If you want to use UK lounge predominantly, don’t bother. It’s almost impossible to book, even months in advance. I’m told companies like Jet2 pre-block places. Manchester Airport is especially bad,... Ver mais
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Veja o que dizem as avaliações
Yet again tried to book Manchester terminal two lounge, however no vacancies Then I received a mail shot from Manchester Airport offering lounges I filled in same details, date, time ect and low a... Ver mais
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VISA should be embarrassed for partnering with Dragonmiss. IF you can get into a lounge at Toronto Pearson (two of my last four trips I have not: "lounge full"), the food options are miserly and th... Ver mais
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Also very disappointed that there was no lounge at Santiago airport, a major capital city! Flying from Luton this week & the Aspire lounge has closed & Dragon Pass not offering the alternative Club Ro... Ver mais
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463 avaliações
Respondeu a 84% das avaliações negativas
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2nd unjustified lounge denial
2nd unjustified lounge denial – contradictory explanations – no compensation
I have been denied lounge access for the 2nd time despite my card being fully eligible according to the DragonPass/Visa Companion app.
On 29 April 2025 at Casablanca Mohammed V Airport, the Aspire Lounge Terminal 2 was clearly displayed as accessible in my app with 1 entitlement available. When I approached the lounge, staff told me my card was not eligible and that the app was not up to date. I was redirected to Terminal 1, which was impossible as my flight was departing from Terminal 2.
What is most shocking is the series of contradictory explanations I received from DragonPass support:
First they said the lounge was at full capacity
Then they changed to say it was an exclusive reservation by another programme
Yet I personally witnessed other guests entering the lounge after I was denied
Their own Escalations Team confirmed that the Aspire Lounge Terminal 2 should have been accessible with my membership, which proves the denial was unjustified.
This is the second time this has happened to me. The first time, DragonPass acknowledged a technical error but provided zero compensation. I lost all my lounge accesses from last year due to their app's failures.
To make matters worse, when I tried to submit my complaint through the app, I received an error message: "Sorry, the system is currently unavailable."
The app is misleading, the explanations are inconsistent, and the customer service is dismissive. I have requested formal escalation and compensation still waiting.
Avoid relying on this app for lounge access. It cannot be trusted.
29 de abril de 2026
Avaliação não solicitada
Resposta da DragonPass
Dear Ilham,
Thank you for taking the time to share this detailed feedback — and I’m truly sorry for what you’ve experienced.
Being denied lounge access for a second time despite your app showing an available entitlement and trying to access an included lounge is unacceptable, particularly when you were travelling and had no realistic option to switch terminals.
We’ve requested a few additional details from you via Trustpilot so we can contact you directly and investigate this matter further.
Thank you again for bringing this to our attention. We’d welcome the opportunity to continue the conversation and provide further clarification as soon as we can.
Kind regards, Dragonpass Customer Experience Team
Yet again tried to book Manchester…
Yet again tried to book Manchester terminal two lounge, however no vacancies
Then I received a mail shot from Manchester Airport offering lounges
I filled in same details, date, time ect and low and behold they have vacancies
Dragon pass is a scam
22 de abril de 2026
Avaliação não solicitada
Resposta da DragonPass
Dear Fredrick,
Thank you for taking the time to share your feedback. We’re genuinely sorry to hear that you have had some issues with booking a lounge at Manchester Airport.
Lounge access is subject to availability, and we truly appreciate your understanding. Our lounge team always does their best to welcome every guest, but there may be times when capacity limits need to be observed to ensure a comfortable and safe experience for everyone.
We have requested additional details from you via Trustpilot so that we can get in touch with you directly and review this matter in more depth.
Thank you again for raising this with us, and we hope to have the opportunity to continue the conversation and provide further clarification directly.
Kind regards, Dragonpass Customer Experience Team
VISA should be embarrassed for…
VISA should be embarrassed for partnering with Dragonmiss. IF you can get into a lounge at Toronto Pearson (two of my last four trips I have not: "lounge full"), the food options are miserly and the lounges themselves unwelcoming.
Shame on you VISA.
And my review is just posted now because Dragonmiss took MONTHS to respond to me.
16 de novembro de 2025
Avaliação não solicitada
Resposta da DragonPass
Dear Mark,
Thank you for sharing your feedback, and I’m genuinely sorry for the experience you’ve had.
We’ve requested a few additional details from you via Trustpilot so we can contact you directly and investigate this matter further.
Thank you again for bringing this to our attention. We’d welcome the opportunity to continue the conversation and provide further clarification as soon as we can.
Kind regards, Dragonpass Customer Experience Team
What a scam!
Tried to book lounge for Manchester Terminal 2 for August (now in April) but apparently unavailable. I get that it's a busy time and there are 6 of us, but booking direct with the airport lounge, there are spaces available. Have tried lots of other dates and they are all unavailable! Even tried looking at October, which is the latest one you can book and the same thing, no available slots! Even putting 1 person in doesn't work! What is the point?!
What makes it worse is you can't search for a lounge for a particular date/time until you have bought and registered with them, so you just assume you can book! Do yourself a favour, don't bother wasting your money on a Dragonpass, it's effectively useless!
15 de abril de 2026
Avaliação não solicitada
Resposta da DragonPass
Dear Karen,
Thank you for taking the time to share your experience — and I’m genuinely sorry for the frustration and disappointment this has caused.
While lounge capacity and the allocation of slots for partner programmes can vary (and is ultimately managed by the lounge operator), that doesn’t change the fact that the service has not met your expectations.
We’ve requested a few additional details from you via Trustpilot so we can contact you directly and investigate this matter further.
Thank you again for bringing this to our attention. We hope to continue the conversation with you and provide further clarification as soon as possible.
Kind regards, Dragonpass Customer Experience Team
Zero Customer Service – Left Waiting Over a Month
This is completely unacceptable.
Multiple clients (not just myself) are unable to edit their information in the Visa Airport Companion app, and the only option provided in the app is to contact Customer Service through “Contact” → “Get in touch.” This process is clearly ineffective.
After I submitted my request in the app, I received a confirmation email on March 7, 2026, stating that my ticket was created and they aim to respond within one business day. That commitment has not been honored. I followed up on March 17 and again on March 23 (including my ticket number and noting an upcoming trip), yet I have received no response.
It is now April 14, 2026—over five weeks later—with no reply, no update, and no resolution. This level of support is unacceptable, especially for a service tied to travel where timing is critical.
To make matters worse, there is no toll-free number available for customers to escalate urgent issues. This lack of accessible support is extremely frustrating and reflects poorly on your service.
14 de abril de 2026
Avaliação não solicitada
Resposta da DragonPass
Dear Ann,
Thank you for taking the time to share such detailed feedback — I’m genuinely sorry to hear about the difficulties you’ve experienced when trying to edit your information in the Visa Airport Companion app.
We’ve requested a few additional details from you via Trustpilot so we can contact you directly and look into this matter further.
Thank you again for bringing this to our attention. We hope to continue the conversation with you and provide further clarification as soon as possible.
Kind regards, Dragonpass Customer Experience Team
Useless in the UK
If you want to use UK lounge predominantly, don’t bother. It’s almost impossible to book, even months in advance. I’m told companies like Jet2 pre-block places. Manchester Airport is especially bad, I’ve given up trying. It’s interesting, though, that I can book the same lounges at my chosen time if I’m prepared to pay the full entry fee. Who is being scammed here? Customers by DragonPass or Dragonpass by the airport?
Use abroad is a different matter. I’ve not had to pre-book and only once been denied access due to the lounge being full. Hong Kong especially good.
Overall, I think it does not reflect well on the companies, such as NatWest Bank, who offer this as a perk.
9 de abril de 2026
Avaliação não solicitada
Resposta da DragonPass
Dear Andrew,
Thank you for taking the time to share such detailed feedback — I’m genuinely sorry for the frustration you’ve experienced when trying to use lounges in the UK, particularly at Manchester Airport. I completely understand why you’d feel disappointed.
While lounge availability is ultimately controlled by each lounge and airport (including how much capacity they allocate to pre-bookings and partner programmes), that does not take away from your experience.
We have requested additional details from you via Trustpilot so that we can get in touch with you directly and review this matter in more depth.
Thank you again for raising this with us, and we hope to have the opportunity to continue the conversation and provide further clarification directly.
Kind regards, Dragonpass Customer Experience Team
Terrible customer service
Terrible customer service, made genuine booking error, booked 24hrs too early and now been told I can’t get refunded my 3 x lounge passes that I pre-booked. No services were consumed so very unfair to take my payment.
5 de abril de 2026
Avaliação não solicitada
Resposta da DragonPass
Dear Andrew,
Thank you for taking the time to share your feedback.
We’re genuinely sorry to hear about your experience and understand how frustrating this situation must have been, especially as no lounge visit took place.
We do appreciate that booking errors can happen, and we recognise how disappointing it feels when this results in a loss.
Please note that when a lounge is pre-booked, the space is reserved specifically for the booking guests, and the lounge allocates capacity accordingly. As outlined in the Terms & Conditions agreed to at the time of purchase, if a pre-booking is not cancelled within the permitted cancellation window (if permitted), the lounge keeps that space reserved and is unable to offer it to anyone else.
That said, we absolutely want to ensure we have fully understood the circumstances around your booking. We have requested additional details from you via Trustpilot so that we can get in touch with you directly and review this matter in more depth. This will allow us to look at all aspects of your case properly.
Thank you again for raising this with us, and we hope to have the opportunity to continue the conversation and provide further clarification directly.
Kind regards,
Dragonpass Customer Experience Team
Don’t bother getting a Dragon Pass !
Don’t bother getting one - can’t pre-book any lounge at Manchester Airport up to 6 months in the future - complete waste of money plus you can’t get in if you just turn up !
5 de abril de 2026
Avaliação não solicitada
Resposta da DragonPass
Dear Mark,
Thank you for taking the time to share your feedback. We’re genuinely sorry to hear about your experience and understand how frustrating this situation must have been with not being able to book a lounge at Manchester airport.
We have requested additional details from you via Trustpilot so that we can get in touch with you directly and review this matter in more depth.
This will allow us to look at all aspects of your case properly.
Thank you again for raising this with us, and we hope to have the opportunity to continue the conversation and provide further clarification directly.
Kind regards, Dragonpass Customer Experience Team
No availability and told to try again…
No availability and told to try again closer to the time or try on the day.
I cant see the purpose of the pass option, its not a perk if you cant book it and the chances of me using one is unlikely never mind the 4 i should have.
Booking direct is far easier and guaranteed despite no slots at any lounge in my terminal within 15 weeks travel date. Poor and would not recommend.
25 de março de 2026
Avaliação não solicitada
Resposta da DragonPass
Dear Bren,
Thank you for bringing this matter to our attention.
We are truly sorry to hear about the frustration caused when trying to use your lounge access benefit, and we sincerely apologise for the inconvenience this has caused to your travel plans.
We fully understand how disappointing it is to hold a membership and be unable to secure availability in advance, particularly when booking directly with the lounge appears easier and more reliable.
Lounge availability is influenced by several factors, including airport lounge capacity, agreements they hold with airline companies and membership providers and the individual operating policies of each lounge, meaning availability can be limited and may be filled quickly, particularly during peak travel periods. And this is not something we can fully control.
While advance booking may not always be possible, some lounges may offer access on a walk-in basis on the day of travel, subject to their capacity and operational decisions at that time. This option may occasionally provide an alternative opportunity for lounge access.
Please be assured that your feedback has been shared with the relevant teams to review the customer experience in detail and to support ongoing improvements to lounge availability, booking functionality, and overall accessibility of the benefit. Customer insight such as yours is vital in helping us identify gaps and areas where expectations are not being met.
We regret that this experience has led to dissatisfaction.
Thank you again for your honesty, and we hope that future enhancements will better reflect the value and convenience intended with lounge access.
Kind regards,
Dragonpass Customer Experience Team
Huge scam
Just joined. Actually cancelled my travel pack in order to get travel pack plus specifically for lounge access. No bookings available, but if I try to buy a pass, I have no issues. It's as everyone says.... A complete scam. Why would your bank promote something like this? It's unthinkable
25 de março de 2026
Avaliação não solicitada
Resposta da DragonPass
Dear Ben,
Thank you for taking the time to share your feedback. We’re genuinely sorry to hear about your experience and understand how frustrating this must have been, particularly when lounge access was a key reason for upgrading your travel pack to travel pack plus.
Lounge availability is dependent on multiple factors, including airport capacity, demand at the time of travel and individual lounge policies. Airport lounges often serve multiple airlines, membership programmes and booking platforms, which means space is limited and can be taken quickly, particularly during peak travel periods.
Please note that the availability shown in the app reflects real-time capacity and may change frequently, particularly if travellers adjust their plans and cancel pre-bookings.
While access may not always be available for advance booking, some lounges may allow access on a walk-in basis on the day of travel, depending on their capacity and operational decisions at the time. Although this option isn’t guaranteed, it can occasionally provide a successful alternative.
We genuinely value your feedback. Please be assured that our Partnerships Team is actively working to improve and simplify the lounge access experience, with the aim of better meeting our members’ expectations going forward.
If you would like us to review your journey in more detail or have any questions, please contact our Support Team and we would be happy to help. You can find our contact details at:
https://www.dragonpass.com/contact-information.
Kind regards,
Dragonpass Customer Experience Team
This service is a sham
This service is a sham, a false representation.
Visa should withdraw from it.
10 de março de 2026
Avaliação não solicitada
Resposta da DragonPass
Hello Marc,
Thank you for taking the time to share your feedback.
We’re genuinely sorry to hear that your experience has led you to feel disappointed.
We take all feedback seriously and would like the opportunity to investigate what went wrong in your case. To do so, we have requested additional details via Trustpilot so that a member of the relevant Customer Support team can contact you directly.
Thank you for bringing this to our attention. We appreciate your time and hope to have the chance to address your concerns properly.
Best regards,
Dragonpass Customer Experience Team
Terrible customer service and experience, Visa airport companion
I am a partner with Visa Airport Companion and get 6 free entitlements to visit a lounge at no charge. I visited YVR international lounge on Feburary 15th with my family and scanned in 3x entitlements (that have since disappeared). I was then ALSO incorrectly charged $96 USD to my credit card. I spoke to an agent at the desk right away who said I had to contact Dragonpass. I have tried to get a refund several times through customer service and I cannot get a reply or a refund. It is crazy!
On top of that, the lounge was absolutely terrible. There was no decent food, no service, I couldn't even find a clean fork. I DO NOT recommend going into these lounges and credit card companies should most definitely stop partnering with them. I have reached out to TD to let me know the situation, and will hopefully have the charge disputed.
15 de fevereiro de 2026
Avaliação não solicitada
Resposta da DragonPass
Dear Rebecca,
Thank you for taking the time to share your experience.
We are very sorry to hear about the difficulties you encountered during your lounge visit and the frustration this has caused.
We sincerely apologise for the confusion around your lounge entitlements and the unexpected charge to your card. We understand how concerning this must be, particularly after attempting to resolve this situation through our support channels.
To ensure this is investigated thoroughly and resolved as quickly as possible, we have reached out to you via Trustpilot to request a few additional details. Once received, a member of the relevant Customer Support team will reach out to you directly to review your case in full.
We are also sorry to hear that the lounge experience itself did not meet expectations. Feedback of this nature is taken seriously and shared with the appropriate teams, as maintaining acceptable lounge standards is extremely important to us.
We appreciate you bringing this to our attention and look forward to assisting you directly to bring this matter to a fair resolution.
Kind regards,
Dragonpass Customer Experience Team
Tried to book a fast track for Bristol…
Tried to book a fast track for Bristol Airport on the app, got an error message stating that my request cannot be processed. Left it as is and later on the app found the booking had been made but I had already gone through security the normal way. There was no option to cancel so I contacted Dragon Pass and explained that an entitlement had been taken from my lounge visits and I’d like it to be reversed because I got an error message. Thei response was: “ I’m truly sorry for the confusion and frustration caused by the booking error in the app. I completely understand how concerning it must be to see a booking appear unexpectedly and then find that you cannot cancel it.
Unfortunately, we are unable to reverse the booking from our side once it has been processed. We sincerely apologise for the inconvenience this has caused.
We completely understand how this situation can be frustrating, and we’re here to support you with any guidance or questions regarding future bookings.
Warm regards,
Jean”
Unacceptable response, lack of responsibility and accountability. Non-existent customer service !
11 de março de 2026
Avaliação não solicitada
Resposta da DragonPass
Hello Lebs,
Thank you for taking the time to share your feedback.
We are sincerely sorry for the frustration and inconvenience you experienced, and we fully understand why this situation was disappointing.
Please be assured that your comments have been taken seriously. We are committed to reviewing this matter thoroughly to understand what went wrong and to ensure similar situations are handled more appropriately going forward.
To allow us to look into this in detail and assist you further, we have requested additional information via Trustpilot. Once we receive those details, a member of our team will reach out to you directly.
Thank you again for bringing this to our attention. We genuinely value your feedback, as it helps us improve our service and how we support our customers.
Kind regards,
Dragonpass Customer Experience Team
trying to prebook lounge passes…
Been trying to prebook lounge passes for manchester T2 for the last 4 months. Tried this daily and on various dates as well to see if theres a problem.
Dreadful.
2 de março de 2026
Avaliação não solicitada
Resposta da DragonPass
Dear David,
We are really sorry to hear about your experience and understand how frustrating it is when you are unable to book lounge access in advance.
Lounge availability shown in the app is always subject to capacity and can change frequently. Many airport lounges cater to a wide range of memberships, airlines, and booking platforms, which means availability is not something we can fully control and slots can fill quickly, especially during busy travel periods.
While pre-booking is not always possible, some lounges do accept walk-in access on the day, subject to the lounge’s discretion and capacity at the time. We appreciate this is not guaranteed, but it can sometimes be a successful option.
Your feedback is valuable to us and we genuinely regret the disappointment caused.
Please rest assured that our Partnership Team are working on streamlining the lounge access process to meet customers' needs and expectations and to ensure a better experience for our members in the future.
If you would like us to look into your specific journey or discuss your membership further, please feel free to contact our Support Team. Our contact details can be found here: https://www.dragonpass.com/contact-information.
Kind regards,
Dragonpass Customer Experience Team
Nothing but stress and hassle every time
I've had nothing but stress and hassle using my Dragon Pass for airport lounge access. You'd think I would have learned by now. I don't fly that often but when I do Dragon Pass just seems to find a new stress to add. The latest is that I've prepaid for a lounge access that I can't use as the airline check-in desk doesn't open until after my lounge time. I phoned customer services who said there was nothing they could do, not even call the lounge and advocate for me. Utterly useless is a summary too good for this sham outfit.
19 de fevereiro de 2026
Avaliação não solicitada
Resposta da DragonPass
Dear Richard,
Thank you for taking the time to share your experience.
We are truly sorry to read about the frustration and stress caused during what should have been a straightforward airport lounge visit. We fully appreciate how disappointing it is when expectations are not met, especially when travelling can already be challenging.
To enable us to review your case thoroughly and explore how we can best assist you, we have requested some additional details from you via Trustpilot. Once received, we would very much welcome the opportunity to contact you directly to discuss this further and work towards a resolution.
Thank you again for your feedback, it is invaluable in helping us improve both - our service and customer experience.
We hope to have the opportunity to restore your confidence in Dragonpass.
Kind regards,
Dragonpass Customer Experience Team
Book lounge on line paid the $5 per…
Book lounge on line paid the $5 per person.Had used 2 of 4 passes .They charge me $89 cdn when was to be free
Requested refund email ignored follow email ignored Sent email to customer service ignored Saw on line it hard to refund. Terrible our term ends in May wont renew No idea how TD bank got involved with these guys
31 de janeiro de 2026
Avaliação não solicitada
Resposta da DragonPass
Dear James,
Thank you for taking the time to reach out and share your experience. We are very sorry to hear about the inconvenience you faced with the lounge booking charges and the difficulty in obtaining support. This is certainly not the level of service we aim to provide, and we sincerely apologise for the frustration this has caused.
To ensure we can look into this matter properly, we have requested additional details from you via Trustpilot so that we could reach out to you directly. This will allow us to review this situation thoroughly and ensure the most appropriate resolution.
We appreciate your patience while we investigate this further. Your feedback is important, and we are committed to improving your experience with us.
Kind regards,
Dragonpass Customer Experience Team
Manchester Airport Terminal 2 Very Disappointed
Manchester Airport Terminal 2. 3rd time we have not been able to access the lounge via our DragonPass. It is now 11.18 and the next opening time is 1pm which is no use to us.
We very rarely had any problems at previous Terminal 1 Aspire Lounge.
What are you proposing for the future?
26 de janeiro de 2026
Avaliação não solicitada
Resposta da DragonPass
Thank you for taking the time to share your experience with us. I’m really sorry to hear about the continued difficulty you’ve had accessing the lounge at Manchester Airport Terminal 2.
To help us address this fully, we’ve asked for some additional information via Trustpilot so we can contact you directly and gain a clearer understanding of the circumstances. We’d like to review what happened and work towards a fair resolution.
Thank you for your continued patience while we investigate this further. We value your feedback and welcome the opportunity to resolve this for you.
Kind regards,
Dragonpass Customer Experience Team
SCAM!
Went to the Toronto lounge. Pre-booked. Got there, and the girl at the desk scanned the app. Couldn't book the next time because we were charged with 4 passes. The email I received completely admitted this, but said they couldn't do anything about it. Do not let anyone talk you into getting a card with this "benefit". It's a complete scam.
14 de novembro de 2025
Avaliação não solicitada
Resposta da DragonPass
Thank you for taking the time to share your experience with us.
We are truly sorry for the inconvenience and frustration caused during your visit to the lounge at the airport of Toronto, especially after you had already pre‑booked.
We acknowledge the issue you have described, and we appreciate you bringing it to our attention so clearly.
To make sure we can address this properly, we have requested additional details from you (via Trustpilot), so we can reach out to you directly and understand the situation in more depth. Our aim is to review what happened and work toward a fair resolution.
Thank you again for your patience while we investigate this further. We genuinely value your feedback and the opportunity to put things right.
Kind regards,
Dragonpass Customer Experience Team
Here’s one for you…
Here’s one for you; Dragonpass do not ‘cover’ delayed flights. Access is only granted according to your scheduled flight time.
2 de janeiro de 2026
Avaliação não solicitada
Resposta da DragonPass
Dear Ryno,
Thank you for your feedback. We regret any inconvenience this matter may have caused and appreciate you bringing it to our attention.
To enable us to conduct a more comprehensive review of this situation, we have requested additional information from you via Trustpilot so that we could contact you directly.
We appreciate your cooperation and patience while we are looking into this.
Best regards,
Dragonpass Customer Experience Team
A waste of an App and Plastic
A Dragon Pass card is as much use and a chocolate fire guard.
Try and pre book a UK lounge even 6 months in advance and you'll be disappointed.
I've now heard the some UK lounges won't even take Dragon Pass anymore.
31 de dezembro de 2025
Avaliação não solicitada
Resposta da DragonPass
Dear Ian,
Thank you for sharing your feedback with us.
We are very sorry to hear about the difficulties you have experienced when attempting to pre‑book a lounge, even several months in advance. We appreciate how frustrating and inconvenient this must be, especially when you are trying to plan your travel well ahead of time.
To help us look into this matter in more detail, we have requested additional information from you via Trustpilot platform. Once received, we will reach out to you directly so that we can better understand your specific situation and follow up with the relevant parties where necessary.
Thank you again for bringing this to our attention. We truly appreciate your patience, and we are committed to reviewing this thoroughly.
Kind regards,
Dragonpass Customer Experience Team
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