In the air right now

Still on the plane?

Do this right now.

Connection dropping while you read this?

Start the outage report first — it saves as you go, and screenshots stay on your device until they can upload.

1
Take a screenshot.
Capture your screen showing the WiFi problem.
If possible, stay connected to the aircraft WiFi while documenting that internet access is unavailable.
2
Keep the time visible.
When possible, leave the current time visible in your screenshot.
3
Document it again.
Still not working later? Take another screenshot.
Multiple screenshots can help demonstrate how long the problem lasted.
4
Document when WiFi returns.
When internet access starts working again, mark your outage as restored.
5
Keep your receipt.
Save the email or receipt showing what you paid.
6
Send everything to RefundFlightWiFi.
We'll review the information and determine how to pursue the request.

Already landed?

You can still submit a claim.

Didn't document everything perfectly? That's okay.

Send us what you have.