Review Insights · Google Play
Mastercard Airport Experiences
LoungeKey · 24,953 ratings · ★ 4.4
4.4
★★★★★
24,953 ratings
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Top complaints - extracted from 48 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"card"
12 negative reviews mention this · 25% of all complaints
★★★★★ "Extremely hard to get bank card renewed making it impossible to access the app. it worked brilliantly the first time, but never since." - Christian
2
"lounge"
9 negative reviews mention this · 19% of all complaints
★★★★★ "I can't change my password, so I switched to the LoungeKey app. Very bad app. Very bad." - Giorgi Kakhadze
3
"work"
8 negative reviews mention this · 17% of all complaints
★★★★★ "Doesnt work at all." - Stephen Merrigan
4
"doesn"
7 negative reviews mention this · 15% of all complaints
★★★★★ "doesnt feel like it's a real app. there is jo mobile adaptive, I can't even register my account since the button is not visible" - Natallia Liashkevich
5
"account"
5 negative reviews mention this · 10% of all complaints
★★★★★ "doesnt feel like it's a real app. there is jo mobile adaptive, I can't even register my account since the button is not visible" - Natallia Liashkevich
📋 All 48 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
I can't change my password, so I switched to the LoungeKey app. Very bad app. Very bad.
This app won't let me log in, I know my credentials are good since I can login on a pc. I wanted to use the app to update my cc on file, because the desktop site keeps telling me my cc is expired even through it is not. incredibly frustrating. Is it even worth the hassle?
doesnt feel like it's a real app. there is jo mobile adaptive, I can't even register my account since the button is not visible
signup error without saying what's wrong
Does not show how many entrances are allowed/included in the plan. 1- iPhone App lets you save the pass code inside the passbook. 2.Rating the lounge would be very helpful and would improve the service. Those issues were reported 7 years ago and no fix.
won't show visits, won't load half the time
it does not load my codes to be able to use any of the available lounges
Extremely hard to get bank card renewed making it impossible to access the app. it worked brilliantly the first time, but never since.
Just terrible. Log 7n and edit of info from last millennium
After changing my phone, despite numerous attempts of re-installation of the app on mobile, it still doesn't let me into my account popping up the same undefined error message "Something went wrong"
apresenta muitos problemas para incluir um novo cartão
Useless App Absolutely will NOT let me update my card's expiry date. Tells me it's not activated or not validated for international use. Both of these are not the case, and despite "trying another time" repeatedly, I've still had no luck. Same card number, name, and other info I set the account up with, but no option to just "update expiry date and CVC". Serious oversight, imo.
Not able to enter Card name
terrible app, doesn't work. won't load info in app to access lounge.
evil company that can regulate what legal items you are allowed to purchase. payment processor censorship is the most un-american ideal since MAGA
unable to enter
password an logs just disappeared.
Not sure what Mastercard deems a valid card, but none of mine work. And I had an existing account, but the card expired. It's a zero star experience really
Customer service in Spanish is the worst. I was billed twice for a service that was offered to me for free (airport entitlements). I've been contacting Customer Service and they take 3 days to reply, their replies are non sense or asking for information already provided, if you call they ask you to send things over email (documentation you already provided) they simply don't help. It's frustrating. I just let them take the money.
As a Mastercard cardholder, I encountered a series of frustrating challenges while attempting to input my personal and payment information into the system. Each time I filled out the fields, the system consistently returned an error message, stating that my data was invalid. This recurring issue was particularly vexing, as I had double-checked my entries for accuracy and completeness. Despite multiple attempts-carefully re-entering my details and even trying different variations-the problem pers
Mastercard needs to stop banning videogames they deem "impure". They have no authority over free speech.
text support is absent. explore page doesn't work at all. lounge that present on the site don't accept it. sign up doesn't work (works only from web). worst experience in past 5 years
has no spot that I can see to bring up the QR code to get me into a lounge
"Please enter a valid payment card number". Thanks, screw you too
i am not able to log in to my app. i opened this card for airport lounge access however i am not able to use it. Shame! Every time i am trying to log in, there is a message:"SOMETHING WENT WRONG"
Não dá pra fazer login. Mesmo com o usuário e senha corretos, o app apenas retorna o erro "algo deu errado". O site funciona perfeitamente, no entanto
when you want to visit a lounge you can be sure that there is some reason why you cannot enter. worst lounge app ever. I get it for free and I still hate it.
Não funciona, não cadastra o cartão, fica dizendo "falta de parâmetros" e não há o que faça resolver. Vendem como benefício, mas para conseguir só brigando por telefone com algum robô.
Segundo o app, tenho dois acessos para Lounge em Orlando, FL. Minha esposa e filho também com acessos pelo app. Mas chegando aqui, no terminal C, a recepção me informou que não estão mais aceitando este tipo de acesso. Cartão tá muito ruim demais!! pra que serve este app???
Doesn't recognize my valid card so I suspect it's only good in the US. Should say so in the overview.
It doesn't accept my master card number in registration at all
Not accepting any card, although it used to work before.
Lousy service, app dificultad to find - registration interface has unstable behavior. That is: requests info that after completion is not enough.
This application is not accessible to all Credit card. I don't advise for it.
Tried dozen of times to get past the verification process in the app (Android) or by PC browser... Nothing to do.
This app doesn't seem to work.
Doesn't work. Really bad. Waste of time.
Waiting endlessly to register but nothing happens..
Doesnt work at all.
I couldn't buy Fast Track at Brussels Airport for any time slot of the day. I decided reinstall the app, but then I was not able to login. And customer service is not present.
it's a nightmare to define/redefine the password. the password shown on screen don't match the backend rules, don't even match the JavaScript validation
it's not really hard to imagine how to make it worse, but it's a leap anyway. They demand you to use a complex password but they also interfere with password managers by clearing the form when you switch there. At the same time, they do not verify if the password is identical to username. In the end I've registered and found I have 10 free lounge passes. But it took more than a half of an hour and a lot of frustration.
o aplicativo nao permite adicionar mais de um cartão ao mesmo tempo.
It took 2 days to create an account. Always some unexpected errors...
can you please relocate that magnification box at the bottom rhs of the app when booking. it overlays on the booking date acceptance button and makes it very difficult to accept a date or time when you book a fast track security. very annoying.
Most of the time, login is unavailable for some reason
The app has been experiencing issues with my valid credit card, which have been impossible to resolve by any means.
Most of the time It does not work or it's extremely slow ot it says my user is wrong (wich is not). So I end using my credit card to access the lounge and visiting the web page to figure where the lounge is.
Sentiment summary
84%
Positive (4-5★)
3%
Neutral (3★)
13%
Negative (1-2★)