Review Insights · App Store
Priority Pass™
Priority Pass Ltd · 486,358 ratings · ★ 4.8
4.8
★★★★★
486,358 ratings
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Top complaints - extracted from 71 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"
24 negative reviews mention this · 34% of all complaints
★★★★★ "Sapphire Reserve Priority Pass. Sapphire Reserve Priority Pass no longer allows the use of restaurants and the lounges that are open are not open for early departures." - bhtdvk
2
"pass"
23 negative reviews mention this · 32% of all complaints
★★★★★ "Sapphire Reserve Priority Pass. Sapphire Reserve Priority Pass no longer allows the use of restaurants and the lounges that are open are not open for early departures." - bhtdvk
3
"priority pass"
22 negative reviews mention this · 31% of all complaints
★★★★★ "Sapphire Reserve Priority Pass. Sapphire Reserve Priority Pass no longer allows the use of restaurants and the lounges that are open are not open for early departures." - bhtdvk
4
"lounge"
20 negative reviews mention this · 28% of all complaints
★★★★★ "Sapphire Reserve Priority Pass. Sapphire Reserve Priority Pass no longer allows the use of restaurants and the lounges that are open are not open for early departures." - bhtdvk
5
"lounges"
14 negative reviews mention this · 20% of all complaints
★★★★★ "Sapphire Reserve Priority Pass. Sapphire Reserve Priority Pass no longer allows the use of restaurants and the lounges that are open are not open for early departures." - bhtdvk
6
"access"
14 negative reviews mention this · 20% of all complaints
★★★★★ "Impossible Login. I tried to log in using my saved credentials and was told it was invalid I tried to reset using my username and got no email to reset my password. I tried to reset using my email address and again no email link. I checked junk and spam fold…" - Disappointed Traveler!
7
"card"
8 negative reviews mention this · 11% of all complaints
★★★★★ "App is awful. Face login never works. Always logs out and Pw reset takes forever. Just to get your card takes a while" - Jasejase12345
8
"airport"
8 negative reviews mention this · 11% of all complaints
★★★★★ "Useless membership and app. Absolutely useless membership in most airports. Network is crowded, dirty, poor service, thrown in by most credit cards like an amazing travel benefit, when most times it’s just dirty overcrowded rooms." - Radu Grama
📋 All 71 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").
Sapphire Reserve Priority Pass
Sapphire Reserve Priority Pass no longer allows the use of restaurants and the lounges that are open are not open for early departures.
Forced update
It’s a travel app. That requires you to update while traveling before you can use it. Hire real developers or at least use AI instead of 🤡.
Broken
App does not let me register my account info, check online and see all the people that are having trouble using a paid benefit.
Account management problems
I had PP thru AmEx. When AmEx discontinued that relationship with PP, I was never again able to sign into the app. I chatted with support people at PP, obviously tried resetting my pwd; nothing worked. It’s like the folks at PP had not imagined a scenario like this (which must have been common).
App Sucks
Never have been able to link my account to the app. Now you send me an email to load the new Priority Pass + app and I cannot get into that. Useless. No wonder why so many people hate this app and the new one.
Why$$$
You can’t book and when you arrive they are all full so what’s am I paying for ?
Impossible Login
I tried to log in using my saved credentials and was told it was invalid I tried to reset using my username and got no email to reset my password. I tried to reset using my email address and again no email link. I checked junk and spam folders and there was nothing there. Why am I spending SO much money for a subscription service I can’t access?
Bait and Switch
I signed up for Priority Pass and was unable to use it when I was on a 3 flight trip.
Customer service sucks no help at all. It should be titled No Service for Customers.
Customer service sucks no help at all. It should be titled No Service for Customers.
Can never get in - always full
TK lounge at MIA the latest to refuse entry - first and business class only “priority pass full”. The program is useless.
Not much useful
I don’t find any lounge at domestic terminals
No access
Majority of lounges won’t take PP now. What’s the point?
The app sucks
I like the Priority Pass program but find the app to be incredibly unintuitive.
When you needed is not there
Now every time you are using II there are excuses to not allow you to use it
Restricted lounges
Almost every location has restricted access for Priority Pass. It’s worked for me 1 out 8 times this year. What a joke.
Beginning to think I should change travel cards
Not worth the trouble. Hassle every time you get a new credit card number or priority card expires. Not intuitive. It’s almost as if they know there are too many people trying to use the lounges and they want to make it difficult. I have Venture X. ARGH. Just not a premium service.
Useless
This membership used to be amazing and is now completely useless
Cv
Can’t get into any of the places without reservations
Useless membership and app
Absolutely useless membership in most airports. Network is crowded, dirty, poor service, thrown in by most credit cards like an amazing travel benefit, when most times it’s just dirty overcrowded rooms.
Not worth it
We are paying a lot of money for the “privilege” of being told EVERY time we travel that there is a 90-120 minute wait to gain access to the lounge. Calling this a Priority Pass is pretty ironic! Even with a 3 hour layover, given the time to get to and from gates, this doesn’t give any time to use the lounge. And who wants a 3 hour layover anyway?
Scam
Waiting lists, “temporary lounges,” closed when needed, and more excuses and nonsense. Priority Pass is a scam. Never useful for access to a real airport lounge.
Dfw airport
Drew Pearson sports 88 declined to take priority pass.
Can you let me know if this is true
Can you let me know if this is true
App doesn’t
App doesn’t work nor connects
Waste of effort!
Currently at LAX and used the priority pass to find the only lounge in this entire airport. Get to that lounge and they said it is not available to Priority Pass members as there was a virgin flight scheduled. We looked around, and there was literally nobody in the lounge. Why are you even showing it as an option when it’s not available? VERY frustrating!
?
Not at any of the airports I fly through, and in addition to yearly membership, have to pay to use…. Will not accept this gift if given again
Trash app
Who designed this misery? Fire them
App problems
App is slow to launch and often get error issues when trying to rebook
Chasman744
Cannot access app? I’m using the correct user ID and password. Same one I’ve been using but it doesn’t work…. Frustrating!
Horrible App!!!
They are moving to a new app which is even less user friendly (hard to believe). During the transition some of my accounts can’t log into either (each app says I should use the other). The new app does not work with 1Password, so I have to go get the password, copy it and then manually paste it in. All of this and getting into lounges is less and less likely with them being full. This is rarely a benefit any longer. I can’t imagine people pay for this if they don’t get it “free” from a credit card.
LAX LOUNGE
This review is strictly for the people at the lounge unfortunately, we arrived in time in their timeframe online it said the lounge was open, but when we got to the lounge, they denied us entey They had their own virgin flights leaving. Maybe they should update their website or Priority Pass should say it’s not guaranteed entry even if you pay. Not impressed got stuck downstairs for five hours before our flight couldn’t even use my capital venture to get in. They denied entry for that. If it doesn’t work on the way back, we canceling my membership.
Trash
Horrible lounges and so many restrictions on access to the lounges.
Keeps routing me b/w the old and new app
I had to create a new login with a new credit card. Logged in on this old app only to tell me to switch to the new + app which tells me to use the old app.
Ridiculous wait time to access lounge
Waited over an hour for access to the lounge!
No one accepts them or no lounges
No airport lounge accepts them like they use to and some times there are no lounges. And no customer support
Impossible
I cannot log in. Says error on your side for a week!
Dulles airport
Sign said Priority Pass at ChefGeoff’s so I went in and they denied my Priority Pass?
Absolute garbage
Rarely do I write reviews but this has brought me out of retirement. I pay HOW MUCH a year for this and have consistently gotten turned away from almost every lounge that supposedly accepts priority pass. This is not a guaranteed ticket in, all this allows you to do is stand in line and be turned away at the last moment to make more room for business and first class ticket holders. This app is fine, it’s just a QR code generator with gold text, but the service it claims to provide is fundamentally broken.
warn if lounges require prebook
warn if lounges require prebook EDI
Can’t see if lounges are at capacity.
If I fly once or twice a year, walk halfway across the airport to access a lounge with my priority pass, and they deny me because they’re at capacity for my credit card, then it’s worse than me not having a priority pass, because I paid for a credit card with a service that doesn’t work AND waists my time.
If the lounge is at capacity, the app should tell you. This service is worse that no service if you can’t use it.
If the lounge is at capacity, the app should tell you. This service is worse that no service if you can’t use it.
Copper Jorge Chavez airport Lima Peru
My membership didn’t work even do this bar has a big sign that reads welcome Priority Pass
Severely limited hours
Lounge only open to Priority Pass holders for very limited hours in the morning. Nearly all flights in this terminal depart in the evening so effectively there is no Lounge in Terminal E.
Turned away
The one time I want to use the sapphire lounge access they turned me away because they were too busy.
Unable to Access Lounge
I was turned away from the lounge as I did not have a reservation. Disappointed in not being able to access the lounge during a 2 1/2 hour layover in London Heathrow Terminal 5.
Login issues
Can’t login
Ali Shahnami
It sucks
Priority Pass not accepted
There is one lounge that Priority Pass members havd access to in Boston Logan. Once I arrived at the Chase Sapphire Lounge, I was denied the access because they only accept the Chase members during peak hours.
Horrible App
App never works. Tried for a year to activate my account. Horrible
Poor access
Recently been through JFK and no lounge access for priority pass.
No lounges
Really limited choices, Amex
Big waste of money !
I've attempted to use this at 5 different airports and every airport has had a different reason why I couldn't access their lounge and use my pass. This is a dumb waste of money.
The worst
Can’t log in
+ 21 more in the clipboard copy
Sentiment summary
95%
Positive (4-5★)
2%
Neutral (3★)
3%
Negative (1-2★)