DragonPass レビュー 461

DragonPass からの回答

5日前

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

DragonPass からの回答

2026年4月2日

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

DragonPass からの回答

2026年4月2日 に更新

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

DragonPass からの回答

2026年4月2日

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

DragonPass からの回答

2026年4月2日

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

DragonPass からの回答

2026年4月2日

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

DragonPass からの回答

2026年4月2日

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

DragonPass からの回答

2026年4月2日

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

DragonPass からの回答

2026年2月17日

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

DragonPass からの回答

2026年1月27日

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

DragonPass からの回答

2026年1月26日

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

DragonPass からの回答

2026年1月26日

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

DragonPass からの回答

2026年1月26日

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

DragonPass からの回答

2026年1月26日

Dear Arif,

Thank you for bringing this matter to our attention. We are sincerely sorry to learn about your experience at the Plaza Premium Lounge in Heathrow Terminal 5.
The quality of lounge facilities is extremely important to us, and we regret that this fell short of your expectations.

To enable us to look into this matter in more depth, we have requested additional details from you via Trustpilot. Upon receipt, a member of our team will reach out to you directly so that we can better understand the circumstances of your visit and report the concerns raised.

Thank you for your patience while we carry out a thorough review.

Kind regards,
Dragonpass Customer Experience Team