LoungeBuddy FAQs

Acquisition Specific

Can you tell me about the recent news about LoungeBuddy?

LoungeBuddy has been acquired by American Express. As a result of the acquisition, lounge booking services will be exclusively available for American Express Card Members.

Additionally, while there are some changes to the number of lounges available to book through the LoungeBuddy platform, we are actively working with a number of lounge operators to expand the options available to American Express Card Members to book through the platform in the near future.

American Express will be working closely with the LoungeBuddy team to further enhance American Express Card Members travel and airport lounge experiences through new exclusive digital capabilities, resources and services in the future.

How does this impact LoungeBuddys current offerings?

Both LoungeBuddys informational content and the ability to book lounge access through LoungeBuddy may still be accessed at www.loungebuddy.com and via the LoungeBuddy Mobile App.

As a result of the acquisition, lounge booking services will be exclusively available for American Express Card Members.

While there are some changes to the number of lounges available to book through the LoungeBuddy platform, we are actively working with a number of lounge operators to expand the options available to American Express Card Members to book through the platform in the near future.

LoungeBuddy will continue to work with American Express to provide information and capabilities for the Find a Lounge tool within the American Express mobile app for Platinum Card and Centurion Card Members.

American Express Specific

Can I purchase access into the Centurion Lounges through LoungeBuddy?

Unfortunately, you cannot book Centurion Lounge access through LoungeBuddy.

Can I make a LoungeBuddy booking through the American Express mobile app?

No, you will continue to use the LoungeBuddy app or website to make lounge reservations.

I have complimentary access to a lounge with my American Express card. Can I make a booking through LoungeBuddy?

If you receive complimentary access to a lounge with your AmEx card, there is no need for you to purchase a pass for that lounge through LoungeBuddy. Please see this page for more information.

Will I receive benefits for using an American Express card over another card?

As a result of the acquisition, lounge booking services will be exclusively available for American Express Card Members.

LoungeBuddy Operations

Bookings

Will I still be able to book lounges through LoungeBuddy?

Both LoungeBuddys informational content and the ability to book lounge access through LoungeBuddy may still be accessed at www.loungebuddy.com and via the LoungeBuddy Mobile App.

As a result of the acquisition, lounge booking services will be exclusively available for American Express Card Members.

While there are some changes to the number of lounges available to book through the LoungeBuddy platform, we are actively working with a number of lounge operators to expand the options available to American Express Card Members to book through the platform in the near future.

Going forward, your purchase of lounge access passes will be directly from the relevant lounge operators.LoungeBuddy will operate only as a service to help you find lounges and purchase access from lounge operators.

I have a future booking, is this reservation still valid?

Yes! Your booking is valid. If you have any questions related to your booking please email [email protected].

Will I continue to book lounges through the LoungeBuddy app and website?

As a result of the acquisition, lounge booking services will be exclusively available for American Express Card Members.

Please download the LoungeBuddy app for iPhone through the App Store or navigate to www.loungebuddy.com to make your bookings.

Are your prices going to change?

Going forward prices will be set directly by the lounges. There are some updates to pricing, which are reflected on our App and Website.

I noticed some lounges that were previously bookable are no longer available for bookings, will they become available again?

While there are some changes to the number of lounges available to book through the LoungeBuddy platform, we are actively working with a number of lounge operators to expand the options available to American Express Card Members to book through the platform in the near future.

Payment

What credit cards will you accept? Do I need an American Express card?

As a result of the acquisition, lounge booking services will be exclusively available for American Express Card Members.

We accept bookings made with any American Express card. If youdon'thave an American Express card, you will not be able to book lounge access through LoungeBuddy.

Can I still use my LoungeBuddy gift cards?

Yes! Please follow these instructions to make a booking with your gift card.

I received a credit from LoungeBuddy for a future booking. Is this still redeemable?

All credits are valid until the expiration date provided by our support team. To confirm the expiration date of your credit please email, [email protected].

I am a member of the press who received a LoungeBuddy credit. Can I still use it?

Yes, you may use the credit before the expiration date.

I noticed you no longer have a best rate guarantee. Is there a new guarantee?

Going forward prices will be set directly by the lounges.

Do you price match?

Going forward prices will be set directly by the lounges.

Channels

Will you continue to have an iPhone app?

Absolutely! If youdon'thave the LoungeBuddy App, you can download the App from the App Store.

Will you support Android?

At this time we do not have an Android app, however you are welcome to make lounge bookings on the LoungeBuddy website, www.loungebuddy.com.

Other Programs

I am an Ebookers Gold or Platinum member and have a LoungeBuddy credit. Will I still be able to redeem my credit?

Yes you can! If you need assistance with your redemption please email [email protected].

Will you still support syncing with Concur and TripIt?

We still support syncing with TripIt but will no longer support syncing with Concur.

I am a TripIt member and have a credit to use on a booking. How can I redeem the credit I have?

You may redeem in the same way as before through May 15, 2019. If you need assistance redeeming your credit please email [email protected].

I am a travel agent partner, will I still be able to book lounges for my clients?

Yes, you can still use our public website to make bookings using an American Express Card, however, our affiliate program and other affiliate tools are no longer available.

Will you continue with the refer a friend program?

Yes, you may still refer friends and receive a LoungeBuddy credit. You can learn more about the program here.

I am a LoungeBuddy affiliate, will you still offer this program?

Unfortunately, the LoungeBuddy affiliate program is no longer offered at this time.

What is the status of the LoungeBuddy Photographer Program?

The LoungeBuddy Photographer Program will end on August 1, 2019

Support

Can American Express Customer Support assist me with my new or current lounge reservation?

If you made a reservation through LoungeBuddy, please contact LoungeBuddy Support ([email protected]). If you have questions about your American Express lounge benefits contact American Express Card Member services using the phone number located on the back of your card.

Who can I contact if I have additional questions?

Please email [email protected] for any other questions!

American Express is the only payment method currently accepted at LoungeBuddy.

After creating a trip, tap on any airport card or the "+Add Lounge" button to view the lounges that are available to you at that airport for free or for a one-time fee. Tap the "View Lounge" button below any lounge you are interested in, and we will show you the location and ways you may gain access (based on your profile information provided to us). You can also see ratings, reviews, photos, hours of operation, and amenities available in the lounge (free vs. paid). Add your own reviews and upload photos to help other LoungeBuddy members determine the best options available.

To find your booking confirmation code or view your past bookings, navigate two screens to the right from the Home Screen to access the Settings Screen. Tap on "Payments", and your previous bookings will be listed atthe bottom of the screen.

Alternatively, if you purchased access to a lounge within the past hour, you can also navigate back to the lounge profile screen and tap on "View Confirmation".

The TripIt Pro LoungeBuddy benefit ended on April 15, 2019. All credits must be redeemed through the LoungeBuddy App by May 15, 2019. After May 15, 2019, the credit will no longer be valid. For questions about your TripIt Pro benefits please contact https://help.tripit.com/hc/en-us/requests/new

LoungeBuddy is an airport lounge booking platform that allows you to reserve access into airport lounges regardless of your elite status, lounge memberships, or class of service. We do not own or operate any of the lounges on our platform. View locations available around the world from our lounge partners. We are continuouslyadding new lounges for youto access.

If you have complimentary access into a lounge based on a credit card or your ticket class you can download the free LoungeBuddy appto find lounges you have access to. In addition to discovering what lounges you can access for free with your access methods, you can also book access into the lounges from the LoungeBuddy app.

The lounges impose their own dress code however as a general rule please expect a smart/casual dress code- no hats, football shirts, ripped jeans or shorts.

While some lounges only offer lounge access packages with specific time limits, there are no limits to the number of packages you can book. Therefore, you can make multiple back-to-back bookings to cover the time you need. If you have a 9 hour layover and you would like to spend this entire time in a lounge, and the lounge only offers a 3 hour package, you can make three separate 3 hour packages to cover this time.

Yes, when you are making the booking be sure to enter their name and email address. You can check out with your own credit card.

In most cases, lounge access is only possible before departure or during a connection. However, in certain cases, including at all arrivals lounge locations, passengers arriving at their final destination can access our lounge. For additional information on whether a given lounge accepts arriving passengers, please refer to the Important Information section on the relevant lounge page.

Yes, you do not need to be flying in premium class or have a frequent flyer status to book lounge access with LoungeBuddy.

No memberships are required to enter the lounge if you purchase access with LoungeBuddy.

If you purchase a single entry pass, as indicated on the checkout page, you can enter the lounge at the time you made the reservation for and stay in the lounge until closing time or when you leave to board your place. If you purchase a lounge access package with a specified time limit, you will be able to stay at the lounge for the duration of that time limit, or until closing time, whichever comes first.

To see the available packages navigate to the lounge you would like to purchase access to and select "Make a Reservation". Once you select the date and entry time the passes will be made visible.

Were working hard on improving our data and service each and every day. If you notice an incorrect amenity, operating time, access method, or any other issue, simply shake your phone and draw on the screen or type a note to tell us what needs to be corrected. Well get back to you as soon as weve identified the problem and corrected it. Please provide only specific feedback on LoungeBuddys existing products or marketing strategies. Any feedback you provide to us shall be deemed non-confidential. LoungeBuddy shall be free to use such information on an unrestricted basis.

Your time limit will start from the time you checked into the lounge.

Most lounges offer a variety of complimentary amenities including snacks, drinks, shower access, fast wifi, comfortable seating and much more. To determine theamenities that alounge isoffering pleaserefer to the lounge page under the Lounge Amenities section.

You must present your confirmation to enter the lounge. However, you can choose to present either a printed confirmation or a digital version on your phone or other electronic device.

Yes, when you book with LoungeBuddy, we guarantee your access. All you have to do is present your booking confirmation and boarding pass at the lounge. Some lounges may also request an ID for verification.

Please send an email to [email protected] with your confirmation code, along with a description of the changes that you would like to make. We will send you a new LoungeBuddy confirmation with the revisions made as soon as possible. Please be sure to notify us at least 24 hours in advance of your reservation to ensure we have enough time to make your requested change.

Yes, as long as space is available you can make instant bookings. We recommend completing a booking in advance of your trip to guarantee access into the lounge.

Yes, lounge access is guaranteed when you book with us.

Note that gift cards never expire and they are only redeemablethrough our website, www.loungebuddy.com.

To redeem a gift card follow the steps below:

Visit www.loungebuddy.com

Search for an airport where you would like lounge access. Then, find an available lounge you want to book

While making your reservation and checking out, click on the blue link that says "Enter a promo or gift code"

Enter your gift code and click "Apply Code"

Finish the checkout form and select "Complete Booking" to process your reservation

In some cases, LoungeBuddy may tell you that you have access to lounges that are not in your terminal (or not physically accessible from your terminal). The internal mapping of airports is incredibly complex and varies widely. Due to the challenges of monitoring this data for hundreds of airports and thousands of lounges worldwide, weve chosen to show lounges as being accessible irrespective of their location to you within the airport. On the airport lounge lists in the App, lounges are organized by terminals. This information can be used to help determine whichlounges are located in your departure or arrival terminal.

You can now purchase instant lounge access through the LoungeBuddy App at our partnerlocations. To make a purchase, follow these steps:

From the Home Screen, tapthe green "Purchase Access" button to see the complete list of airports we support.

Tap on your airport of choice andscroll down to view the list of lounges where instant purchase is available throughLoungeBuddy. Tap on the green Get Access button. Thentap on the green Get Access Now button.

Complete the check-outform by entering the total number of guests and your credit card information*. If you would like to use LoungeBuddy credit, make sure to toggleonthe"Use Credit" button. Finally, tap "Complete Purchase".

*A valid credit card is required to complete the transaction even if you have enough credit to cover the entire cost. Your credit card will not be charged as long as you have enough credit and the "Use Credit" button is toggled on.

Access the lounge within 1 hour of your reservation timeand present confirmation code to the front desk agent.

Your booking confirmation details will be stored inthe App and emailed to you. To access the confirmation codeinthe App, navigate to the Settings Screen and tap "Payments". Then selecta bookingunder "Past Bookings". Alternatively, your recent bookings will also appear on the Dashboard.

This information can be found on the checkout page for the lounge after you enter in a reservation date and time. If you would like to change the currency navigate to www.loungebuddy.com, select the currency located in the upper right hand corner of the page, and select your desired currency from the drop down menu.

To make a reservation, navigate to the relevant page for the lounge you are interested in. The Make a Reservation button will take you to the checkout page, where you can enter the details of your booking. Once you complete the checkout process, we will send you an email confirmation, which you can present at the front desk to enter the lounge.

You can manage your booking by going here. You will need the email address you made the booking with and the Booking Order Number. The Order Number will be found on the booking confirmation directly under the Confirmation Code. Please also see the image below for reference.

Alternately you can send an email to [email protected] to request cancellation and refund of your booking. Please provide us with the email address used to make the booking and/or the first and last name of the guest listed on the reservation. Once we have initiated the cancellation, your refund may take to 10-12 business days to appear on your credit card statement.

Please note that in order to receive a full refund cancellation requests must be made at least 24 hours in advance. If a cancellation request is made within 24 hours of your reservation time, please let us know the reason for the cancellation and we will do our best to accommodate your request.

Currently, we only offer single visit lounge passes.

Even though you may have entered your elite status, credit cards, and lounge memberships into the App, that may not be enough for us to provide a completely accurate list of access methods for all lounges. It is critical that you also create a trip andtell us about your itinerary, airline, and class of service that youre flying.

If aftercompleting your profile and creating a trip you still spot a lounge that is displaying inaccurate access information, shake your phone and send us some feedback! You may be one of our mostsavvy travelers, and we rely on you to help make LoungeBuddy the best (and most accurate) airport lounge resource in the world!

Sometimes, lounge partners may restrict purchase times due to capacity issues. When this is the case, you will see the message Access is unavailable, please select a different time.

You may be covered by your travel insurance in these situations. Additionally, we may be able accommodate you based on the circumstances and timing. If there is an issue, please contact us as far in advance of your reservation as possible.

Yes! For groups with 11 or more guests, we are required to work with our lounge partners to confirm the booking*. (If your group is 10 or less simply make two separate reservations.) To arrange a group booking please send an email to [email protected] with the following information:

On what date and approximate time would your group like to access the lounge?

Please provide the groups arriving airline and flight number.

Please provide the groups departing airline and flight number.

At what airport and terminal does your group need lounge access? If you have a specific lounge in mind, please let us know the name of the lounge as well.

Is your group looking to access the lounge on departure, on a layover, or on arrival?

For how long (in hours) would your group like to enjoy lounge access?

Please provide the first and last name of the primary guest entering the lounge.

Are there any children in your group and what are their ages on the travel date?

*Please note we require at least 2 weeks notice to assist with group bookings. If your request falls within 2 weeks time we will try our best to help, but can't guarantee the booking will be accommodated.

Taxes and all booking fees are included in the price. However, some lounges may provide additional amenities that you can purchase for an additional fee, like premium beverages and massages.

At this time children and adults pay the same entrance fee to access the lounge. Some lounges offer complimentary access for children. To determine if your child has complimentary access into the lounge, please refer to the Important Information section of the lounge page.

Children are allowed to access most of our partner lounge locations when accompanied by an adult. In fact, children under a certain age may qualify for complimentary access to certain lounges in our network. For additional details on lounge access for children, please refer to the Important Information section on the relevant lounge details page.

No. As long as you book with LoungeBuddy, you can be departing on any airline and still use the lounge you book. Just be sure that the lounge is located in a Terminal or Concourse accessible to you.

Many lounges do not allow for walk up purchases. For those that do, it is only on a space-available bases on arrival. In order to avoid disappointment, booking with LoungeBuddy guarantees a space will be available for you.

Yes we do! iOS members can take advantage of the LoungeBuddy Referral Program and earn LoungeBuddy credit and other great rewards!

Invite Friends and Earn Great Rewards

For every qualified referral you invite to LoungeBuddy, you'll earn 10.00USD in LoungeBuddy credit*. In addition, every person you invite will receive 10.00USD in LoungeBuddy credit as a gift from you!

To get your referral code and start invitingfriends, simply open the LoungeBuddy App and navigate to Settings -> Credit. There, you'll findyour unique referral code, which can be shared with friends and family via text, email, Facebook, and more.

Redeem Credit

Once you've earned a credit you can redeem them through the LoungeBuddy app. Simply book a lounge and select your credit as payment. If the credit does not cover the full cost of the lounge you will be required to enter your credit/debit card details.

*Once the person who is referred books a lounge the credit will appear in your LoungeBuddy account.

Yes, as long as the lounge is open overnight and you've made a reservation, you should be able to stay overnight inside the lounge. Please refer to the lounge page to check the lounges hours of operation. For certain lounges, your reservation may contain a time limit. If this is the case, you can usually extend your visit by making multiple reservations to cover the time that you need in the lounge.

While you may stay for as long as you would like that day, you must enter the lounge between 1 hour before and 1 hour after your reservation time, as space is held in the lounge for you.

LoungeBuddy now supports instant bookings atover 100 partner lounges worldwide, coveringsome of the busiest airports in the United States, Canada, United Kingdom, Middle East, Africa, Southeast Asia, and India. In addition, we are constantly adding new locations toprovide even better options for our members.

For the most current list of partner lounges available for instant bookings, please visit our locations website. Be sure to check back often for new lounge updates!

Currently, you can make your reservation up to 2 months in advance. Reservations can be made all the way up to your arrival time, provided that space is available. We would recommend making your booking at least a few days ahead of time to guarantee your spot.

In the rare event this happens, please send an email to [email protected] with as much detail as possible describing what happened, including the name of the lounge, your approximate time of entry, the name of the agent you spoke with (if known), and the reason that the lounge provided for denial. We will contact the lounge to investigate and remedy the situation.

Yes. Please note, that referral codes can only be redeemed through the LoungeBuddy App.

Once you have your trip information entered, we can tell you which airport lounges you can access for free or for a one-time fee. In order to find your airport oasis, create a new trip or tap on a saved trip from the Trip Screen. Tap on any airport card or the "+Add Lounge" button to view the lounges that are available to you. If you want to narrow the list down further, tap Filters to select the access, terminals, and amenities you desire. Only lounges that meet the criteriayouve chosenwill be displayed.

When you make a booking through LoungeBuddy, you are purchasing access to the specific lounge displayed on your confirmation. If you visit a lounge that is not the one you booked, you may not be granted access. Be sure that you visit the lounge you booked with LoungeBuddy.

If you are planning on booking lounge access for more than 5 people, you can do so by making more than one reservation. Please note that some lounges do not allow group bookings. If the lounge does not allow groups it will be stated on the Important Information section of the specific lounge page.

If you are looking to book lounge access for more than 10 people, please fill out this form. We will then reach out to you regarding next steps. Note that we require 2 weeks notice to work with the lounge to arrange a group booking.

If your child is eligible to enter the lounge for free based on their age you would not include them in your reservation. To determine if your child has complimentary access into the lounge, please refer to the Important Information section of the lounge page.

In most cases you will have to proceed through security first, however in certain cases where departure lounges are available before security, you may access the lounge without going through security. In virtually all airports worldwide, you must be checked in and have a confirmed boarding pass prior to proceeding through security.

With our flexible entry policy, we allow all customers booking with us to access the lounge within 1 hour of your reservation time, either before or after. For example, if you book for 5:00 AM, you will be able to enter the lounge any time between 4:00 AM and 6:00 AM. Restrictions may apply in certain cases such as actual operating hours of the lounge or time restrictions stated on the lounge details page.