experience Team