Question 1

What should I do if my airplane WiFi isn't working?

Accepted Answer

Take a screenshot showing the problem, and if you can, keep the current time visible on screen. Where practical, stay connected to the aircraft WiFi while you document that internet access is unavailable. Keep the email or receipt showing what you paid, and take another screenshot later if the problem is still happening. Then send everything to RefundFlightWiFi and we'll review it.

Question 2

What counts as a WiFi outage?

Accepted Answer

Generally, it's when you paid for inflight internet access and could not use it — the session never connected, it dropped and did not come back, or it repeatedly disconnected. Every airline and connectivity provider applies its own approach, so we can't promise in advance how any one request will be treated. We review what you send and decide where the request should go.

Question 3

What if the WiFi was just really slow?

Accepted Answer

Slow is harder than unavailable. Speed complaints are more subjective, and providers usually respond better to evidence that access was unavailable rather than merely degraded. You can still submit it. Screenshots showing pages or apps failing to load help. We'll tell you honestly if we don't think there's much to pursue.

Question 4

Do I need screenshots?

Accepted Answer

They help a great deal, and more than one helps more than one. Screenshots taken at different times can show how long the problem lasted. If you didn't take any, you can still submit a claim. Send us what you have.

Question 5

Do I need my receipt?

Accepted Answer

The purchase record is the single most useful thing you can send, because it shows what you actually paid and who charged you. It's usually an email confirmation or a line on your card statement. If you can't find it, submit anyway and tell us what you remember paying.

Question 6

What if the WiFi went out multiple times?

Accepted Answer

You can record more than one outage period on a claim. If you tracked the outages in RefundFlightWiFi, we'll carry the recorded times over for you. Repeated disconnections are a recognised issue type in our claim form.

Question 7

What if the WiFi didn't work for the entire flight?

Accepted Answer

Say so on the claim — that's the 'WiFi never worked' option. A full-flight outage is usually the most straightforward situation to describe.

Question 8

Who actually issues the refund?

Accepted Answer

It depends on who sold you the session. Sometimes it's the airline, sometimes it's the connectivity provider that billed your card. Part of what we do is work out where the request should go, then send it and manage the response. Any refund is issued by that airline or provider to your original payment method — not by RefundFlightWiFi.

Question 9

How much does RefundFlightWiFi cost?

Accepted Answer

$0 upfront. If we successfully recover money for you, our standard fee is 35% of the amount recovered. If we recover nothing, you pay $0.

Question 10

Is my refund guaranteed?

Accepted Answer

No. No one can guarantee a refund, and we won't pretend otherwise. What we can tell you is that you pay nothing unless money is actually recovered, and that we only charge our fee after we've confirmed a recovery.

Question 11

Can I submit after my flight?

Accepted Answer

Yes. You don't need to have documented everything perfectly in the air. Send us the airline, flight number, travel date, what you paid, your receipt if you have it, any screenshots, and roughly how long the problem lasted. Sooner is better — records and support windows don't stay open forever.

Question 12

Can I use RefundFlightWiFi internationally?

Accepted Answer

You can submit a claim for any flight where you purchased inflight WiFi, including international carriers, and you can enter the amount in your own currency. How a given carrier or provider handles requests varies by region, so we review each claim and tell you what we think is realistic.

Question 13

What is a RefundFlightWiFi Pass?

Accepted Answer

It's a free account you create before you travel. You add your upcoming flights, we remind you on the day, and if the WiFi fails you have one place to document the outage while it's happening. There's no subscription and no payment information required to create one.

Question 14

How do flight reminders work?

Accepted Answer

When you add a flight, we email you roughly three hours before the departure time you entered, with a short reminder of what to do if the WiFi fails. You can also download a calendar file for the flight, and you can turn reminders off at any time.

Questions, answered honestly.