Popular FAQs

What is DragonPass?

DragonPass is a one stop premium airport service provider where members can enjoy airport lounge access, enjoy dining discount in participating outlets and reserve Meet & Greet and Limousine service to enjoy a wholesome airport experience.

How I do get/purchase a DragonPass Membership?

You can purchase our DragonPass membership with price starting from £68 and US$99 from our mobile app, website, or calling our 24/7 hotline on +886 4-2206-8053 or our UK office English Service Hotline: +44(0) 161 929 8844 (Office Hour : Monday to Thursday 9AM-5PM, Friday 9AM-4:30 PM UK Time). Alternatively, you may receive a DragonPass membership from corporate partners of DragonPass including credit card issuers, financial institutions, insurance companies, mobile, travel and automotive companies (referring as “Issuer” in general).

What’s the benefit I can get by joining DragonPass?

All eligible users who have successfully registered on the App or Website will receive an account which allows cardholder to enjoy the below benefits in the App. • Single Lounge Pass – purchase lounge pass without subscribing a yearly plan. • Limousine – pay as you go • Meet & Greet – pay as you go For users who have successfully registered and subscribed a Membership Plan will receive a membership which allows member to enjoy the below benefits in the App. • Lounge Access – use your complimentary or purchased lounge visits in the membership. • Single Lounge Pass – purchase lounge pass if your membership runs out of lounge visit. • Dining - Up to 20% discount at participating dining outlets worldwide • Limousine - 5% discount per booking • Meet & Greet - 5% discount per booking For Specific Issuer program, your issuer determines the specific benefits for your membership. Contact your issuer for a list of additional benefits and eligibility.

How do I download the App?

The App can be downloaded from App Store or Google Play Store by searching for “DragonPass”.

What facilities can I expect to find in a lounge?

You will be entitled to facilities like refreshments, television, complimentary internet access, shower, and flight status updates etc. Please do note that the availability of facilities varies between different lounges.

Can I bring my guests, who are not a DragonPass members to access the Lounge?

Yes, if you purchased your membership in our mobile app or website, you can bring your guests into the lounge. Please do take note that you will need to have sufficient visit top up in your membership card as one visit will be deducted from it for each guest accessing the lounge. - For memberships purchased before 1st May 2019, you can pay £16 or US$27 to add an additional lounge visit in our mobile app or website. - For memberships purchased after 1st May 2019 you can pay £19.5 or US$31 to add an additional lounge visit in our mobile app or website. If you received your membership from your issuer, please do check with your issuer for more details about rules of bringing guests to access the Lounge.

Is my information secure on the web?

Absolutely! We use industry-standard SSL encryption technologies when transferring and receiving your personal information. Our website is hosted on secure servers which are certified by VeriSign. We have appropriate security measures in place to protect against the loss, misuse or alteration of information we have collected from our service. Please refer to our privacy policy for more information about your personal information will be stored.

Can I update my personal information online?

You can update your personal information like your contact number and email via our website. Please do note that you are not allowed to change the name as the membership is only valid for the registered cardholder.

Membership

How I do get/purchase a DragonPass Membership?

You can purchase our DragonPass membership with price starting from £68 and US$99 from our mobile app, website, or calling our 24/7 hotline on +886 4-2206-8053 or our UK office English Service Hotline: +44(0) 161 929 8844 (Office Hour : Monday to Thursday 9AM-5PM, Friday 9AM-4:30 PM UK Time). Alternatively, you may receive a DragonPass membership from corporate partners of DragonPass including credit card issuers, financial institutions, insurance companies, mobile, travel and automotive companies (referring as “Issuer” in general).

Do I need to activate my DragonPass membership before using it?

The self-purchased membership will be activated and ready to use right after the purchase. If you received your DragonPass membership from Issuer that comes along with a Membership No. and Activation Code, you will need to activate your DragonPass membership by following the activation instructions in the App.

Can I share my DragonPass membership with others?

No, you cannot share the membership with others as you will be required to be present for verification due to security reasons.

What’s the Validity of my membership?

The self-purchased membership will be valid for one year from the date of purchase. If you received your membership from your issuer, the validity of membership may vary depending on the program, please check with your issuer for more details.

What if I have several memberships?

If you have several memberships, at any point, you can view all your memberships in “My Cards” section and switch between your memberships in the App to redeem benefits for each membership.

What happens if I forgot my password? Will my membership still be valid?

Your membership along with the benefits are valid as long as your membership is activated and eligible. If you forgot your password, you can reset your password in the app or contact us by calling our 24/7 hotline on +886 4-2206-8053 or our UK office English Service Hotline: +44(0) 161 929 8844 (Office Hour : Monday to Thursday 9AM-5PM, Friday 9AM-4:30 PM UK Time) for assistance.

How do I renew my membership?

The self-purchased membership has to be renewed by calling our UK office English Service Hotline: +44(0) 161 929 8844 (Office Hour : Monday to Thursday 9AM-5PM, Friday 9AM-4:30 PM UK Time). Our staff will direct you to complete the renewal process and extend the validity of membership for you. If you received your membership from your issuer, the renewal method may vary depending on the program, please check with your issuer for more details.

How do I cancel my membership?

All DragonPass membership purchased from DragonPass website and application are not refundable. For DragonPass membership that are purchased from other issuers subject to respective issuer's terms and condition. You can request to terminate your DragonPass membership or cancel Lounge service visit by calling our customer hotline or emailing us and a staff will be assigned to assist you.

How many types of voucher does DragonPass have in the App?

There are four voucher categories in the App: - General Voucher (For Lounge, Dining FastPay, Limousine and Meet & Greet) - Lounge Voucher (For add lounge visit and purchase lounge pass) - Limousine Voucher (For booking limousine service) - Meet & Greet Voucher (For booking Meet & Greet service)

How can I get vouchers for purchasing services in the App?

You may receive vouchers from the campaign with Issuer program. Specific Terms and Condition apply for Issuer program.

What’s the validity of my voucher in the App?

The validity of voucher is indicated on the voucher itself, which may vary based on the Issuer program.

Where can I use the voucher in the App?

The voucher can only be used for purchasing specified service indicated on the Voucher itself. - General Voucher (For Lounge, Dining FastPay, Limousine and Meet & Greet) - Lounge Voucher (For add lounge visit and purchase lounge pass) - Limousine Voucher (For booking limousine service) - Meet & Greet Voucher (For booking Meet & Greet service)

Can I transfer vouchers to my friends or exchange it for cash?

The voucher cannot be transferred or exchanged for cash.

How many vouchers I can use for one booking in the App?

Only one voucher is allowed to be used for one booking for the specified service in the App.

Can I get a refund if the total amount of my purchased service is less than the face value of the voucher I use?

Sorry, no refund will be given if the total amount of your purchased service is less than the face value of the voucher you use.

How do I proceed the purchase if the total amount of my purchased service is more than the face value of the voucher I use?

You will have to complete the payment process by using a valid payment card in the app, if the total amount of your purchased service is more than the face value of the voucher you use.

Lounges

Where can I find my membership number to access lounges?

If you have subscribed a DragonPass Membership Plan or received your Membership from an Issuer, your digital membership number can be found in “My Cards” section or in the “Profile” section by clicking on “Memberships”.

How can I find a participating airport lounge in my location?

Select your airport location using the search field at the top of the App’s home page. When you click on the lounge icon you will see a list of the lounges available in that location. You can also view the whole lounge list on the website, but the App allows you to view available lounges for each membership in case your Issuer have customized list for you.

Why there are Meal/Spa options on the lounge list?

For selected locations, DragonPass offers you more than just lounges in the airport, as lounge alternative, you can use your lounge visit to redeem a meal/spa treatment as stated in the App. Your Issuer may have customized list for you.

How do I access the airport lounge?

Present your digital membership using the App on your mobile phone to the lounge staff for simple membership verification. Upon successful verification, you can proceed to enjoy the lounge services.

What facilities can I expect to find in a lounge?

You will be entitled to facilities like refreshments, television, complimentary internet access, shower, and flight status updates etc. Please do note that the availability of facilities varies between different lounges.

Can I access a lounge without my membership?

No. In order to access a lounge you will need to present your digital membership/physical membership.

Do I need to book in advance to access airport lounges?

There isn’t a need to book in advance. Simply just present your membership via our mobile app to the lounge staff on arrival. Prior to your visit, you can use our mobile or website to check on the lounge operation hours.

Can I use DragonPass service regardless of the airlines/high speed trains and class of my ticket?

Yes you can use DragonPass service regardless of who you are travelling with (Airlines/Trains) and the class of your ticket as long you have a valid DragonPass membership.

How can I find out if I have any complimentary lounge visits?

Complimentary visits are noted underneath your lounge membership number. If you have purchased a Membership Plan or your Issuer has awarded complimentary visits, the number of visits will be displayed next to “Total Lounge Visits”.

How can I access an airport lounge if I have no complimentary visits in my membership?

You can purchase Single Lounge Pass or add additional visits to your membership in the App or Website to access the lounge. - For memberships purchased before 1st May 2019, you can pay £16 or US$27 to add an additional lounge visit in our mobile app or website. - For memberships purchased after 1st May 2019 you can pay £19.5 or US$31 to add an additional lounge visit in our mobile app or website. If you received your membership from your Issuer, you will need to check if the Issuer allows you to purchase Single Lounge Pass or add visit to your membership in the App or Website

How do I add lounge visit(s) to my membership?

If allowed, you can go to “Profile” or click on “My Card”, then Click on “Add Visit(s)” and the number of visits that you would like to purchase.

Where can I use my complimentary visit/newly added lounge visits in my membership?

You can use membership visit in all lounges within the DragonPass network unless otherwise stated as per Issuer.

What is the validity date for my complimentary visit/newly added lounge visits?

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

Can unused newly added lounge visits be refunded?

Yes, you can request for a refund by calling DragonPass customer hotline before your membership expired unless otherwise stated as per Issuer.

Can I bring guests or children to the airport lounge?

Each lounge has its own policies regarding guests and children. Please check the lounge information in the lounge description provided in the App. If the lounge permits guests, please do take note that you will need to have sufficient visit toped up in your membership as one visit will be deducted from it for each guest accessing the lounge. If you received your membership from your issuer, please do check with your issuer for more details about rules of bringing guests to access the Lounge.

I am not satisfied with my recent lounge visit, how can I file a complaint?

If you have a complaint regarding a lounge visit, please send an email to enquiries@dragonpassuk.com

How do I purchase a single lounge visit pass?

If allowed, search for the lounge that you would like to visit and click on “Purchase Pass”. Fill in the visit date and the number of passes required. Follow the payment instructions to complete the purchase. Your Pass will be accessible by clicking the order in “My Order History”

Where can I use the single lounge visit pass?

You can only use the single lounge visit pass at the lounge that you have purchased the pass for.

What is the validity date for my single lounge visit pass?

Your single lounge visit pass is valid for 90 days from the purchase date.

Can unused single lounge visit pass be refunded?

Yes, you can request for a refund by pressing “Cancel Order” under your single lounge visit anytime after the purchase if it is unused. Your refund will be credited to your payment card account within 15 working days.

I am not satisfied with my recent lounge visit, how can I file a complaint?

If you have a complaint regarding a lounge visit, please send an email to enquiries@dragonpassuk.com

Dining

What offer I can enjoy at the participating dining outlets?

Simply browse participating restaurants in your airport location, select the dining outlet of your choice. You may see icon of “Discount” “Coupon” or “FastPay” showing in different outlet, means you the respective service is available in the outlet.

What does the “Discount” icon mean at the participating dining outlets?

“Discount” means you can simply click “Redeem Offer” on the page and present your digital membership card or restaurant voucher code to the restaurant staff before ordering and requesting your bill. The applicable discount will be reflected on your final bill and you pay for the difference. Each discount rate will depend on each participating dining outlet.

What does the “Coupon” icon mean at the participating dining outlets?

“Coupon” means you can use the “Dining Coupon” with certain face value you receive from Issuer or campaign. The respective amount will be reflected and offset on your final bill and you pay for the difference.

What does the “FastPay” icon mean at the participating dining outlets?

“FastPay” means you can use pay your bill directly in the App and enjoy a certain discount. Each discount rate will depend on each participating dining outlet.

Can I combine the DragonPass offers along with other promotions or offers in the same outlet?

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

How can I find participating dining outlets?

A list of participating dining outlets is available in the App in the dining section. You can find details of offers for each participating restaurant/dining outlet.

What are the terms and conditions for restaurant/dining program benefits?

Each restaurant or dining outlet reserves the right to operate under their own specific terms and conditions. These may relate to menu availability, dress code, total party size and food/drink exclusions. Check with the restaurant upon arriving when you present your membership or restaurant voucher before ordering.

How often can I use DragonPass dining offers?

You can use the dining discounts as often as you like within the valid period for the dining program.

Can I use the discount to pay for meals for my family and friends?

Yes, your family and friends can enjoy the dining discounts too as long as you are travelling together.

Limousine

How do I reserve Limousine service?

All Limousine services are required to be reserved 72 hours in advance of scheduled pick-up time in the app or by calling our 24/7 customer hotline at +886 4-2206-8053. If your Issuer does not provide limousine service, please do contact your Issuer for more information.

How do I know if I have successfully reserved Limousine service?

After you have successfully made a reservation via the App, you will be able to see your reservation details under the ‘My Order History’ in the App. You will also get a confirmation SMS and email at the mobile number and email address provided for the reservation.

Will I know the driver’s details for Limousine service reservation?

For a Limousine reservation, you will receive the driver’s detailed information via SMS text message and email at least 3 hours before your scheduled pick-up time. For information on your booking, you can check the booking details anytime under the “My Order History”.

Is there any limitation for Limousine service?

You can only reserve Limousine service from airport to a single destination chosen by you or vice versa. No additional drop offs or pickups from other locations are permitted.

Can I cancel/amend a reservation for Limousine service?

Any cancellation or change to the timing for Limousine service are required to be made 24 hours in advance of scheduled service time to be eligible for refund. Refunds will be issued based on the payment method you have used and will take up to 7 to 14 Business days.

Who should I contact if I have not received a confirmation SMS or email for information on my driver?

If you have not received a confirmation SMS/email or driver information, please contact our 24/7 customer hotline at +886 4-2206-8053.

How will the driver contact me for pick-up?

The assigned driver will contact you on the mobile number provided when the reservation was made. Please ensure that the number you input during the booking process is the one that is needed to be contacted when your driver arrives.

Is there any surcharge for the Limousine service?

There will be a surcharge of 20% for all Limousine service that is booked between 21:00 to 08:00 hours. Extra Mileage charges, baby seats and holiday surcharges may be applicable, vary from location to location.

How long will the driver wait for me prior to pick-up time?

Waiting time for Limousine service as per below: 1)Arrival: 60 minutes based on actual flight arrival time. If you never board the limousine within the waiting time, limousine service will be cancelled, and no refund will be given. 2)Departure: 15 minutes based on actual pick up time. If you never board the limousine within the waiting time, limousine service will be cancelled, and no refund will be given.

Where can I find the latest price and locations covered by DragonPass Limousine service?

Select your airport location using the search field at the first step of booking Limousine service in the App. The App will only allow you to book Limousine service for specific locations in case your Issuer have customized locations for you. DragonPass reserves the rights to adjust the mileage & price, remove location or add on new locations to the App from time to time without prior notice to customers.

Meet & Greet

How do I reserve Meet & Greet service?

All Meet & Greet services are required to be reserved 72 hours in advance of scheduled service time or by calling our 24/7 customer hotline at +886 4-2206-8053. If your issuer does not provide Meet & Greet service, please do contact your Issuer for more information.

How do I know if I have successfully reserved Meet & Greet service?

After you have successfully made a reservation via the App, you will be able to see your reservation details under the ‘My Order History’ in the App. You will also get a confirmation SMS and email at the mobile number and email address provided for the reservation.

Will I know the service details for Meet & Greet service?

For a Meet & Greet reservation, you will receive the service details including meeting location via SMS text message and email at least 3 hours before your scheduled service time. For information on your booking, you can check the booking details anytime under the “My Order History”.

Can I cancel/amend a reservation for Meet & Greet service?

Any cancellation or change to the timing for Meet & Greet service are required to be made 48 hours in advance of scheduled service time to be eligible for refund. Refunds will be issued based on the payment method you have used and will take up to 7 to 14 Business days.

Who should I contact if I have not received a confirmation SMS or email for information on my service?

If you have not received a confirmation SMS/email information, please contact our 24/7 customer hotline at +886 4-2206-8053.

What if I arrive at the airport after the scheduled service time?

DragonPass is not responsible for passenger(s) arriving late to the airport which results in denied check in or boarding the aircraft.

Where can I find the latest price and locations covered by DragonPass Meet & Greet service?

Select your airport location using the search field at the first step of booking Meet & Greet service in the App. The App will only allow you to book Meet & Greet service for specific locations in case your Issuer have customized locations for you. DragonPass reserves the rights to adjust price, remove location or add on new locations to the App from time to time without prior notice to customers.