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Airport Lounge FAQ

Due to the volume of mail we currently receive, we have put together these FAQs to help you find the answers you are looking for in a time-efficient manner.

Where can I buy an airport lounge pass?

Lounge passes can be purchased on our booking module.

Important Reminder: Passes MUST be purchased at least 24 hours prior to lounge arrival. Keep in mind time zone differences when planning to make your purchase. We receive many messages from travellers who try to purchase their pass too late. Unfortunately we cannot make a booking under the 24 hour limit.

How do I make a booking?

  1. Visit our booking module.
  2. Select the Country and Airport.
  3. Select the Lounge
  4. Select the Date and Time.
  5. Enter your flight, passenger and payment details.
  6. Print your Pass

Can I book more than one lounge at a time?

Yes, you can book multiple lounges or multiple consecutive time-slot passes for one lounge. Select "Book another lounge" and each lounge will be placed in your cart. The total cost will be displayed for easy reference. When your lounge selection is complete, select "Proceed to Pay".

What is included with a lounge pass? Are there any extra fees at the lounge?

Generally, lounge passes include light refreshments, beverages and the facilities outlined in the lounge description. In the booking module, read the "Additional lounge notes" as this is where you will find out if there are any extra charges at the lounge. To give you an idea of possible extra charges, some lounges may charge extra for alcoholic drinks, international calls, fax facilities, gym, private bedrooms, massages, beauty and hair services, internet, showers and business services. Fees are paid locally at the lounge.

How do I make a change or cancel my lounge pass?

If you would like to change or cancel lounge pass, send your request at least 24 hours in advance of your lounge arrival.

1) Lounge Pass Booking #
2) Airport
3) Lounge Name
4) Date
5) Time
6) Name on Booking

For date changes, we must cancel and refund your existing pass and then you can rebook a new pass with the new date.

No refund will be given for any cancellation notified to Lounge Pass less than 24 hours before the flight departure.

I am trying to purchase a pass for tomorrow, but the website is not loading.

Sorry, bookings must be made at least 24 hours in advance. Visit our lounge guide to find out if the lounge accepts payment at the door.

Important Reminder: Passes MUST be purchased at least 24 hours prior to lounge arrival. Keep in mind time zone differences when planning to make your purchase. We receive many messages from travellers who try to purchase their pass too late. Unfortunately we cannot make a booking under the 24 hour limit.

Where can I get a copy of my lounge pass?

A printed copy of your lounge pass is required to enter the lounge. If you did not print your pass at the end of your booking process, a copy will be sent to the email you used during the booking. If you did not receive a copy by email, please check your spam folder. There should be a message titled "Your Lounge Passes!". If you did not print a copy and you did not receive an email, please send an email to lounges@sleepinginairports.com with the following information:

1) Lounge Pass Booking # (if you have it)
2) Airport
3) Lounge Name
4) Date
5) Time
6) Name on Booking

I am experiencing technical issues with your booking module. Help!

If the date and time are not loading for you, please see the question above regarding the 24 hour booking requirement.

If you are experiencing other difficulties outside of the 24 hour timeframe, send us an email describing your problem together with your operating system, browser and device information (mobile/desktop computer). Our email is lounges@sleepinginairports.com. As of July 25/16, we have a reported conflict with the Safari browser. Use another browser.

My layover is 6 hours, but the lounge pass says that the maximum stay is 3 hours. Can I stay longer?

The maximum stay listed is the validity of the pass. Each pass has a time limit of 3 - 6 hours depending on the lounge. If you would like to stay in the lounge longer than the allotted time, you can purchase multiple consecutive passes. In other words, let's say you purchase your first pass with a start time of 12:00PM, you would purchase your second pass with a start time of 3:00PM. Unfortunately, there are no discounts for multiple purchases.

I am trying to purchase a lounge pass for [ Airport ], but it does not appear in the drop down list. Can you help?

If an airport or lounge does not appear on our booking module, it does not have passes available through our system. Check our site to see if you can still access the lounge by paying at the door or through a membership program.

What form of payment is accepted to purchase a lounge pass?

Visa, Visa Delta, MasterCard or American Express can be used to purchase a lounge pass. All pages on which payment information is exchanged are hosted on a secure server, certificated by VeriSign.

I am flying on [ Airline ] from [ Airport ]. Which lounge should I book?

Please contact your airline to find out which terminal and/or concourse your flight departs from. Alternatively, you can check the airport's web site to see where your flight typically departs from.

I received a "card declined" message when trying to buy a pass. I tried multiple cards and both cards have sufficent funds. Help!

Please contact your bank. Many times, a credit card company has declined the transaction due to it being an internet purchase in a foreign currency. You will need to authorize the purchase verbally to your credit card before they clear up the authorization and you can proceed with your purchase.

I didn't print my pass before closing the window. Can you send me a copy of the pass?

Passes are automatically sent to the email included in your reservation. Please wait a few minutes and it should arrive. If nothing appears, check your Spam folder for a message with the subject line "Your Lounge Passes!". Still no passes? Send an email to lounges@sleepinginairports.com. Allow 24 - 48 hours for a response. Include the following information in your message so that we can track the correct booking:

1) Lounge Pass Booking # (if you happened to write it down)
2) Airport
3) Lounge Name
4) Date
5) Time
6) Name on Booking

Be sure to check your spam folder for a message with the subject line "Your Lounge Passes!"

What is the door rate for [ Lounge ]?

If the information is not already published on the site, we do not know. As of July 2016, we are doing a major lounge update to find this information. When we do receive this information from the lounge, we will publish it on the site immediately. We do not withhold information. All that we know about a lounge or an airport is published on the site.

I have a [ credit card ], does this allow me free access to [ Lounge ] at [ Airport ]?

Please check with your credit card company. Benefits vary according to credit card program and country.

I will arrive at [ Airport ] at midnight. Does the airport have a lounge that is open overnight?

For hours, lounge locations, facilities and lounge access information, visit our lounge guides. All the information that we know about the lounges is published on the site. We do not have secret information offline that we are withholding from readers.

I lost/forgot my wallet in your lounge. Did you find it?

Items left in the lounges are not reported to us. Please contact the lounge directly.

Is it possible to access an airside lounge if my flight is not until the next day?

You can only access the airside, or secure area of the airport, once you have checked in for your flight and dropped off your bags. Check your airline to find out how early you can check-in and drop off your bags.

What happens if I arrive late for my lounge booking?

The lounges generally allow travellers access if you arrive slightly late and within the time you are booked. Should you arrive late and the lounge is busy, you may only be granted access until the end time you are booked. Otherwise, if they have availability, the time of entry can start from the time you get in the lounge.

What is your best rate for [ Lounge ]?

Lounge rates are non-negotiable and can be found on our booking module.

Can I book a sleep room at [ Lounge ]?

Sleep room reservations are available at the lounge door when you arrive.

Can I make a reservation to use the shower at [ Lounge ]?

Showers can not be pre-booked. Please inquire at the lounge door.

What does "Smart Casual" attire mean?

"Smart casual" is described as "neat, conventional, yet relatively informal in style". Travellers wearing dirty clothes, ripped clothing, sports attire (jerseys, baseball caps), and backpacker casual attire are not permitted. Stag and hen parties also also not permitted in some lounges.

What does "Landside" and "Airside" mean?

Landside refers to the area of the airport that is located in the public area of the terminal. Airside refers to the area of the airport that is located past security in the secure zone of the terminal. Travellers in transit will always be airside unless they pass through immigration. If a transit traveller wants to access a landside lounge, they would need to have a Visa (if required) and go through immigration.

What does "Schengen" and "non-Schengen" mean?

In many European airports, you will see reference to "Schengen" and "non-Schengen" areas in the terminals. The Schengen area is for flights with destinations to the 22 European countries that have eliminated passport and border control at their mutual borders. The non-Schengen area is the area for flights going to all other destinations. These countries are included in the Schengen zone: Austria, Belgium, Czech Republic, Denmark, Estonia, FInland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland.

Do you accept group bookings?

Yes! Groups are considered more than 9 passengers travelling together. Visit our booking module. Select the lounge you would like to book. Under "No of Passengers" it says "If booking more than 9 passengers click here". Click the "Click Here" link. This will take you to the group booking form. Complete the information and click the "Submit" button. A customer service agent will check availability and confirm your group. One pass will be issued for the group. No prices are published on the pass.

How do I make a lounge booking and pay at the door?

It is not possible to make a lounge booking and pay at the door. If the lounge offers door rates, you can simply show up at the door and if space is available, you can pay to enter.

I have another question about my lounge pass. Who can I contact?

Send an email to lounges@sleepinginairports.com. If you have already purchased your pass, include your lounge pass confirmation # so that we can quickly reference your booking and lounge information. If you have not already made a booking, include the following information in your email so that we can correctly answer your inquiry:

1) Booking Confirmation # (if you have already purchased a pass)
2) Airport
3) Lounge Name
4) Date
5) Time

Due to the volume of mail we are currently receiving, we can only respond to inquiries about lounges that offer passes through our booking module. For other lounges, all the information we have can be found on the site. If we are missing information, unfortunately the lounge has not provided it to us. In the event they provide us with a contact or additional lounge information, then we will be in a better position to answer your inquiries.

Do you have a question that has not been answered in the above FAQ? Email us at lounges@sleepinginairports.com

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