Review Insights · Google Play
Priority Pass™
Priority Pass · 55,239 ratings · ★ 4.3
4.3
★★★★★
55,239 ratings
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Top complaints - extracted from 53 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
"priority"
13 negative reviews mention this · 25% of all complaints
★★★★★ "this app does not work anymore. It only asks to download Priority pass + app, which is also not available in India to download" - Akhilesh P (Akhilesh Raja)
2
"pass"
13 negative reviews mention this · 25% of all complaints
★★★★★ "this app does not work anymore. It only asks to download Priority pass + app, which is also not available in India to download" - Akhilesh P (Akhilesh Raja)
3
"priority pass"
13 negative reviews mention this · 25% of all complaints
★★★★★ "this app does not work anymore. It only asks to download Priority pass + app, which is also not available in India to download" - Akhilesh P (Akhilesh Raja)
4
"lounges"
13 negative reviews mention this · 25% of all complaints
★★★★★ "Priority pass itself and the app are fully useless but losing money. Nothing works at all. Lounges do not accept it, lounges are full, and the app is a nightmare. Forget Priority pass, it's horrible!" - MAC
5
"card"
9 negative reviews mention this · 17% of all complaints
★★★★★ "App is horrible. Doesn't wanna accept my payment card. I have free access to their membership with my card but they don't wanna accept it. Don't reccomend it." - Aaron Quan1208
6
"work"
8 negative reviews mention this · 15% of all complaints
★★★★★ "this app does not work anymore. It only asks to download Priority pass + app, which is also not available in India to download" - Akhilesh P (Akhilesh Raja)
7
"account"
7 negative reviews mention this · 13% of all complaints
★★★★★ "always have problem logging in, support sucks. 1 account not able to support more than 1 credit card. I use it because I have to." - Yanto Tan
8
"lounge"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Priority pass itself and the app are fully useless but losing money. Nothing works at all. Lounges do not accept it, lounges are full, and the app is a nightmare. Forget Priority pass, it's horrible!" - MAC
9
"membership"
6 negative reviews mention this · 11% of all complaints
★★★★★ "My membership will expire 24th July. They send me email now that they will renew it on a higher price and without an option to opt out." - Marinela Gateva
10
"error"
6 negative reviews mention this · 11% of all complaints
★★★★★ "The activate option does not work at all, always gives error "an unexpected error occurred at our side". Looks like whole priority pass is a scam." - Ameer Mulla
11
"password"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Just a plain bad app. User interface is bad (why do I have to keep going back to get to the home screen and my card after finding a lounge at the airport?) and keeps logging me out. That makes it awkward when standing in line (the lounges a…" - Andrew Kopacz
12
"service"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Didn't see anything but restaurant pick up service in LAX. Clicked one. "Grab" "An error has occurred"." - Spencer Putt
📋 All 53 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").
Priority pass itself and the app are fully useless but losing money. Nothing works at all. Lounges do not accept it, lounges are full, and the app is a nightmare. Forget Priority pass, it's horrible!
RULES CHANGE BE AWARE. some lounges u can only go once a year then it's 75 DOLLARS A VISIT. chase sapphire lounge is one of them. also not accepted at air canda lounge
My membership will expire 24th July. They send me email now that they will renew it on a higher price and without an option to opt out.
App is horrible. Doesn't wanna accept my payment card. I have free access to their membership with my card but they don't wanna accept it. Don't reccomend it.
I installed this just for it to tell me to download a different app...which isn't available in my country.
The activate option does not work at all, always gives error "an unexpected error occurred at our side". Looks like whole priority pass is a scam.
Just a plain bad app. User interface is bad (why do I have to keep going back to get to the home screen and my card after finding a lounge at the airport?) and keeps logging me out. That makes it awkward when standing in line (the lounges are always low tier) and trying to remember the password.
buggy af application
Terrible!!!
always have problem logging in, support sucks. 1 account not able to support more than 1 credit card. I use it because I have to.
Tried to use the app to book using my free passes and none of the lounges I have selected have a 'book now' option. How else can I use my passes if I can't book through the Priority Pass app or website? Really disappointing and frustrating experience. Please advise what steps I should take?
Totally worthless. It suggests getting takeout at locations they have no club! Besides that the overall program has gone downhill. Many airports no longer have lounges or have restrictions that make it impossible to use them. A saving grave was the ability to get credit at a restaurant but they've taken that away too in most places. A Hotspot like Tampa FL has zero... That's zero lounge or restaurant access!!
app is useless, I never see pre booking button, use website instead
failed update. Now I cannot log into my account. It just keeps saying "SOMETHING WENT WRONG. Please try again". extremely frustrating
Absolute rip off. Once they have your credit card number they make it impossible to cancel membership. (Have to send a written and mailed letter) The lounges are not that nice either. In fact a couple have been awful. don't waste your money
Even though I have a valid subscription it doesn't work getting in at lounges. Impossible to get hold of customer support.
i am not able to use my samsung phone with your app! am trying to renew my longstanding membership!!
sign in issue
priority pass has issues. it shows my name when my wife swipes the add on card
absolutely not worth. Unable to activate account with valid details.
dead application now
awful app. cant activate account. no help suggested. unusable
absolute rubbish if you aren't gonna make a good app, just keep the physical cards. trying to register my information which is valid, and nothing works
Scam, all their lounges are so crowded you will never get to enjoy them.
buggy app upgrade experience. won't let me log in to old or new version of app. help team is useless.
unable to update my priority pass information in app and hence denied access to lounge on Singapore airport
A terrible experience, constantly throwing up an error. I've decided to chuck the priority pass altogether.
Didn't see anything but restaurant pick up service in LAX. Clicked one. "Grab" "An error has occurred".
Garbage app with terrible login process.
Massive fail to shut this app down and then forward to an app that isn't available in the same countries.
After some app update, I was unknowingly logged out. when tried to log in again, I cannot. Using the 'forgot detail' link got me no where. Tried contact support via their web system also got me no where. they keep sending email link to 'forgot detail' and the password reset email never arrived. The 'forgot detail' link did not work either accessing from app or from website.
The app used to work fine. I recently tried updating my new pp under membership details. Why is the app asking for expiry date in ddmmyy format when all cards have expiry date in mmyy format?
unexpected error for many hours when trying to activate
Bad experience all around including login
absolutely useless. lounges always full.
Every time I travel I can no longer log in even with Biometrics so I have to reset my password which is very annoying. Also I haven't been able to use the lounges most of the times I fly . they used to have a lot more options now they hardly have any options at least here in the United States . I tried to pre-book today and they said not available at the San Francisco Airport.
password reset function doesn't work consistently, and never when you need it to UPDATE A YEAR LATER this app is still actively trying to prevent you from using the priority pass service. they set the password to expire often, so you have to reset it, usually when you are in a place without WiFi and the password reset function doesn't sync with the website reset function.
Priority Pass is based in London, UK. With their atrocious customer service, it's no surprise PP uses the name of their parent company Collinson. PP refuses to send me a physical card insisting I use their unreliable app. Many lounges still require physical cards. This effectively blocks use of my PP membership. Customer Service is extremely rude & incompetent. My PP membership started 2 weeks before I received my credit card without my enrollment or consent so my membership ends 2 weeks early.
so many pop ups
I am maintaining my 1/5 score. I had priority pass through AMEX and wanted to use a single login for my linked Chase Reserve entitlement. Priority pass customer service told me to make a new account. I then tried to register for a new account and got this error "An unexpected error occurred on our side. Please try again shortly." Your tech stack is trash.
grwat+
Extremely slow, to the point where I thought I had been sent back in time to the 90s. I set up my account and saved my password. When I tried to login, it said I couldn't login. Just bad UX, bad infrastructure.
what a dismal app and service my account "expired" and after several attempts at contacting their "team" I've given up. I'd suggest finding a different service. several days later and several attempts later even after an email prompt form them and their app does not work. abysmal
this app does not work anymore. It only asks to download Priority pass + app, which is also not available in India to download
It's hard to use.
This is a good app and works super on the airport lounge. one more suggestion, can you make the option when you add the card the number of passes is available and how many used. this will help to track the record of passes. as per your app picture, the history of uses not shown in my app....
Priority Pass Lounges are always busy with longer wait time at major big city airports. if you are going to have less than 2 hours of lay over then not worth it. Also at small city airports not so much food option. Not worth to buy it separately unless it is an addional perk with your credit card.
Says can pre book, then throws up error, suggests to update, no updates, have uninstall, reinstalled, restarted phone, same errors So basically does nothing
password reset function is overly complicated, and lounges are full and don't accept PP members a lot of the time
The app recognizes my username but the website does not. Support replies to my request for help by telling me they've solved my problem. Folks, Priority Pass used to be the only way to get lounge access if you didn't have airline status. It isn't anymore. There are plenty of other options. This "service" not only costs $100+ USD and then per-visit fees. Signed, a member since 2014 who won't be renewing.
+ 3 more in the clipboard copy
Sentiment summary
82%
Positive (4-5★)
2%
Neutral (3★)
16%
Negative (1-2★)