Author Archives: Dave

About Dave

With over 20 years' experience in the cutthroat telecommunications arena, Dave has developed a knack for adventure -- and a need for speed -- in the boardroom, on the road and in the wild. An avid motorcyclist and vintage racecar driver, Dave is right at home in LA -- and he loves the fact that only a couple hours separate him and a good wine tasting in Napa Valley!

Featured Article

Like many parents with school-age kids, you’ll find me most weekends at a neighborhood park or in the bleachers rooting for my son’s teams. Last week I was at my older son’s lacrosse game (go Seahawks!) with my younger son in tow. The little guy isn’t exactly the biggest lacrosse fan, but as luck would have it, there was a Time Warner Cable Passpoint Wi-Fi signal at the park, so he was able to get online with his tablet to pass the time. Thanks to a roaming agreement with Time Warner Cable, Boingo subscribers can now access more than 50,000 Wi-Fi hotspots just like the one at the park – absolutely free. And because it was Passpoint-enabled, my son got connected automatically, without the need for a login password or special software. Passpoint is to Wi-Fi what peanut butter is to jelly. Quite simply, Passpoint is new technology that streamlines the process of getting online. No more searching for a signal or fumbling with login screens. Passpoint does all that work for you. It finds and connects to Passpoint-enabled Wi-Fi signals automatically. What’s more, Passpoint offers built-in security, which protects you on open Wi-Fi signals. And it delivers speeds that

Recent Articles

Happy Holidays and Happy New Year!

Dear Boingo Customers, Friends and Family, Happy Holidays and Happy New Year! As we wind down 2011, I thought I’d take a moment to express gratitude, reflect on the year, and reinforce our 2012 efforts as a company. On behalf of the Boingo team, thank you for supporting the company. Boingo is fortunate to have a customer community who celebrates our successes, engages with us through our social channels, and provides feedback for improvement. Your involvement is a big motivator in our efforts to deliver the best Wi-Fi service possible. 2011 was quite a year for Boingo, most notably because of our IPO in May. This year also marked our ten-year anniversary. The past decade has flown by, and I’m proud we’ve built a sustainable company for the long term. In 2011, we also made great strides toward our strategic goals. We grew from 200,000+ to 400,000+ Wi-Fi hotspots worldwide through existing and new partnerships. We deployed additional Boingo-operated networks in new types of venues including stadiums, malls and restaurants. We launched Wi-Finder, an app that helps you find and connect to free and Boingo hotspots. We expanded our portfolio of gadgets we support. We introduced more flexible Wi-Fi plans and payment options. We

Recent Articles

Boingo is a Mashable Awards Finalist

We’d like to thank everyone who nominated Boingo Wireless for the 4th Annual Mashable Awards, and we’re delighted to be among the top five finalists for Best Social Media Customer Service! Voting is in full swing from now until December 15, 2010. Mashable has designed the process so supporters can vote every day through Twitter and Facebook. We’d be honored to earn your vote. While it would be fantastic if Boingo won the Mashable title for Best Social Media Customer Service, I’m thankful we’ve been recognized, both as a finalist and a case study in Mashable’s recent article, “3 Examples of Stellar Social Media Customer Service.” These nods to Boingo indicate we’re on the right path to serving your customer care needs. The good folks at Mashable recently interviewed us about our customer care approach. Below, I’ve shared our reply. Feel free to post comments. We like it when you connect with us. What inspired you to start using social media for customer service? We believe there’s a distinction between customer “service” and customer “care.” Customer service means you’re doing just that – servicing a customer. It’s old school. It’s doing the minimum. We like to think of ourselves as

Recent Articles

Social Media For Business: A Marketing or Customer Care Strategy?

There seems to be growing debate among businesses over whether to use social media as a marketing or customer care channel. While I can’t speak to what’s best for other organizations, I’ll share with you what seems to work for Boingo and our customers. Boingo’s social media efforts are geared primarily at providing support to customers. We’re in the business of keeping people online. If our customers encounter difficulty, we want to know and we want to fix it. It’s that simple for us. Customers contact us by phone, email, and increasingly via Twitter and Facebook. We want to be where our customers are so, for example, if they choose to tweet to us for help, they can count on us to tweet a reply. When we’re not answering questions or troubleshooting via our social media channels, we’re secondarily focused on having a conversation with our community. Since Boingo customers are predominantly travelers and/or tech enthusiasts, we post news about travel and technology. We’re often delighted by the conversations and debates spurred by these news items. On occasion, we use Twitter, Facebook and LinkedIn to post news about Boingo, e.g., new hotspot locations, partnerships, software updates, product integrations and most

Recent Articles

The iPad: Just a Fun Toy or a Game Changer?

When Apple pre-announced the iPad, I was disappointed at what appeared to be an iPod Touch on steroids. I didn’t understand what was so “revolutionary” and “magical” about it. Now that I’ve been using the iPad for a couple of weeks, I get it. The device does live up to the hype. In fact, I like it better for just about every online activity…watching a video, e-reading (even over the Kindle), typing out a business email, gaming or just plain web browsing. My iPad sits on the coffee table in our family room so that it’s always within reach, and I find that I prefer it to my laptop and other mobile devices (which include an iPhone and a Nexus One). It’s fun, intuitive, and magical. I love my iPad (as you can see from the photo that my wife took). So far, my only complaint about the iPad is that it’s heavy. As a lap device, it’s fine. But if it’s not resting or propped against something, it’s a bit cumbersome. I’ve read some reviews that suggest the iPad is only for certain usage scenarios such as home entertainment. I disagree. I think the iPad will eventually find its

Recent Articles

A Big Fat Apology

On Saturday, an email campaign that we were testing went terribly, terribly awry. (Think Hal taking over in 2001: A Space Odyssey.) If you received an email message (or many, many messages) from us about your account status, kindly disregard it. We’re terribly sorry for any confusion or inconvenience this might have caused. In the annals of Email Marketing Fiascos, this ranks right up there, and for that we’re embarrassed and appreciate your understanding. If you’d like additional information, or have some questions, please check out our frequently asked questions here. Sincerely, Dave Hagan President & CEO

Recent Articles

Thank You for Your Haiti Relief Efforts

Friends of Boingo: I’d like to extend a big thank you to each of you who supported the Haiti relief efforts, whether it was through a channel we brought to your attention or any other channel you discovered on your own. It’s heartening to see such generosity and goodwill in a time of tragedy. I am awed by the outpouring of support from within the Boingo community. For us, this effort is still underway. As you may know, Boingo has made a financial commitment to Doctors Without Borders. For the month of February, a portion of all Boingo sales will be donated to this great organization to aid their work in Haiti. This is in addition to nearly 1 million ads for the Red Cross that we have served in our North American airports. Again, thank you for your support in this time of need. Our hearts and thoughts are with the victims and responders, both in Haiti and around the world, and our gratitude is extended to you. Best regards, Dave

Recent Articles

Need to Reach Boingo? Send Us a Tweet!

With 300 million people on Facebook, 8 million daily visitors on Twitter, and 40 million members on LinkedIn, social media is now the #1 online activity in the world (over porn). Just imagine the number of conversations taking place at any given time as people keep in touch with friends and family, share information, and express themselves. But social media is no longer just about making conversation; it has become an important channel for customers to communicate with companies. According to a recent USA Today article, 58% of survey respondents said if they tweeted about a bad experience, “they would like the company to respond to their comment.” Frankly, it surprises me that *only* 58% of Twitterers expect to be heard when they have a complaint. The fact is, many of you are reaching out to Boingo via social media sites, and our goal is to respond to all of you. Here are some examples of how we’ve got our ear to the social media ground: A customer at the airport had trouble connecting to Boingo on his smartphone and tweeted about it. We responded and determined (yes, in 140 characters) that the user needed to update his Boingo Mobile

Recent Articles

Welcome to the Hotspot – the Boingo Blog

I’m Dave Hagan, President and CEO of Boingo Wireless. As we launch, I wanted to take the opportunity to write the first blog post and talk a little bit about Boingo and the goal of the Hotspot. Like you, I’m a road warrior. I get flight delays, stuck in the middle seat in coach and stand in long security lines. I travel around the world for both business (mostly) and pleasure (when I can), so like you, I’ve picked up a few travel tips and tricks along the way. That’s what this blog is all about: it’s about the Boingo community sharing the highs and lows of life on the road. It’s about finding a “hot spot” in your destination city – that cool hidden gem that fellow travelers can appreciate. It’s about getting the best seat when flying, and tips on getting through TSA. It’s about airports, car rentals, hotels and restaurants. And of course, it’s about people that are on the road and traveling – by planes, trains and automobiles – and how they get around and online. But, it’s more than just that – this blog is about you. It’s about the Boingo community, and an extension