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A popular service that offers access to luxury airport lounges around the world is being slammed as a 'waste of money'

Business Insider logo Business Insider 8/10/2018 Áine Cain
a person holding a bag of luggage sitting on top of a suitcase © Dan Kitwood/Getty Images
  • Priority Pass is a program that allows members to access a worldwide network of independently operatedairport lounges.
  • But some on Twitter have complained that the service is unreliable.
  • People have described getting blocked from lounges because of occupancy issues and arbitrary access times.

Priority Pass certainly doesn't seem to be getting a pass from some of its members.

Travelers have complained on Twitter about capacity issues, arbitrary hours, and poor service at some of the company's membership-only airport lounges.

Priority Pass provides its members with access to a global network of independently operated airport lounges. Depending on their membership tier, members can access perks within the lounges like free food and drinks.

According to the company's website, a standard Priority Pass membership costs $99 a year; a standard plus costs $249 annually; and a prestige membership goes for $399 annually.

Credit card companies also use Priority Pass membership as a perk to entice customers to purchase certain credit cards, like The Platinum Card from American Express ($550 a year) and Chase's Sapphire Reserve card ($450 a year).

But several Twitter users have recently described getting blocked from lounges altogether at certain airports because of occupancy issues.

A Priority Pass representative responded to one such tweet with an assurance that the company was "working hard to add as many new lounges/lounge alternatives as possible to help with this issue."

Others tweeted at Priority Pass to report inconvenient or seemingly arbitrary access times at various lounges.

In response to a tweet about a specific lounge's operating hours, a Priority Pass representative explained that lounge access times were determined by the network's independent lounge operators.

"We're aware that some operators have limited operating hours," the person said, adding, "We continue to work closely with all our lounge partners to look at ways to increase access for our members."

Still others have described getting booted or barred from lounges:

In a tweet, a Priority Pass representative noted that lounges would "deny access sometimes due to incoming pre-booked flights they have agreements with, but they will usually place you on a wait-list or tell you when access will be available."

Other Twitter users posted complaints about the service in the lounges:

Not everyone shared negative feedback, however. Numerous Twitter users praised the program and spoke of positive experiences with Priority Pass.

Priority Pass did not respond to a request for comment by publication time.

Are you a Priority Pass member with a story to share? Email acain@businessinsider.com.

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