Frequently asked questions

You can easily make your reservation through our portal at: www.thegrandloungeelite.com.mx.

To confirm your reservation, we require the following details:

• Date of visit.
• Full name.
• Number of companions.
• Type of access card (if Visa, specify the bank).
• Airline.
• Flight number.
• Destination.
• Flight departure time.
• Arrival time at the VIP lounge.
• If you are celebrating something special (anniversary, birthday, farewell, graduation, etc.).
• Additional services you would like (golf cart transportation, massages, nail polish, etc.).

You can access our VIP lounges through the following methods:

• VISA Infinite, Platinum, or Signature cards issued by a Mexican bank, which allow entry with two or one complimentary companion, respectively.
• Priority Pass or MasterCard affiliated with the LoungeKey program, according to the accesses indicated by your bank.
• Direct access: You can purchase an access pass starting at $800.00 MXN (40 USD).
• Business Class or higher: If you are flying in Business Class or higher with any of the following airlines, you can access our VIP lounges and enjoy all the services we offer complimentary: Air France, KLM, ANA, Iberia, Lufthansa, Turkish Airlines, or Hainan Airlines.
• Children: Up to two children under 12 years old enter free of charge. A third child will require a paid entry, regardless of age.

It is not mandatory, but we recommend making a reservation, especially during peak seasons, holidays, or when there are flight delays due to weather or maintenance conditions, as this may affect availability.

We offer the following complimentary services:

• Food, beverages, and bar menu.
• Hand or foot massages (from 7:00 a.m. to 10:00 p.m.).
• Nail polish or gelish (subject to availability, from 7:00 a.m. to 10:00 p.m.).
• Reclining seats and rest areas.
• Golf cart transportation to the boarding gate.
• Charging stations for electronic devices.
• Updated flight information.

Our lounges are located within the boarding area:

• Terminal 1: Near gate 19, across from the Duty-Free store.
• Felipe Ángeles International Airport (AIFA): Near gate 108, across from the children's play area.

• The Grand Lounge Elite – Terminal 1 of Mexico City International Airport: 24 hours to day, Monday to Sunday.
• Haven – Terminal 1 of Mexico City International Airport: 6:00 a.m. to 11:00 p.m., Monday to Sunday.
• Lounge 19 – Terminal 1 of Mexico City International Airport: 24 hours to day, Monday to Sunday.
• Terraza Elite – Terminal 1 of Mexico City International Airport: 3:00 p.m. to 11:00 p.m., Monday to Sunday.
• The Grand Lounge Elite – Felipe Ángeles International Airport: 6:00 a.m. to 10:00 p.m., Monday to Sunday.

Unfortunately, it is not possible to access our lounges if your flight departs from Terminal 2, as the airport does not allow access to Terminal 1 lounges without a boarding pass for a flight departing from that terminal.

We offer a variety of Mexican-inspired dishes, with menus that change twice a year. We also have a salad bar for you to customize your meal and high-quality Mexican coffee. All food and beverages are available 24 hours a day.

At the moment, parking services are suspended until further notice. However, we can assist you with your reservation for visiting our lounges.

If you left an item in our facilities, we follow a tracking procedure that includes:

1. Notification to the lounge managers.
2. Review of the lost and found logs.
3. Search in the lost and found drawers.
4. Identification of the item or confirmation of its absence.

You can also contact us via email: concierge@grandlounge.com.mx.

Yes, pets authorized by the airline are allowed, as long as they meet the weight and size requirements and are in their respective transport carriers. Emotional support dogs are also permitted.

If your experience did not meet your expectations, we appreciate your feedback to help us improve. You can contact us through our website or directly via email: concierge@grandlounge.com.mx.

There are currently no open vacancies, but we appreciate your interest in joining our team. We wish you the best of luck in your job search.

Reservations should be made at least 24 hours in advance.

The maximum stay in the lounge is 2 to 3 hours, depending on the access method.

No, access to our VIP lounges is reserved exclusively for passengers with a valid flight ticket for the day of their visit.

Yes, the number of companions allowed depends on the type of access card you use. For example, VISA Infinite cards allow entry with two complimentary companions, while other cards may have different limits. We recommend checking the terms of your card.

If your flight is delayed or canceled, please contact us as soon as possible to adjust your reservation. In case of cancellation, we will offer options to reschedule your visit.

Yes, our facilities are designed to be accessible for people with reduced mobility. Additionally, our staff is trained to assist you if you need additional help.

Yes, our lounges are available for both domestic and international flights. Just make sure you have a valid flight ticket for the day of your visit.

Yes, as long as you have a valid flight ticket for the day of your visit and meet the access requirements.

Yes, access to our lounges is not limited by the type of airline. As long as you have a valid flight ticket and meet the access requirements, you can enjoy our facilities.

Yes, we have work areas and meeting rooms equipped with high-speed internet connections, power outlets, and other services to allow you to work or hold meetings comfortably.