SmartDelay FAQ

Please review the SmartDelay Terms and Conditions for full details on eligibility, obligations, and legal terms governing the SmartDelay service.

About the Service

1. What is SmartDelay?

SmartDelay is a travel benefit that grants complimentary access to an airport business lounge if your flight is delayed by 120 minutes or more.

2. How does it work?

  • Upon purchase and activation of a valid TravelCare product, SmartDelay is automatically activated. If the airline announces a delay that meets or exceeds the qualifying delay threshold of 120 minutes, you will automatically receive a LoungeKey™ voucher via email and/or SMS text, providing you access to a lounge at the airport where you are delayed. LoungeKey™ gives you access to a network of over 1700 of airport lounges worldwide.
  • Delays are based on gate delay reporting from airlines and airports to FlightStats, our third-party flight data tracker. A delay can consist of one announcement or a cumulation of announcements adding up to the threshold.

Flight Eligibility

3. Which flights are eligible? 

SmartDelay tracks most major commercial airline flights, but is limited to those where airlines and airports report ‘gate’ delay data reliably to FlightStats (our third party flight data tracker).

If your flight qualifies, benefits will trigger automatically upon a delay. A delay can be made up of one single announcement or a cumulation of individual announcements adding up to the delay threshold of 120 minutes.

Flights that are cancelled or rescheduled for the next day (24 hours after the flight’s scheduled departure time) will not be deemed as delayed and will be handled by the airline directly via their own compensation process. 

4. What personal information is used?

The following information will be captured and stored securely: customer and accompanying passenger(s) names, email address, mobile number, and flight details (number, departure/arrival locations, dates and times). This ensures accurate benefit delivery.

Airport Experience & Lounge Passes 

5. When am I eligible for the lounge voucher?

You are eligible when: 1) your TravelCare was activated at least 24 hours before departure, 2) a qualifying delay of 120 minutes is reported by the airline to FlightStats, and 3) a LoungeKey™ lounge is available at your departure terminal. Vouchers are sent automatically via SMS (with a link) and email (with PDF attachments).

6. How do I access and use the lounge?

Present the unique QR code from your voucher at the lounge entrance (you may also be required to present your boarding pass and personal identity document) for verification. The email includes instructions and a link to the LoungeKey lounge finder for location.  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.  

7. Are children allowed in the lounge?

Each individual lounge has its own policies on the admission of children. To check the policies of a specific lounge, please visit https://loungefinder.loungekey.com/Pass  If the lounge allows entry for children under two years old without payment, you will not need a voucher for the child to enter. 

8. Why might I not receive a voucher or be denied entry?

Vouchers may not be issued if the delay is not reported accurately to FlightStats, the flight is canceled/rescheduled beyond 24 hours (handled by the airline), or due to system issues – in which case, you’ll receive further instructions. Entry may be denied if the lounge is closed/full, names do not match boarding passes, or you violate lounge rules (e.g., dress code, minimum age requirements, etc). Try alternative lounges if available. 

9. How long will my lounge voucher be valid?

Once issued to the passenger, the lounge voucher is valid for 24 hours. 

Customer Communications 

10. What should I do if I don’t receive my confirmation email?

Please contact the Customer Service team at smartdelaysupport@collinsongroup.com or call +44 203 725 1601 for 24 hour assistance. 

Limitations & Feedback 

11. Why doesn’t SmartDelay cover all flights worldwide?

Not all airlines provide timely and accurate flight tracking data to FlightStats, so coverage is limited to reliable reporters. This is done to ensure the best possible experience for customers. 

12. How do I provide feedback or complaints?

Contact the Customer Service team at smartdelaysupport@collinsongroup.com or call +44 203 725 1601 for 24 hour assistance.   
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