Lounge access

To access your vouchers you have different options:

• By email: If you are eligible, your lounge voucher will be sent to the email address and mobile number you have registered. To access your lounge voucher, you will need a mobile device capable of downloading and opening PDF attachments. Please note that data roaming charges may apply if you are using your data service.
• Lounge voucher section in your account: You also will have available your vouchers in your account section accesible in the allyz website or app.

Depending on your case:
If you are at the airport and need inmediate support, please contact Smart Delay Customer team by telephone support available in English twenty-four (24) hours a day, seven (7) days a week: +44 203 725 1601
Otherwise,you can contact allyz Customer Services team throught this form explaining your situation and our agents will help you with the next steps.

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 limits check-ins for airlines/airports that do not provide reliable tracking data. And thus helps to ensure the best possible experience for customers.

Once issued to a passenger, each lounge access voucher will be valid for 90 days. This means you can choose to use your voucher as part of another journey to access an available lounge within the Collinson network.

You may be denied access to a lounge, even with access vouchers, if any of the following occur:

• The lounge is closed when the delay occurs. In this case, please contact other lounges depending on their availability.
• The lounge is already full. In this case, please contact other lounges depending on their availability.
• The passenger's name on the boarding pass does not match the name on the access voucher. Unfortunately, no other offers will be available in this case.
• You or a member of your party does not meet the terms and conditions of the lounge (such as minimum age or dress code). In this case, please contact other lounges depending on their availability.

Service and response provided by Smart Delay

You will be eligible for the lounge access voucher when the following conditions are met:

• You have registered your flight in your allyz account
• An eligible delay is announced for your flight by the airline. Delays are determined by airline and airport gate delay reporting to FlightStats (our third-party flight data tracking system). If FlightStats reports an eligible delay, the system will issue the lounge voucher(s). A delay can consist of a single announcement or an accumulation of several announcements reaching the delay threshold.
• Access to a LoungeKey™ network lounge is available at your departure terminal when the delay occurs.

Service and response provided by Smart Delay

Each registered passenger receives an individual lounge access voucher, which contains coded information relating directly to them. This access voucher is intended for its own use and is strictly non-transferable. For the same trip, you can add up to 5 co-travellers, at the latest 24 hours before your departure. In the event of a flight delay, co-travellers added to the trip will be able to benefit from access to the airport lounge.

Service and response provided by Smart Delay

Each salon has its own policies and services. To learn more about a lounge, you can search online at https://loungefinder.loungekey.com/Pass.

The email containing the lounge voucher will provide instructions for locating available lounges at the airport. You also have a link to the LoungeKey lounge finder, which you can click to search for lounge details such as location and terms and conditions.

Once you get to the lounge, you must present the QR code available in the email. You may also have to present your boarding pass and passport for verification.

SmartDelay is designed to track almost all major commercial airline flights, but limitations apply to airlines/airports that do not regularly report data.

You can log any flight for which the airline accurately reports the announcement to FlightStats.

If you try to register a flight that does not meet these conditions, the SmartDelay system will notify you and you will not be able to register it. Each flight associated with a trip with multiple connections requires its own check-in.

Lounge access is a unique service that offers free access to airport lounges in the event of a flight delay provide by Smart Delay.

If the airline announces a delay that meets or exceeds the eligible delay threshold, you will receive a LoungeKey™ voucher that provides access to an airport lounge where you are delayed. LoungeKey™ gives you access to a network of over 1000 airport lounges worldwide.

Service and response provided by Smart Delay