Priority Pass+ Customer Service

I’m not sure why there’s so much outrage over having to switch to a new app. Is it mildly inconvenient? Sure. But really not that big of a deal. Switching over was super easy. I just used the trip planner in the app and it was awesome, allowing me to enter my upcoming trips and automatically letting me know which lounges are open and available during my visits. You can also book airport transfers now too. Accessing lounges has always been easy with priority pass. I’ve never been turned away, whether I was solo or with my whole family (maybe I’m just lucky?).

Maybe earlier reviewers had issue but as of 2026 this app works fine. I just login with email and everything works.

I didn’t love needing to download a new app, but the switchover was seamless and I got into another ‘VIP’ area I didn’t expect to. Definitely worth being part of the program.

I was forced to upgrade today and while I tried to avoid it based on the reviews, I didn’t have any problems.

Forced to download this new app. I have been trying to login for 2 DAYS now without success! It keeps displaying: “Something went wrong. We experienced an issue on our side and we couldn’t complete your sign-in. Please try again.” Each time, after 3 attempts and getting the same message it then displays the following message: “Something went wrong. We are still experiencing an issue on our side and cannot complete the process right now. Please contact our support team for assistance or start again later.” The suggestion about Contacting their “support team” is a joke! Just try it. I even called them but gave up after 20 minutes of waiting. Pathetic! Why roll out a completely dysfunctional app and force us to be stranded WITHOUT ANY WORKING APP? Fire whichever team made this decision. You need to pay me for all this stress and aggravation!

The only explanation for how poorly this app is designed is that either the people designing it were given a riddle that didn’t allow them to know what the purpose of the app was, or that priority pass intentionally wants to have an app that makes it hard for users to fulfill the purpose of the app. Why would the default setting be a preset airport? Is there a single use case where a user would want that? Obviously in all circumstances you’d want the closest airport to you to pop up. I’m not sure what the hope of the ‘Trip’ feature is that doesn’t sync with any other sources and would require you to manually add your trip details. It’s as if they want to make it as hard as possible to answer the simple question — what is the lounge closest to me that I can access?

Not sure why create a new app instead of doing a seamless auto-update of the current app. Nonetheless, this caused quite some frustration trying to get into the lounge and being forced to update to even load my membership - common… terrible user experience, especially if you think about your customer base. If you will force an update, at least give a grace period of two logins into the old app before you lock a person out. And then 12 seconds for the email OTP??? You can’t do anything in 12 seconds!! Especially not which notoriously unreliable internet or service in airport. Ridiculous! Who ever thought about this roll out, and whoever approved it, should seriously be scrutinized for their judgement.

We are forced to update and use the new app. I created and logged in to my account and was able to however using the same phone I logged off and logged in to update my husband’s priority pass account but it changed and used my name instead. The app did not transfer the original account holder and automatically used my name by simply using the same phone? I reached out to the customer service and trying to send us to Chase, Chase is not the culprit here. It’s the new updated Priority Pass app who changed my husband’s name and used mine to his own priority pass account. Customer service does not even know how to help and fix the problem the app created.

Whoever was hired to develop this sad excuse of an “app” should be immediately fired and sued. As a software engineer myself this app is absolutely useless. Not only have I not been able to login, it was also forced upon me without notice, while traveling nonetheless. It does not recognize my membership number to log in. It does not recognize my “payment card” number to login. It does not recognize my phone number to login. It will not allow me to use my email, because it is in use, by me of course. It is 100% garbage, much like the Priority Pass program itself. At least they are consistent. I would give it 0 stars if I could.

Why are we forced to download a new app instead of you just updating the old app? Why do we have to pay to reserve a time to use lounges or face they almost certain of not even being able to get in? This program is worth less and less and less. What is even the point? And even when I tried to pay my extortion to reserve a time to enter the lounge at San Francisco, it errored out multiple times, leaving me unable to make the booking. I won’t be at all surprised tomorrow when I show up and I’m not able to get in. It certainly won’t be the first time. Again, this is app and this program are trash.

App ( and underlying product) are very sketchy. It’s near impossible to get into any lounges. They are always full even though you can clearly see often they aren’t even half occupied. Clearly cost avoidance. Almost everything requires reservations days out…who the hell does that for air travel? The “airport takeout” benefit is a laughable joke. U mean I can get food at the airport and take it with me?! Pathetic. The “new” app is terrible. I’ve yet to be to log on without about 6 access codes. They seem WAY MORE INTERESTED in mining data from me than actually providing services. Sorry I ever bothered but won’t bother with anymore!

I’ll save the time of venting about why we have to download a completely new app as opposed to updating the prior one. It was a surprising frustration that I was greeted with only after I tried to use it at the airport. Most frustrating to me was this new app does not automatically load the nearest airport based on your location. I had to hit the search box and manually select the airport. If you’re going to provide users with a new app experience, make it at least as functional as the prior one; not worse.

Whoever managed this app transition needs to be reprimanded, along with whichever genius that decided an entirely new app was even necessary. While pulling up my membership card at a lounge reception area in Hong Kong I was presented with a splash screen saying I needed to install the new “plus” version. Click on the link to the App Store and was warned that the app wasn’t available in my region. I go through the hassle of switching my region to the US (not a simple thing) and I still get the region warning. We eventually gave up and went to Starbucks.

Definitely inconvenient to have to switch the app without any kind of heads up. Annoying that the app itself doesn’t seem to be any different other than the fact I supposedly have to pay to use these lounges now? At least that was the case at Tokyo Narita. What’s even the point of having these “priority passes” if you end up being just another pleb hustling for a seat somewhere and paying for it? I’ll just go back to Starbucks

What’s the point of having a membership if the lounges turn you away nearly every time? I get into an advertised lounge maybe 1 in 5 times. The hours on the app are often incorrect, as are amenities and access information. Today in JFK only 1 of the 5 post security lounges were accepting PP, and only because it didn’t open until 11 and was empty. By the time I left at 12:30 they were no longer taking PP members. What a joke

Arrived at the airport and was forced to download the new app, which would not accept my existing account id / password. I follow the link to ‘activate’ my account and it just asks me to download the new app. I tried the website to ‘activate’ my account. Using the membership number I already have does nothing. Using the credit card number resulted in “error on our end. Try again soon”. Meanwhile I have no access to the service I paid. Did anyone test this at all?

Was met with a forced upgrade screen on the old app while trying to check in at the usual lounge we go to. Took extra time to log in (didn’t prompt email from password manager), wait for OTP (slow), and then found there’s no add to wallet option on the card tab. At the very least that should be available for new users, and I’ll continue using the pass I have in my wallet from now on.

I have been using Priority Pass through my Chase Sapphire Reserve card without any issues in the previous app. However, after the recent update to the new Priority Pass+ app, I can no longer sign in. The physical Priority Pass card has my name correctly printed, and my membership is active. The old app worked fine, but the new app repeatedly shows the error message: “Something went wrong – We experienced an issue on our side.” Customer service suggested that my first and last name might be switched in the system, but Chase confirmed that my name is correctly registered on their side. It seems there may be an account synchronization issue between Chase and the Priority Pass app. Please fix this login problem so existing members can access their accounts normally.

Forced to download, clearly a data mining op by Priority Pass. Pre-booking sketchily requires payment when this is included with my credit card, and the app even flagged my account as being associated with my credit card. Pre-booking suggested times were also terrible - if my flight leaves at noon (and the app allowed me to add my flight info), why would the app suggest reservation time slots between 4-6pm? Get it together, this app was a clear miss on all parts.

I’ve had priority pass for about 10 years and while it has never been amazing, I would usually have access to a lounge at most airports. The last few years there are very few lounges accepting priority pass, and even if they do they will turn priority pass holders away once they get busy, which is apparently always. I get into a lounge now about 10% of my flights, and it’s the lowest quality lounge in the airport.

I’m at Boston Logan and I’ve come to the Air France Lounge where they tell me they no longer take priority pass, but they’re not too busy so they let me stay anyway. Then I try to check out where I can go, and I’m asked to download the new app. Fine. But then when I get signed in to the new app there’s nothing to click on. It looks as though there’s a button just out of reach at the bottom that I cannot scroll to. Infuriating.

Whoever thinks that forcing an update on a travel app is a good idea should be fired. Coupled with the forced transition to email login and their bad email verification process which just doesn’t work, I was not able to use it to enter a lounge when I needed to. They also removed the wallet pass from the old app. Luckily I always bring a physical card as a backup, but the PM who proposed this bad idea, disrupting thousands of travelers, deserves to lose their job.

The app was not helpful. On two separate occasions, when I attempted to pre-book lounge access, the check in time slots offered were approximately three hours after my scheduled departure time. I just don’t know how I am expected to select a lounge check-in time that occurs after my flight has already departed. This issue occurred at two different airports on different flights, suggesting a recurring system error.

Where do I start? Forced upgrade to new app which thankfully I noticed before being in the line for a lounge and fumbling for my card. Pre booking - at a cost - recommended but so many bugs in that workflow I couldn’t complete it. Whether it’s the lounge capacity being “9999” or requiring flight info and then only providing time slots after departure (which I guess keeps lounges less busy). Fire whoever pushed this app to production with minimal QA.

Everything about this app is flawed. Obviously not designed by a traveler but by someone instructed to increase revenue. You now are asked to pre-book as well as pay for guests even though my chase sapphire reserve allows two complementary guests. Make sure you update before traveling and you run into connection problems. Was excited to use Priority Pass and now it appears it will just be a hassle to use.

I’m not sure why PP had to make an new app when the previous one was fine. This new app as of writing is missing the Apple Wallet feature, as well as having questionable UI design by placing your favorite airports up top when it should be below your nearest airport. I don’t know how this even passed QA testing.

This app was really disappointing because it was so much harder to use than the original. My account got ported over and stopped working from the previous app to the new app. Customer service and the credit card that issued it could not help me. Really frustrating to pay all this money for this account and to have such a bad experience.

Having to type in airport codes or citys every time gets annoying. Please allow favorites which provides a list of up to 10 airports to just click on. Seems like a small request but would add to the overall customer experience.

It seems they have removed the option to add the card to my Apple Wallet. I always access my membership card that way. I don’t always have internet on the go and usually you show your boarding card as well that is in the wallet. It is much more convenient to have them in the same place.

Like everybody else is saying, I was kicked off of the old app with no warning and forces to migrate to this new app. I don’t see why they couldn’t just use the old app and update it like everybody else. The bigger issue is that the new app is not functional to log into and the old app does not work anymore. Very poorly executed and frustrating. I hope they fix this immediately.

I received a notification in my old app that it was no longer supported and asked to “upgrade” to this version instead. The issue is that none of the old account data transfers over (you have to create an entire new account from scratch) and the new app isn’t setup yet for all customers, so it’s effectively useless. Terrible customer experience!

Why is there a new app? How is this allowed? New app has basic functionality missing that was there before. Who authorized this at your company??? There was no need for a new app, and you wasted my time and that of the people behind me forcing me on to it. Now this app has disastrous reviews and so do es the other one. Dumb dumb dumb.

I was at AEP Airport in Buenos Aires and the priority pass lounges aren’t appearing on the app. Luckily the Amex and Chase apps both display the priority pass lounge so I was able to identify the lounge and enter with priority pass but why aren’t they appearing on the priority pass app? It makes me wonder which other lounges aren’t appearing. Also many of the reviews are missing, which was a helpful feature on the older version

I am a frequent traveler. Priority Pass used to be great: lounge access for lay overs or when I arrive early. In my last three international flights, I could no longer get into any lounges, at multiple different airports due to crowding. Signs say “we are currently not accepting priority pass members” or something similar. Priority pass is over sold, and this membership means you are the back of the line for getting into any lounges lounge.

You forced us off a perfectly functional app to this new one that can’t even complete the login: “We experienced an issue on our side and we couldn't complete your sign-in.” How do you release something this broken and completely useless? Torpedoing your whole product and reputation for literally no reason. The old app was fine.

1. Why not just roll out an update? Requiring travelers to install a new app and sign in again while walking in an airport is a lot of hassle. 2. I don’t need a favorite airport. I need the nearest airport. 3. Manually adding trips would be a lot of work but no obvious benefit than searching for the airport directly.

App is barely functional. When I had to redownload the app and enter my information I discovered when it asked for your name your First name should be your Last name and Last name first for the app to even find you. When trying to pre-book a lounge it doesn’t even link you to the right times. Almost as bad as their website.

Pretty sad that Priority Pass can’t figure out how to export existing usernames from their old app to this new app for customers using Chase Sapphire Reserve. Allegedly Chase holds the keys to add your email address to this new Priority Pass+ login and so Chase customers have to contact Chase support to then have Chase support tell Priority Pass customer support what your email address is…SAD lol

I’ve never written a review for an app but this app is so terrible that other people must know about it. I get my priority pass membership from chase and I’ve been trying to log into my account for a week with no success. I’ve called, talked to multiple people, sent emails, and it seems like there is nobody competent working for this company. The app does not work, fix it.

Downloaded both apps went through two rounds of two factor authorization and a clunky UX just to copy my membership number and name exactly as it appears from the bank and “get something went wrong, error on our side” no other way to deal with it, no help solutions, no way to sign up. I can see why the app has 1.2 stars.

A little heads up on the app change should have happened. Clearly from the other reviews, you don’t find out UNTIL you go to use it. And taking away the ability to download the card to your Apple Wallet? What a step back. It appears you hired a 1st grader to design & roll out your “+” app. It is not plus in any functionality aspect.

Like many others, got caught off guard at the lounge entry. (Luckily had the pass in my digital wallet, but definitely would’ve been stuck outside otherwise.) Wirh the time to get the new app, it’s still completely nonfunctional. No buttons work, can’t sign in. It really was a horrible le decision to force app change like this. The have a dysfunctional app? Sheesh

The original priority pass app pushed me to get the priority+ app. It is terrible. I was trying to pre-book at a lounge where it stated that pre-booking was available, but then there was no option to actually book. That option was available in the original app. Then it randomly picked a “favorite airport” for me when I skipped to pick one initially.

So they sent me the wrong account number (card) and took an entire year to notify me. Now I have to reload the pass to my digital wallet(because they removed it)….and I also have to download the new app. I do all of that and the app doesnt even work. Over it and these supposed benefits that dont really exist. How do you still not have a lounge in LA?!

This app isn’t ready for the US - I tried logging in with my account number, email address and phone number. It won’t link. When I put in the phone number the only country options it gives is the UK, India, Ukraine and Spain. Unfortunately, the original app isn’t working either so I would give negative stars if I could.

No airport lounge accepts them like they use to and some times there are no lounges. And no customer support. If they accept priority pass they put you on a wait list even though they obviously have space when you look inside (IAD is the worst, tried all the lounges and no success and the airport wasn’t even busy is the saddest part)

Logged in, everything was fine, got a message from the app that there’s something on their end and not working. Used my Apple wallet and also doesn’t work. Waste of time. Waste of money. Just another way for them to take people’s money and hold back benefits. They should have a class action lawsuit for negligence.

Was difficult to sign into this app and I needed user support, which I can admit was quick. However, that minor headache is outweighed by the fact that the app is inaccurate. It pointed me to use Mercantile in DEN, but they refused the membership card saying they haven’t been partnered with them since 2024. Annoying to say the least.

This new upgraded app is useless if not connected to the internet — you can’t check lounges in a foreign country without data, or mid-flight. Seems like a huge oversight for a travel app. Pretty sure the old one downloaded the lounge list to store locally. Please add that back.

Aside from an incredibly inconvenient login / sign up process, we are now (without notice) forced to move to a new app, without any process of merging your information or membership. Truly a disgraceful attempt at premium lounge access.