Frequently asked questions


Yes, the service is available to the main passenger and up to four travel companions on the same flight. 

The names of the travel companions must be entered when you register for the service and all passengers will receive their own individual lounge pass.


No, this is a complimentary service offered as part of your Saga Travel Insurance policy to ease any disruption to our customers.




You register your flight with the Delayed Flight Assistance service before travelling and then relax. You can register here.

If the airline announces a delay that meets or exceeds two hours, you will receive a LoungeKey™ pass that provides access to a lounge at the airport where you are delayed.  LoungeKey™ gives you access to a network of over 950 of airport lounges worldwide.







Delays are based on ‘gate’ delay reporting from airlines and airports to Flight Stats (our third party flight data tracker). Flight Stats will report all delays to the system and only trigger once a delay reaches or exceeds the two-hour delay time.

The minimum two-hour delay can only be announced in one, not a cumulative series of shorter delays.

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



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




You can register any flight from an airport where a LoungeKey™ lounge is available. If you try to register a flight from an airport where LoungeKey™ does not have a lounge, 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 twenty four hours prior to the flight’s scheduled departure.


Registration will fail if any of these things happen:

  • If you try to register a flight less than twenty four hours prior to your scheduled departure
  • If there are no lounges which are part of the LoungeKey™ network available at your airport
  • If flight data is not available for the airline/flight.

During registration the following information will be captured and stored in secure servers:

  • Main passengers name and travel companions’ names
  • Main passengers email address
  • Main passengers mobile number
  • Flight number
  • Flight departure location, date and time
  • Flight arrival location, date and time

Any passenger with a valid lounge pass can access the lounge. All passes are sent to the main passenger, and you may then choose to forward them to your registered travel companions. Please note that passenger names on the lounge passes must exactly match the names on the boarding passes.



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




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


No, you will have to cancel your existing registration and re-register with the new details. Please note that cancellation and registration are not possible less than twenty four hours prior to the flight’s scheduled departure.



Any Saga Travel Insurance customer whom has been provided access to the service.






Delayed Flight Assistance requires a unique customer reference to access the service. Once the customer reference is entered the service will determine if you are eligible for the benefit.




Yes – you can cancel a registration up to twenty four hours before the flight’s scheduled departure time.

You can also change the details of a flight you have registered by cancelling and re-registering, but you will not be able to register a flight that is less than twenty four hours to departure.  To cancel or re-register online, please refer to the email confirming your registration details.



The lounge passes can only be issued if the airline accurately reports the delay to Flight Stats. If this does not occur, the delay is not captured to trigger the system to issue the lounge passes.


There is no restriction on permissible circumstances for a delay. Lounge passes will be provided as long as a flight is formally reported by the airline as being delayed by two hours or more within a 24-hour period. Flights that are cancelled or rescheduled for the next day will not be deemed as delayed and will be handled by the airline directly via their own compensation process.



Lounge passes will be provided as long as a flight is recognised as being delayed by two hours or more in the system within a twenty four hour period. Flights that are cancelled or rescheduled to the next day will not be deemed as delayed and will be handled by the airline directly via their own compensation process.


This might happen if the system cannot trigger the lounge pass at the time of the delay. This could be due to network or other system problems. But once we have rectified the error, you will be issued with a lounge pass that you can use for a future visit, valid for up to six months.


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

  • If you have registered the flight at least twenty four hours prior to your scheduled departure.
  • If a delay of two hours or more is announced for your flight. The minimum two-hour delay can only be announced in one go, not a cumulative series of shorter delays.
  • If access to a lounge which is part of the LoungeKey™ network is available at your airport terminal when the delay occurs.



When you are entitled to an airport lounge pass, the system will send you an SMS notification 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, each PDF being a lounge pass for each passenger. Each PDF contains a LoungeKey™ pass with a unique QR code that provides access to the participating lounges at your airport.

You may choose to forward the lounge passes to your travel companions so that they can access the lounge without your physical presence.

At the lounge, you/your travel companions must present the QR code in the PDF for entry.




The email containing the lounge pass will contain instructions for locating the available lounges in the airport.  There is also a link to the LoungeKey lounge finder on the LoungeKey™ pass itself, which you can click to look up lounge details such as location and access conditions of the lounges.


You must present the QR code you received in your email at the lounge for entry.


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


Each individual lounge has its own policies on the admission of children.  To check the policies of a specific lounge, you can search online at https://loungefinder.loungekey.com/Pass



Please contact the customer service team via the available options found here. Your call or email may be forwarded to the LoungeKey™ 24/7 assistance team for resolution.




No, please contact the customer service team via the available options found here. Your call or email may be forwarded to the LoungeKey™ 24/7 assistance team for resolution.





Each individual registered passenger is issued with an individual lounge pass, which holds encoded information directly related to him/her.  This lounge pass is for his/her use and is strictly non-transferable.


All passes are issued directly to you and will be sent to the registered email address

Lounge passes are sent in a single email, which will include separate PDFs containing a unique QR code for each passenger.


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 allows entry for children under two without payment, you will not need to register the child.


Please contact the customer service team via the available options found here.



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


Your lounge pass will be delivered to your registered email.

To access your lounge pass via email, you will need a mobile device that is able to download and open PDF attachments. 

Please ensure that you have your roaming/data service turned on in order to receive your notifications.  


The system will send an SMS to your registered mobile number to inform you of the lounge passes that will be sent to you.


Not all flights provide timely and accurate flight tracking data which is necessary for Delayed Flight Assistance to capture a delay and trigger the system to issue the lounge passes. Additionally, not all airports have an available lounge in the LoungeKey™ network.

As such, Delayed Flight Assistance restricts registration for airlines/airports that do not provide reliable tracking data and airports that do not have an available lounge. This is done to ensure the best possible experience for cardholders.





Registration will fail if any of these things happen:

  • If you try to register a flight less than twenty four hours prior to your scheduled departure
  • If there are no lounges that are part of the LoungeKey™ network available at your airport
  • If flight data is not available for the airline/flight.

The airline must report the information correctly via our 3rd party data provider, Flight Stats. If they do not accurately report the delay, then Delayed Flight Assistance cannot track the delay or issue lounge passes.




Please contact the customer service team via the available options found here. It may not be possible to issue you one immediately, but another may be provided for future use.



You and your travel companions might be denied entry to a lounge, even with the lounge passes, if any of the following happens:

  • The lounge is closed when the delay occurs. In this case, please approach one of the alternative listed lounges if available.
  • If the lounge is already at full capacity. In this case, please approach alternative lounges if available.
  • If the passenger name on the lounge pass does not match the name on the boarding pass. Unfortunately, in this case, no alternative offer will be available.
  • If 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 lounges if available.

Airlines have processes for flight cancellations.  These are not reported as delays, and therefore are not covered by the Delayed Flight Assistance service. Please approach your airline directly in such situations.




Please contact the customer service team via the available options found here