FAQs

  • General
  • Lounges
  • Restaurants
  • Spas

Will I receive a welcome pack and membership card?

Yes you will receive a welcome pack and membership cards. You can also register online through our App which you can download from the Apple App Store or Google Play Store by searching for B Traveller, or through our website.

Once I have joined, how long do I have to wait to use my membership?

Your welcome pack will be sent out within 10 working days and will be ready to use. The quickest way to use your airport lounge is to register online via the website or through our App which you can download from the Apple App Store or the Google Play Store.

Who can I contact if my card has been lost or stolen?

In the unfortunate event of your membership card being lost or stolen call us on 03300 416 514.

Can I update my personal information online?

Yes you will be able to log in either online via the website or through the App to update your phone number contact details.

Is my personal data secure?

Assurant takes data protection and the privacy of Clydesdale Bank PLC Customers very seriously. We are a Data Controller registered with the Information Commissioners Office in the UK under the number Z8945035.

What do I do if I have forgotten my password?

If you forget your password you can either reset it online, through the App or call us on 03300 416 514.

What other benefits can I access with my membership?

Once you have registered your Digital Membership you will automatically be entitled to discounts at airport restaurants and spas.

Can I search for a lounge online?

Yes. You can log into our website to find a host of information including lounges, their locations and the facilities they provide.

Is there an App I can download?

Yes, this is available for iOS and Android smartphones

How do I download the App?

Search for the 'B Traveller' App at the Apple App Store or the Google Play Store. Once you have downloaded the App, you need to register your membership and log into the App.

Does the App work offline?

The App is designed to allow you to search for lounges and discounts offline as well as accessing your digital membership card. You will need to connect to the internet to update and refresh periodically.

Can I use the membership abroad?

Yes. You may wish to refresh the App before you travel to reduce any data charges.

Who can I call if I have any queries?

We are available to call 365 days a year 24/7 on 03300 416 514.

Who administers my airport lounge membership?

This scheme is jointly provided by Lifestyle Services Group Limited (a company registered in England with company registration number 5114385) having its registered office at Assurant House, 6-12 Victoria Street, Windsor, SL4 1EN, in conjunction with and DragonPass International Limited (a company registered in England with company registration number 8643888) having its registered office at 173A, Ashley Road, Hale, Cheshire, WA15 9SD. Clydesdale Bank PLC is not responsible for the operation and running of the airport lounge access scheme or the airport lounges within the scheme.

Who do I contact to give feedback on a lounge or my DragonPass membership?

If you wish to discuss any aspect of your membership call us on 03300 416 514. You can also manage your account through the App or the website.

Do I get any lounge visits with my membership?

You will get 6 lounge visits per year to use free of charge. If you need more, you can purchase additional lounge visits at a discounted rate.

How many airport lounges can I access?

With DragonPass you have access to a network of over 800 airport lounges around the world.

How do I locate a lounge in the airport?

You can log in on our website or through the App to find maps showing the location of the lounges within the airport.

How long can I stay in the lounge?

Each lounge will have its own set of terms and conditions so for exact times please contact your chosen lounge directly. However most lounges will permit a maximum of 2 to 3 hours. You can log in on our website or use the App to search for specific facilities and details.

Can I take other people into a lounge if they do not have a membership?

You will receive 6 airport lounge visits as part of your membership and you can use these for yourself and also for family and guests that are traveling with you. If you need more, you can purchase additional lounge passes at a discounted rate.

Can I take children into an airport lounge and what facilities are there?

Each person accessing the lounge will use one of the visits. Each lounge will have its own set of terms and conditions regarding children, so please contact your chosen lounge directly. Lounges may have facilities specifically for children such as play areas and some even have games consoles areas. You can log in on our website or use the App to search for specific facilities.

Can I access a lounge if I have forgotten my card?

The airport lounge cannot allow you access without either your digital or plastic membership card. Call us on 03300 416 514 and we can e-mail you a copy of your membership card ready for you to print. Your membership card is also available on the App which is ready to use immediately at your chosen lounge once you have registered and signed into the App.

What facilities can I expect to find in a lounge?

Facilities may differ for each lounge however for most lounges you can expect; a VIP lounge; Flight Monitors; Snacks; Non-Alcoholic Drinks; Wi-Fi Access; Televisions; Newspaper and Magazines. You can log on our website or use the App to search for specific facilities.

Is there Wi-Fi access in the lounges?

Facilities may differ for each lounge however most lounges will provide Wi-Fi access free of charge. You can log in online or use the App to search for specific facilities.

Do I need any other documents to use my airport lounge pass?

To access the airport lounge you will need your passport and boarding card as these will verify your identity. It is important that the name on your membership card matches that on your passport and boarding card, airport lounges will check these to establish your right to access the lounge.

Can I use a lounge irrespective of the airline I am travelling with and class of my ticket?

Once you have registered your membership you can use any of our airport lounges worldwide regardless of airline or class you are flying with.

Can someone else use my card to gain access?

No, your membership is specific to you. However you will receive 6 airport lounge visits as part of your membership and you can use these to take someone into a lounge as a guest, providing they are travelling with you. If you need more, you can purchase additional lounge visits at a discounted rate.

Can inclusive visits be transferred to the next membership year?

No all visits must be used during the current membership year and are not able to be transferred.

How do I view my lounge visits?

You can view your remaining airport lounge passes and previous visits by logging in online or into the App.

Are the airport lounges run by DragonPass?

No. Lounges are run by various companies. You can see who runs a specific lounge by logging in online or into the App.

Do lounges provide flight information?

Many lounges do provide flight information boards. Some, but not all, have a broadcast facility for messages so it is important you monitor the flight information board closely for any changes which may affect your flight.

Can I pre-book an airport lounge visit?

Lounges are not pre-bookable.

What discount will I receive at the airport restaurants?

Discounts offered by participating restaurants vary. Please check using the App or website to find the exact discounts offered.

How do I know which restaurants will give me a discount?

You can see which restaurants are participating by searching on the website or looking for the DragonPass logo. You can also call our 24/7 team on 03300 416 514, who can help you.

If I use a restaurant discount will that forfeit one of my Inclusive lounge visits?

No - the restaurant discount benefit is in addition to your airport lounge visits and can be used as many times as you wish.

What is the process for receiving a discount at an airport restaurant?

Simply show your membership card at the participating restaurant to claim your discount. You may be asked to show your passport and boarding card as well.

If I use a spa discount will that forfeit one of my free lounge visits?

Spas offer discounts on their treatments this will not affect your inclusive visits. Details of the offers available can be found on the website and the App.

How do I know which Spas will give me a discount?

You can see which Spas are participating by using the website or the App. You can also call our 24/7 team for help on 03300 416 514.

Do I need to make an Appointment at the Spa before I arrive at the airport?

You can just drop in without a booking but you may wish to pre-book your Appointment before going to the airport to guarantee treatment. Please contact the Spa direct before your visit. You can log in online or use the App to search for specific facilities.