What is Complimentary MSIG Lounge Pass?

Enjoy complimentary access to over 1,700 airport lounges worldwide when your flight is delayed by 90 minutes or more. This benefit is exclusively available to customers of MSIG TravelEasy, TravelEasy Pre-Ex, and TravelEasy Flex plans.

You must register your flight online at least 24 hours before your scheduled departure using the unique redemption code sent to you via email.

Check the list of participating lounges at: https://loungefinder.loungekey.com/Pass

When will I receive the redemption code?

Policyholders will receive an email with the redemption code after purchasing an MSIG TravelEasy, TravelEasy Pre-Ex, or TravelEasy Flex Insurance plan. This email will be sent to the same email address used during the application and policy issuance process.

Please note that this email is separate from your ePolicy. If you cannot find it in your primary inbox, kindly check your spam or junk folder.

How does the Complimentary MSIG Lounge Pass work?

Register your flight online at least 24 hours before your scheduled departure using the unique redemption code sent to you via email.

If your airline announces a delay of more than 90 minutes after registration, all registered passengers will receive a Complimentary MSIG Lounge Pass, granting access to airport lounges at the location of the delay.

Registration Limits:

• Single Trip Policy: Register up to 5 flights for yourself and up to 5 accompanying passengers.
• Annual Plan Policy: Register up to 20 flights throughout the policy period.

This complimentary service will be given to all Individual, Family, Adult and Child plan, and corporate policyholders, except corporate policies on unnamed basis. For group policies, the redemption code will be issued based on the number of insured person, up to maximum of 20 redemption codes.

Is registration only available via the website?

Registration for Complimentary MSIG Lounge Pass is available through the following websites, which can be accessed from computers and mobile devices.

For Single trip, click here
For Annual plan, click here

Do I need to register for my children?

Each lounge has its own policy on the admission of children. Please check the terms and conditions of the lounges at the airport of departure to determine whether you should register a child. You can find relevant lounge information online at https://loungefinder.loungekey.com/Pass.

Which flights need to be registered?

Please register each flight individually, including any connecting flights. Most major commercial airlines are tracked; however, some airlines or airports may not actively report flight data to Collinson’s flight status provider.

If a flight is not eligible, the system will notify you during the registration process.

If I purchased an annual travel insurance policy, how do I register?

Annual policyholders must register each flight at least 24 hours before the scheduled departure time, as shown on your boarding pass or itinerary.

Your annual plan allows you to register up to 20 flights during the policy period.

What name format should be used for flight registrations?

Please use the same name format as used in your boarding pass as there will be a verification at the lounge entrance to ensure that the name on your lounge voucher matches the name on your boarding pass.

What should I do if I don’t receive a confirmation email for my registered flight or lounge voucher?

If you have not received your confirmation email or lounge voucher, here are a few steps you can take:

1. Check your email’s “junk” or “spam” folder
   Sometimes, confirmation emails may be filtered by your email provider. Please check these folders first to ensure the message was not misdirected.
2. If the email is not in your inbox or spam folder, please contact our support team directly, at:
   📧 Email: [email protected]
   📞 Phone: +65 6827 7880

Can I modify my flight registration?

If you need to change an existing flight registration, please cancel via the cancellation link found in your confirmation email and re-register the flight with the new details. Please note this will only be allowed at least 24 hours before the scheduled departure time as indicated on the boarding pass or itinerary.

When am I eligible for a lounge voucher?

You will be eligible to receive a lounge voucher when:

• Your flight has been registered.
• The flight delay reported by the airline to the FlightStats system meets the specified criteria.
• There is a LoungeKey™ network lounge available at departure terminal when the delay occurs.

How is the delay calculated?

The delay is calculated based on the delay report at the 'boarding gate' as reported by the airline and airports to FlightStats (a third-party flight tracking service provider). The FlightStats system will report delays that meet the specified criteria, which may include a single delay announcement or the total delay time from multiple announcements combined. Only flights that report their delays to FlightStats are considered for this benefit.

For example, if the original flight schedule is at 9:00 AM and the airline announces a delay with a new flight time of 10:00 AM, the system will count the delay as 1 hour. If there is another delay announcement changing the flight time to 11:00 AM, the system will count the total delay as 2 hours.

However, the delay announcement must occur within 12 hours from the original flight schedule. Otherwise, this will be considered this a schedule change, not a flight delay.

What if the delay at the airport does not match the information provided by the airline?

The lounge voucher can only be issued when the airline accurately reports the delay to FlightStats. If the voucher is not issued, it could mean that FlightStats did not receive the delay report from the airline.

How do my accompanying passenger(s) get their vouchers?

All vouchers are issued directly via email to the primary passenger who registered the flights . An SMS is also sent to the registered mobile number.

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

Under what delay circumstances are lounge passes not provided?

A lounge voucher will be provided if a flight is formally reported by the airline as being a delay of more than 90 minutes but less than 24 hours, regardless of the cause of delay. This does not include flights that are canceled or rescheduled for the next day (at least 24 hours after the flight's scheduled departure time). The airline will handle such cases directly via their own compensation process.

If a flight is cancelled or rescheduled for the next day, can I use the Complimentary MSIG Lounge Pass?

If the flight is cancelled or rescheduled to the next day (at least 24 hours after the flight's scheduled departure time), it does not qualify as a flight delay for this benefit. Therefore, customers cannot use the lounge access benefits, as it does not meet the conditions.

For how long will my lounge voucher be valid?

Each lounge voucher will be valid up to 24 hours after it is issued to the registered email.

Under what circumstances might I not receive an airport lounge voucher, even when I am entitled to one?

This might occur if there are network or IT system issues that prevent the system from sending the lounge voucher to eligible customers. However, once the error is resolved customers will receive a replacement voucher with lounge access valid for 6 (six) months, which can be used for their next trip.

How do I find the lounge at the airport?

The email containing your lounge voucher will contain instructions on how to locate the network lounges available at the airport. The email containing the lounge voucher will also include a link to locate the available lounges.

How can I access or enter airport lounges?

Simply present the QR code of the lounge voucher you receive, along with your boarding pass and passport to the lounge staff before accessing the service.

How can I find out about lounge policies and services?

Each individual lounge has its own policies and services. To find out more about a lounge, please visit https://loungefinder.loungekey.com/Pass.

Can my lounge voucher be re-sent if I accidentally delete the email/attachment, or if it doesn’t work or is invalid?

Please contact our 24/7Customer Service at +65 6827 7880 or email.

Why might I be denied entry to an airport lounge even if I have lounge vouchers?

There are a few situations where entry may not be possible, even with a valid lounge voucher:

• If the lounge is closed at the time of your flight delay, we recommend checking for alternative lounges within our network that may be open and available.
• Lounges can occasionally reach full capacity. If this happens, please approach another lounge in the network if one is available nearby.
• The name on your boarding pass must match the name on your lounge voucher. If they don’t match, unfortunately, entry will be denied and no alternative offer can be provided.
• Each lounge has its own terms—such as minimum age requirements or dress codes. If you or someone in your group doesn’t meet these conditions, we suggest trying another lounge in the network if available.

Can I transfer my lounge access rights to someone else?

Lounge vouchers are issued to individual registered passengers and are non-transferable. The LoungeKey™ lounge staff will verify that the name on the voucher matches the boarding pass or passport. As the voucher contains personal information, we strongly advise against sharing it with others.