81 Responses to A Big Snafu and a Big Apology

  1. Tara says:

    This stuff happens and it is not a big deal. However, I think you should apolgize for your mis representation of how your unlimited service works. It is bogus that is per airline and you don’t do a good job of making that know prior to subscribing. THat is where you should focus your apologies.

  2. George Curnew says:

    I just want my name and any information about me purged from your database. I doubt I’m the only former customer that has ZERO level of comfort that Boingo has its IT act together. Even before this incident, there was no chance I’d ever use Boingo again; my experience with you guys was a one-time use in a U.S. airport at some ludicrous rate for an hour of pretty lousy service.

    I suggest sending everyone who got the email (you do know who you sent it to, right?) something that asks if they want their info to be purged.

  3. Matt says:

    My actual question is: Why do you keep my information in the first place? I closed this account in June 2009 (because I was billed twice for a only one one-time access and reimbursed only after I complained about it). This is the same irresponisible handling of data as we find it in so many places (facebook etc).

    • Baochi says:

      Hi Matt: by law, we must keep records of our customers, past and present, for a few years. We assure you that your personal information was not sent to anyone but you. In addition, the errant email you received did not include highly confidential information. Again, we are so sorry for the inconvenience.


  4. Mike C. says:

    My unlimited account was in fact cancelled when this happened and I have contacted support today to see why.

    I will wait and see!

  5. Pingback: Social Axcess » Five Key Topics Every Enterprise Blogs Must Have

  6. Pingback: Case study: Boingo social media crisis - Colt Interactive

  7. Pingback: The Makings of a Great Social Media Crisis Plan: Boingo

Leave a Reply

Your email address will not be published. Required fields are marked *