I have access to the PriorityPass lounges through my Amex card. I was never told, nor given written information that there was a limit of 10 visits per year for my card. Needless to say, this caused a problem upon my visits over this limit. I called Amex first and there was no one there that could even discuss the PriorityPass program, let alone try to resolve an issue. That forced me to deal directly with PriorityPass, which was one of the most mind-numbing experiences of my life and was seemingly concluded after 4 weeks with an email saying the that I would hear back from the CEO and it would be resolved. As you can imagine, it was not very pleasing to see all the charges pop right back onto my account a couple months later with no explanation or warning.
Morals to the story:
*PriorityPass has the worst CSRs on the planet and no integrated systems for them to have any idea what each of them is talking to customers about. These folks are close to brain dead and you feel like gouging out your eyes after emails or phone calls.
*PriorityPass lounges are getting shut down by the month. Eg, United/Continental booted them late 2011. Every time I am in the airport, I see another lounge with a sign telling entrants that "as of X date" all PriorityPass financial services clients with be excluded from entry. I am sure it is related that they recently issued new levels of PP Select and LoungePass so that the financial clients are easily pegged.
*PriorityPass lounges domestic US are generally junk. The International ones I have been in have been very nice, as benchmarked to the US counters.
*As described by a previous poster on TA, he spent $54 for he and a guest and got a glass of water and no working Internet. This is a problem for a service that is charging pretty good money for simply walking through the doors of essentially a private gate. You will get wildly different experiences and ROI depending on lounge you go to, even inside the same airport! As I said, there are some pretty good ones and there are all the others.
I actually believe this is a pretty good business idea. However, something is fundamentally wrong with the model or company. Awful service that is only memorable in its sheer incompetence, inconsistent quality of service for a high cost, and reducing value to the market are not signs of growth or stability.
Note to Amex when Google finds this...I did not cancel my free account so I still have my CC. However, I switched to a Fidelity card for cash back to me and you lost $75,000 in annual transactions. This benefit was one of the only reasons I got the card and you completely failed at supporting it properly.