Priority Pass

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Priority Pass's key feedback

Overcrowded Lounges

Many users report that lounges are often overcrowded, leading to long wait times and limited seating, which diminishes the value of the Priority Pass membership. Approximately 30% of users seem affected by this issue.

Lounges are always full, making it impossible to enjoy the benefits of my membership.

App Functionality Issues

Users frequently experience problems with the app, such as login difficulties, inability to update card details, and slow performance, which frustrates members trying to access their benefits. This affects about 25% of users.

The app is glitchy and often logs me out, making it hard to use my membership.

Membership Not Honored

Some members find that their Priority Pass is not accepted at certain lounges, especially during peak times, which leads to dissatisfaction with the service. Around 20% of users have encountered this problem.

My Priority Pass was denied at several lounges, even though they were listed as accepting it.

Lack of Customer Support

There are numerous complaints about poor customer service, with users unable to get timely help or resolve issues, which affects their overall experience. Approximately 15% of users have reported this issue.

Customer service is unresponsive, and I can't get help with my membership problems.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Priority Pass

Priority Pass receives mixed feedback. Users appreciate the app's ease of use and the convenience of accessing lounges, but many express frustration with technical issues, such as app crashes and difficulties in finding or accessing lounges. Some users also report dissatisfaction with the lack of available lounges and poor customer support.

#2 RUNNER UP

LoungeBuddy

LoungeBuddy is praised for its user-friendly interface and the ability to easily find and book lounges. Users appreciate the app's comprehensive information on lounge amenities and availability, making it a reliable tool for frequent travelers. However, some users mention occasional issues with lounge access and app functionality.

#3 Straggler

DragonPass

DragonPass receives mixed reviews, with users appreciating the wide range of lounges available and the convenience of digital access. However, many users report issues with lounge acceptance and app functionality, leading to frustration and a perception of unreliability. Customer support is also a common point of criticism.

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Nuggets

Major Highlights of the Week

Overcrowded Lounges

Many users find that lounges are frequently overcrowded, leading to long wait times and limited seating, which diminishes the value of the Priority Pass membership. This issue is exacerbated by the fact that some lounges prioritize business and first-class passengers over Priority Pass members.

The lounge is overcrowded every single time, with absolutely no place to sit.

App Usability Issues

The app is criticized for being difficult to navigate, with frequent login issues and a lack of intuitive design, which frustrates users trying to access their digital membership cards or update personal information. Users report that the app often logs them out and requires re-entry of credentials, which is cumbersome.

App refuses to recognize my password, so I must reset it every time I use it.

Membership Activation Problems

Users experience significant difficulties in activating their accounts or adding their membership cards to the app, often due to errors in the app's handling of card details and expiry dates. This prevents them from accessing the full benefits of their membership.

I tried, my wife tried but none of us was able to open an account.

Inaccurate Lounge Information

The app provides outdated or incorrect information about lounge availability and access times, leading to user frustration when they arrive at lounges that are either closed or do not accept Priority Pass members. This miscommunication results in wasted time and unmet expectations.

Misleading Info – Priority Pass Not Accepted at Lisbon Airport despite being listed in the app.

Customer Service Challenges

Users report poor customer service experiences, with slow response times and unhelpful support when issues arise, such as billing errors or account access problems. This lack of effective support exacerbates user dissatisfaction with the service.

Double charged me for access fee and the refund process is not easy at all.

Limited Lounge Access

There is a growing perception that Priority Pass is not honored at many lounges, especially during peak travel times, reducing the perceived value of the membership. Users feel that the service is not as exclusive as advertised, with many lounges denying entry to Priority Pass holders.

Priority Pass increasingly not honored at lounges during normal travel times.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Overcrowded Lounges

App Usability Issues

Membership Activation Problems

Inaccurate Lounge Information

Customer Service Challenges

Limited Lounge Access

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is mostly unusable. Every time I change from one lounge to another, I have to wait for a security code which takes many minutes to find its way to my email. It’s horrible. It takes so long to access the app that I lost both opportunities to pre-book a lounge.

Giovongio

Week of June 20th, 2025

I've used it three times in four years... most lounges are overcrowded, with unreasonable wait times to enter. After waiting over an hour to get into Atlanta, I found a $130 charge on my card. You're better off getting a credit card with unlimited lounge access.

Meinkor

Week of June 20th, 2025

Priority Pass is no longer useful. Most lounges de-prioritize Priority Pass users, so effectively Priority Pass users cannot access the lounge or are subjected to long waiting lines.

A Google user

Week of June 20th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

Priority Pass is no longer useful. Most lounges de-prioritize Priority Pass users, so effectively Priority Pass users cannot access the lounge or are subjected to long waiting lines.

Koray Okumus

Google Play

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User Experience Report

Report Date

Priority Pass

Top Insights This Week

Overcrowded Lounges

App Functionality Issues

Membership Not Honored

Lack of Customer Support

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts