Privacy Policy


LOUNGEKEY LTD, a Collinson Group Ltd company, ("we") are committed to protecting and respecting your privacy. This Privacy Policy, together with our Terms of Use, explains how we treat any personal data we collect and process when you use our website, or purchase services or products from us.

  1. What types of personal data we handle

    We collect and process the personal data that you provide when interacting with us, either online or via email, mobile, phone or post.

    Such personal data may include the following:

    - First name and surname;
    - Postal address;
    - Email address;
    - Telephone number;
    - Gender, date of birth;
    - Country of residence, nationality, language preference;
    - Unique identifier information (e.g. your customer username or number and password);
    - Financial information (e.g. payment card or bank account information);
    - Which lounges or merchants you visit, as part of your LoungeKey benefits;
    - Boarding card information;
    - Some details provided by your device such as IP address, device ID, device type, and location data.

  2. What we use your personal data for, and our legal basis for doing so

    We must have a legal basis to process your personal data. In most cases, that will be for us to provide the contracted service, which you have chosen to purchase. The table below sets out the purposes for which we use your personal data and our legal basis for doing so:

    What we use your information for

    Our legal basis for doing so

    Provide you with access to our website and or our mobile app

    To provide the contracted service

    Provide access to travel experiences within the “LoungeKey” program;

    To provide the contracted service

    Process any payment required for the products and services you have requested;

    To provide the contracted service

    Provide you with information you have requested, including without limitation, quotations, service documentation, brochures, and responses to applications;

    Where we have your consent

    Provide you with newsletters, and other communications about the services you have purchased, and our similar products and services.

    For our legitimate interests to provide you with information about our products and services that may be of interest.

    Offer Customer surveys to improve our products and services

    For our legitimate interests to improve our services

    Analyse your usage of our services in order to be able to personalise your service and improve our products

    For our legitimate interests to improve usage of our services

    Respond to any enquiries from you regarding our products and services;

    To provide the contracted service

    Where you have agreed, provide you with information about certain other goods and services which we believe may be of interest to you;

    Where we have your consent

    Meet our legal and regulatory obligations;

    To comply with our legal obligations

    Detect and prevent fraud or crime.

    For our legitimate interests to detect and prevent fraud or crime

  3. Personal data sharing and transferring

    We will not share your personal data with anyone else unless you agree to this, or such sharing is necessary to fulfil our contract with you, or we are legally allowed or required to do so. Moreover, your personal data will only be shared with selected organisations which comply with our security procedures and policies.

    Organisations we may share your personal data with include:

    - Another member of our group of companies where they help provide or improve our services to you;
    - Our service providers and subcontractors, where they us help provide our services to you;
    - The airport lounges or merchants which you visit, as part of your programme benefits, so they can record and account for your visit
    - A regulating body or other authority where we need to comply with a regulatory or legal obligation;
    - Fraud prevention or debt collection organisations when required to protect our legitimate interests.

    Where LoungeKey is a benefit of your payment card issuer (such as your bank), we may share your personal data with that card issuer and the payment card brand associated with that card.

    Some of those organisations may be based in a country outside the European Economic Area or where different data privacy laws apply. We will only transfer your personal data to that country if they ensure an adequate level of protection of your rights and freedoms, or you have given us your consent, or that organisation is contractually bound to meet European Economic Area data protection law. We will not sell your personal data to anyone.

  4. Personal data protection and storage

    We handle your personal data in accordance with adequate and reasonable procedures and technologies in order to maintain and protect its security, availability, confidentiality and integrity, and prevent its unlawful or unauthorised processing, accidental loss or damage, from its collection until its destruction.

    Where personal data is transmitted across the internet, it will be encrypted.

    Where we have given you (or where you have chosen) a password which enables you to access certain parts of your personal data, you are responsible for keeping this password confidential. We ask you not to share a password with anyone

  5. Personal data disposal and retention

    We will only keep your personal data for as long as it is needed for the purposes for which it was collected and we will remove from our systems all personal data which is no longer required.

    We will only retain your personal data after this time where we are required to do so, in order to meet a regulatory or legal obligation.

  6. Use of cookies

    We use cookies on our website in order to improve your user experience by enabling our website to 'remember' you, either for the duration of your visit (using a 'session cookie') or for repeat visits (using a 'persistent cookie'). We may also use cookies to enable us to tailor our services or products based, for example, on your location and/or browsing habits.

    Please click here to read our Cookie Notice which explains what we do and how you can alter your cookie settings.

  7. Your rights

    You have the right at any time and free of charge to access your personal data in the following ways:

    - Request a copy of the personal data we hold about you. We may charge a reasonable fee to provide further copies, and can refuse to give you this information if your requests are clearly unjustified or excessive;
    - Have your personal data corrected if it is inaccurate or incomplete;
    - Request the deletion of your personal data where it is no longer necessary for us to keep it for the purpose for which it was originally collected or processed, unless we have a legal or regulatory obligation to retain the personal data;
    - Restrict further processing of your personal data. Where you have previously entered into a contracted service or product with us, this may imply cancelling the contracted service or product;
    - Withdraw your agreement to direct marketing, including profiling;
    - Obtain and reuse your personal data for your own purposes subject to certain conditions of portability.

  8. How to contact us

    For the purposes of data protection legislation, LOUNGE KEY LTD, a Collinson Group Ltd company, registered in England and Wales with company number 08792537and offices in Cutlers Exchange, 123 Houndsditch, London, EC3A 7BU, United Kingdom is the data controller, where you have purchased LoungeKey from us.

    Where your LoungeKey membership is a benefit from your bank or other organisation, then that organisation will be the data controller, and you should refer to the Privacy Policy of that organisation.

    To exercise any of your rights, or if you have any questions about our Privacy Policy, or if you wish to make a complaint about the use of your personal data, or want to report a security issue, please contact our Data Protection Officer, the details of which are below:

    Data Protection Officer

    If you are unsatisfied with our response, you can contact the Information Commissioner’s Office (ICO). Further information can be found at

  9. Other websites

    Our website may contain links to other websites. This Privacy Policy only applies to our website, services and products so when you link to other websites, you should read their own privacy policies.

  10. Changes to our policy

    YWe keep our Privacy Policy under regular review and we will make any new versions available on our website. This Privacy Policy was last updated on 09 April 2019.