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Business Profile

Travel Club

Priority Pass, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Club.

Complaints

Customer Complaints Summary

  • 48 total complaints in the last 3 years.
  • 16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/10/2025

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I earned a free year of Priority Pass via a ****************** promotion. I am trying to cancel my membership before I am charged for renewal. I contacted Priority Pass via their website and then by calling them directly. I was informed that since I was given the first year from ****************** I would need to to call them to cancel the membership. I called ****************** and they called Priority Pass while I was on the phone with the representative and Priority Pass refused to cancel the membership. Priority Pass now told us (myself and ******************) that the bank I used for a guarantee when I signed up (*****) would need to cancel the membership. I called ***** and they said they are not involved and that isn't something they do. I want this account cancelled before I am charged the renewal fee.

  • Initial Complaint

    Date:05/31/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I canceled my account via phone call last year. But for some reason my account was not deleted nor I received a refund of $99. I paid the $99 this year on May 22, 2025, so I've lost $198 in total. I've sent them 2 emails and called them 3 times only getting automated responses to cancel my account. It is very weird they don't have a cancellation process like most businesses do. I've had my account since 2023 but haven't used their services since then is why I cancelled last year. But of course my account is still active for some reason and I'm charged twice now.

  • Initial Complaint

    Date:04/10/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I want to cancel my Priority Pass membership which is due to renew in June. I do not want to renew. Priority Pass states that the only way to cancel is to fill out a form online requesting cancellation. There is no other way. However, their form is broken so it's impossible to cancel a membership.

  • Initial Complaint

    Date:04/02/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On or about Dec 27 2024 I emailed Priority Pass to cancel my account. On Dec *******, I received confirmation of the request. On January 24th 2025 I received an email saying that my account would be renewed, I spoke with customer service who assured me that the case would be escalated and the renewal would not occur. I was charged $329.00. I received an email on ******, 2025 requesting my credit card (due to expire) be updated in order to renew. I called again and received this email. Hi ****,Thank you for getting in touch.I do apologize for the inconvenience caused.I can confirm that an escalation with full refund of $329.00 was submitted to the relevant ****************** to be processed but appears to not have been actioned as yet.I have sent a follow up escalation to the relevant department and the cancellation of your membership should be completed within ***** business hours. Your refund should show up on your next bank statement.Regarding your account information, we can only delete it once your membership is fully canceled. As soon as that's done, we'll take care of the account deletion on our end.Should you have any further questions, feel free to contact us at ***************. We are available 24/7.Kind regards, Fezeka Kontyo ****************

    Customer Answer

    Date: 04/04/2025

    Complaint is resolved, refund issued and account deleted.

  • Initial Complaint

    Date:03/28/2025

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Upon arrival at the ********************** in **********, (lounge is called ********* I brought in guests to the lounge and specifically asked if there were additional charges. The club staff working stated there were no additional fees for additional guests. I later noticed a charge of $210 on my credit card and called the merchant. They stated I should have read the membership rules or called them to learn this! This was on 3/12/25

  • Initial Complaint

    Date:03/15/2025

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I tried to call **************** several times to speak with someone, but it's either busy, or no one answers. I have left messages, with no *********** son asked me to pay for his Priority Pass membership renewal as a holiday gift. I agreed, and made a $121.92 payment which posted to my credit card on 11/11/24. On 12/4/24, his card was charged ****** on 12/4/24. Subsequently, I was charged again on my credit card on 12/4/24 for $247.96. These charges were all for the same membership! Sometime in late December, I then received a new card with MY name on it with a letter addressed to my son! I DID NOT request my own card or a membership; I was merely paying the renewal for his membership. At this time, I want a refund for the payments I made ($369.88) since it appears that my son was already charged on 12/4/24 for his renewal (see above). I am happy to return the card in my name that I DID NOT ORDER and have not used.

  • Initial Complaint

    Date:03/13/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was trying to join priority pass but the website wasnt taking my card. I called customer service and tried 3 different browsers. None of them worked. I looked on the website, where it states that if you want to join but payment failed, call the customer service team and they can process your payment over the phone. I did that and the agent said this is not possible. I informed her that it states this on the website. She tried to deflect and told me to send the company an email. I told her that it specifically says this on the website and asked if she could please find out who I can talk to. She placed me on hold and then told me that its not possible.

    Business Response

    Date: 03/21/2025

    Hello *********,

    Thank you for bringing this to our attention. We take privacy and security very seriously, and we are actively working to remove any content suggesting that our membership services representatives can accept payments over the phone.
    For your safety, we are unable to process payments or complete account registrations via telephone. However, were currently offering a special promotion and would love for you to complete your enrollment online. Please visit the following link to sign up securely: 

      ***********************************************************************************************************************1hawyl5*_gcl_aw*R0NMLjE3NDI1NzE4NDcuQ2owS0NRandzLVMtQmhEMkFSSXNBTHNzRzBiRENEelQ1cnIySUhSVUF4LW12Ykc2RVJST3VDVVF0VVRKMVBYQ19yUTZ4aHZHcGF0N25Kd2FBdDJERUFMd193Y0I.*_gcl_au*MTY0MzcyNjE3Ni4xNzM4MDY1NjMz

     

    Thank you, Alex 

    Customer Answer

    Date: 03/22/2025

    I have reviewed the business response and accept this resolution. 

    Thank you for providing clarity. 

  • Initial Complaint

    Date:03/01/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am a current priority pass member and have been unable to activate my digital membership card. I have the physical one but when I enter the details in the app, the information is refused. I called in and spoke with an agent who was very unhelpful - I repeated myself multiple times and she flat out didnt listen to me. I requested a supervisor and she was very resistant to doing so. Please have a supervisor contact me to resolve this. Thank you.

  • Initial Complaint

    Date:02/22/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On the 25th November 2024, I was charge $256.00 three times from Priority Pass totaling $768.00, to renew my membership. All three charges hit my debit card with ******* but my membership was never renewed. I immediately contacted the bank when this was noticed, and the bank representative advised that she would close the card, provide provisional credit and open an investigation. In January 2025, I saw my provisional credit was taken bank from my account and then I started to inquire what happened. ******* advised that Priority Pass tried to refund my money on 2nd December 2024 but because the card was closed, they returned the money to Priority Pass. This should not have been the case as the bank should have accepted my refund since I had already reported the situation to them. Now I have contacted Priority Pass again in January and they are advising that they cannot see any transaction with my card, essentially denying they ever took my money but there is email confirmation from Priority Pass representative advising they took my money.For the bank to connect with Priority Pass to advise them to refund my money since the bank did not accept the refund on the 2nd December 2024. The bank had advised they would close the card and I needed to get a new card. The refund should have been processed directly to my account. The bank should have also recognized that I made a previous complaint about these 3 charges and accepted the refund since they had provided provisional credit.

  • Initial Complaint

    Date:11/12/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am simply trying to cancel my auto-renewal membership but their notification email nor their app offers any process to cancel. I really think this is done interntionally and frankly is slimey.

    Business Response

    Date: 12/04/2024

    Hello ****,

    The account was not on automatic renewal and has been cancelled. 

    Thank you,

    Business Response

    Date: 12/16/2024

    Hello ****,

    The account was not on automatic renewal and has been cancelled.

    Thank you,

    Customer Answer

    Date: 12/19/2024

    I have reviewed the business response and accept this resolution. 

Priority Pass, Inc. is NOT a BBB Accredited Business.

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