Simply register your flight at least 24 hours before travelling, then relax.
If the airline announces a delay that meets or exceeds one hour, you will receive a LoungeKey™ voucher that provides access to a lounge at the airport where you are delayed. LoungeKey™ gives you access to a network of over 1000 airport lounges worldwide.
Delays are based on ‘gate’ delay reporting from airlines and airports to Flight Stats (our third party flight data tracker). Flight Stats will report all delays to the system and only trigger once a delay reaches or exceeds the one-hour delay time.
The minimum 1 hour delay must be announced in one go, so for example, a 30 minute delay, followed by another 30 minute delay will not trigger your free airport lounge access. This ensures that you have the time to make use of the lounge.
Almost all major commercial airline flights are tracked, but there are limitations against airlines/airports that do not report data regularly. Charter airlines are not supported.
You can register any flight from an airport where a LoungeKey™ lounge is available. If you try to register a flight from an airport where LoungeKey™ does not have a lounge, the system will inform you of this and you will not be able to register.
Each flight of a journey with multiple connections requires its own registration.
Any passenger with a valid lounge voucher can access the lounge. All vouchers are sent to you, and you can forward them to your registered travel companions if they need to access the lounge without you. Please note that passenger names on the lounge vouchers must match the names on the boarding passes exactly.
Yes – you can cancel a registration up to two hours before the flight’s scheduled departure time.
You can also change the details of a flight you have registered by cancelling and re-registering, but you will not be able to register a flight that is less than twenty four hours to departure. To cancel or re-register online, please refer to the email confirming your registration details.
The lounge vouchers can only be issued if the airline accurately reports the delay to Flight Stats – our third party flight data tracker. If this does not occur, the delay is not captured to trigger the system to issue the lounge vouchers.
There is no restriction on permissible circumstances for a delay. Lounge vouchers will be provided as long as a flight is formally reported by the airline as being delayed by one hour or more within a 24-hour period. Please note that the one hour delay needs to be announced in one go (i.e. not as a cumulative series of shorter delays). This allows you enough time to check into and enjoy the lounge prior to departure. Flights that are cancelled or rescheduled for the next day will not be deemed as delayed and will be handled by the airline directly via their own compensation process.
When you are entitled to an airport lounge voucher, the system will send you an SMS notification along with an email with a PDF file attached. If you have registered travel companions, you will receive multiple PDF attachments in a single email, each PDF being a lounge voucher for each passenger. Each PDF contains a LoungeKey™ voucher with a unique QR code that provides access to the participating lounges at your airport.
You may choose to forward the lounge vouchers to your travel companions so that they can access the lounge without you needing to be with them.
At the lounge, you/your travel companions must present the QR code in the PDF for entry.
The email containing the lounge voucher will contain instructions for locating the available lounges in the airport. There is also a link to the LoungeKey lounge finder on the LoungeKey™ voucher itself, which you can click to look up lounge details such as location and access conditions of the lounges.
This might happen if the system cannot trigger the lounge voucher at the time of the delay. This could be due to network or other system problems. But once we have rectified the error, you will be issued with a lounge voucher that you can use for a future visit, valid for up to six months.
Each individual registered passenger is issued with an individual lounge voucher, which holds encoded information directly related to him/her. This lounge voucher is for his/her use and is strictly non-transferable.
Each individual lounge has its own policies on the admission of children. Please check the policies of the lounges at the airport you are flying from to determine whether you should register for your child. You can refer to lounge information online at https://loungefinder.loungekey.com/Pass.
If the lounge allows entry for children under two without payment, you will not need to register the child.
Lounge vouchers will be provided as long as a flight is recognised as being delayed by one hour or more in the system within a twenty four hour period. Flights that are cancelled or rescheduled to the next day will not be deemed as delayed and will be handled by the airline directly via their own compensation process.
AirHelp are a specialist company that work to help air passengers secure compensation for delayed, cancelled, or overbooked flights in line with the EU regulations. SmartDelay is partnering with AirHelp to provide our customers with an optional added value benefit to get help with claiming for compensation when they experience a flight delay.
Under EC 261 you are entitled to make a claim for cash compensation if your flight is delayed. AirHelp will contact you via email if you experience a delay and meet the requirements to be entitled to compensation. They will request the information required to make a claim, and then contact the Airline on your behalf.
When you have completed your flight registration you will be asked if you wish to opt-in to the benefit and share your contact and flight details with AirHelp. If you consent and select yes then your details will be sent to AirHelp only if you experience a delay. If you select no then your details will not be shared with AirHelp.
If you opt-in to the AirHelp benefit, we will share the following details with AirHelp in the event you experience a flight delay. - Email Address - Primary Passenger Name - Phone Number - Language - Flight Date - Airline Code - Flight Number - Departure and Arrival Airport Code