FAQs

What is Service?

Service helps reduce traveler frustration in the event of flight disruptions, and helps airlines reduce cost and retain customer loyalty.

I'm a traveler, how does Service help me?

Service files claims to get you compensation (usually vouchers or miles) in the event your flight is delayed or cancelled. When you first sync your inbox, we look at your last 12 months of travel, and find any flight delays over 90 minutes or cancellations. We then add up how much compensation we think we can get you from the airline(s) and you can file the claim(s) with one tap. For future travel, once you enable AutoProtect, we will file a claim with the airline anytime you're delayed or cancelled - you don't have to lift a finger!

How much does Service cost?

We charge 30% of the value of what we get for you to your credit card on file. If we can’t recover, you don’t pay!

Why do you need a credit card up front?

We require a credit card up front to be able to charge you if we are successful in getting compensation.

Why do I have to give you access to my inbox to use Service?

Service is built to work to get you compensation for flight disriptions without taking your time. The way we do this is by sync'ing with your inbox, both to automatically find past flight disruptions and to know what flights you're taking in the future. And with AutoProtect turned on, we file claims whenever you're disrupted, you don't even have to open the app!

Are airlines required by law to provide compensation?

In the United States airlines are only required by law to provide compensation in the event you are involuntarily denied boarding - this is an extremely rare occurrence. While airlines aren’t required by law to provide compensation in the event of a delayed or cancelled flight, they often do provide “good will” compensation in the form of a travel voucher or miles. Airlines care about their customers and this is how they show it.

What determines if a flight is eligible for compensation?

Service defines a flight as being "eligible" if it is delayed over 90 minutes or cancelled. If the flight is coming from Europe or operated by an EU carrier, it must be delayed at least 2 hours. We don't look for flights under delayed under 90 minutes because airlines rarely provide compensation for such delays.

What if my flight is delayed due to weather or ATC (air traffic control)?

In general, airlines don't compensate for weather or ATC-related disruptions. Having said that, our system still picks up and files all disruptions over 90 minutes as we don't currently have a way of determining the reason for a disruption. Depending on your frequent flyer status, an airline may still give compensation even if the reason for the disruption was outside of their control.

What if I don’t agree with the resolution? Can I decline the airline’s compensation offer?

Unfortunately not. Once we file a claim, you are agreeing to accept what the airline gives you (given they don’t have to give anything, there’s not much basis to ask for more after they’ve given something). If the airline gives you a voucher or credit towards future travel, it will be emailed to you or deposited into your travel bank account on some airlines. If the airline gives you miles, they will get deposited directly into your frequent flyer account.

Do I have to pay you if I get miles or other non-cash compensation?

Yes - nearly all the compensation we get for our users is "non-cash". For example, if we get you a $100 voucher we will charge you $30. If we get you 10,000 miles, we will charge 30% of the cash value of the miles.

How do you determine the value of frequent flier miles?

We use the official publication from The Points Guy, which is updated monthly based on changes the airlines make to their programs.

What forms of payment do you accept?

We accept VISA, Mastercard, American Express and Discover.

Why do I see a $1 charge on my credit card?

When you first add a credit card, Service does a $1 authorization to verify the card is good. Additionally, when you file a claim, Service authorizes your card again. These are not charges - only authorizations - and will fall off before you get your statement.

What's your refund policy?

Fees paid to Service are non-refundable. Having said that, it’s important to us that you are happy with our work. If you feel you deserve a refund, contact us. We can’t promise we’ll honor it, but we promise to listen and take action if warranted.

How long does it take to resolve a claim?

Most airlines take between 2-4 weeks for a claim to be reviewed and resolved. However, some airlines could take longer. There’s no need to follow up with us - we promise we’re on top of it and will let you know the result as soon as we know.

Do you guarantee results?

We aren't able to guarantee you will get compensation since there is no legal requirement for US airline(s) to provide it. However, we are very good at what we do and are successful much of the time.

What do you do and not do with my inbox?

We look for flight confirmation emails from airlines and OTAs (online travel agencies such as Expedia, Priceline, etc). We only look for meta data (certain senders and subject lines) first, and if we find a matching email we then pull down the body of the email so we can process it. We also look for replies from airlines related to claims you've filed with us, and we pull them into our system. We do not read any other email or do anything else with your inbox.

I don't have a Gmail, Yahoo, or Hotmail account. Can I not use Service?

Unfortunately, at this time we only support these providers. We are working to add more in the future!

How can I get free Service?

Refer a friend to Service (must be a new user), and if they sign up and start a claim, you get a referral credit good towards a future claim!

What’s a referral credit?

A referral credit is a credit towards your next claim (making the claim free) that you earn from getting someone to sign up for and use Service.

Is there a limit to how many referral credits I can get?

Nope! As long as you keep referring new users and they sign up for and start claims with Service, you’ll continue to earn Service credits.

How do I refer someone to Service?

Go to the settings page to see your unique referral links.

Who invested in Service?

Service is backed by some of the tech industry's most well known VCs, including Founders Fund, Maveron, Menlo Ventures, and 8VC.

Who founded Service?

Service was founded by Michael Schneider in June 2015.

How can I trust you?

In the words of Warren Buffett, it takes a lifetime to build a reputation, and only a minute to destroy it. We take our commitment to you very seriously, and we exist to reduce traveler frustration and help airlines retain loyal customers. We are backed by some of the biggest tech investors in California. We're good guys, we promise!

Where is Service located?

Service is based in Los Angeles, CA, USA.

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