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FAQs
Will I receive a welcome pack and membership card?
Yes, when selecting the Airport Lounge Passes benefit you will automatically receive a welcome pack and membership cards for the account holders. You can also access your benefit online and through our app which you can download from the Apple App Store or Google Play store. You need to complete the registration process before you can access your benefit online.
Once I have joined, how long do I have to wait to use my membership?
Your welcome pack will be sent out within 7 days and, once activated, will be ready to use. The quickest way to use your airport lounge is to register online or through our app which you can download from the Apple App Store or the Google Play Store.
Who can I contact if my card has been lost or stolen?
In the unfortunate event of your membership cards being stolen call us on 0344 249 9981.
Can I update my account information online?
Yes, you will be able to log in either online or through the app to update all your benefit details however for changes to your name and address you should contact The Co-operative Bank directly.
Is my personal data secure?
Assurant Solutions takes data protection and the privacy of our customers very seriously. We are a Data Controller registered with the Information Commissioners Office in the UK under the number Z8945035.
What do I do if I have forgotten my password?
If you forget your password you can either reset it online, through the app or call us on 0344 249 9981.
Do I get any lounge visits with my membership?
You will get 4 lounge visits per year to use free of charge. If you need more, you can purchase additional lounge passes.
How many airport lounges can I access?
We currently have access to the world's airport lounge network with over 800 lounges around the world.
How do I locate a lounge in the airport?
You can log in online or through the app to find maps showing the location of the lounges within the airport.
How long can I stay in the lounge?
Each lounge will have its own set of terms and conditions so for exact times please contact your chosen lounge directly. However most lounges will permit a maximum of 3 hours.
Can I take other people into a lounge if they do not have a membership?
Only the account holders can use the free lounge pass visits, however you can purchase additional passes at a discounted rate for passengers travelling with you.
Can I take children into an airport lounge and what facilities are there?
Each lounge will have its own set of terms and conditions so please contact your chosen lounge directly. Lounges may have facilities specifically for children such as play areas and some even have games consoles areas. You can log in online or use the app to search for specific facilities.
Can I access a lounge if I have forgotten my card?
The airport lounge cannot allow you access without your membership card. Call us on 0344 249 9981 and we can e-mail you a PDF of your membership card ready for you to print. Your membership card is also available on the app which is ready to use immediately at your chosen lounge once you have registered and signed into the app.
What facilities can I expect to find in a lounge?
Facilities may differ for each lounge however from most lounges you can expect; a VIP lounge; Flight Monitors; Snacks; Non-Alcoholic Drinks; Wi-Fi Access; Televisions; Newspaper and Magazines. You can log in online or use the app to search for specific facilities.
Is there Wi-Fi access in the lounges?
Facilities may differ for each lounge however most lounges will provide Wi-Fi access free of charge. You can log in online or use the app to search for specific facilities.
Do I need any other documents to use my airport lounge pass?
To access the airport lounge you will need your passport and boarding card as these will verify your identity.
Can I use a lounge irrespective of the airline I am travelling with and class of my ticket?
Once you have registered your membership you can use any of our 800+ lounges worldwide regardless of airline or class you are flying with.
Can someone else use my card to gain access?
No, your membership is specific to you. However you can purchase additional passes at a discounted rate for passengers travelling with you.
Can free visits be transferred to the next membership year?
No, your annual number of free passes cannot be transferred to the next calendar year.
How do I view my lounge visits?
You can view your remaining airport lounge passes and previous visits by logging in online or into the app.
Are the airport lounges run by DragonPass?
No, lounges are run by various companies. You can see who runs a specific lounge by logging in online or into the app.
Do lounges provide flight information?
Most lounges will provide flight information boards. Some, but not all, have a broadcast facility for messages so it is important you monitor the flight information board closely for any changes which may affect your flight.
Can I pre-book an airport lounge visit?
Lounges are not always pre-bookable. You can contact a specific lounge directly if this is a necessity for you.
Can I search for a lounge online?
Yes, you can log into our website to find a host of information including lounges, their locations and the facilities they provide.
Is there an app I can download?
Yes, this is available for iOS and Android smartphones.
How do I download the app?
Search for our app at the Apple App Store or the Google Play Store. Once you have downloaded the app, register your membership and within 24 hours your membership will be ready to use.
Does the app work offline?
The app is designed to allow you to search for lounges offline as well as accessing your digital membership card. You will need to connect to the internet to update and refresh periodically.
Can I use the membership abroad?
Yes, you may wish to refresh the app before you travel to reduce any data charges.
Who can I call if I have any queries?
We are available to call 365 days a year 24/7 on 0344 249 9981.
Who administers my airport lounge membership?
Your Airport Lounge Passes membership is managed on behalf of the Cooperative Bank by Lifestyle Services Group Limited in partnership with DragonPass.
Who do I contact to give feedback on a lounge or my DragonPass membership?
If you wish to discuss any aspect of your membership call us on 0344 249 9981. You can also manage your account through the app or the website.
Do I get any lounge visits with my membership?
You will get 4 lounge visits per year to use free of charge. If you need more, you can purchase additional lounge passes at a discounted rate.
What facilities can I expect to find in a lounge?
Facilities may differ for each lounge however from most lounges you can expect; a VIP lounge; Flight Monitors; Snacks; Non-Alcoholic Drinks; Wi-Fi Access; Televisions; Newspaper and Magazines. You can log in online or use the app to search for specific facilities.
How do I locate a lounge in the airport?
You can log in online or through the app to find maps showing the location of the lounges within the airport.
Can I access a lounge if I have forgotten my card?
The airport lounge cannot allow you access without your membership card. Call us on 0344 249 9981 and we can e-mail you a PDF of your membership card ready for you to print. Your membership card is also available on the app which is ready to use immediately at your chosen lounge once you have registered and signed into the app.