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Business Profile

Internet Providers

Gogo LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/16/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On August 7th 2023, I flew Virgin Atlantic flight #DL5981 from ********** to ********. I purchased in-flight ****. The **** did not work the entire flight. I reported this to the flight attendant and he told me the pilot was aware and will reset the **** shortly. Almost 8hrs later and still no ****. I was not able to work as planned. Upon arrival, I submitted a request to Virgin Atlantic to request a refund. They opened a support case but told me that Gogo in flight will contact me directly because I made the purchase from them. I have followed up multiple times over the next month and still no response from this vendor. I would like for Gogo to refund me for the amount paid for the ****. Why does it have to be so difficult? It's so unfair to the customer.

    Business Response

    Date: 01/18/2024

    Hello - Gogo no longer provides WiFi for commercial airlines. This is provided by Intelsat's Wi-Fi Onboard. Having said that, I now work for Intelsat and was able to locate the charge in question and provide a full refund. I'm very sorry for the back and forth with the airline. 

    Best,

    ******************* - Intelsat

    email: **********************************

    Customer Answer

    Date: 01/19/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *************************

  • Initial Complaint

    Date:12/20/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought a one month pass on Jan 30, 2022. No indication of a recurring charge in Gogo's language, and I had no intention to "subscribe". Have been charged 10 additional times by gogo since then, during Feb through Nov 2022, $49.99 each month, even though i didn't sign up for this. Didn't use the service any of these months, in fact, Gogo has been happily charging me for an individual flight plan at every opportunity during this period. As I requested over email (but was unfortunately brushed aside by a Gogo rep), please cancel my "subscription" and please refund me for 10 months, meaning $499.90, asap.

Gogo LLC is NOT a BBB Accredited Business.

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