○ What is HSBC’s Wellness Privy Pass?
It is a program provided to HSBC Select customers on the issuance of a new card. Under this, the customer is eligible to avail 2 lounges (domestic or International terminals in India) or Airport Meal access per plastic card (or Privy Pass No) or you can also avail one benefit each.
○ How do I register for my Privy Pass?
Visit benefits.thriwe.com Then If you are a registered user then login with your phone number and password.
If not, follow the steps below to register:
1. Click on ‘Register/Login’ on the top-right corner. Now click on ‘Create your account’ to register.
2. Enter your new Privy Pass number to register.
3. If the Privy Pass number is valid, complete the registration form and verify your registered phone number. The OTP sent on your phone number and email ID, will be valid for 10 minutes from the time of issuance only once it has been issued.
4. Don’t forget to read the ‘terms and conditions’ of the program.
5. Once logged in after mobile verification, you will be redirected to your dashboard where you can view your benefits and services near your registered city. You can browse the entire catalogue by clicking on a specific category icon.
○ What are the benefits under HSBC Privy Pass? How long is the HSBC Privy Pass benefit valid for?
Under HSBC Privy Pass you will get 1 complimentary spa or a health check up session. This offer is valid for 6 months from the date of issuance.
○ Where can I find my Privy Pass number?
The Privy Pass number will be shared to you by the bank. Please note: One Privy Pass is issued against one plastic card.
○ What if I have deleted my Privy Pass number email?
If your email with Privy Pass number is deleted then either you should contact the bank to provide you your allotted pass or if you have registered your pass then you can also contact our customer care executive and they will help you in providing your Privy Pass no. after confirming some personal information like your name, your registered email or contact no.
○ What details do I need to login to use my Privy Pass benefits?
You will need your registered Phone number and Password to log in yourself and use the privy pass benefits.
○ I have tried to register my Privy Pass number, but the Privy Pass number keeps getting rejected, what should I do?
Kindly re-check if the Privy Pass number is correct and valid. Also note: Privy Pass is case-sensitive. In case you are unable to register a valid Privy Pass number, feel free to reach us on our email (customer.care@thriwe.com) or toll free number (1800 208 7899).
○ I can’t remember my Username and/or password, what should I do?
The username will always be the registered phone number that was used by you while registering a Privy Pass number. In case you do not remember your password, click on ‘Forget Password’ to reset it.
○ Can I reset my password?
Yes, you can reset your password by using ‘Forget Password’ and also you can change your password after login.
○ I want to update my Email ID and Phone number. What should I do?
No, you cannot update your phone number once registered. You can update your Email ID, by contacting our customer care executive via phone (1800 208 7899) or you can write to us on customer.care@thriwe.com.
○ I have 2 Privy Pass number, can I manage it from one account?
Yes, you can manage to log in from one account. Register yourself using one Privy Pass number, once registered you can add multiple Privy Pass number under your profile via using ‘Add Privy Pass’ button.
○ Bank has issued a Privy Pass number for me and my wife (add-on card), can I use the benefit of both the card?
To use multiple Privy Pass, you can add it under one profile to redeem the benefits.
○ How can I book to redeem my benefit?
To redeem your benefit you have a login and then select the type of benefit either spa or Pathology. Filter your result by selecting the country, City and Area. Choose your preference from the list of all the available facilities. Click on ‘Get Access’ to view the complete details of the facility. Choose your preferred date and time slot, once selected click on ‘Book Now’ to place the booking request.
System will send you an acknowledgement email. You will normally be contacted within 24-48 hours on your registered email id. At times, due to reasons beyond our control, it may take longer than 48 hours, in these cases you will receive a call on our registered mobile number to update you on the status.
○ Can I view my Privy Pass details? What details can I view?
On clicking on your name present on the top right-hand corner you will see a list from which you have to select ‘Profile’. Under this section you can view your details like name, Email ID, Privy Pass no., contact no.
○ Can I extend the validity or benefits of my Privy Pass?
No, you cannot extend the validity of your Privy Pass. This has been pre-defined under the bank’s benefit.
○ I have another question, who should I talk to?
You should contact our customer care executive for further queries. You can call us on:- 1800 208 7899 or you can write to us on customer.care@thriwe.com.
○ How can I place a request for my complimentary spa service?
To redeem your benefit you have a login and then select the type of benefit either spa or Pathology. Filter your result by selecting the country, City and Area. Choose your preference from the list of all the available facilities. Click on ‘Get Access’ to view the complete details of the facility. Choose your preferred date and time slot, once selected click on ‘Book Now’ to place the booking request.
System will send you an acknowledgement email. You will normally be contacted within 24-48 hours via your registered email id. At times, due to reasons beyond our control, it may take longer than 48 hours, in these cases you will receive a call on our registered mobile number to update you on the status.
○ How many days/hours in advance do I need to book for a spa session?
You need to book a spa session minimum 3 clear days (Excluding the date of request and date of placing the appointment) in advance & a maximum of 15 clear days in advance.
○ When should I arrive?
It is best to arrive at least 15 minutes prior to your appointment in order to change, relax, settle down and acquaint yourself with our facilities. You can also relax in the steam/shower facility (subject to availability at the specific location). If you are going to be delayed, please inform us to avoid inconvenience to other guests or other facilities.
○ Are there any restrictions on the types of food or drinks I can consume around my spa session?
Heavy meals and alcohol consumption are not advised immediately before or after a spa session. Instead, small amounts of fluids like water, fresh juice or herbal tea should be taken after a spa session to help release toxins out of the body.
○ Who should not take a spa session?
A relaxing spa session is good for general well being. However, individuals with certain conditions like high blood pressure, allergies to specific products, claustrophobia, fever, recent surgery or acute body pain should ideally avoid a spa session or undertake a spa session after consulting their physician.
○ What are the guidelines at the spa facility?
Our partner facility provides a serene ambiance to soothe and relax the guests. You are requested to respect all guests’ right to privacy and calmness. The spa is a smoke and mobile-free zone. We request you to put your mobile phones on silent mode when in the spa premises. If you have young children, we can request the hotel to help with the baby sitting facility (if available for the specific location). It is not advisable for children to accompany parent(s) at the spa.
○ What do I need to say at the reception of the selected spa facility?
Our team will confirm and share the details with you for booking on your email. You can let them know that the booking has been placed through ‘Thriwe’ and inform your name at the reception of the spa at which the appointment was taken. In case of any issues, feel free to reach our customer care team for any other assistance.
○ How can I find out how many complimentary spa benefits can I avail?
After logging in, on your dashboard you can view the details related to your privy pass and complimentary benefits.
○ How can I view the participating spa facility?
After login, select the ‘Spa’ benefit. Fill in the details if you wish to filter the results. You can then view the list of participating spa facilities at your preferred location.
○ I cannot find a spa facility in my location. Why not?
Not all locations have a participating spa facility under this program. Please use the program website to search for and find a participating spa facility if there is one in your location.
○ Can I have access to a spa service without registering for an online account?
No, you cannot have access to the spa service benefit without registering online.
○ The facility I’m trying to enter is unaware of the Privy Pass by HSBC program, what should I do?
Please share your details of the booking at the reception of the facility. In case you still face any issue you should contact our customer care executive and they will assist you.
○ Can I choose a therapist?
No, you can’t choose a therapist whereas you can share your preference with our customer executive over the call or on email. Depending upon availability at the time of booking, a therapist will be allocated.
○ What will I be wearing for the spa session?
All our partner facilities respect your privacy and modesty. The healer will provide you with appropriate disposable undergarments to be worn at the time of your service. Therapist will only uncover the specific body part being serviced. In case you find the disposable undergarment to be of an inappropriate size for you, we request you to wear your own undergarment.
○ I want to cancel my booking for the spa session, can I do?
Yes, you can place a cancellation or a modification request within 2 clear days from the date of the visit. Once the booking is confirmed, we would not be able to accept any cancellation or a modification request. In case you do not reach the facility or you are late without any prior information, it will be counted as used and will be removed from your complimentary access number.
○ How can I share my feedback with you?
We are all-ears to hear from you. You can share your feedback with our customer care executive or drop us an email at customer.care@thriwe.com. We will be very happy to work on it and try to serve you better each time.
○ Can I access a spa session without any advance booking?
No, you have to have a confirmed booking in order to have complimentary spa access. You will have to login and place a request on the portal to avail the requested benefit.
○ Can I call and request a booking?
No, all the bookings need to be booked through the website only.
○ What offer can I enjoy under pathology?
You have access to a health check up package mentioned on our website.
○ How can I place a request for my complimentary check up?
To redeem your benefit you have a login and then select the type of benefit either spa or Pathology. Filter your result by selecting the country, City and Area. Choose your preference from the list of all the available facilities. Click on ‘Get Access’ to view the complete details of the facility. Choose your preferred date and time slot, once selected click on ‘Book Now’ to place the booking request.
System will send you an acknowledgement email. You will normally be contacted within 24-48 hours via your registered email id. At times, due to reasons beyond our control, it may take longer than 48 hours, in these cases you will receive a call on our registered mobile number to update you on the status.
○ What all tests are covered under this facility?
The tests covered under this facility are mentioned in the product list on the website
○ How can I view the participating pathology centre?
To view the participating pathology centre, you can first login and then select ‘Pathology’ as a benefit wherein you will be able to view the list of all the participating centres.
○ Can I combine the Privy Pass offers along with other promotions or offers at the centre?
The Privy Pass offers cannot be used in conjunction with any other promotions or discounts being offered by the same participating outlets.
○ Can I use the complimentary benefit for my family?
Yes, your family can enjoy the complimentary access. In case such cases, kindly let us know in an email or call us and share the details of the customer who will be actually availing the benefit.
○ I want to cancel/reschedule my appointment, can I do?
Yes, you can place a cancellation or a modification request within 2 clear days from the date of the visit. Once the booking is confirmed, we would not be able to accept any cancellation or a modification request. In case you do not reach the facility or you are late without any prior information, it will be counted as used and will be removed from your complimentary access number.
○ How will I get my reports?
The reports will be shared by the partner facility on the email id shared by you while registering yourself.
○ How can I share my feedback with your team?
We are all-ears to hear from you. You can share your feedback with our customer care executive or drop us an email at customer.care@thriwe.com. We will be very happy to work on it and try to serve you better each time.
○ What is HSBC’s Lounge Privy Pass?
It is a program provided to HSBC Select customers on the issuance of a new card. Under this, the customer is eligible to avail 2 lounges (domestic or International terminals in India) or Airport Meal access per plastic card (or Privy Pass No) or you can also avail one benefit each.
○ How do I register for my Privy Pass?
Visit benefits.privypass.com Then If you are a registered user then login with your email ID and password. To register
1. Click on ‘Register/Login’ on the top-right corner. Now click on ‘Create your account’ to register.
2. Enter your new Privy Pass number to register.
3. If the Privy Pass is valid, complete the registration form and verify your registered phone number. OTP sent on phone number and email ID will be valid for 10 minutes only once it has been issued.
4. Don’t forget to read the ‘terms and conditions’ of the program.
5. Once logged in after mobile verification, you will be re-directed to your dashboard where you can view your benefits and services near your registered city. You can browse the entire catalogue under specific category icon.
What are the benefits under HSBC Privy Pass? How long is the HSBC Privy Pass benefit valid for?
Under HSBC Privy Pass you will get a complimentary 2 airport lounge access or 2 dining facility (Flat discount worth INR 400). An HSBC Privy Pass is valid for 180 days.
○ Does the benefit provide me with Priority or Express boarding at the gate?
No. This service is not included as a part of the program.
○ Where can I find my Privy Pass number?
The Privy Pass number will be shared to you by the bank.
Please note: One Privy Pass is issued against one plastic card.
○ What if I have deleted my Privy Pass number email?
If your email with Privy Pass no. is deleted then either you should contact the bank to provide you your allotted pass or if you have registered your pass then you can also contact our customer care executive and they will help you in providing your Privy Pass no. after getting some personal information like your name, your registered email or contact no.
○ What details do I need to login to use my Privy Pass benefits?
You need your registered phone number and Password to log in yourself.
○ I have tried to register my Privy Pass number, but the Privy Pass number keeps getting rejected, what should I do?
Kindly re-check if the Privy Pass is correct and valid. In case you are unable to register a valid Privy Pass number, feel free to reach us on our email(customer.care@thriwe.com) or toll free number(1800 208 7899).
○ I can’t remember my Username and/or password, what should I do?
The username will always be the registered phone number that was used by you while registering a Privy Pass number. In case you do not remember your password, click on ‘Forget Password’ to reset it.
○ Can I reset my password?
Yes, you can reset your password by using forget password and also you can change your password after login.
○ I want to update my Email ID and Phone number. What should I do?
No, you cannot update your phone number once registered.
You can update your Email ID, by contacting our customer care executive via phone (1800 208 7899) or you can write to us on customer.care@thriwe.com.
○ I have 2 Privy Pass number, can I manage it from one account?
Yes, you can manage to log in from one account. Register yourself using one Privy Pass number, once registered you can add multiple Privy Pass number under your profile via using ‘Add Privy Pass’ button.
○ Bank has issued a Privy Pass number for me and my wife (add-on card), can I use the benefit of both the card?
To use multiple Privy Pass, you can add it under one profile to redeem the benefits.
○ How can I book to redeem my benefit?
To redeem your benefit you have a login and then select the type of benefit either lounge or airport meal. Filter your result by selecting the country, City and Area. Choose your preference from list of all the available facilities and click on Generate voucher. System will generate a random voucher number along with a QR code with the validity of 24 hours. You can use the QR code to access the complementary benefits.
○ Can I view my Privy Pass details? What details can I view?
On clicking on your name present on the top right-hand corner you will see a list from which you have to select ‘Profile’. Under this section you can view your details like name, email id, Privy Pass no., contact no.
○ I have another question, who should I talk to?
You should contact our customer care executive for further queries. You can call us on:- 1800 208 7899 or you can write to us on customer.care@thriwe.com.
○ How can I place a request for my complimentary lounge access?
To redeem your benefit you have to login and then select the type of benefit either lounge or airport meal. Filter your result by selecting the country, City and Area. Choose your preference from list of all the available facilities and click on Generate voucher. System will generate a random voucher number along with a QR code with the validity of 24 hours. You can use the QR code to access the complimentary benefits.
Please Note: The generated QR code is valid for only 24 hours and if it expires without redemption then the service will be considered as used service.
○ What do I need to tell at the reception of the selected lounge?
You have to provide a QR code/voucher code at the reception and they will scan or validate through the code.
○ How can I view the participating airport lounges?
After login, select the ‘Lounge’ benefit. Fill in the details if you wish to filter the results. You can then view the list of participating lounges.
○ What all are the inclusions for my complimentary lounge access?
You will be entitled to facilities like refreshments, television, complimentary internet access, shower, and flight status updates etc. Please do note that the availability of facilities varies between different lounges.
○ How can I find out how many complimentary lounge visits I have in my benefit?
After login, on your dashboard you can view the details related to your Privy Pass.
○ I cannot find an airport lounge in my location. Why not?
Not all airports have a participating lounge. Please use the program website to search for and find a participating lounge if there is one in your location.
○ I know there is a lounge in my terminal but I can’t find it. How do I know where to go?
Information regarding the participating lounges and terminals can be found on the website.
○ I don’t have my eligible Privy Pass with me. Can I still access the lounge?
No. You wont be able to enjoy the offered benefit if you don’t have a valid Privy Pass number. Whereas you can have access to the lounge at walk-in rates, independent of the program.
○ Can I access a lounge without registering for an online account?
No, you cannot have access to the lounge benefit without registering online.
○ The lounge I’m trying to enter is unaware of the Privy Pass by HSBC program, what should I do?
Please share your valid QR code at the reception of the lounge. In case you still face any issue you should contact our customer care executive and they will assist you.
○ I have been denied access to a lounge because the lounge system does not recognize my eligible Privy Pass/QR code. Why didn’t it recognize my Privy Pass? What should I do?
Please ensure that the lounge staff is using the “Privy Pass” app to scan the generated QR code. If this doesn’t resolve this problem please contact our customer care team via mail or toll-free number.
○ Lounge denies my free access as his system is unable to read the QR code. What to do?
First, the brightness of your device screen may not be high enough. Please use your phone settings to brighten the screen and rescan your digital lounge access code. If the lounge reader still can’t read the lounge voucher code, the staff will enter your lounge voucher number manually. And finally, if the problem still persists, please contact the Customer Service team by clicking on the Contact section of the website or app.
○ Does my QR code/voucher code gets expired?
Yes, your QR code/voucher expires after 24 hours of generation.
○ I want to cancel my booking for the lounge access, can I do?
Yes, QR code/voucher code can be cancelled within 24 hours (before it expires). Once the QR code/voucher code is expired, it will be counted as used and will be removed from your complimentary lounge access number.
○ Can I re-issue my expired QR code?
No. QR code is valid only for 24 hours once generated. After 24 hours, QR code will expire automatically if not cancelled.
Please Note: Expired QR code will be counted as a used service.
○ How long can I stay in a lounge?
The stay time of each lounge is different and you can find it in the description of lounge service.
○ My partner and I both have eligible Privy Pass number, do we both have to present separate QR code/voucher number when arriving at the lounge?
Yes, to avail the complimentary lounge service for both of you, you will have to show the QR codes separately at the reception.
○ What is the policy for taking guests into the lounge?
You can take guests along with you on walk-in rates only, which are to be paid directly to the lounge.
○ My guest was refused entry to a lounge why?
Your guest was refused for a complimentary entry because according to the HSBC complimentary lounge program, only one person gets a complimentary access. In order to take your guest along, you are requested to pay the walk-in rates at the lounge.
○ If my flight is delayed or canceled, can the lounge attendants help me find another flight?
No, for flight details you have to contact your agency from which you are traveling.
○ I have been denied access to a lounge because the lounge system does not recognize my eligible Privy Pass/QR code. Why didn’t it recognize my Privy Pass? What should I do?
Please ensure that the lounge staff is using the “Privy Pass” app to scan the generated QR code. If this doesn’t resolve this problem please contact our customer care team via mail or toll-free number.
○ Can I take children into the lounge for free?
Different lounge has different policies regarding the free stay of children with you. Kindly refer to the individual lounges' detail while making the booking.
○ I need a QR code/voucher number for the lounge visits that I have complimentary access to, how do I get copies?
You can see your QR code under your booking history and registered email id.
○ I was unhappy with my recent lounge visit, how can I file a complaint?
We are all-ears to hear from you. You can share your feedback with our customer care executive or drop us an email. We will be very happy to work on it and try to serve you better each time.
○ Can I access a lounge without any advance booking?
You have to have a valid QR code in order to have a complimentary lounge access. You can generate the voucher while standing at the lounge reception for immediate access.
○ Can I call and request a booking for lounge access?
No, all the bookings need to be booked through the website only.
○ What offer I can enjoy at the participating dining outlets?
For the selected dining partners you will be able to avail a discount of INR 400
○ How can I place a request for my complimentary Dining voucher?
To redeem your benefit you have to login and then select the type of benefit as airport meal. Filter your result by selecting the country, City and Area. Choose your preference from list of all the available facilities and click on Generate voucher. System will generate a random voucher number along with a QR code with the validity of 24 hours. You can use the QR code to access the complimentary benefits.
Please note: The generated QR code is valid for only 24 hours and if it expires without redemption then the service will be considered as used service.
○ What do I need to tell at the billing counter of the selected restaurants?
The QR code is to be shared at the billing counter prior to the final bill generation. Once the bill is generated, executive will not be able to edit the bill with the benefit
○ How can I view the participating dining outlet?
After login, select the benefit as ‘Airport Dining’. Fill in the details if you wish to filter the results. You can view the list of participating outlets.
○ Can I combine the Privy Pass offers along with other promotions or offers in the same outlet?
The Privy Pass dining offers cannot be used with conjunction with any other promotions or discounts being offered by the same participating dining outlets.
○ What are the terms and conditions for restaurant/dining program benefits?
Each restaurant or dining outlet reserves the right to operate under their own specific terms and conditions. These may relate to menu availability and food/drink exclusions. Check with the restaurant upon arriving when you present your membership or restaurant voucher before ordering.
○ How often can I use Privy Pass dining offers?
You have 2 vouchers worth INR 400 each. You can avail the benefit as per your convenience within the validity period.
○ Can I use the discount to pay for meals for my family and friends?
Yes, your family and friends can enjoy the dining discounts too as long as you are travelling together.
○ Does my QR code/voucher code gets expired?
Yes. The generated QR code is valid for only 24 hours and if it expires without redemption then the service will be considered as used service.
○ I want to cancel my QR code for restaurant dining, can I do?
Yes, QR code/voucher code can be cancelled within 24 hours (before it expires). Once the QR code/voucher code is expired, it will be counted as used and will be removed from your complimentary dining benefit
○ I was unhappy with my recent lounge visit, how can I file a complaint?
We are all-ears to hear from you. You can share your feedback with our customer care executive or drop us an email. We will be very happy to work on it and try to serve you better each time.
Enter your Privy Pass Number to register.