Support

Most of what goes wrong on board has the same cause, and it is nearly always the network rather than the app.

On the aircraft

The app says it cannot reach the aircraft

Check your phone is on the cabin Wi-Fi rather than one it has joined automatically, and that flight mode has not switched Wi-Fi off with it. The network name is printed on the card in your seat pocket. Turning Wi-Fi off and on again is usually enough.

Nothing happens when I scan the code

There are two codes. The first joins the network; the second opens the entertainment and only works once you are on it. If your camera will not read either, the card also prints the address to type into a browser.

The picture stops or will not start

Move the phone away from the seat back and try again: a cabin is a difficult place for Wi-Fi and a body between the phone and the ceiling is enough. If every device in the row is affected rather than only yours, tell the crew, because that is the aircraft rather than your phone.

I cannot install the app on board

You cannot, and neither can anybody else: there is no internet in the cabin, so no app store can be reached. Use the web version, which the aircraft serves itself, or install before your next flight. On Android the web version can be added to your home screen while you are on board and behaves like the installed app afterwards.

Write to us

[email protected]. If it is about a specific flight, include the date, the flight number and the make of your phone. We answer within two working days.