Frequently asked questions

If you purchased your Dragonpass membership directly through DragonpassGo.com, you should have received the confirmation email with your 16-digit membership number and 4-digit activation code to the email address used during your purchase. Click Activate Membership/Activate Now on the opening page of the Dragonpass app and follow the instructions to complete the membership activation. If you received your Dragonpass membership from an Issuer, click Activate Membership/Activate Now on the opening page of the Dragonpass app and follow the instructions to complete the membership activation.

Please ensure that you have checked all folders of your mail inbox in case the email has gone into your spam/junk or any other folder. If you have still not received it, please contact our Customer Support Team at support@dragonpass.com and we'll be happy to assist.

Please ensure that you have checked all folders of your mail inbox in case the email has gone into your spam/junk or any other folder. If you have still not received it, please contact our Customer Support Team at support@dragonpass.com and we'll be happy to assist.

If you already have a Dragonpass account and acquire another membership, you can have multiple memberships under the same account. This means you only have to remember one login and have all your memberships stored in one place. Log into your membership account in the Dragonpass app, go to the Membership section and select Add Membership. Here you can add a second membership using a new Membership Number and Activation Code. To switch between your memberships to redeem the benefits for each, select the Switch Membership button and select your other membership.

If you have several memberships, at any point, you can view all your memberships in Membership section under Switch Membership. Switch between your memberships in the app to redeem benefits for each membership.

All memberships purchased directly from Dragonpass allow the membership holder to enjoy their benefits with others - however the membership holder must always be present.

Most Dragonpass memberships allow inclusive lounge visits to be used by both a membership holder and guest(s) in available airport lounges. This does not apply to Prestige Memberships, where unlimited lounge visits can only be used by the membership holder.

Any lounge visits topped up in the app can be used by both membership holders and guests.

Airport dining discounts are applied to the total bill, and can therefore be used for multiple diners on the same bill.

Lounge visits are not transferrable between memberships and can only be used within the membership they were purchased from.

Select Log In from the opening page. To ensure successful log in you will need your Membership number or your registered email address, and your password.

You can update your personal information like your contact number and password via the app. Please note that you are not allowed to change the name as the membership is only valid for the registered membership holder.

Absolutely! We use industry-standard SSL/TLS encryption to protect your personal information during transmission. Our website is hosted on secure servers, and we have strong security measures in place to prevent the loss, misuse or alteration of any information collected through our services. Please refer to our privacy policy for more information, which explains how your personal information is stored and protected.

All memberships are valid for 12 months from the date of purchase. After this time, the membership will be marked as expired and can no longer be used. The expiry date is available on the membership card visible in your account in the app. If your membership has been issued through a third-party Issuer, please contact your membership issuer to understand the terms of validity.

The app enables you to change your saved payment card as long as it is an eligible and valid card. You can view all payment cards by selecting Account, then Cards. You can also add a new payment card in your account on the app.

You can view all payments made through the app in the Account section under Bookings & Usage, then History.

Your benefits will be displayed within the Dragonpass app in the Membership section.

You can reset your password in the app by clicking Log In, then selecting ‘Forgot password?’ and following instructions to complete the password reset.

If you have misplaced or forgotten your membership number, please contact our Customer Support Team at support@dragonpass.com with your full name and the email address you used to register. They will be able in touch to provide your membership number for log in.

The self-purchased membership does not renew. To renew, you will need to purchase a new membership through your existing account in the Dragonpass app under Membership, by selecting Add Membership. You will be sent new membership details after successful purchase.

If you received your membership from your Issuer, the renewal method may vary depending on the programme. Please check with your Issuer or contact our Customer Support Team at support@dragonpass.com for more details.

We offer a 14-day cooling off period, this allows you to cancel your membership up to 14 days after purchase if it has been unused and you will receive a full refund. If you have used your Dragonpass membership to redeem any service, or the cancellation request is received later than 14 days after purchase, then, unfortunately, we cannot provide a refund.

Your digital membership card number can be found in the Membership section of your Dragonpass app account.

Enter your airport location using the search field on our website or at the top of the Home page in the Dragonpass app. When you click on the lounge icon you will see a list of the lounges available in that location. Each lounge page provides directions on how to find the lounge and additional information about that lounge.

Please note that you can view our full lounge network on our website.

Your app allows you to view available lounges for your membership.

The amenities and facilities offered by each lounge will vary. The most common facilities include comfortable seating, a selection of refreshments, internet access, televisions, flight status monitor, newspapers and magazines. You can check the list of facilities provided at a certain lounge by searching for the respective airport on our website or app and selecting the lounge of your choice.

All memberships purchased directly from Dragonpass allow the membership holder to enjoy their benefits with others - however the membership holder must always be present. If the lounge permits guests, you will must have enough entitlements in your membership. One lounge visit entitlement will be deducted for each guest. If you received your membership from your Issuer, please check with your issuer for more details about guest access.

While you can bring guests into the lounge, it is important to note that each lounge has its own policies regarding guests and children. Please check the lounge information in the lounge description provided in the app.

For selected locations, Dragonpass offers you more than just lounges in the airport. As a lounge alternative you can use your lounge visit to redeem a meal or spa treatment within the airport, as stated in the app. If you received your membership from your Issuer, please note that your Issuer may have a customised list for you.

The services provided vary from relaxing treatments to use of leisure facilities. The details of what each Spa can offer you are listed in the Dragonpass app and website. Simply search for the airport of your choice on one of these platforms to find the Spa options available at that location.

Present your digital membership card in the Dragonpass app on your mobile phone together with your travel documents (passport and boarding pass) to the lounge staff to validate your identity. They will then verify that you have sufficient visits and allow you to access the lounge to enjoy the lounge services.

No. In order to access a lounge you will need to present your digital membership card in the Dragonpass app.

For most of our lounges there is no need to book in advance. Simply present your membership via Dragonpass mobile app to the lounge staff on arrival. Prior to your visit, you can use our app or website to check on the lounge operation hours. Walk-in entry to lounges cannot be guaranteed and lounge access is subject to availability, so advance booking is offered as an option for many lounges.

Lounge access is subject to availability on the day of travel. We often have multiple lounges available in our airports, so if one is unavailable, you can normally get access to another lounge. You can check what lounges we have available in the airport in the Dragonpass app or website. Please note that we also offer airport dining discounts in most airport locations, which is an alternative option too.

Yes, you can use Dragonpass service regardless of who you are travelling with and the class of your ticket as long you have a valid Dragonpass membership. However, please note that some lounges may have their own T&Cs. So, we would recommend you check the information of your chosen lounge in the Dragonpass app or website.

Entitlements are noted underneath your digital membership card in the Membership section under Entitlements.

You can add additional lounge visits to your membership in the app under the Membership section. Go to top-up entitlements to access the lounge. If you received your membership from your Issuer, you would need to check if the Issuer allows you to add visits to your membership in the app.

If allowed as part of your membership, you can go to Membership, then Top-up entitlements and add the number of visits that you would like to purchase. The visits will be immediately added to your membership to be used, and they match the validity date of your membership. Please make sure you are logged into your membership account.

You can use membership visit in all lounges within the Dragonpass network unless otherwise stated by your membership Issuer.

Your lounge visits have the same validity date as your membership unless otherwise stated by your membership Issuer.

Yes, you can request a refund for unused topped-up or additionally purchased)lounge visits by contacting the Dragonpass Customer Support Team at support@dragonpass.com before your membership expires unless otherwise stated by your membership Issuer.

The maximum staying time of each lounge will vary. Please refer to the terms and conditions of your chosen lounge on the Dragonpass app or website for more information.

If your chosen lounge is full at the point of entry, you can see what alternative lounges and restaurant options we offer in that airport or terminal.

There are various other benefits, such as dining discounts and Spas, that can be utilised if there is no lounge in your selected airport. Please refer to your membership in the app for information on what restaurants and spas are available at your chosen airport.

We are adding new lounges to our program on a monthly basis. If there are no lounges at your most visited airport, please email our Customer Support Team at support@dragonpass.com to see what upcoming options there may be with regards to new lounges.

If you have a complaint regarding a lounge visit, please contact us at support@dragonpass.com or click 'Contact us' in the 'Account' section of the app where you can send us an email detailing your experience.

f you didn’t stay long and didn’t consume any services, please inform the lounge staff before leaving to help ensure your visit isn’t deducted or charged. Keep in mind that the decision to cancel a visit is at the lounge’s discretion and may depend on the specific circumstances.

If you’d like to dispute a visit or provide feedback, please contact us within 30 days of your lounge visit. We may need to follow up with the lounge, and some lounges don’t retain visit records beyond 30 days. We cannot guarantee a resolution if your request is submitted after this timeframe.

All memberships purchased directly from Dragonpass allows membership holders to redeem the various meal vouchers, promotions and discounts at dining establishments within our global network.

If your membership was issued through a third party issuer, your dining offers may vary. Please log in to the app to check what is available to you through your issuer. For any further questions, please reach out directly to your issuer.

Browse participating restaurants at your chosen airport location in the App, select your preferred dining outlet, choose the offer you’d like to use, and click ‘Redeem Offer’.

Present the digital restaurant voucher or QR code to the restaurant staff before placing your order or requesting your bill. The applicable discount will be reflected on your final bill, and you will pay any remaining balance, if applicable. Please note that offers and benefits may vary by participating dining outlet.

• A discount is a percentage off the total bill.

• A promotion is a specific item that can be redeemed at a reduced cost or received for free, depending on the purchase of the item.

• A meal voucher provides a fixed amount off the bill, where the displayed value is deducted off the bill in exchange for an entitlement.

• A set-meal is a specific selection of items that can be redeemed in exchange for an entitlement. The details of the meal will be outlined on the app.

Ask the outlet for more information if required.

Discounts and promotions do not use any of your entitlements. Meal vouchers and set meals do require entitlements, so please ensure you have enough available before placing an order at a participating dining outlet.

• Meal vouchers: Only one entitlement can be used per redemption, per cardholder.

• Set meals: A maximum of two entitlements can be used, one for the cardholder and one for a guest.

The Dragonpass dining offers cannot be used in conjunction with any other promotions or discounts offered by the same participating dining outlets.

A list of participating dining outlets is available on our website and in the app under the ‘Dining’ section, where you can view offer details for each participating restaurant or dining outlet.

Please check with the restaurant upon arrival when presenting your Dragonpass membership, before placing your order, to confirm any specific details related to the offer or benefit.

Each participating restaurant or dining outlet reserves the right to apply its own terms and conditions. These may include policies on menu availability, dress code, party size, tips, taxes, and food or drink exclusions.

You can redeem meal vouchers or set meals once every 5 hours, within the valid period of the dining program, unless stated otherwise.

There is no time limit between uses for discounts and promotions, these can be used as often as they are available.

Yes, your family and friends can enjoy dining discounts and promotions as long as you are traveling together and present the redemption page.

Airport Fast Track lanes provide a quicker way to pass through airport security. They allow you to skip long, slow queues, helping you reach security faster and enjoy more time in the departure lounge.

Using Fast Track lanes reduces stress and gives you extra time to relax in an airport lounge, shop, or explore dining options.

Yes, you will need both your boarding pass and your Fast Track pass to use an airport Fast Track lane. Please ensure all documentation is ready before entering the lane.

Once you’ve ordered a Fast Track pass, a confirmation email will be sent to you. Your Fast Track pass will be attached to the email and will include a QR code. Show this QR code to staff at the entrance of the Fast Track lane you’ve booked. If the lane uses electronic gates, you can scan the QR code directly.

If your selected Fast Track lane doesn’t use QR codes, you may need to present your booking confirmation to the staff or enter a booking reference instead. These details will be included in your confirmation email.

Fast Track lanes are clearly marked in the airport security area. There will either be a staff member or an electronic gate at the entrance to ensure that only passengers with a valid Fast Track pass can enter.

Opening times differ depending on the Fast Track lane you book. Please check the opening and closing times listed for the airport you’re travelling from.

Once a booking has been made, no changes, including adding or removing additional travellers can be made. If you need to modify your Fast Track booking, you will need to cancel and rebook. We recommend doing this as early as possible to ensure availability for your new booking.

Please make sure to review the cancellation terms and conditions for your selected airport. These can also be found in your Fast Track booking under the ‘Bookings & Usage’ section in the Dragonpass app.

Yes, you can book multiple Fast Track passes in a single order. You’ll need to provide the details of each traveller at the time of booking. Please ensure all information is accurate, names must match the passports exactly.

Each Fast Track lane has its own age restrictions. Please make sure to check the details on the airport page for the Fast Track lane you wish to book.

Some airports may allow same-day bookings, while others may not. We recommend booking in advance to avoid any complications on the day of travel. Be sure to check the details of the Fast Track lane in advance to prevent disappointment.

Fast Track passes can be booked up to 3 months in advance of your visit.

In most cases, Fast Track lanes will be the quickest option to get to security. However, please note that we are unable to offer refunds for your Fast Track pass if there is no queue in the standard lane.

Please check that the details on your Fast Track pass are correct, including the date and your designated time slot for accessing the Fast Track lane.

If everything is correct and you're still experiencing issues, please speak to a member of staff at the airport and show them your booking details for further assistance.

Depending on how late you are and which airport your booking is for, you may still be able to use your Fast Track pass. This is entirely at the discretion of the airport, not Dragonpass. You can try scanning your pass at the gate as usual or speak to a member of staff near the Fast Track entrance for assistance.

Your Fast Track pass will be sent to you as an email attachment. You can print it out if you prefer.

If your flight is cancelled more than 72 hours before your booked time slot, you will be able to cancel the booking via the Dragonpass app.

For cancellations made less than 72 hours before your booking time slot, Dragonpass does not accept liability for any failure to fulfil our obligations due to events beyond our reasonable control.

Please refer to the full Terms and Conditions, clause 4.2.14, for more details.

If your terminal is changed more than 72 hours before your booked time slot, you will be able to cancel the booking via the Dragonpass app.

For cancellations made within 72 hours of your booking, Dragonpass does not accept liability for any failure to fulfil our obligations due to events beyond our reasonable control.

Please refer to the full Fast Track Terms and Conditions, clause 4.2.14, for more information.

Cancellations depend on the airport where you’ve booked a Fast Track lane. To check if your selected airport allows cancellations and the required notice period, please refer to the booking details in the ‘Bookings & Usage’ section of the Dragonpass app, the ‘Important Notes’ in your confirmation email, or the Fast Track service description in the Dragonpass app or on the website.

If you wish to get in touch with the Dragonpass Team, you can do so by contacting us at support@dragonpass.com.

The Fitness module allows you to find gyms and fitness classes near you, wherever you are in the world. You can book access directly through the Dragonpass app and maintain your fitness routine both at home and abroad.

You can manage and cancel your booking by going to “Bookings & Usage” in the Account section of the app.

You can cancel a fitness class up to 2 hours before the class time for a full refund. Gym day passes can be cancelled any time before the gym closes on the booking date. Entitlements are refunded immediately, but if paid by card, refunds may take up to 30 days to appear back in your bank account.

The class may have become fully booked while you were completing your order. No payment or entitlements have been taken, you can browse the schedule to find an alternative class and try booking that instead.

While we have extensive coverage worldwide, gym access is not available in every city or country. Our third-party provider, Boddy, is continuously expanding its network of gyms across the globe.

Some bookings may require manual approval from the gym. Your booking will remain marked as "Pending" while we wait for the gym to confirm. You’ll receive an email notification within 6 hours of making the booking. You can also track the status in the Bookings section of My Account.

Some bookings that require manual approval by the gym may be automatically cancelled if the gym does not respond. This ensures you have enough time to find an alternative gym. In some cases, the cancellation may be due to an unexpected issue at the gym itself. You will always be notified via email if there are any changes.

At this time, only the named Dragonpass account holder is permitted to make a booking and attend the gym. Entry may be denied to anyone else, and you may still be charged.

At this time, only the named Dragonpass account holder is able to make a booking and attend the gym. Anyone else may be rejected entry and you will still be charged.

You can view and book up to 7 days in advance at participating gyms. Availability is based on the gym’s local time zone.

All class schedules and bookings are shown in the local time zone of the country where the gym is located.

You can find the gym’s contact details by visiting the gym listing page in the Dragonpass app.

You must use the Dragonpass app to check in for your gym booking. Venues will not accept an invoice or email as proof of booking.

You can access your booking via the "My Bookings" section on the home screen or under "Bookings & Usage" in the Account section. From there, tap "Check in" and show the confirmation to the gym.

• Check-ins are possible from 1 hour before a class starts until 1 hour after it ends.

• Day passes can be used anytime on the day of the booking.

Please speak directly with the gym if you have any questions, concerns, or complaints about the gym or class. Dragonpass acts solely as a booking facilitator and is not responsible for the services, facilities, or policies of gym venues.

You can contact the Dragonpass Customer Services team at support@dragonpass.com for any issues related to the app, payments, or your booking experience. For venue-related matters such as classes, facilities, and more, please contact the gym directly.

You can view the supported languages on the class listing page before making a booking.

Unfortunately, we’re unable to offer refunds for missed classes. A space was reserved for you, which prevented others from attending.

A day pass allows access to gym facilities on a specific day. It is not an instructor-led class, you will be able to use the gym equipment independently only during that day.

Dragonpass only provides the booking platform and does not manage or operate the gyms or fitness providers listed. We do not take responsibility for the services, facilities, or policies at any venue.

If you have any issues, questions, or complaints about your experience (such as equipment, safety, rules, or customer service), please contact the gym or provider directly.

Dragonpass is not responsible for any loss, injury, damage, or other issues that may happen while using the gym’s services.

For full details on a gym or provider’s policies and terms, please check the contact information on their listing page.

You can pay as you go using a credit or debit card. If your Dragonpass membership is provided by another issuer, you may have entitlements that can be used instead.

Yes, you can update personal information such as your contact number or password within the app.

Please note: you cannot change the name on the account, as membership is only valid for the registered membership holder.

Yes. Log in using your membership number or email address and password.

Then go to: Account > Settings > Enable Biometrics for Login and toggle it on.

You can still access the app without Wi-Fi or data by using your device’s biometric login.

To enable offline access, go to: Account > Settings > Offline Access and toggle it on.

No, we cannot accept payments over the phone for security reasons. All payments must be made digitally through the Dragonpass app.

We offer a 14-day cooling-off period for all memberships. If you're not satisfied with the service, you may cancel and request a refund within this period. After the 14 days, we’re unable to offer a refund, even if the membership hasn't been used.

Inclusive visits are non-refundable. However, if you've purchased (topped up) additional lounge visits and haven't used them and your membership is still valid, you can request a refund by contacting our Customer Support Team at support@dragonpass.com .

First, check all folders in your email inbox including spam and junk. If you still haven't received a receipt, please contact our Customer Support Team at support@dragonpass.com, and they’ll assist you.

Please contact our Customer Support Team at support@dragonpass.com . Include the last 4 digits of your payment card in your message, and they’ll be able to send you your receipt.

Refunds typically take 5–10 working days from the time they are processed to appear back in your bank account.