SmartDelay is a unique service that offers complimentary airport lounge access in the event of a flight delay.

You register your flight with the SmartDelay service before travelling. If the airline announces a delay that meets or exceeds the qualifying delay threshold, 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 1300 of airport lounges worldwide.

The benefit is available to the main customer and up to 4 additional passenger(s) on the same flight.

The name of the additional passenger(s) must be entered as part of the registration journey and they must be travelling on the same flight as the main customer.

Delays are based on ‘gate’ delay reporting from airlines and airports to FlightStats (our third party flight data tracker). Should FlightStats report a qualifying delay the system will issue the lounge vouchers. A delay can be made up of one single announcement or a cumulation of individual announcements adding up to the delay threshold.

SmartDelay is built to track almost all major commercial airline flights, but there are limitations against airlines/airports that do not report data regularly.

You can register any flight where the airline accurately reports the announcement to FlightStats. If you try to register a flight that does not meet these conditions, 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.

You can register at any time once a flight has been scheduled (typically up to 364 days in advance) and no later than 24 hours prior to the flight’s scheduled departure.

Currently registration is only offered via the website which is accessible via desktop or mobile.

Please contact the Customer Service team.

Once you submit a registration you cannot change any of the details. Instead, please cancel the registration and re-register.

SmartDelay is designed with a simple process for flight registrations. To make changes on your existing flight registration, please cancel via the cancellation link found in your confirmation email and re-register the flight with new details. Please note this will only be allowed at least 24 hours prior to the flight’s scheduled departure.

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

• You have registered your flight.
• A qualifying delay is announced for your flight by the airline.
• Access to a lounge which is part of the LoungeKey™ network is available at your departure airport terminal when the delay occurs.

Your lounge voucher will be delivered to your registered email address and mobile number. To access your lounge voucher, you will need a mobile device that is able to download and open PDF attachments. Please note that data roaming charges may apply if you utilize your data service

Your lounge voucher will be delivered to your registered email address and mobile number. To access your lounge voucher, you will need a mobile device that is able to download and open PDF attachments. Please note that data roaming charges may apply if you utilize your data service.

Once issued to a passenger, each lounge voucher will be valid for 24 hours.

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 email you will receive with your lounge voucher attached, which you can click to look up lounge details such as location and access conditions of the lounges.

When you are entitled to an airport lounge voucher, the system will send you an SMS notification including a link to your lounge voucher/s, 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 and SMS, 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 additional passengers so that they can access the lounge without your physical presence.

Please contact the Customer Service team.

Please contact the Customer Service team.

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 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.

Please contact the Customer Service team.

Please contact the Customer Service team.

Each individual registered passenger is issued with an individual lounge voucher, which holds encoded information directly related to them. This lounge voucher is for their use and is strictly non-transferable.

All vouchers are issued directly to the main customer and will be sent to the registered email address. An SMS is also sent to the registered mobile number.

You may choose to forward the lounge vouchers to your additional passengers so that they can access the lounge without your physical presence.

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.

Once issued to a passenger, each lounge voucher will be valid for 24 hours.

Please contact the Customer Service team.

Once you submit a registration you cannot change any of the details. Instead, please cancel the registration and re-register.

Your lounge voucher will be delivered to your registered email address and mobile number. To access your lounge voucher, you will need a mobile device that is able to download and open PDF attachments. Please note that data roaming charges may apply if you utilize your data service.

Not all airlines provide timely and accurate flight tracking data which is necessary for SmartDelay to trigger compensation and issue lounge vouchers.

As such, SmartDelay restricts registrations for airlines/airports that do not provide reliable tracking data. This is done to ensure the best possible experience for customers.

The airline must report the information correctly via our 3rd party data provider, FlightStats. If they do not accurately report the delay, then SmartDelay cannot track the delay or issue the lounge voucher.

The airline must report the information correctly via our 3rd party data provider, FlightStats. If they do not accurately report the cancellation, then cannot track the cancellation or issue the lounge voucher.

Please contact the Customer Service team. It may not be possible to issue you one immediately, but another may be provided for future use.

The benefit will only be issued if the airline accurately reports the announcements to FlightStats. If this does not occur, the delay is not captured and will not trigger the system to issue the benefit.