Any solution to not being able to prebook on PP?

[Danmc]

My additional amex cardholder account was never able to prebook in last year’s trial because it would ask for a one time code and once he entered it, it would say his email is already in use – yes, his own account. But if I entered my email, it would work (logged on to his) and I could book prebookings under my name – so effectively our accounts were in a weird link and it gave me all of his prebookings.

I went back and forth with them for months to no avail. Now that preboooking is part of amex again, I figured I would try to fix it again. I asked for a few updates in the email thread but they ignored me. The issue is now worse – he can’t get past the email login page at all. So I figured I would try changing the email – I used mine with a dot in the middle (similar, but different) so I could play around with different options and try to fix it. That, somehow, was deemed as the same email as my own account (which was working), and now my account is broken too and I can’t prebook (even though I changed his email back). ARGH! So neither of us can prebook any lounge, with it saying our emails are used elsewhere when they are not.

Is there anything at all that can be done to fix this from my end? PP has been aware of this with our accounts since Sept 2024 and still no fix and now not even any contact.

[byronlewis]

Lots of us have been in a similar position of not being able to prebook since changes were made by PP at the end of July. Neither of my PP cards (Amex Personal Plat and Amex Business Plat) can be used to prebook – PP are aware of the issue and have been since the start, but show no sign of dealing with it. I’ve had emails, messages, phone calls all to no avail.

Its simply a case of turn up and hope there is space in whichever lounge you are hoping to use. I believe Rob (HfP) is in a similar position. I can’t imagine PP are in a rush as these PP cards have not come directly from them, but via a 3rd party, so are less inclined to look into what is clearly a technical issue. I’ll be making a complaint to Amex when renewal of the Plat cards is due, as I do use lounges every few months, and with the general increase in use of lounges it’ll be even hard to ‘turn up and enter’.