Review Insights · Google Play
Priority Pass™
Priority Pass · 54,491 ratings · ★ 4.3
4.3
★★★★★
54,491 ratings
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Top complaints - extracted from 51 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"
11 negative reviews mention this · 22% of all complaints
★★★★★ "Terrible app. I've been trying for weeks to update my card details. Initially, the app didn't auto prompt the card type so I couldn't proceed. Now, it prompts the card type but keeps telling me my card details are incorrect. Citi can't help…" - Jennifer Wong
2
"service"
8 negative reviews mention this · 16% of all complaints
★★★★★ "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" - Michael Braun
3
"priority"
8 negative reviews mention this · 16% of all complaints
★★★★★ "Try to install Priority Pass + app but noted not available in Canada, only in USA. Keep unable to log in as need me to use Priority Pass + app instead of Priority Pass app!! Not able to open the app!!!" - John Li
4
"pass"
7 negative reviews mention this · 14% of all complaints
★★★★★ "Try to install Priority Pass + app but noted not available in Canada, only in USA. Keep unable to log in as need me to use Priority Pass + app instead of Priority Pass app!! Not able to open the app!!!" - John Li
5
"priority pass"
7 negative reviews mention this · 14% of all complaints
★★★★★ "Try to install Priority Pass + app but noted not available in Canada, only in USA. Keep unable to log in as need me to use Priority Pass + app instead of Priority Pass app!! Not able to open the app!!!" - John Li
6
"cannot"
7 negative reviews mention this · 14% of all complaints
★★★★★ "Unable to add my card details in the app. My card has expiry in mm/yy format but the app asks for dd/mm/yy. cannot proceed" - Samir Tamhane
7
"membership"
7 negative reviews mention this · 14% of all complaints
★★★★★ "app is not updating my membership (though website says everything is ok). there is a Reddit thread about the same issue, yet it's not fixed and it's not clear how to contact support (not q&a section, please)" - Дарья Алымова
8
"does"
7 negative reviews mention this · 14% of all complaints
★★★★★ "new Priority pass Plus is such a trash. broke the membership and couldn't verify. i thought it was useful. turn out to be a waste of time. in this day of Age, releasing new update and requiring new verification is already backward thinking,…" - Alec Smart
9
"been"
6 negative reviews mention this · 12% of all complaints
★★★★★ "Terrible app. I've been trying for weeks to update my card details. Initially, the app didn't auto prompt the card type so I couldn't proceed. Now, it prompts the card type but keeps telling me my card details are incorrect. Citi can't help…" - Jennifer Wong
10
"update"
6 negative reviews mention this · 12% of all complaints
★★★★★ "Terrible app. I've been trying for weeks to update my card details. Initially, the app didn't auto prompt the card type so I couldn't proceed. Now, it prompts the card type but keeps telling me my card details are incorrect. Citi can't help…" - Jennifer Wong
11
"unable"
6 negative reviews mention this · 12% of all complaints
★★★★★ "unable to login via card number. error pops up saying "An unexpected error occurred on our side. Please try again shortly."" - Syed Aasim Ali
12
"account"
6 negative reviews mention this · 12% of all complaints
★★★★★ "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" - Michael Braun
📋 All 51 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").
Terrible app. I've been trying for weeks to update my card details. Initially, the app didn't auto prompt the card type so I couldn't proceed. Now, it prompts the card type but keeps telling me my card details are incorrect. Citi can't help. PP's FAQ bot is useless.
unable to login via card number. error pops up saying "An unexpected error occurred on our side. Please try again shortly."
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
Try to install Priority Pass + app but noted not available in Canada, only in USA. Keep unable to log in as need me to use Priority Pass + app instead of Priority Pass app!! Not able to open the app!!!
Awful app. Logs out all the time. Worst value for money Edit: 4 years later and the app still logs me out all the time. I came back to give it a one star rating forgetting about the fact that I already rated this one star four years ago!
Problem is service by priority pass is terrible. They change rules constantly and give less every day while charging more each year
Will show lounges as included but in reality they are only for specific cardholders. So everything will look normal until you walk up and are denied entry. Will be cancelling at the end of the year.
The app SUCKS!!! It won't let me log into it, even though my online account is fine. Absolutely worthless!!! Don't bother installing.
The app was working fine until the forced move to Priority Pass+. Normally, I wouldn’t mind the update, but the Google Play Store says the new app is "not available in your country," even though I am based in Ireland. I have been in contact with support since January, and despite being told it’s being "worked on," it has now been four months with no resolution. Extremely disappointing to be locked out of a service I should have access to.
new Priority pass Plus is such a trash. broke the membership and couldn't verify. i thought it was useful. turn out to be a waste of time. in this day of Age, releasing new update and requiring new verification is already backward thinking, if it works when it doesn't, it shows how much care they put on the members time . hahaha...we all have been dupeb by hype and ignorance. lol
Impossible to check if Miami International is included, or to find out if a particular dat is available. Very confusing.
hate having to reenter a complex password every time i open it
Worst app,can't add the card. Update the app first; the screenshots given are not in the UI and look different.
have not been able to use a lounge for the past 18 ISH months, either pre book is always full or the lounge is overwhelmed on the day. just tried to book a lounge for 8 months in advance and it's already full.... Will not be renewing....
cannot add my membership ID under the app. never been able to use the physical card and now only the virtual one is requested. never get a response from support. they only say contact your card issuer which in my case is my bank. even they have never managed to resolve my issue. basically I am a member with no benefits.
Extremely slow and buggy.
it literally never works
Worst app with the worst interface
Priority pass is a complete waste of time. The worst company ever with the absolute worst customer service. They include priority pass with 2 of my high limit credit cards, and every time I try to access a lounge, I have to wait atleast an hour to get in. They allow you to "buy" a guaranteed spot for $9/per person if you prebook your lounge visit days in advance. They recently switched over from the priority pass card to the app (which sucks, the app developers should be fired immediately).
Terrible...!
unable to update the credit card details especially the card type
this app always have error. for example, it does allows you to input the credit card type, neither does it auto recognise the card type, thus totally cannot save what I have edit for new credit card.
Registration is broken and support is useless. All they do is brush you off and provide zero help.
I have tried numerous time activate my membership and even contacted customer support and it does let me activate my account. What waste of membership and customer support is unable to help.
Everytime I've tried to use it, it's an out of the way lounge and they aren't serving priority pass customers at this time. Multiple times. Pointless app
poor logon
Total waste of money. often either lounges are full, or insist on payment even though say they accept
Always signs out and doesn't use biometrics without a password??? Now today, trying to sign in and says I don't have an account. Some Beach!!
QR code service not working
Unable to activate membership, I keep getting an error message that there is a problem with the app and try again later. it's quite frustrating.
useless card and even more useless app
hello?! there were technical issues and the customer service hotline is in HK and handled by an Indian that cannot speak properly?!!
The application is experiencing significant performance issues. There is a noticeable delay of approximately one second when interacting with any of the buttons.
It feels like this app is primarily designed for marketing purposes, not customer usability. Annoying upsells, very slow loading times, inadequate identification of closed lounges, and intrusive/unreasonable permissions requirements that border on spyware. Definitely does not meet expectations for a paid service. I originally posted this review in 2022. It is now 2026 and nothing has improved, despite the publishers response to this review.
Does not work
what a complete joke that there are no access to lounges or any benefits in RDU airport. why am I paying so much to not have any benefits?
so daft that the one thing I'd like to see in the app is my upcoming bookings but the app doesn't show you that! so you can't see and cancel them. this is a fail on basic functionality. and don't bother trying to contact them to cancel a booking, they will attempt to cancel your entire membership! absolutely terrible service
Does not sync with card
My account has not worked since the very first usage. the system is buggy. when ai attemp to change my credit card it fails so I cannot use my account.
information on remaining lounge visits is impossible to find on either the app or the website, and the help section does not have any contact us link either. this app could might as well have been a pdf file.
not good experience
doesn't work so many glitches awful app
useless
went to gatwick north terminal all fully booked need prior appointments not really good when your are traveling Long distance flights
cannot log on no matter that i have just reset password and updated app. Garbage. online site works so will use that.
What's the point of this app when I can't see membership details.
Unable to add my card details in the app. My card has expiry in mm/yy format but the app asks for dd/mm/yy. cannot proceed
app is not updating my membership (though website says everything is ok). there is a Reddit thread about the same issue, yet it's not fixed and it's not clear how to contact support (not q&a section, please)
the lounges are sometimes cool sometimes dirty and have less food than a holiday Inn breakfast, but the real issue is that it's nearly always a half hour wait at least before you can enter. Apparently paying customers aren't too high of a priority after all...
does not seem to work after Pixel Apr 26 update
+ 1 more in the clipboard copy
Sentiment summary
83%
Positive (4-5★)
3%
Neutral (3★)
15%
Negative (1-2★)