26 Responses to Now You Can Boingo High in the Sky With Gogo Wi-Fi

  1. Taryn says:

    I didn’t realize that Boingo and Gogo had teamed up. It’s not something publicized on Gogo’s sign in page. Is there a way to get in touch with Gogo about being refunded the individual payments if we have a Boingo account? Even since just last month, I’ve purchased Gogo several times at a price of $12.95, and I have a monthly boingo subscription.

  2. Baochi says:

    Hi Taryn,

    Thanks for reaching out to us. We don’t know Gogo’s process for refunds but before you go that route, note that Gogo in-flight locations are “premium” hotspots and therefore incur additional costs from your standard Boingo subscription. Basically, we charge the exact same fee Gogo does. We wish we could have arranged for Boingo customers to save more. The main advantage for you as a Boingo member is that you can 1) connect via the Boingo app and circumvent the Gogo signin process and 2) unify your bill under one provider, Boingo. http://www.boingo.com/blog/wp-admin/edit-comments.php?p=6426&approved=1#comments-form

    Let us know if you have additional questions. Glad to help.


  3. Keith Murphy says:

    Just make sure that I don’t get charged without being reminded that there is an extra charge beyond normal Boingo monthly account rates and CLICKING to accept it.

    I have in the past been surprised to get access in a foreign country fairly automatically with a Boingo hot spot finder, but even more surprised to find out I was being charged for it.

  4. Baochi says:

    Hi Keith, when you log in through the Boingo app, it will display a message that connecting inflight via Gogo incurs additional charges, as the inflight hotspots are considered premium locations. Please have a look at this blog post to see the various scenarios in which we notify you when/if you are about to connect in a location that isn’t part of your regional unlimited plan: http://www.boingo.com/blog/?s=evil+genie. It’s not our intention to negatively surprise our customers with charges of which they are unaware.

    Which type of Boingo plan do you have and on which device(s)? If you don’t have the Boingo app installed, I highly recommend you do so: http://www.boingo.com/boingo-apps/boingo-wifinder/pc.

    We’re always striving to improve our software, services and customer communications and are open to your feedback. If you’d like, I’m happy to take a look at your account and investigate any confusing charges. Email bnguyen@boingo.com.


  5. Jessica cole says:

    I am a subscriber and cannot access the Internet whatsoever and there is a 30 minute wait time on your 1800 number. Extremely frustrating.

  6. Baochi says:

    I’m sorry! By all means, let’s figure it out. Which hotspot are you at and on which device? Do you have the Boingo app installed? Please email me the username/email associated with your account: bnguyen@boingo.com.

  7. Jeff says:

    Using Boingo account on flights offering Gogo Wireless. I just learned the hard way that if you use your boingo account on a flight offering wifi by gogo that you will be charged per device. If you just pay through the regular gogo service you can use more than one device without being charged. This may vary depending on your Boing plan but be aware that Boingo charges for every connection on my last two gogo flights with a laptop and an iPad.

  8. Baochi says:

    Hi Jeff, thanks for reaching out and giving us a chance to clarify. Our charges for roaming via Gogo Inflight are identical to how Gogo charges. In other words, Gogo charges per device and therefore we do, also.

    Note that we would have liked to provide cost savings to our community but were unable to procure a discounted rate — much like we have been able to do with many other roaming partners. So as mentioned above, the best we offer is a seamless user experience through our app. Boingo customers don’t have to sign on with an additional provider/biller and remember separate accounts. You can connect to Gogo with the Boingo app and all under one Boingo bill.

    Let us know if that makes sense and whether your bills reflects something different entirely. Happy to investigate. Email bnguyen@boingo.com.


  9. nava says:

    if i have an account with gogo can i be on free wifi in london airport?

    nava writz

  10. Baochi says:

    Hi Nava,

    We don’t have an agreement in place with Gogo that enables their subscribers to access our hotspots. So no, you won’t be able to access Boingo Wi-Fi at Heathrow, for example, for free. You would need a Boingo day or monthly account. Let us know if we can answer any additional questions.


  11. Bob says:

    With so many airports and hotels offering free wi-fi access these days, I thought Boingo’s partnership with GoGo was going to be a real reason to stick with Boingo. But, unfortunately, Boingo’s price is identical to GoGo and the GoGo login couldn’t be easier, so I’m wondering what value there is to Boingo. Overseas wi-fi charges are high, but so are Boingo’s. In the US most places offer free access. And in the air, Boingo offers zero discount from GoGo’s prices. Am I missing something?

  12. Baochi says:

    Hi Bob,

    Thanks for reaching out and sharing your feedback. We agree — it’s a bummer we couldn’t offer Boingo users some cost savings via Gogo access. This is always our intent when partnering with roaming hotspot operators. We didn’t manage to make this happen in the case of Gogo, so you’re right: we’re simply “passing through” the standard Gogo rates. The value we do offer in this case is via our app, which allows existing Boingo customers to connect to Gogo (for an additional charge) without going through another account signup or having to manage multiple Wi-Fi accounts. It’s just a one-click process.

    As for the price of Wi-Fi overseas: again, the rates we offer are directly related to what roaming operators charge us for every Boingo connect. Luckily, we are able to pass through cost savings in this case. Our regional plans can save you money if your travels require access to more than just a one-time connect.

    It’s true that a number of hotspots in North America are free. If those locations are good enough for your needs, we can’t argue with that. Existing Boingo customers derive value from our North America plan because they connect at our managed airports and various other paid locations.

    Does that answer your questions? I’m happy to continue the discussion.


  13. Chris Robinson says:

    How long does it take for charges to appear? I flew three weeks ago and I can’t see the charges on my account. I need timely receipts for these so I can be reimbursed by my employer or clients. Anything more than a week or two later is not useful.
    I also saw nothing which showed the charge for the flight before you accept. Yes, there was a splash which said I’d be charged but nothing specific. “We charge the same as Gogo” doesn’t really help when you’re in the air and doen’t see how much they charge for your flight. It should come up in the Boingo app.

  14. Baochi says:

    Hi Chris,

    You can always check your account info (usage, receipts, etc.) at https://my.boingo.com. I’m also happy to look into your account and explain any charges for you.

    The app does include a message when you’re connecting via Gogo that you’ll be charged additional for connecting in-flight. Sorry we couldn’t negotiate a better roaming deal (we just pass through the price but give you the convenience of using your app and being billed by just one provider).

    Feel free to email me: bnguyen@boingo.com. Happy to help.




  16. Baochi says:

    Rosario, sorry to hear you had connection difficulties…what was the final outcome? Were you able to get online? Please send email to bnguyen@boingo.com. I am happy to investigate what went wrong. Please include details of: type of Boingo account, specific hotspot, device(s) used, etc.. Thank you and I look forward to helping you.


  17. HB says:

    Hi, I bought some boingo credits on my iPad through the iTunes store. Can I use these for the flight? Or do I need a boingo account. Thanks,

  18. Baochi says:

    Hi HB,

    Thanks for reaching out to us. Unfortunately, you can’t use Wi-Fi Credits for in-flight Wi-Fi through Gogo. Inflight hotspots are “premium” locations, the price of which is dictated by our partner, Gogo.

    Hope that answers your question.


  19. WeedWhackerDood says:

    This is a joke and the reason I dropped BOINGO was due to their inability to get any type of REASONABLE connnection fee with Delta. Everyone gets theirs, even us, but too bad we get it in the END….

  20. Baochi says:

    Hi there,

    I’m sorry to hear your frustration with us. But I’m not clear on where we went wrong for you. Are you referring to the in-flight connection prices? If so, we tried our best to negotiate a better deal with Gogo for Boingo customers but alas, the agreement does not include a price break. The advantage, for Boingo customers, is that you can connect with our app and have one bill — for ground and in-flight connections.

    Please feel free to email me at bnguyen@boingo.com should you have more questions and concerns.


  21. Matt says:

    gogo does NOT offer refunds.

    They have horrible customer service. I purchased wifi on a flight only to have to dig through their site to find out that they don’t support streaming movies, and so I didn’t use any bandwidth. They refused to give anyone a refund. Ever.

  22. jaynee arth says:

    let me know if you reach an agreement with gogo for discounts. I would like to join boingo otherwise i will stick with gogo

  23. Ana says:

    I can never find a hotspot while at the airport in Atlanta(ATL). It’s very frustrating because I’m there a lot!

  24. Brad says:

    I have just signed up (at the airport in china) it’s says I’m logged in although I cannot access the Internet or my email or the Facebook iPad app
    Quite frankly I give up so please refund me and cancel my account
    As. By the time you respond to this I won’t be in china anymore and most likely wont use boingo again.

  25. Christian says:

    Brad — someone from our customer support team will be in touch.

  26. Christian says:

    The Atlanta Airport runs its own network, so it is there. Keep looking!