Complain About Gogo Inflight Internet - learn how to file a complaint

Getting a response can feel like waiting for the flight to land. Seriously, patience is a virtue here.

🔍 Tips to Get a Quicker Response from a Complaint

• Have Your Info Ready: Don't call without your flight number, the date of the flight, and the email you used to sign up. They will ask for it.
• Call at Weird Times: Try calling mid-morning on a Tuesday or Wednesday. Avoid Mondays and lunch hours.
• Be Direct: Don't just say "it was slow." Say, "I paid $29.99 for a service that failed to load a single webpage. I require a full refund."

How to Escalate Your Complaint

If Gogo support is giving you the runaround, it's time to go over their heads.

• File a Complaint with the Better Business Bureau (BBB): Head to the BBB website and file a formal complaint against Gogo Commercial Aviation LLC. It's public, and companies often respond to avoid another negative mark. The BBB works, but prepare to wait. Gogo already has an 'F' rating, so they might ignore it, but it's a necessary step.
• Complain to the FCC: Since Gogo provides an internet service, you can file an informal complaint with the Federal Communications Commission (FCC). It's free and can be done online. The FCC will forward your complaint to Gogo, and the company is required to respond to you in writing within 30 days. This often gets their attention when nothing else does.
• Initiate a Credit Card Chargeback: This is your best weapon. If you paid for a service that was unusable or non-existent, contact your credit card company (Visa, Amex, etc.) and dispute the charge. Explain that the service was not rendered. Have your flight details and the date of the charge ready. This almost always works, especially if you have a record of trying to contact Gogo first.

Email Template to Complain to Gogo Inflight Internet

Subject: Formal Complaint: Refund Request for Unusable Service on Flight [[Flight Number]]

To Whom It May Concern,

I am writing again to resolve an issue regarding the Gogo Inflight service I purchased on [[Date of Flight]]. This is my second attempt to contact you about this, as my initial request seems to have been ignored.

On my flight from [[Origin]] to [[Destination]], I paid [[$Amount]] for a Wi-Fi pass. The service was non-functional for the entire duration of the flight. I was unable to load a single webpage, let alone send an email. Frankly, it's incredibly frustrating to pay for a premium service that completely fails to deliver, especially when you're counting on it for work.

To resolve this, I require a full refund of [[$Amount]] to my original payment method. My account is under the email [[Your Email Address]].

Please process this refund within 5 business days. If I do not receive a confirmation of the refund by then, my next step will be to file a chargeback with my credit card company and submit a formal complaint to the FCC.

Thank you for your prompt attention to this matter.

[[Your Name]]

Pro Tips for Making Your Complaint Heard

• Use the Magic Words: When you finally get someone on the phone or chat, immediately say, "I would like a full refund for service that was not rendered." It cuts through the script.
• Request a Reference Number: Always ask for a ticket or reference number for your complaint. If you have to call back, it proves you've already tried to resolve the issue.
• Take Screenshots: If you can, take a screenshot of the "connecting" screen that never connects or a speed test showing abysmal speeds. Evidence is everything. One user on Reddit mentioned they got an instant refund after sending a screenshot of the Gogo page being unable to load itself. Classic.
• Don't End the Call Without a Resolution: Don't accept "we'll look into it." Ask for a direct confirmation of the refund or a timeline for when you'll hear back.

Tired of paying for Wi-Fi at 30,000 feet only to spend the whole flight staring at a loading screen? Sound familiar? You try to get a refund, but you're stuck in a support loop, getting the same scripted answers from a chatbot or waiting on hold forever. It's exhausting.

Honestly, you've got better things to do. Let Pine AI handle it. We'll draft the complaint, follow up persistently, and manage the entire frustrating process for you. No more wasting time trying to prove the service you paid for didn't work. We'll take on the fight so you can get your money back and move on.