Boy, did things go wrong over the weekend. An email test went bonkers, and sent many of our customers an email with an inaccurate message about their Boingo account being switched from monthly Unlimited to AsYouGo. Everyone received the same message about the service change with additional account information that was personalized to each individual recipient.
If you received this email message (or many, many messages), please disregard it. We’re terribly sorry for the confusion and disruption. If you want to check your account details, please visit https://my.boingo.com/selfcare and enter your username/password to securely access your information.
Many of you have taken to Twitter and Facebook to alert us of the problem and ask for clarification. Below are the most frequently asked questions and answers about our embarrassing email snafu. Hopefully, this clears up any confusion and gives you peace of mind. If you have additional questions, please leave us a post comment.
- Have my account details been compromised?
No, we would never send out highly confidential information via email communications. The email you received was personalized with some of your account details but did not include billing information (credit card number). In fact, our marketing email database does not store (or have access to) any credit card numbers.
- Has my account switched from Boingo Unlimited to Boingo AsYouGo?
No, there have been no changes to your account. The email you received about the service change is inaccurate. To check the status of your account, please visit our self-care portal: https://my.boingo.com/selfcare.
- Does Boingo intend to eliminate the Boingo Unlimited monthly plan?
No, we have no intention of eliminating our popular monthly plan. We have many customers who rely regularly on a Boingo connection; we would never force them into a pay-as-you-go-plan designed for those with ad-hoc needs.
- What went awry with the email testing?
We were testing out different email templates that – as you know – went into live production to many of you, indiscriminate of the type of Boingo service you have. If only the stars were aligned and the template you accidentally received was our “Thank You For Being a Loyal Customer” template instead of the one meant for those who actually want to change their Boingo account!
- What is Boingo doing to ensure that this email mistake doesn’t happen again?
We’ve no doubt learned some important lessons from this mistake. One of several measures we are taking is to heighten the wall between our test and production environments. We’re revisiting and re-engineering the sandboxes that these systems exist within to better protect the integrity of church (test) and state (prod).
We sincerely apologize for this big, fat error. Thank you for your understanding.