Delayed Flight Lounge Pass FAQ

Delayed Flight Lounge Pass is a unique service that offers complimentary airport lounge access in the event of a flight delay. Alternatively, if a lounge is unavailable, you can benefit from dining credits at select cafes and restaurants. This service is provided by Collinson Insurance Services Limited (which operates the LoungeKey™ Pass program).

If the airline announces a delay that meets or exceeds 60 minutes, you will receive a lounge pass voucher providing access to a lounge or lounge alternative at the airport where you are delayed. Delayed Flight Lounge Pass gives you access to a network of over 1000+ airport lounges and lounge alternatives worldwide. Not all airports offer Delayed Flight Lounge Pass and the selected airports may be restricted to certain terminals.

The benefit is available to the NAB Rewards Signature cardholder and up to four travel companions. Once issued, the Delayed Flight Lounge Pass is valid for 24 hours.

Delays are based on ‘gate’ delay reporting from airlines and airports to Collinson’s third party flight data tracker, FlightStats, which reports all delays to the system. Lounge passes are triggered once a delay reaches the 60 minutes delay time, which can be announced in one go, or cumulative. 

Delayed Flight Lounge Pass is built to track most major commercial airline flights, however there are limitations against airlines/airports that do not report data regularly. Charter airlines are not supported.

Simply log in to Internet Banking or the NAB app to register your flight with the Delayed Flight Lounge Pass service and complete the registration process at least 24 hours prior to your scheduled flight departure. Each leg of a multi-leg journey requires its own separate flight registration.

It’s important to use the same details you used to book your flight, as this will ensure your lounge pass matches your boarding pass. This will be validated at the lounge entry. 

Once a flight has been scheduled, you can typically register up to 364 days in advance and up to 24 hours before your flight’s scheduled departure time.

Follow these steps to register your flight.

You will be eligible for the lounge pass when the following conditions have been met:

• You are a NAB Rewards Signature cardholder.
• You have registered the flight 24 hours prior to scheduled departure.
• You must register each of your travel companions (maximum four per cardholder) individually for a lounge pass.
• A delay of 60 minutes or more is announced for your flight. The minimum 60 minute delay can be announced in one go, or cumulative from a series of shorter delays.
• Access to a lounge or lounge alternative, which is part of the LoungeKey™ network is available at your airport terminal when the delay occurs.

If you don't meet these criteria, you won’t be able to complete the registration or receive your lounge pass.

You can find lounge lists and detailed information, opens in new window about those lounges, such as their location, opening hours, facilities available, dress code and admission of children. 

The email containing the lounge pass will contain instructions for locating the available lounges in the airport. There is also a link to the LoungeKey lounge finder on the LoungeKey™ pass itself, which you can click to look up lounge details such as location and access conditions of the lounges.

Lounge information will also be included in the SMS notification to your registered mobile number. This will be helpful to customers who do not have data service on their mobile phone when travelling. 

Flights that are cancelled or rescheduled to the next day (24 hours after the flight's scheduled departure time) will not be deemed as delayed and will be handled by the airline directly via their own compensation process.

Lounge passes will be supplied providing a flight is recognised as being delayed by 60 minutes or more in the system within a 24-hour period.

You may not receive a lounge pass if the system cannot trigger the lounge pass at the time of the delay. This could be due to network or other system problems, or because of limitations from airlines/airports that do not report data regularly. Once we have rectified the error, you will be issued with a lounge pass that you can use for a future visit, valid for up to six months. 

The LoungeKey™ system will send you an SMS notification and a confirmation email with a PDF attached. Once issued, each lounge voucher will be valid for 24 hours.

If you have registered travel companions, you will receive multiple PDF attachments in a single email, each PDF contains a LoungeKey™ pass with a unique QR code for participating lounges at your airport. You will also receive one SMS per passenger, each containing a unique LoungeKey™ code. 

Use either the emailed QR code or the SMS code as verification when accessing lounges.

The LoungeKey™ pass also contains a link that can be used to look up lounge details, like location and access conditions of the lounges. Lounge information will also be included in the SMS notification to your registered mobile number. 

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, opens in new window. 

If the lounge does not accept children, please do not register your child as he/she will not be accepted, as per the lounge regulations. 

If the lounge allows entry for children under two years old without payment, you will not need to register the child.

You might be denied entry to a lounge, even with the lounge vouchers, if any of the following happens:

• The lounge is closed when the delay occurs. In this case, please approach alternative lounge/s if available.
  
• The lounge is already at full capacity. In this case, please approach alternative lounge/s if available.
  
• The passenger name on the boarding pass does not match the name on the lounge voucher. Unfortunately, in this case, no alternative offer will be available.
  
• You or a member of your group does not meet the lounge terms and conditions (such as minimum age, or dress code). In this case, please approach alternative lounge/s if available.
  

Terms and conditions (PDF, 83KB), opens in new window 

Terms of use for each lounge, opens in new window  

A deleted email cannot be resent, but you can access your lounge pass via the SMS sent to you.

Once you have registered you cannot change any details. Instead, please cancel the registration and re-register. Please note this will only be allowed 24 hours before your flight's scheduled departure. 

If you have any further questions or are having trouble with your Delayed Flight Lounge Pass, please contact Collinson’s Service team via the available options found below.