Frequently asked questions

As a good partner to our airline customers, if asked, Aircell will work with them to implement such content filtering technology and policies as they deem appropriate to ensure the best possible inflight Internet experience for their passengers.

When attempting to use a promotion code towards a purchase, there are various reasons why you might receive an error message:

Your promotion may have expired.

You may be attempting to use a single-use promotion code that has already been redeemed.

The promotion you are attempting to use may only be used for particular flights, airlines, or products (Gogo Flight Pass).

A Gogo Flight Pass allows you to utilize the Gogo network for the duration of a single flight, while use of electronic devices is permitted at or above 10,000 ft.

Completely Automated Public Turing test to tell Computers and Humans Apart (CAPTCHA) is a commonly used method of ensuring that automated systems cannot perform actions that would degrade a network’s quality of service. As such, a CAPTCHA code is a test that is easily solved by humans, but difficult for a computer’s built-in logic system to figure out and potentially automate.

The following are examples of what a CAPTCHA code looks like:

Gogo has partnered with VeriSign, the leading Secure Sockets Layer (SSL) Certificate Authority. VeriSign is used by many of the world’s leading banks and financial institutions to secure sensitive financial transactions, such as Merrill Lynch, Charles Schwab & Co., Inc., and US Bancorp.

How does SSL work? An SSL Certificate consists of a public and private key. When information is passed from your laptop or device to a server, the public key encrypts your information and the private key deciphers the information when it arrives at its destination.

What does this mean to you? Without SSL encryption, packets of information travel through networks in full view. Imagine sending mail through the postal system in a clear envelope. Anyone with access to it could see the data. If it looks valuable, they might take it or change it.

Without third-party verification, how do you know a website is really a business you can trust? Imagine receiving an envelope with no return address and a form asking for your bank account number. An SSL Certificate helps Web site visitors protect sensitive information and get a better idea of who they are entrusting it to.

Gogo knows that your information is private; and with VeriSign, you can trust that it stays that way.

Gogo is available only onboard specific planes and does not become active until the aircraft has reached a minimum altitude of 10,000 feet. Conversely, when the aircraft descends below 10,000 feet, Gogo will no longer be active.

Currently, you cannot purchase Gogo one time and continue using it aboard different flights or airlines. The Gogo Flight Pass is available for the duration of the flight in which it was purchased.

Currently, you can only be logged into Gogo on one Wi-Fi device at a time. If you wish to log into multiple devices, you must log off of the first device prior to logging into the second device. If you must be logged into two devices simultaneously, you may set up multiple accounts and purchase multiple services.

Gogo is currently only available on specific domestic flights.

Protecting your security is of utmost importance to Gogo. To aid in this, before allowing you to change your account password we require additional information. This helps to ensure that you’re the only person changing the password on your account.

The status window allows Gogo to display your connection status (poor, good, excellent, etc.) as well as communicate important information during your flight (upcoming outages, etc.).

Passenger security and safety is of utmost importance to Gogo. Before allowing our service to be used onboard, all aspects of its use were rigorously tested by Gogo and our airline partners, and certified by the Federal Aviation Administration (FAA).

You should expect to experience speeds similar to the mobile broadband experience on the ground.

Cellular phone service is unavailable during flight. Due to Federal Communications Commission (FCC) regulations, Gogo does not support cellular network services such as cellular voice service, SMS, and MMS. However, Gogo does support most Internet applications such as web browsing, instant messaging, and email.

Voice over Internet Protocol (VoIP) is unavailable during flight. Gogo and each of our partners determine whether or not to allow VoIP usage onboard the aircraft. If the airline you are flying on prohibits VoIP usage, you may be able to utilize VoIP onboard a different airline.

In general, the minimum requirements to access Gogo are a supported web browser and a device with 802.11 a/b/g (Wi-Fi) wireless local area network (WLAN) capability.

For a list of supported handheld devices, click here.

Supported laptop browsers include:

Microsoft® Internet Explorer® 6 & 7 (Windows® XP or Windows Vista™)

Mozilla® Firefox®

Safari™ on Mac OS® X

Supported handheld device browsers include:

Windows Mobile 5

Windows Mobile 6

Nokia N95 Mini-map browser

Safari browser on iPod Touch and iPhone

Blackberry® Browser on 8320 and 8820 (in Wi-Fi mode)

In general, the minimum requirements to access Gogo are a supported web browser and a device with 802.11 a/b/g (Wi-Fi) wireless local area network (WLAN) capability.

For a list of supported handheld devices, click here.

Supported laptop browsers include:

Microsoft® Internet Explorer® 6 & 7 (Windows® XP or Windows Vista™)

Mozilla® Firefox®

Safari™ on Mac OS® X

Supported handheld device browsers include:

Windows Mobile 5

Windows Mobile 6

Nokia N95 Mini-map browser

Safari browser on iPod Touch and iPhone

Blackberry® Browser on 8320 and 8820 (in Wi-Fi mode)

Yes, you can. If your employer has provided you with a Virtual Private Network (VPN) client and a firewall, you can seamlessly access your corporate network. As with any wireless communication, VPNs are not inherently secure. Therefore, Gogo recommends that you take appropriate measures to ensure the security of your wireless connections.

See the Privacy Policy posted on our website for additional security information.

NOTE: While logged onto your corporate VPN, the Status Window will not function. Also, you will need to disable your VPN if you wish to return to any of the Gogo pages on the Internet.

Like any connection to the Internet, the speed of Gogo can vary. Gogo will allow you to surf all over the Internet while flying high above the earth, but media-rich content may be slow or unavailable, depending on how many people are using Gogo.

There are various methods of reaching our Customer Care team. You may utilize any of the following methods:

eChat – by far, the most common method of reaching Customer Care. By utilizing the eChat functionality, you are able to conveniently chat with a live Gogo representative at any time, both while on the ground or flying high above the Earth! eChat may be found by clicking Gogo Customer Care > Chat With a Representative or Chat with us now.

Contact Gogo – this functionality allows you to send Customer Care an email which will be responded to within 24 hours. The Contact Gogo function is located by clicking Gogo Custer Care > Click here to contact Gogo > send us an email. NOTE: emails sent to Customer Care may not be responded to for the full 24 hours. If your matter requires immediate consideration, please use the eChat functionality.

Call Gogo – this function is meant for those questions or matters which can wait until you are back on solid ground. Available 24/7, contact our helpful Customer Care team via phone by dialing 1 (877) 250-0038.