FREQUENTLY ASKED QUESTIONS
1: What is Mastercard Flight Delay Pass?
Flight Delay Pass is a unique service that offers complimentary airport lounge access in the event of a flight delay.
You register your flight with the Flight Delay Pass service before travelling and then relax.
If the airline announces a delay that meets or exceeds 120 minutes, you will receive a LoungeKey™ voucher that provides access to a lounge at the airport where you are delayed. LoungeKey™ gives you access to a network of over 1300 of airport lounges worldwide.
3: Can more than one person receive the complimentary airport lounge access?
Yes, the service is available to the main passenger and up to 5 travel companion/s on the same flight.
The name/s of the travel companion/s must be entered when you register for the service and all passengers will receive their own individual lounge voucher.
4: Does this service cost me anything?
No, this is a complimentary service offered by Mastercard to ease any disruption to our cardholders’ travel plans.
Delays are based on ‘gate’ delay reporting from airlines and airports to Flight Stats (our third party flight data tracker). Flight Stats will report all delays to the system and only trigger once a delay reaches or exceeds 120 minutes delay.
The minimum 120 minute delay can be announced in a cumulative series of shorter delays.
Flight Delay Pass is built to track almost all major commercial airline flights, but there are limitations against airlines/airports that do not report data regularly. Charter airlines are not supported.
1: How many registrations am I entitled to?
Cardholders enjoy unlimited registrations for Mastercard Flight Delay Pass.
2:Which flights can I register?
If you try to register a flight from an airport where LoungeKey does not have a lounge, the system will inform you of this and you will not be able to register. A flight with multiple connections requires each flight to be registered separately.
3: When can I register my flight?
You can register at any time once a flight has been scheduled (typically up to 364 days in advance) and no later than the flight's actual departure time.
4:Can I change my registration details after registration is complete?
No, you will have to cancel your existing registration and re-register with the new details. You can cancel your registration anytime before the flight's actual departure time. You will not be able to register a flight that has already departed.
5: Why would registration fail?
Registration will fail if any of these things happen:
If you try to register a flight after the actual departure time.
If there are no lounges which are part of the LoungeKey™ network available at your airport.
If flight data is not available for the airline/flight.
6:What personal information will be captured and stored during registration?
During registration the following information will be captured and stored in secure servers:
Main passenger’s name and travel companions’ names
Main passenger’s email address
Main passenger’s mobile number
Flight number
Flight departure location, date and time
Flight arrival location, date and time
Any passenger with a valid lounge voucher can access the lounge. All vouchers are sent to you, and you may then choose to forward them to your registered travel companions. Please note that passenger names on the lounge vouchers must exactly match the names on the boarding passes.
8: Why can’t I find my flight?
Flight Delay Pass is built to track almost all major commercial airline flights, but there are limitations against charter airlines or airlines/airports that do not report data regularly.
9: Is there an alternative way to register besides the website?
Currently registration is only offered via the website which is accessible via desktop or mobile.
1: Who is eligible for this benefit?
Flight Delay Pass is provided to selected cardholders. The benefit is available to the main passenger (cardholder) and up to 5 accompanying passenger/s.
2: How do I start a new registration if I have multiple eligible cards?
In order to register with a different eligible card, please click on the 'Start Again' link found at the bottom of each page.
1: Can I cancel a flight registration?
Yes – you can cancel a registration before the flight’s actual departure time.
You can also change the details of a flight you have registered by cancelling and re-registering, but you will not be able to register a flight that has departed. To cancel or re-register, please refer to the email confirming your registration details.
1: What if the delay at the airport does not match the information provided by the airlines?
The lounge vouchers can only be issued if the airline accurately reports the delay to Flight Stats. If this does not occur, the delay is not captured to trigger the system to issue the lounge vouchers.
2: Under what delay circumstances are lounge vouchers not provided?
There is no restriction on permissible circumstances for a delay. Lounge vouchers will be provided as long as a flight is formally reported by the airline as being delayed by 120 minutes or more within a 24 hour period. Flights that are cancelled or rescheduled for the next day will not be deemed as delayed and will be handled by the airline directly via their own compensation process.
3: If a flight is cancelled or rescheduled for the next day, can a customer still utilise the benefit?
Lounge vouchers will be provided as long as a flight is recognised as being delayed by 120 minutes or more in the system within a 24 hour period. Flights that are cancelled or rescheduled to the next day will not be deemed as delayed and will be handled by the airline directly via their own compensation process.
4: Why would I not receive an airport lounge voucher, even when I’m entitled to?
This might happen if the system cannot trigger the lounge voucher at the time of the delay. This could be due to network or other system problems. But once we have rectified the error, you will be issued with a lounge voucher that you can use for a future visit, valid for up to six months.
5: When am I eligible for the lounge pass?
You will be eligible for the lounge pass when the following conditions have been met:
You have registered the flight anytime prior to your actual departure.
A delay of 120 minutes or more is announced for your flight. The minimum 120 minute delay can be announced in one go, or cumulative from a series of shorter delays.
Access to a lounge which is part of the LoungeKey™ network is available at your airport terminal.
6: How will I receive my lounge voucher?
When you are entitled to an airport lounge voucher, the system will send you an SMS notification along with an email with a PDF file attached. If you have registered travel companions, you will receive multiple PDF attachments in a single email, each PDF being a lounge voucher for each passenger. Each PDF contains a LoungeKey™ voucher with a unique QR code that provides access to the participating lounges at your airport.
You may choose to forward the lounge vouchers to your travel companions so that they can access the lounge without your physical presence.
At the lounge, you/your travel companions must present the QR code in the PDF for entry.
7: How do I find the lounge at the airport?
The email containing the lounge voucher will contain instructions for locating the available lounges in the airport. There is also a link to the LoungeKey lounge finder on the LoungeKey™ voucher itself, which you can click to look up lounge details such as location and access conditions of the lounges.
8: How do I gain access to the lounge at the airport?
You must present the QR code you received in your email at the lounge for entry.
9: How can I find out about lounge policies and services?
Each individual lounge has its own policies and services. To find out more about a lounge, you can search online at https://loungefinder.loungekey.com/Pass.
10: Are children allowed in the lounge?
Each individual lounge has its own policies on the admission of children. To check the policies of a specific lounge, you can search online at https://loungefinder.loungekey.com/Pass.
11: Why was I denied entry to a lounge?
You and/or your travel companions might be denied entry to a lounge, even with the lounge vouchers, if any of the following happens:
The lounge is closed when the delay occurs. In this case, please approach one of the alternative listed lounges if available.
If the lounge is already at full capacity. In this case, please approach alternative lounges if available.
If the passenger name on the boarding pass does not match the name on the lounge voucher. Unfortunately, in this case, no alternative offer will be available.
If you or a member of your group does not meet the lounge terms and conditions (such as minimum age or dress code). In this case, please approach alternative lounges if available.
12: Can my lounge pass be re-sent if I accidentally delete the email/attachment?
Please contact the customer service team via the available options found here. Your call or email may be forwarded to the LoungeKey™ 24/7 assistance team for resolution.
13: Can more than one person enter a lounge on the same lounge voucher?
No, each passenger should have their own lounge voucher.Please contact the customer service team via the available options found here. Your call or email may be forwarded to the LoungeKey™ 24/7 assistance team for resolution.
14: How do my travel companions get their vouchers?
All vouchers are issued directly to you and will be sent to the registered email address.
Lounge vouchers are sent in a single email, which will include separate PDFs containing a unique QR code for each passenger.
15: Do I need to register for a child?
Each individual lounge has its own policies on the admission of children. Please check the policies of the lounges at the airport you are flying from to determine whether you should register for your child. You can refer to lounge information online at https://loungefinder.loungekey.com/Pass.
If the lounge allows entry for children under two without payment, you will not need to register the child.
1: What should I do if I don’t receive my confirmation email?
Please contact the customer service team via the available options found here
2: Can I change my email address after registration has been submitted?
Once you submit a registration you cannot change any of the details. Instead, you should cancel the registration and re-register.
3: What do I need to access my lounge vouchers?
Your lounge voucher will be delivered to your registered email.
To access your lounge voucher via email, you will need a mobile device that is able to download and open PDF attachments.
Please ensure that you have your roaming/data service turned on in order to receive your notifications.
4: How am I notified about receiving the lounge vouchers?
The system will send an SMS to your registered mobile number to inform you of the lounge vouchers that will be sent to you.
1: Why doesn’t Mastercard Flight Delay Pass support all flights worldwide?
Not all flights provide timely and accurate flight tracking data which is necessary for Flight Delay Pass to capture a delay and trigger the system to issue the lounge vouchers. Additionally, not all airports have an available lounge in the LoungeKey™ network.
As such, Flight Delay Pass restricts registration for airlines/airports that do not provide reliable tracking data and airports that do not have an available lounge. This is done to ensure the best possible experience for customers.
2: Why can’t I register a flight?
The airline must report the information correctly via our 3rd party data provider, FlightStats. If they do not accurately report the delay, then Flight Delay Pass cannot track the delay or issue the lounge pass.
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If you try to register a flight after the flight has departed.
If there are no lounges that are part of the LoungeKey™ network available at your airport.
If flight data is not available for the airline/flight.
3: Why didn't I receive my lounge voucher when my flight was delayed?
The airline must report the information correctly via our 3rd party data provider, Flight Stats. If they do not accurately report the delay, then Flight Delay Pass cannot track the delay or issue lounge vouchers.
4: I am entitled to a lounge voucher, but I haven't received it. Can I still be issued one?
Please contact the customer service team via the available options found here. It may not be possible to issue you one immediately, but another may be provided for future use.
5: Why was I denied entry to a lounge?
You and your travel companions might be denied entry to a lounge, even with the lounge vouchers, if any of the following happens:
The lounge is closed when the delay occurs. In this case, please approach one of the alternative listed lounges if available.
If the lounge is already at full capacity. In this case, please approach alternative lounges if available.
If the passenger name on the lounge voucher does not match the name on the boarding pass. Unfortunately, in this case, no alternative offer will be available.
If you or a member of your group does not meet the lounge terms and conditions (such as minimum age, or dress code). In this case, please approach alternative lounges if available.
6: Why can't I edit my existing registration?
The Flight Delay Pass technology provides a simple and reliable method of managing registrations. To make changes to your registration you will need to cancel it and then re-register with the amended details.
7: Why didn't I receive my lounge voucher when my flight was cancelled?
Airlines have processes for flight cancellations. These are not reported as delays, and therefore are not covered by the Flight Delay Pass service. Please approach your airline directly in such situations.
8: How do I provide feedback or complaints?
Please contact the customer service team via the available options found here.
