Review Insights · App Store
Priority Pass™
Priority Pass Ltd · 477,334 ratings · ★ 4.8
4.8
★★★★★
477,334 ratings
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Top complaints - extracted from 67 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
"lounge"
19 negative reviews mention this · 28% of all complaints
★★★★★ "Disappointed. I’m a Priority Pass holder. Came at Virgin G in LAX between my flight around 11am Friday, paid the fee and were told that they will be closing at noon for priority. It was Friday morning and the lounge was empty. Maybe 5-7 people. Very disa…" - MAS 2025
2
"priority"
14 negative reviews mention this · 21% of all complaints
★★★★★ "Violates App Store policies. Tried to log on and it makes me download some other priority pass app. App does not do anything, should not be allowed on the App Store." - Traveler2026z
3
"pass"
14 negative reviews mention this · 21% of all complaints
★★★★★ "Violates App Store policies. Tried to log on and it makes me download some other priority pass app. App does not do anything, should not be allowed on the App Store." - Traveler2026z
4
"priority pass"
12 negative reviews mention this · 18% of all complaints
★★★★★ "Violates App Store policies. Tried to log on and it makes me download some other priority pass app. App does not do anything, should not be allowed on the App Store." - Traveler2026z
5
"lounges"
11 negative reviews mention this · 16% of all complaints
★★★★★ "Why pay for privileges that aren’t available?. Three Priority Lounges in SFO A Terminal but none of them accept guests after 5:30pm????" - Eirekay
6
"card"
10 negative reviews mention this · 15% of all complaints
★★★★★ "Very Difficult Getting Started. I have not been able to use my membership ever since I signed up and even received my membership card in the mail. Still not up and running 🤷🏻♂️" - Standing outside the lounge !
7
"access"
10 negative reviews mention this · 15% of all complaints
★★★★★ "Access to lounge denied at AMS. The reason was given is that the Lounge was full. However access would be possible if I would buy some drinks. Or I should cone with a reservation. None of that was mentioned in the priority pass app" - clameter
8
"into"
7 negative reviews mention this · 10% of all complaints
★★★★★ "🙄Where’s my account info, what does this app do, exactly?. Why is my account number not featured when I log into this app??? What am I supposed to show the attendant?? What exactly does this app do?" - tyvghf
📋 All 67 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").
Violates App Store policies
Tried to log on and it makes me download some other priority pass app. App does not do anything, should not be allowed on the App Store.
Disappointed
I’m a Priority Pass holder. Came at Virgin G in LAX between my flight around 11am Friday, paid the fee and were told that they will be closing at noon for priority. It was Friday morning and the lounge was empty. Maybe 5-7 people. Very disappointing. Kitchen staff were great.
Why pay for privileges that aren’t available?
Three Priority Lounges in SFO A Terminal but none of them accept guests after 5:30pm????
Mostly useless
Most lounges dont accept it. Also most terminals dont have their lounges. For example DFW, terminal B has noting
Reduction in Privileges
I resent the reduction in services provided through American Express. Seems less and less as time goes on.
Useless
Get yourself a physical card to avoid getting stranded
1/2 lounges removed
I can’t believe that almost 1/2 of lounges removed and now we has to reserve and pay a small fee to enter
Makes you login
Makes you login and then tells you it no longer works.
PW reset
Trying to reset password. Email never comes
Nothing works
Will not save updates. Will not link to its own website.
App replaced with no notice
New app is disappointing
Impossible
The Club in Cleveland wouldn’t accept my PP number and gave me a 20 step process to get a QR code, which took longer than my available time. I’m boarding flight now and still don’t have the Code. Useless benefit.
Access to lounge denied at AMS
The reason was given is that the Lounge was full. However access would be possible if I would buy some drinks. Or I should cone with a reservation. None of that was mentioned in the priority pass app
Horrible 2 hr wait. And they email a code that doesn't come thru rt away and expires
They shld txt a code not email..
Lost customer
Priority pass was great the first year I had it but now they have long waits. Can no longer bring in guests. Definitely will be canceling my 400 dollar a year Capital one Venture!!! Wasn’t a one time issue either and in multiple airports.
Can I give less than 1 star?
Complete trash. It’s almost never accepted at any lounge, despite the app saying otherwise. Truly deceptive, deceitful and worthless.
Awful administrative burden
This app is so hard to use. It keeps asking for passwords and it’s incredibly hard to retrieve your password if you forgot. They should make it easier to use with less administrative burden. This is just a mess an app.
Not allowed access in plaza premium lounge at Denver International AirPort.
Lounge access was denied by the lady near the escalator of the lounge. They said they don’t accept priority pass.
Melody
So hard to find the lounge we need when we need it - wish u had a chat to help us verses send in a message that might take up to 2 days to answer
Not ready for the global travelers
1. Unnecessary nagging to provide reviews on lounges that are not world- class.
2. Lacks ability to remove visit history that builds up over time for frequent travelers like me
3. Remove lounges that are not worth visiting
2. Lacks ability to remove visit history that builds up over time for frequent travelers like me
3. Remove lounges that are not worth visiting
SFO lounge - always a wait
SFO lounge is pretty much useless. Always a line to get in… so we almost never use it
They LIE about lounge access.
DO NOT WASTE YOUR MONEY. Lounges have special cattle areas for PP members, hours like 1:00AM - 5:00AM for PP holders, paid drinks and food.
PS you cannot rate the lounges on the PP app. Most lounges would rate a zero.
PS you cannot rate the lounges on the PP app. Most lounges would rate a zero.
Too many limitations on time
Too many limitations on time then others you can not get in because full
Simply will not activate
The PP website refuses to activate my membership and the club personnel have no clue how to help and there is no response from customer service. As a perk of Amex Platinum, this is a real failure
Deceptive Scam
Few true benefits. Many rules and restrictions that end up with little lounge or equivalent access.
Experience
I wish a lady who check you in is a little bit more nicer!
Logs out of app even when FaceID is selected.
There is NEVER a reason to log someone out of an app installed on their phone, but to do it even when FaceID is selected is inexcusable. This app has a terrible habit of logging me out in-between my trips, even though I have FaceID selected, and makes me reset my password in the middle of the airport when all I am trying to do is find a lounge. Why?!? Are there so many people with stolen phones making it past security and using stolen phones to access airport lounges?!? This isn’t my banking information, it is finger foods in an airport. You can stop the automatic log outs!
Difficulties
Password
Escape lounge terminal 3 Phx
On terminal wait list every single day for a week. Not acceptable and only one available
Long lines
30 plus people waiting to get in. What’s the point of having and paying for a service you can’t use ?
Scam
The app lists many lounges but most are just a scam. For example HND TAIT Lounge has hours limited to useless times based on flight. Sapphire lounges can only be accessed once per calendar year. Priority Pass advertises a lot and delivers very little. This is a scam.
Can NOT get into lounge
Most of the time I cannot get into the lounge.
Account edit issue
Once created, Not able to make corrections if account information was not correct
Not impressed
Signed up a month ago I’m still not able to login into my app on the phone, but I’m perfectly fine logging into the desktop version
Hasn’t worked since I joined
Joined through AMEX Platinum. This app and associated website have not been working since last month. What trash!!!
Bad app difficult support
I have had to call and email 4 times already to get the card setup. Little instructions or info given
Terrible to navigate
I have had priority pass for a while now but then all the sudden it stoped working. I tried reactivating and I just go in circles over and over. It won’t let me access my own account anymore and I have rest password did everything it asked and everything I do it tell me I am wrong even when I copy and paste the numbers from emails for accounts and things they ask for. So frustrating
Can’t Get In
Today, I couldn’t get into the lounge. This time they said “we’re not accepting Priority Pass members at this time. The other lounge listed on the app, is not accepting reservations. The same thing happened on my previous 3 flights
Junk app
This app feels like something designed by a child. It’s glitchy and the prebook feature sends me in an endless loop, with an error message saying my account is already linked to another user. I emailed support and kept getting a generic auto reply that I’d get a new card soon, despite not asking for or needing one. I replied to these emails explaining my actual issue with no reply. I called support and got the runaround, with them blaming Chase when Chase blames them.
Bad app experience
Unable to get digital card via app or web
Keeps getting error
Keeps getting error
Real scam and not useful
I’m currently at JFK and honestly this experience makes the “Priority Pass lounge access” benefit from Amex Platinum feel like a complete joke.
Both the Air India lounge and HelloSky lounge refused entry saying you can only enter within 3 hours of departure. Sounds reasonable on paper, except for one major problem: for international flights boarding often starts 90 minutes before departure. So in reality you barely get more than an hour inside the lounge.
What’s the point of advertising lounge access if transit passengers can’t actually use it when they need it? I’m sitting at the airport for hours during a layover and still can’t enter. Apparently lounges are meant to be “inspected” quickly rather than enjoyed.
If the rule is this strict, then it should be clearly stated when marketing Priority Pass through Amex Platinum. Otherwise it feels misleading - you expect a benefit for long travel days but instead get turned away at the door.
Pretty disappointing experience at JFK.
Both the Air India lounge and HelloSky lounge refused entry saying you can only enter within 3 hours of departure. Sounds reasonable on paper, except for one major problem: for international flights boarding often starts 90 minutes before departure. So in reality you barely get more than an hour inside the lounge.
What’s the point of advertising lounge access if transit passengers can’t actually use it when they need it? I’m sitting at the airport for hours during a layover and still can’t enter. Apparently lounges are meant to be “inspected” quickly rather than enjoyed.
If the rule is this strict, then it should be clearly stated when marketing Priority Pass through Amex Platinum. Otherwise it feels misleading - you expect a benefit for long travel days but instead get turned away at the door.
Pretty disappointing experience at JFK.
Changing terms
It’s very disappointing how Capital One Venture X changed the priority lounge access. That was the main reason for getting this card. Most likely will cancel.
Pass not honored
Pass not honored at PHX sapphire lounge “due to high volume we only accept priority pass holders that obtained their pass through a chase sapphire card”
The service is very bad
The person to work there is very bad attitude and I order a fruit and is very bad I see one person take a soda and the worker say not take is my frist time I see this service.
Works sometimes
Attempting to log back into the app after a ph reset has rejected all correct info. Attempted a password reset many times, but it timed out too fast.
Useless
Almost no airport lounge accept this pass …
Can’t login
Ever since Priority Pass introduced Priority Pass+, I can’t login on neither!
Can’t even log on.
Lost my phone. Now trying to get back into my account and I can’t even log in or retrieve information. Not that the app was that good anyways.
Cucarachas por dentro
El jugar está cada vez peor. Hoy entré y habían cucarachas cerca del azúcar y hay tazas de café rotas. Lo peor de todo es que las empleadas no tienen ni una reacción a mis quejas. Lamentable .
登陆不了
难以想象一个垃圾到无法登陆的app能上线。开发团队可以解散了
+ 17 more in the clipboard copy
Sentiment summary
95%
Positive (4-5★)
2%
Neutral (3★)
3%
Negative (1-2★)