Help & Support
How can we help?
Browse the frequently asked questions below. If you can't find what you're looking for, submit a support ticket and we'll get back to you within one business day.
Frequently asked questions
Getting started
How do I join Tier Lounge?
Tier Lounge is invitation-only. You can request an invite from the homepage or contact page. Requests are reviewed manually and we aim to respond within two business days.
I received an invite code. How do I use it?
Go to the sign-up page and enter your invite code when prompted. Your code is single-use and tied to the email address it was issued to. If you have trouble, contact support with your code and email address.
Can I use Tier Lounge without a membership?
You can browse search results, read our editorial guides and explore destinations without signing in. Member-only rates, fare tracking, saved flights and the AI concierge require a membership.
Searching & booking
How do I search for flights?
Use the search wizard on the homepage. Enter your destination, origin, travel dates and passenger count. Results are filtered to business class by default and ranked by price, with Skytrax ratings displayed on each result.
What does 'member rates' mean?
Member rates are fares sourced from private fare agreements that are not available on public booking platforms. They are only visible to signed-in members. Look for the padlock icon on search results.
Can I book directly through Tier Lounge?
Yes. When you select a flight and proceed to book, the transaction is completed within Tier Lounge using our booking partner. You will receive confirmation directly from us and from the airline.
Why do fares sometimes change between search and booking?
Business class fares are dynamic and can change in seconds. The fare shown in search results is live at the time of the search, but may have moved by the time you reach checkout. If this happens, we will show you the updated price before you confirm.
Account & membership
How do I add a traveller profile?
Go to My Account and select the Travellers section. You can add passport details, date of birth and contact information for each passenger. Profiles are saved securely and pre-fill during booking.
How do I reset my password?
On the login page, click 'Forgot password' to receive a reset link by email. If you signed up with Google or Apple, you do not have a Tier Lounge password — sign in with your social account as usual. You can optionally add a password under Account → Security.
Can I change the email address on my account?
Email changes require identity verification. Please submit a support ticket with your current and new email address and we will process the change within one business day.
Saved flights & alerts
How do fare alerts work?
When you save a flight using the bookmark icon, we monitor the fare and notify you when the price changes. You will receive an email alert showing the old and new price. Alerts run automatically — you do not need to do anything after saving.
How long are saved flights kept?
Saved flights are stored in your account indefinitely until you remove them. Once a departure date has passed, the flight is automatically archived.
Payments & refunds
What payment methods do you accept?
We accept all major credit and debit cards including Visa, Mastercard and American Express. Apple Pay and Google Pay are available on supported devices.
How do I cancel or change a booking?
Cancellation and amendment rights depend on the fare conditions of your specific ticket. Go to My Account → Saved Flights to view your booking conditions. For help processing a change or refund, submit a support ticket with your booking reference.
When will I receive my refund?
Once a refund is confirmed by the airline, we process it to your original payment method within 5–10 business days. Airline processing times vary — some carriers take up to 14 days before funds are released.