SITA Reviews 

consumer-facing inflight connectivity issues and internal workplace concerns

On 25 April 2025, I paid USD 4.99 for SITA FOR AIRCRAFT's messaging package on Emirates flight EK149 from Dubai to Amsterdam. The messaging service did not work for me despite repeated connection attempts, and I reported the problem to the cabin crew.

I requested a refund and asked SITA to review the connection records. In its latest reply, received on 10 October 2026, SITA again refused a refund, saying that 2.87 MB had been used and that this exceeded its refund threshold.

The reply did not state the numerical threshold, provide the refund terms applicable when I bought the package, or explain how the recorded usage showed that the messaging service had worked. SITA marked the case as resolved, but my complaint remains unresolved. I am disappointed with both the service and the handling of my refund request.

Wifi did not work on a long haul flight and i was not allowed a refund this company is complete scam!

Very disappointed experience, I bought a package in my flight that included all the flight with youtube and Netflix, there was a small line that in this plane its not work, i didnt see that line and bought this package, 4 times more expensive than the package with just the messages, and i only got messages for the higher price, i talked to the crew on plane they were very helpfull, when i contact support, the were very rude and not helping sending the same automated message, i was very disappointed from the customer service and the payment i paid for nothing.

On an Emirates flight from Dubai to Mauritius on June 3rd 2026, I purchased a high-speed internet service from SITA Aircraft. They drew the amount of €15,10 from my credit card but I could not download a single email.
In fact, it did not work at all!!!!!

Later on the airport I got wifi and saw their invoice and wrote their support that it did not work and kindly asked to return the mentioned amount.

SITA answered that according to their logs, I used a download volume of 147,8MB and hence they could not return the money to me.
I explained again, that to me as a user, I did not even get a connection to the internet and based on my knowledge is a data volume of 147MB as much as nothing. That might have been some technical hand-shakes of the systems - but for me as a customer who wanted to download emails, watch a few websites, do whatsapp, it DID NOT WORK. I could not receive/send a single Email or WhatsApp and I could not browse any websites.

Anyway, SITA did not offer anything and decided to loose a customer for ever!

Purchased wifi on board a SriLankan airlines international flight. The connection didnt work and after 4 minutes it logged me out. I thought perhaps the payment didnt go through so I paid again ($50 total) but it still didnt work. Contacted customer service and they claimed I used the full allowance of data and refused to refund anything. Absolutely outrageous lack of customer service. This company should not be allowed to offer wifi on board planes. Theyre collecting money and not providing anything.

Same as all the other ones,

Paid a 20USD 300Mb data package that kept failing downloads or even connecting.

Reimbursed of 7USD "of remaining data". The used data was made of failed connection attempts only..

Not a thank you here. That is called SCAM

The connection took almost an hour to make with multiple re-starts of the process.

Whilst I did receive/send a couple of emails and Messenger texts, my general browsing of the internet and mainstream News Apps was appalling – with only brief access a couple of times over the entire flight.

I am a frequent worldwide air traveller (abroad 9 months of the year) and am a frequent buyer of Wi-Fi on aircraft.

Sita's is the worst in-flight Wi-Fi I have ever encountered and the best they could do was refund me just over $7 of a $20 fee.

Their after sales service is therefore as appalling as their Wi-Fi.

SITA Aero sells inflight internet that simply does not work. The connection is unstable or completely unavailable, making it unusable for any real purpose.

When you complain, they refuse refunds by pointing to “data usage” — even when the service itself failed. Data may technically download, but the internet is non-functional. That is not a service.

This is a textbook example of charging for something that isn’t delivered and hiding behind policy instead of accountability.
Avoid if you expect working internet or fair treatment.
Everyone should complain to the airline and the ombudsman

These guys are criminals! The internet they supply doesn't work! It's not useable! Yet won't refund due to you using the data. Yes the data was downloaded but it was unusable! Absolut sc*m. The owner should be locked up.

Purchased 3 hour Wi-Fi plan. They don’t tell you it’s only 100mb total. False advertisement. Once you reach 100mb regardless of your plan. The service is cut off.

See below customer services email

“I did not purchase a 100mb plan. I purchased a 3 hour Standard Wi-Fi plan is in my receipt. Sent from my iPhone On Dec 19, 2025, at 05: 55, SFA Cabin Service Desk wrote: 

Service Desk (18-Dec-2025 21:54:49 GMT)

Dear Kenneth,

Thank you for reaching out. We are truly sorry to hear about your experience with our internet services and fully understand how frustrating it can be when connectivity issues arise.

Please be advised that you purchased a limited data pack with 100MB of data for full flight. This amount of data can be used quite quickly, which likely led to the session expiring once the limit was reached.

Purchase: 143048509
Purchase start time: 18.12.2025 17:40 UTC
Purchase end time: 18.12.2025 18:00 UTC
Plan: Standard Wi-Fi Plan
Access fee: USD 15.98
Method: APPLEPAY
Usage: 100 MB

I have just had one of the worst wifi experiences of my life on an Emirates flight with SITA as the provider. I paid about 20 USD for the “stay connected throughout the trip” plan and could not even load a single email properly. The connection froze, crashed, and endlessly tried to reload, yet somehow SITA’s system still logged almost 300 MB of “usage” and then used that as an excuse to refuse a refund.

So in reality I paid 20 USD for a spinning wheel and failed page loads. Customer service hid behind technical wording and thresholds instead of simply acknowledging that the service was not fit for purpose. For an airline like Emirates, partnering with a provider that delivers this level of performance and then denies refunds feels utterly unacceptable.

Horrendous lack of connectivity but even worse customer service
AVOID LIKE HELL

Horrendous lack of connectivity but even worse customer service
AVOID LIKE HELL

What uncontroled Organisation ,if there is a problem and your flight is not coming ,what happens more than just one Time ,than nobody knows anyting and you can come in really bad situations like ,riding offroad 20 h till ja bone will break .
I think for an flight organisation there should be just a little bit responsebility

If I can give 0 stars I would. One of the worse service providers and bordering on being scammers!

I purchased a 3-hour plan for US$15.98 and at the time of purchase there was nothing in writing to say there was a 100mb limit. Besides being unable to get internet connection and after I complained I was told about the 100mb limit and I had supposedly used up the said limit within an hour!!! I would not have made the purchase if I had known there was a 100mb limit!

I would recommend everyone be careful and not waste your money on these scammers!

Updated. They refunded my money after I posted this review. Will change to 2 star. Not good.

Purchased the messenger app pack. It did not work. They did not refund me because apparently I used 1.7mb of data hahahaha.

None of my apps worked. There are a lot of reviews stating the same as me. Emirates need to provide a different service because these guys suck!!!!

This is a complete scam. I paid USD 3.99 for an in-flight messaging package on EK0392, and immediately after the transaction I couldn’t even return to the portal page to confirm my purchase. None of the advertised messaging apps ever loaded, just a dead-end “You are connected” screen.

When I asked for a refund, SITA claimed I’d somehow exceeded an undisclosed data threshold (apparently from just loading their portal!) and refused to reimburse me. They then shifted responsibility back and forth between themselves and the airline.

Do yourself a favor, think twice before buying any paid Wi-Fi package on a flight, and share this warning widely.

Total scam. Paid for the in-flight messaging plan just to use Facebook Messenger — it never worked the entire flight. They refused a refund because some background data was used, even though the service I paid for was useless. Terrible policy, zero accountability. Don’t waste your money.

Andrew was at customer service counter at YVR. today
He was great and helpful