Frequently Asked Questions

Voucher

How long will it take to get my voucher if I book online?

Credit card payment is advisable, as this releases the voucher immediately to the email address provided. EFT payments may take up to 5 days to reflect in our account and will not be released prior to this time. Please refer to the online booking terms and conditions.

What happens if I do not receive my voucher?

Please click on Retrieve Vouchers tab, enter your invoice number and submit. The voucher will be re-sent to the email address that was used to make the booking.

Food and Beverages

If I need to leave the lounge, can I take food and drinks onto my flight?

Unfortunately not. All food and drinks are for consumption in the lounge only, and may not be taken off the premises.

Do you offer alcoholic beverages in your lounge?

Yes, we do. Please note that our lounges are only allowed to offer alcoholic beverages between the hours of 11h00 and 02h00 daily in line with South African liquor license regulations.

Online Bookings

I am trying to make an online booking, but it’s not allowing me to select a date.

A “no date” option is given for ONLINE bookings, as the voucher is valid for 3 years from date of booking.

How do I make a group booking?

Please contact bidvestlounge@bidair.co.za with your date, flight number, departure time and number of passengers in the group to confirm availability.

Lounge Access and Information

I am traveling overseas. Do you have any lounges outside of South Africa?

Unfortunately not. We only operate lounges within South African borders at this point in time.

I am travelling with a group. Can we book a VIP area for this?

We will endeavour to accommodate your requests as far as possible, but we cannot guarantee a secluded area in the lounge, at any given time.

Do your lounges have flight information screens?

Bidvest Premier Lounges do not make flight announcements, but all lounges have flight information screens. Please make sure you check these, as it is your responsibility to catch your flight.

How long do I have access to the lounge?

Domestic lounges can be accessed two (2) hours prior to the SCHEDULED flight departure time, and international lounges can be accessed four (4) hours prior to SCHEDULED flight departure time.

Do I need a copy of my voucher to access the lounge?

Yes. A physical, or digital, copy of your voucher needs to be presented upon arrival at the lounge.

If I want to use your Premier Lounge, do I need to make an advance booking, or can I just walk in?

There is no need to make an online booking, unless you prefer this option. Paying upon arrival is perfectly acceptable.

Who can use the lounge?

Bidvest Premier Lounges are located after security, in the departure areas in all the airports that we operate in, and are available to all checked-in departing passengers. It doesn’t matter what airline you’re flying, or what class ticket you’ve got, you’re welcome to use the Bidvest Premier Lounge. If you’ve got a bank- or partner membership card, please click here to see what cards are accepted.

Is there a dress code?

Smart-casual is preferred, but this is entirely up to you.

Can groups visit the lounges?

If there are more than ten (10) of you travelling, it is advisable to contact bidvestlounge@bidair.co.za to confirm lounge availability in order for the respective lounge to make the necessary arrangements.

What are your operating hours?

Please visit the specific lounge page, as operating hours differ.

How many visits have I used or do I have left?

Please contact the partner company directly, as this information is not available to the Bidvest Premier Lounge and differs from partner to partner.

Card Details

I don’t have a qualifying partner card, but I know someone who does. Can I use their card to enter the lounge?

No. The main cardholder must be travelling, and must personally present their card upon arrival at the lounge for the lounge access benefits to be granted, as per partner rules.
Click Here to see our access card partners.

Can I enter the lounge if I have forgotten my bank card, but have the card number written down?

No. We have a strict “no card, no entry” policy. This is for the protection of your personal information, and is a requirement of our partners.

How do I know if I have a qualifying card for free access to the lounge?

You can check who our partners are on our website. However, we advise that you contact the institution directly to find out what lounge access benefits you have, as the benefits are subject to change by the respective partner at any time.
Click Here to see our access card partners.

As a bank cardholder, how do I get access to the lounge? Do I have to pre-book?

No, you do not have to book. Just present the card you wish to use at the lounge, and it will be processed for access accordingly.

What if I don’t have a partner card or lounge invitation?

We run commercial lounges, and therefore all passengers are welcome to make use of the lounge by paying the applicable walk-in rate, should they wish to do so.
Click Here to see our access card partners.

How do I know if the card I have allows free access into the lounges?

You need to contact the banking partner directly to find out the exact lounge benefits available to the specific card you have, as these can differ from product to product.
Click Here to see our access card partners.

Why do some partner cards allow free access, and others don’t?

Lounge access benefits are set by the respective partners and may differ for various reasons. Please contact the relevant partner to establish your exact lounge access benefits.
Click Here to see our access card partners.

Payments

Do children have to pay to enter the lounge?

Yes. Children older than 2 will be charged the prevailing walk-in fee to enter the lounge, and must be accompanied by an adult. Children under the age of 2 will enter free of charge.

When do I have to pay early check-in fees?

Early check-in fees are applicable if you arrive at the lounge earlier than the prescribed times, and are charged per 15 minutes that you choose to enter the lounge early.