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.

Gogo is available only on-board 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.

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).

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)

For starters, check the List of Supported Devices. Otherwise, many devices are Wi-Fi certified and carry the Wi-Fi logo from the Wi-Fi Alliance.

Additionally, you may open the device’s connection manager – which is an application used to modify the handset’s network connections and see if there is a reference to WLAN (wireless local area network), Wi-Fi, or 802.11. Typically the connection manager is located in a settings or applications folder.

Gogo is considered an Internet Service Provider; however, not all states tax Internet service. Gogo will apply tax at the rate of the state from where the flight originated. For example, if your flight is from Walla Walla, WA (ALW) to Chicago, IL (ORD), the tax rate of Washington would apply to your purchase while in flight, as Washington does apply tax to Internet Service Providers.
 
Based on current regulations, the following states DO assess tax on Internet service: 
 
               New Mexico 
 
               North Dakota 
 
               South Dakota 
 
               Wisconsin 
 
               New Hampshire 
 
               Washington state 
 
               Ohio * 
 
               Texas ** 
 
*Ohio applies tax to Internet service, but only for commercial use.
 
**Texas does apply tax to Internet service, but only if the monthly service charges are $25.00 or more..

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.

Speed may vary due to your device, atmospheric conditions, terrain, network capacity, and aircraft location. In order to preserve an equitable passenger experience for everyone, Gogo prioritizes different types of usage. Applications that use high bandwidth, such as file sharing, multi-player gaming, streaming audio/video, and VoIP are given a lower priority and may not work consistently or at all. Please check your airline’s electronic device policy for additional information.

The details of specific purchases made in the air using Gogo may be viewed in flight or on the ground. You can print a copy of your receipt by visiting gogoinflight.com, logging into your account, and following the steps below:

1. Click My Account, located in the upper right-hand corner of any page.

2. From the Purchase History section of the Account Overview page, locate the appropriate purchase. Each purchase displays the following:

3. Click Details. The purchase details display on-screen.

4. Click Print. (The print option will only appear if you are accessing this information from gogoinflight.com while on the ground.)

5. Click Close. The Purchase History page displays.

If the purchases you are searching for do not appear on the Account Overview page, click View All in the Purchase History section to view a listing of all purchases made in the last six months.

If you require a purchase history from more than six months ago, you may obtain these records by contacting the Gogo Customer Care Team via Live chat, email, or by calling 1-877-350-0038 while on the ground. (Chat is available on US carriers only)

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.

Enter a public web address (e.g. yahoo.com) to redirect your web browser to solve this issue. If that doesn’t work, and if you know your company has special VPN, proxy or firewall settings set up on your computer, you may need to disable or adjust one or all of those settings and try again.

Using cellular network services (voice or data) during the flight is not currently allowed by the FCC. When you can’t call, however, you can still Gogo! With most Internet applications, you can email, IM or just browse the web for information, so you don’t have to wait until you’re on the ground to keep in touch.

Please note: VoIP services are also currently prohibited.