You paid for a service that the airline failed to provide
A service downgrade covers situations where an airline fails to provide a service you specifically purchased — lounge access denied, meal not provided, WiFi sold but unavailable. EC261 and consumer protection law both apply.
Compensation
Refund of service fee + potential EC261 Art.10
Regulation
EC261 Art.10 + Consumer Protection Law
Time Limit
2–6 years (varies by country)
Service downgrades are where an airline fails to deliver a specific service sold as part of your flight — lounge access, specific meals, WiFi, seat upgrades, additional legroom, or entertainment systems.
EC261 Art.10 applies where a service constitutes a class of travel (e.g. lounge access included in Business Class). Consumer Rights Act / EU Consumer Protection Directive covers standalone service failures.
Recovery route depends on whether the service was part of your fare class (Art.10 applies) or a separate add-on purchase (consumer law applies).
| Scenario / Distance | Example | Amount | Note |
|---|---|---|---|
| Part of fare class service failure (e.g. Business lounge) | Business Class lounge denied | Art.10 refund: 30–75% of segment fare | EC261 mandatory refund |
| Standalone paid service not delivered | €25 WiFi pass, WiFi broken | Full refund of service cost | Consumer law / contract claim |
| Inflight entertainment failure (whole flight) | Screen broken, not repaired | Partial fare refund (typically 5–15%) | Goodwill claim — varies by airline |
Check these against your situation — the more you can tick, the stronger your claim.
You paid for a specific service that was not provided
RequiredThe failure was not caused by your own actions
RequiredYou did not receive an equivalent substitute service
RequiredYou reported the issue to cabin crew or airport staff at the time
Evidence strengthens claim
ConditionalNot sure if you qualify? Submit your details via our free claim checker — we assess eligibility at no cost and no obligation.
"Inflight services are provided on a best-efforts basis."
Paid services — particularly standalone fee-based add-ons — are contractual. Selling WiFi for €25 and providing nothing is a breach of contract. Best-efforts language applies to complimentary services, not paid features.
"We couldn't anticipate the WiFi outage.'"
Unforeseeability relates to your duty to repair quickly — but you still failed to deliver the paid service. A proactive refund should be automatic. If not, file for it.
"Lounge access is a benefit, not a guaranteed service."
If lounge access is part of your purchased fare class (Business, First), it is a contractual entitlement, not a benefit. Denial without cause triggers Art.10 and contract law remedies.
We handle everything from the first letter to final payment. You do nothing.
Tell cabin crew or ground staff immediately. Take photos of non-functioning services (broken screen, no WiFi). Keep your receipt for any separately purchased service.
Submit a written claim to the airline specifying exactly what was paid for and what was not received. Include receipts, flight details, and a description of the failure.
If the airline refuses, we handle the escalation. For standalone paid services, a chargeback via your card issuer is also highly effective for clear-cut failures.
Specific answers to the questions that matter for your case.
No win, no fee — 25% only on success
We handle the airline. You get paid. Service cost refund + potential Art.10.
Last updated: 2025-01-15 · Covers EC261, UK261 and Montreal Convention