Scott Carmichael

Airlines want to ensure that the passenger experience with inflight internet is a positive one.  Gogo believes that customer support is an important part of a passenger experience.  We target 15/98/98, and want to hit these measures for every passenger on every flight.  However, sometimes the long chain of technology to connect to the internet fails.  When that happens, Gogo wants to make sure every passenger has a positive impression of the airline they’re flying.

An important way that Gogo supports airlines is with Gogo Customer Care.  This full-service customer support team provides 24/7/365 support for passengers when they are having problems connecting to a Gogo Service.  The customer service agents can diagnose whether it’s a problem with connectivity to the aircraft, connectivity to the passenger, or something in between.

Gogo offers Customer Care on a worldwide basis, and Care agents support passengers 24 hours a day, 7 days a week, 365 days a year.  Agents communicate with passengers in e-Chat, email, or text to address issues efficiently.  Passengers can also use self-service troubleshooting tools or talk to Care agents by phone on the ground.  This high degree of interaction translates directly to passenger satisfaction and helps Gogo identify systemic problems quickly as well.  As a result, we’ve seen our contact rate drop by more than 75% in the past 8 years even as we’ve added more aircraft to our network.

Key stats of our Care service:

  • Customer Care satisfaction survey shows 85% of customers rate their experience as satisfied
  • 24/7/365 operation
  • Dedicated social media team monitors social media channels 24/7
  • Multi-lingual support English, Japanese, French, Spanish, Portuguese
  • 4-weeks agent training per year

Gogo Customer Care offers best in class assistance to passengers so that flight attendants don’t have to.  We’ve been doing this for more than 8 years, across more than 3200 aircraft around the world.  This depth of experience and large portfolio of customers means that we have the scale, systems, and technology in place to effectively help passengers when they struggle to connect.  Customer Care is one more way that Gogo delivers the inflight internet to passengers.

Leave a Reply