Frequently Asked Questions
Frequently Asked Questions

Who can use the lounge?

Our lounges are located after security in the departure area and are available to checked-in departing or arriving passengers (please note this excludes arriving passengers at The Club CHS). It doesn't matter which airline or class of ticket you've got, you're welcome to use The Club and Club Aspire lounges.
If you have a lounge access membership card, members of Priority Pass, Lounge Key and Lounge Club are accepted in all our lounges. Access is subject to availability without a reservation.

I have a Priority Pass membership and have a question relating to my account or access to a lounge?

To ensure your question is answered correctly, you’ll need to contact the Priority Pass team direct. You can call the Customer Service Department at 877-535-0259 or alternatively please click here for a variety of contact options as well as an FAQs page which may help with your enquiry

Are children allowed in the lounge?

Infants under the age of 2 years are allowed complimentary access. Children 2 years and older are welcome but must be admitted as a guest by purchasing a pass.

How early can I access the lounge on the day of my booking?

You can arrive three hours prior to your flight time. If your flight is delayed and you are already in the lounge, you may stay longer as long as The Club is open.

Can I leave the lounge and come back?

You can leave the lounge and return during your stay; however, this is subject to availability upon your return. Please ensure you make our concierge aware you are leaving and plan to come back, and you must always keep your luggage with you.
Upon return, you may be required to queue again and wait for an available space.

Do you accept groups?

We do accept groups into all lounges, however, please be mindful of the rules around group bookings: If you are traveling as a group and would therefore like to be seated together in the lounge, please book as a group. Note that we accept bookings on our website for a maximum of 6 people. If you require a bigger booking, please contact us here to enquire about group booking availability. Please note self-assembled groups will not be seated together. To ensure a good lounge experience for all guests, we do ask that large groups are both respectful of those guests around them, and mindful of keeping noise to a reasonable level.

Is there a dress code?

We understand that all our customers want to travel in comfortable clothing with our lounges having a relaxed dress code to reflect this.
We request that our guests dress appropriately. Bare feet or offensive clothing are not allowed.

Is smoking allowed within the lounge?

No, there is no smoking allowed within the lounges.

Can I use my Club Pass in multiple lounges?

No. Your booking is only valid at the stated date, time, and specific lounge. To visit additional lounges a new Club Pass must be purchased.

Do I receive a receipt for my Club pass purchase?

Yes, you will receive an email with confirmation of your purchase.

How will I receive my Club pass?

You will receive a confirmation email with your lounge booking details and a QR code to be presented to our concierge team upon arrival. Please ensure you have this email available via your mobile device or printed.

How do I know which lounge to book?

Book the lounge which is in the terminal and airport you are departing from.
Ensure to check which airport, and in particular which terminal, you are flying from. For security reasons, you cannot use a lounge which is in a different terminal to the one in which your flight departs from.
If you are still unsure which lounge to book, don't worry our team are happy to help you with this. You can use our contact us form here, or call us on 877-535-0259.

Can I buy multiple Club passes at different locations in one booking?

No. You can book one lounge visit at a time as your confirmation and lounge entry details sit within your confirmation email. If you wish to book a different Club location, we require you to do this as a separate follow up transaction.

Can I change my booking?

We understand that your travel plans may need to change for reasons out of your control. In this instance we can offer you the chance to change your booking up to 24 hours before your scheduled flight departure.
Please login to your account, locate the booking under order history, click ‘change booking’. Here you have the option to change your date and time.
If you have any problems changing your booking you can alternatively use our contact us form here, or call our Customer Service Department at 877-535-0259.
Lounge bookings are non-refundable.

I am having problems changing my booking what can I do?

If you have any problems changing your booking, please get in touch via our our contact us form here, or call our Customer Service Department at 877-535-0259.

Can I get a refund for my purchase of a Club pass?

No. Lounge bookings are non-refundable. You have the option to change your booking up to 24 hours before your scheduled flight departure time. If you have any problems changing your booking you can alternatively use our contact us form here or call our Customer Service Department at 877-535-0259.

What if I never used my Club pass can I get a refund?

No, all sales are final. There are no refunds.

What happens if the lounge closes when I have a booking

Sometimes due to circumstances out of our control, we need to temporarily close the lounge. If your booking is impacted by a lounge closure, you can amend it to another date and time up to 24 hours before your scheduled flight time. If however, you do not have upcoming travel plans, please contact us and we will issue a refund for the booking.

When will my Club pass expire

Following the date and time of your scheduled flight departure.


How many people can be included on one booking?

We allow bookings up to a maximum of 6 passengers per booking (including where permitted infants).

Can I use my expired day pass?

No, once your day pass has expired, the voucher will not be redeemable.

My flight is delayed on the day. Can I stay in the lounge until the flight departs?

As you're booking direct through us (www.theclubairportlounges.com), you are covered for delays if and when they occur. This means that should your flight be delayed for any reason; you and your booked party will be welcome to stay in the lounge until your flight departs or the lounge closes.

Can I purchase a Club pass for use by another individual?

You may purchase a Club pass for use of another individual as long as you add their details as the ‘Lead Passenger Details’ so the name on the booking matches their boarding pass information.

Do I need to print my confirmation? What if I forget to bring the printout with the confirmation and QR code?

You can present your QR code on your mobile phone, tablet device or printed. Please ensure you have an option available.

What happens if I have a problem making a booking?

If you experience any problems, then please contact us using the enquiry form here.

If I’ve purchased a Club pass for myself, can I bring guests into the lounge with me?

Guests are permitted subject to availability, but each guest will need to purchase a Club pass at concierge. Additional passes may be purchased for $50 per guest, per visit. Accompanying infants under 2 are admitted free of charge.

Do I have to purchase a Club pass online or can I purchase one at The Club lounge?

You can either purchase a Club pass online, or you can purchase a pass at The Club directly (subject to availability on the day).

How far in advance can I purchase a Club pass?

You may purchase a Club pass up to 24 hours in advance of your scheduled flight departure time. After this time, entry to the lounge can only be purchased at the lounge concierge. This is subject to availability.

Do I have to specify the date the Club pass will be used?

Yes, during your booking journey you are required to add a date and flight time or else you cannot proceed to checkout. Your Club pass is valid for this date, and you can access the lounge 3 hours prior to your flight time.
When you book online, we automatically calculate the time you can enter (three hours prior to your flight time). You may leave the lounge and return during your stay subject to availability of seating. Please ensure you let our concierge aware you plan to come back, and you must always keep your luggage with you.

What if I purchased a Club pass for a specific club, but want to use it at another club?

Your booking is only valid for the specific Club you purchased your pass for. It cannot be used at any other Club.
You have the option to amend the date and time of your booking up to 24 hours before your scheduled flight under your account. You are required to purchase a new Club Pass for a new location.

I can’t find the email with my voucher code in it, can you resend it to me?

Please use our contact us form here if you need your booking details.

Can I get a refund if I am running late and can’t use the lounge?

Unfortunately, not as we reserve a space for you and any guests meaning that other customers may be turned away. All bookings are non-refundable.


What COVID safe measures are in place at The Club lounges?

To keep you and our team safe whilst in the lounge we have enhanced our standards of cleanliness even further, we will be operating a contactless check-in at concierge and have installed hand sanitizing stations throughout the lounge. Please be mindful of any guidance issued by the airport you are traveling from.

Does the lounge provide any refreshments?

Complimentary refreshments are available to all guests and include light snacks, juices, soft drinks, and alcoholic beverages. In addition, individuals can pick up food from one of the dining establishments within the terminal and bring it with them into the lounge.

Can I take food and drink out of the lounge to have on my flight?

No, food and beverages are complimentary for the duration of your stay (unless otherwise stated). Items may not be taken with you when departing the lounge.

Will everything listed on the menu be available during my lounge visit?

Please be advised, menu items are subject to availability on the day of your visit. Please ask a member of staff at the lounge to confirm the selection available.

Is there a limit to drinks & food?

No, food and beverages are complimentary for the duration of your stay (unless otherwise stated). We do ask you to adhere to Club rules and behave in an orderly manner and please be mindful of local laws that prohibits being intoxicated in an airport and on a flight.
Please see our conditions of use here.
To view our lounge food and drink menus, head over to the dedicated lounge page you are interested in and click the food and drink menu.

Do you cater to dietary requirements and allergens?

Yes, we provide gluten free, vegetarian, and vegan options in The Club. If you need any assistance with locating these, please ask a member of staff in the lounge. We do ask that guests with dietary requirements or allergies make themselves known to staff, so that we can provide them with accurate allergen information for our menu that day and put in place the correct precautions.

What information do you provide on food allergens?

We take the safety of our guests very seriously and will do our best to cater for guests with food allergies, with due process in place to support this.
We do ask that guests with allergies make themselves known to staff, so that we can provide them with accurate allergen information for our menu that day and put in place the correct precautions.

What facilities are available at the lounge?

In addition to a relaxing and peaceful environment, guests can use their own mobile, tablet or laptop devices throughout the lounge to connect to the internet. Guests can also watch TV and can enjoy a variety of digital magazines, newspapers, and podcasts available on their mobile, tablet or laptop device while visiting The Club. Some of the lounges have shower facilities; please check the individual lounges for a list of amenities.

Can I reserve the conference room for a meeting?

The Club SJC Terminal A15 offers a conference room to book at a fee. It is recommended that use of the conference room be booked in advance of your arrival at The Club to ensure availability. To reserve a conference room and confirm the current rate, please contact the lounge direct at 408.441.4550 and state the date and time you need reserved. Please note you must be traveling that day as you have to clear security before entering the lounge conference room.

I have never visited an airport lounge, what can I expect?

The Club lounges are an ambient environment away from the hustle and bustle of the main departures area. Once you are in the lounge you can make full use of the services which we offer, which are complimentary light meals, snacks and drinks – unlimited free-to-use Wi-Fi, charging facilities and comfortable seating to relax in and wait for your flight or catch up with some last-minute work.

Do you have shower facilities?

We have shower facilities in selected lounges; please check the individual lounges for a list of amenities.
Showers at The Club are complimentary and subject to availability. Please check with our concierge on the day if they are in use or available.
We have showers at our Club Aspire Heathrow Terminal 5 lounge and can be booked during your visit with concierge, who will allocate you a 30-minute slot. These are priced ad GBP £20 and are subject to availability.

Do your lounges have flight information screens?

Yes, all our lounges have flight information screen, however we do not make flight announcements, please make sure you check these, as it is your responsibility to catch your flight.

Are your lounges wheelchair accessible?

All Club & Club Aspire lounges are wheelchair accessible.

I've lost something, what should I do?

Lost items in our lounges are held for 72 hours. If there is no contact with the guest after this time, then lost property will be handed to the Airport's lost property department. Please contact the relevant airport's lost & found department directly for assistance.

If you have left an item in our lounge and it is within 72 hours of your visit, please use our contact us form and include the following information so we can try best get a resolution as quick as possible.

Name
Contact details
Lounge entry date & time
Lounge/airport of visit
Lost item description