Cannot buy usable lounge access for two people
The app allows an Aena Club member to select and pay for two adult VIP-lounge accesses, applying the member discount to both. However, it asks for only one set of personal details, those of the account holder, and creates a single named purchase showing “2 adults”.
There is no way to enter an accompanying passenger’s name, allocate one access to them, or create two separate QR passes. Customer services then told me that both passes were nominative to me and that my wife could not use one, despite the app having sold two adult accesses in a single transaction.
The only proposed workaround was to obtain a refund and buy a replacement pass as a guest, losing the member discount. The passes also cannot be added as two separate items to Apple Wallet.
This is not an unusual edge case. Buying two accesses in one transaction is the normal use case for a couple travelling together. The app’s purchase journey is fundamentally incoherent and has plainly not been tested against ordinary family or companion travel.
There is no way to enter an accompanying passenger’s name, allocate one access to them, or create two separate QR passes. Customer services then told me that both passes were nominative to me and that my wife could not use one, despite the app having sold two adult accesses in a single transaction.
The only proposed workaround was to obtain a refund and buy a replacement pass as a guest, losing the member discount. The passes also cannot be added as two separate items to Apple Wallet.
This is not an unusual edge case. Buying two accesses in one transaction is the normal use case for a couple travelling together. The app’s purchase journey is fundamentally incoherent and has plainly not been tested against ordinary family or companion travel.
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Response from developer
Good morning Cimbalon. We’re sorry to hear about your experience and appreciate you taking the time to share this feedback. We understand your concerns regarding the VIP lounge purchase process and pass allocation. Please send us the details of your case through: app@aena.es so we can review it. Kind regards.
HIGHLY RECOMMEND
Excellent Service! WELL WORTH IT!
Response from developer
Good morning. Thank you very much for your review and for sharing your experience. We’re glad the app is useful for you. Kind regards.
Pointless
Don’t really understand the purpose of the app. If you’re at the airport, there are already signs everywhere with apprx times it takes to get there and gate information boards. So who needs this? They do, to serve you ads and track your every move I guess.
Response from developer
Good morning. We apologize for any inconvenience. You cand find information about our app at https://www.aena.es/en/official-app.html. Kind regards.
Brilliant app
Very good app 👍 really kept you up to date with flight information
Response from developer
Hi Liz! Thanks for taking the time to leave us your comment and rate. Kind regards.
Ff
Everyone should use it to help plan there journey. Thank you
Response from developer
Thank you for your feedback. Best Regards
