Conditions of Use

Lounge Pass Conditions of Use

In these Conditions of Use, the following words and expressions shall have the meanings set out against them below:

1. Conditions of Use: The Customer agrees that by using the Program the Customer agrees to and accepts these Conditions of Use. These Conditions of Use will prevail over any other terms and conditions provided to the Customer in relation to purchase, or use of, the Program. Lounge Pass reserves the right at all times to make any changes to these Conditions of Use. Customers agree that Lounge Pass may provide notification by posting the Conditions of Use on the Program website, and that Customer use of the Program constitutes agreement to the current Conditions of Use. Customers are advised to review these Conditions of Use prior to use of the Program. Conditions of Use are effective as of the 1 May 2018 and will apply to use of the Program from that point forward.
2. Terms: These Conditions of Use set out the terms relating to the Program and use of Lounge access. Each Lounge will have its own specific terms which will be outlined in the Lounge description on the Website. By using the Lounge the Customer is accepting the Lounge terms. Please read the Lounge terms carefully before using the Lounge access.
3. Termination of Lounge Pass: Lounge Pass reserves the right at any time in its sole discretion and without notice to terminate the Program. Where applicable a refund of the cost of the Means of Access will be made provided revocation has not been made because of fraud or misuse by the Customer
4. Documentation: Use of Lounge is conditional upon presentation of an eligible hardcopy Means of Access, together with any additional identification required by the Lounge (such as passport, valid boarding pass for the same day of travel, national identity card or driving license).
5. Use of Lounge: When presenting the Means of Access on entering a Lounge, Customers are required to inform Lounge staff that they wish to enter the Lounge using the Program by referencing “Lounge Pass”. Lounge staff will verify eligibility to enter the Lounge by checking the Means of Access visually and then electronically recording the Means of Access through a card/code reader, or otherwise entering the details into a secure system. If requested, the Customer must sign the card reader screen. The electronic record of the Customer’s Means of Access will be considered valid evidence of the Customer accessing the Lounge. A valid Means of Access entitles Customers to access the Lounge however seating in the Lounge is unreserved and cannot be guaranteed.
6. Use and expiry: Use of the Lounge access is non-transferable and Customers may only use the Lounge access on the date and time shown on the Means of Access. Entry to a Lounge outside of the date and time shown on the Means of Access shall be at the discretion of the Lounge but in no event after three hours of the time shown on the Means of Access. The Means of Access may not be used by any person other than the eligible Customer named on the Means of Access and by the number of persons shown on the Means of Access.  A Means of Access provides for a maximum three hour stay in the Lounge unless otherwise indicated on the Means of Access or by the Lounge.
7. Incorrect Means of Access: In addition to clause 12, Customers are advised to confirm the Lounge is accessible from the terminal from which they are travelling. Lounge Pass will not be liable for any Customer or booking agent who has incorrectly or mistakenly booked a Lounge or a date/time which is not appropriate for their journey.
8. Children:Lounge access and fees for children vary according to each specific Lounge’s policies and is at the discretion of each Lounge. The Customer is advised to check the Lounge description for specific child-related provisions and charges prior to using the Lounge.
9. Group Bookings: All group bookings (more than five people) must be made directly with Lounge Pass at groupbookings@loungepass.com at least seven days (7) in advance and are granted on request only basis. Each Lounge has their own group bookings requirements therefore Customers are advised to refer to the Program website for more details.
10. Behavioural Standards: Use of Lounge access is subject to Customers behaving and dressing in an appropriate manner and in accordance with the relevant Lounge terms. Any Customer or guest not complying with such terms may be asked to vacate the Lounge. Lounge Pass is not liable for any loss suffered by the Customer where a Lounge has refused admission or Lounge use because the Customer has not complied with the Lounge terms of this Program or the individual Lounge’s terms and conditions. Customers are advised to refer to the Program website for more details, however, in general, Lounges have a smart-casual dress code and Lounges reserves the right to refuse entry based on non-suitable attire. Lounges do not allow certain items of clothing such as (but not limited to); sportswear, vest tops for men, football/rugby team shirts, sports tracksuits, clothing with offensive slogans or motifs, baseball caps, tour shirts, fancy dress, hair rollers or having hair rollers on show.
11. Schengen Areas: In addition to clause 8, some Lounges in Europe are located within designated Schengen areas of the airport, which means that access is only provided to these Lounges if Customers are travelling between Schengen countries (an up to date list of Schengen countries is detailed at http://ec.europa.eu/dgs/home-affairs/what-we-do/policies/borders-and-visas/schengen/index_en.htm.)
12. Consumption Charges: The provision of free alcoholic drinks (where local law permits) is at the discretion of each Lounge location and in some cases may be limited or unavailable. In such cases the Customer is responsible for paying any charges for additional consumption directly to Lounge staff. See www.loungepass.com for individual Lounge descriptions for details.
13. Telephone and Wi-Fi: Telephone and Wi-Fi facilities (where available) vary and are provided at the Lounge’s discretion. Free usage of telephone in Lounge facilities is generally limited to local calls only. Charges for any other services are at the discretion of each Lounge, and the Customer is responsible for paying these directly to the Lounge.
14. Flight Announcements: Lounges have no obligation to announce flights and the Customer accepts that Lounge Pass shall not be held liable for any direct or indirect loss resulting out of any Customer failing to board their flight(s). Further, it is the Customer’s responsibility to check the relevant entry requirements for any country being visited and to have the correct travel documentation for the journey.
15. Changes to Lounge Access: Lounge Pass may amend the Lounge access at any time without notice in advance of such change. The Customer may be notified by the Customer’s Lounge Pass issuer, or by Lounge Pass, of changes to the Program. Lounge Pass is not liable for any costs the Customer incurs as a result of failure to inform Lounge Pass of such termination.
16. Third Party Organisations: Lounges are owned and operated by third party organisations. The Customer must abide by the rules and policies of each participating location, and the Customer accepts that provision of a Means of Access for a Lounge does not guarantee access to that Lounge. The Customer accepts that Lounge Pass has no control over the Lounge’s decision of whether to admit any Customer, the number of people allowed in at any time, facilities offered, the opening/closing times, the length of time which Customers may spend in the location, any charges payable above and beyond those included in the Lounge access, or the personnel employed by the Lounge. Lounge Pass will use reasonable endeavours to ensure the Lounge access is available as advertised, but the Customer accepts that Lounge Pass does not warrant nor guarantee in any way that any or all of the Lounges will be available at the time of the Customer's visit.
17. Third Party Links and Websites: The Program website may contain links to websites, offers or programs that are operated or owned by third parties that are not part of, or controlled by, Lounge Pass. Lounge Pass accepts no responsibility for the content of any such third party websites, or in relation to use of any Lounge or the redemption of any offers by third parties. Lounge Pass shall not be liable for any loss or damage that may arise from the Customer’s use of any third party websites, offers or programs.
18. Loss: The Customer accepts that Lounge Pass is not liable for any direct or indirect loss to the Customer, arising from the provision or non-provision (whether in whole or in part) of any of the advertised Lounges. The Customer accepts that Lounge Pass is not liable for any loss or personal injury suffered inside a Lounge by any person who has entered via the Program.
19. Personal Belongings: To the fullest extent allowed by law, Lounge Pass accepts no responsibility for the actions of the Customer when using any Lounge access, and shall not be responsible for any personal belongings brought into a Lounge by Customers.
20. Lost, Stolen or Damaged Means of Access: Lounge Pass shall not be responsible for replacing any lost, stolen, damaged, or otherwise non-functional Means of Access, and shall not be liable for any inability of a Customer to access the Lounge during any period that any Means of Access is being replaced or updated.
21. Cancellations: Cancellations must be made in writing by letter or by email to Lounge Pass at least 24 hours prior to the Lounge visit date. The full cost of the Means of Access will be refunded back to (a) the Customer’s credit/payment card or (b) the booking agent's account, dependent on the method used for the original booking. Lounge Pass reserves the right to immediately cancel, without refund, any Means of Access which is found to be in breach of these Conditions of Use.
22. Refunds: Refunds will not be given for any cancellation notified to Lounge Pass less than 24 hours prior to the Lounge visit date. Lounge Pass reserves the right to charge for the full cost of any Lounge Means of Access where the Means of Access has been cancelled and refunded but the Means of Access then subsequently presented at a Lounge and used to gain admittance by the Customer. Lounge Pass will not refund Customers for any unused Means of Access for whatever reason however occurred.
23. Indemnity: The Customer agrees that s/he will defend and indemnify Lounge Pass and its directors, officers, employees and agents (collectively 'the indemnified parties') against and hold each indemnified party harmless from all liabilities, damages, losses, claims, suits, judgments, costs and expenses (including reasonable legal fees) for injury to or death of any person or damage to or destruction of any property arising out of the use of any Lounge access by the Customer or any other person accompanying the Customer, except that such indemnification shall not extend to acts of gross negligence or willful misconduct by the indemnified parties.
24. Tax Liability: Lounge Pass makes no representations as to any income, use, excise or other tax liability of Customers as a result of their Lounge access. Customers are advised to check with their accountant or tax adviser for further information. The Customer is solely responsible for any tax liability as a result of purchasing or using a Lounge access.
25. Personal Data: By participating in the Program, the Customer consents to any personal data being used in accordance with the privacy policy, available at www.loungepass.com/index.cfm?fuseaction=information.privacypolicy or on written request to Lounge Pass at PO Box 815, Haywards Heath, RH16 9LR.
26. Complaints: Lounge Pass is not responsible for any disputes or claims that may occur between the Customer and Lounges, nor for any losses, costs, damages, or expenses incurred. Any claims, issues or complaints arising out of or in connection with the Program regarding Lounge access should be dealt with by Lounge Pass and made within six months of the Lounge visit via one of the channels listed. Lounge Pass aims to answer the Customer’s query within five working days of receipt. If Lounge Pass is not able to respond to a complaint within five working days, Lounge Pass will send an acknowledgement letter to keep the Customer informed of the progress Lounge Pass is making. To make a complaint the Customer can:
    a. call Lounge Pass on +44 (0)20 8865 3280
    b. write to Lounge Pass, PO Box 815, Haywards Heath, RH16 9LR, United Kingdom
    c. email at info@loungepass.com.
27. Sanctions: The Customer represents and warrants that (i) the Customer is not located in a country that is subject to a U.S. government embargo, or that has been designated by the U.S. government as a “terrorist supporting” country; and (ii) the Customer is not listed on any U.S. government “watch list” of prohibited or restricted parties, including the Specially Designated Nationals list published by the Office of Foreign Assets Control of the U.S. Treasury or the Denied Persons List published by the U.S. Department of Commerce.
28. Ombudsman: Should a Customer not be satisfied with the service and dispute resolutions provided by Lounge Pass, the Consumer Dispute Resolution Ombudsman may be contacted on the below details:
         ADR Group
         5 London Hill
         Rayleigh
         Essex
         SS6 7HW
         +44 020 3600 5050 | https://www.adrgroup.co.uk
29. Monitoring: Lounge Pass is constantly trying to improve the services it provides to Customers therefore we may occasionally monitor telephone calls from Customers to maintain and enhance our services. Customers may access their own telephone recordings (where calls are recorded), call charges or personal data by submitting their request in writing to Lounge Pass’s registered address or info@loungepass.com. Customer access requests may be subject to charges.
30. Jurisdiction: To the extent permissible by local law or regulation, these Conditions of Use shall be governed by and construed in accordance with English law, and Lounge Pass and the Customers shall submit to the exclusive jurisdiction of English courts to resolve any disputes that arise out of them.
31. Enforceability: Any provision of these Conditions of Use declared void or unenforceable by any competent authority or court shall, to the extent of such invalidity or unenforceability, be deemed severable and shall not affect the other provisions of these Conditions of Use.
32. Conflict: If there is any conflict in meaning between the English language version of these Conditions of Use and any version or translation, the English language version shall prevail.

Last updated 9 June 2022