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Gogo 5G: First to fly
Dealer FAQ

Q: Who is eligible for the First To Fly promotion?

A: New and existing AVANCE L5 customers may take part in this program, both the X3 $50K rebate promotion and the L5 antenna exchange $30K promotion.
 

Q: Can a customer switch to the expanded the First To Fly $50,000 rebate promotion?

A: Yes! We are so excited about the launch of our 5G network that we're celebrating by expanding the First To Fly promo. Anyone who has already signed up for the $30,000 antenna swap promotion will be automatically upgraded to our new promotionyou can read more about it here. If a customer does not want to be upgraded, please have them contact us and we'll honor their request.
 

Q: Can a customer get both promotions at once?

A: No, a customer is only eligible for either the $30,000 antenna swap promotion or the $50,000 X3 rebate; they cannot get both.




X3 (5G) LRU $50K Promotion FAQs
 

Q: Who is eligible for this X3 $50K promotion?

A: New and existing AVANCE L5 customers may take part in this program.
 

Q: What is the promotion?

A: Any new or existing L5 customer is eligible for a $50,000 rebate with the purchase of Gogo 5G equipment, as detailed below. After the equipment is received, installed, and activated with a 5G service, the customer will receive a $50,000 rebate for the X3 LRU. 
 

Q: How does a customer qualify for the promotion? 

  • Customer must complete the X3 rebate First To Fly promo form by October 31, 2023
  • They must place a purchase order for Gogo 5G provisions by October 31, 2023, and available equipment must also be shipped by October 31, 2023.  
    • ​Gogo 5G equipment is comprised of MB13 antennas, X3 mounting tray and fans, and the X3 LRU along with a new AVANCE L5 unit (if you do not have one already).  
  • At a minimun aircraft must have MB13s installed by October 31, 2023. 

  • All 5G equipment – including the X3 LRU – must be installed and activated by October 31, 2024.  

  • The customer must activate a 5G service plan by October 31, 2024. 

  • Once the above criteria are met, the customer will receive their $50,000 rebate. 

Q: Does the AVANCE L5 have to be part of a customer's X3 purchase order? 

A: No, the AVANCE L5 unit does not need to be part of the purchase order. Your customer may already have an AVANCE L5 installed or, for example, they may get it from a Dealer’s existing supply of Gogo hardware. 

  

Q: How does a customer get started?  

A: Complete the First To Fly promo form by October 31, 2023. This can be done by the customer or you, the installing Dealer. 
 

Q: What if your customer already signed up for the original First To Fly promotion for a $30,000 antenna exchange rebate?

A: We’re excited to offer this enhanced promotion to support the availability and installation of our X3 LRU, so our plan is to automatically upgrade anyone who was already registered for the $30,000 antenna exchange promotion into this new $50,000 rebate offer. If you want to opt out of this, please contact Gogo Customer Operations at +1.888.286.9876 or bacustomerservice@gogoair.com as soon as you can.  

 

Q: Is your customer eligible for the First To Fly promotion if their ATG system is not currently activated?

A:  Yes! Just follow the directions above and your customer will be eligible as described.  
 

Q: Is your customer eligible for the First To Fly promotion if they don’t have any Gogo connectivity system today?

A: Yes! Just have them follow the directions above and your customer will be eligible as described.
 

Q: What is the process for receiving a rebate?

A: When a rebate is due, our Accounting team will pay out the rebate based on the information provided in their program registration form. The payment will then be processed via check. Please allow 4-8 weeks for processing after they've met all of the qualifications detailed above.
 

Q: What if their account has a past due balance? 

A: A customer's account must be in good standing to qualify for the promotion. If their account has a past due balance on their monthly service account, the past due balance must be paid in full before they will qualify for the program. 

 

Q: Who should one contact with questions?

A: Their Gogo Regional Sales Manager can help answer questions. They can also contact Gogo Sales Operations at +1.888.328.0200 or basales@gogoair.com. If they have questions about service plans or the status of their account, please reach out to Gogo Customer Operations at +1.888.286.9876 or bacustomerservice@gogoair.com.




L5 Antenna Exchange $30K Promotion FAQs


Q: Who is eligible for this $30,000 antenna exchange promotion?

A: New and existing AVANCE L5 customers may take part in this program.


Q: What is the promotion?

A: Any new or existing L5 customer is eligible for a $30,000 loyalty incentive with a 5G system purchase order, under the following conditions:


DETAILS FOR NEW GOGO CUSTOMERS

  • The customer will place a complete Gogo 5G (AVANCE L5 + Gogo 5G equipment) order with an authorized Dealer and schedule the installation.                                   
  • Depending on 5G antenna availability, install the system with either the 5G antennas or the AVANCE L5 antennas.  
  • If the 5G antennas are not available, proceed with the installation anyway so the customer can enjoy incredible connectivity now. 
  • When the Gogo 5G antennas become available, replace the AVANCE L5 antennas with the new 5G antennas, send the AVANCE L5 antennas to us, and the customer will receive a $30,000 rebate.*

 

DETAILS FOR EXISTING AVANCE L5 CUSTOMERS
  • The customer will place a Gogo 5G equipment purchase order with an authorized Dealer and schedule the installation. 
  • When the current AVANCE L5 antennas are replaced with the new Gogo 5G antennas, send the AVANCE L5 antennas to us and the customer will receive a $30,000 rebate.*

Contact your Gogo sales representative for more information.


Q: What do we need to do?

A: 

  • Complete the promo request form available online by 12/31/22. This can be done by you or the customer.
  • Place a purchase order for either the AVANCE L5 + 5G X3 systems (for new customers) or the 5G X3 Upgrade system (for existing L5 customers).
  • For each upgrade path the requirements are slightly different: 
    • For current L5 customers, after installation of the X3 system and 5G antennas, the L5 antennas should be sent to Gogo using the RMA labels provided. 
    • For new L5 customers, if the 5G antennas are not available at the time of install, they can proceed with the installation using the current L5 antennas. Upon availability and installation of the 5G antennas, the L5  antennas must be returned to Gogo. Classic ATG customers must follow this same path in addition to returning the Classic ATG hardware using the RMA labels provided by Gogo. 
  • Complete the installation and deliver the aircraft in DASH.  This will give the customer the ability to complete the SSA to activate service. The customer must activate service before Dec. 31, 2023.
  • The customer will be issued a rebate from Gogo in approximately 4-8 weeks after the equipment is received in our system and the SSA has been completed.


Q: Who is responsible for returning the Classic ATG system or DDA Antennas from the aircraft?

A: The customer purchasing the AVANCE system is responsible for ensuring that their old hardware is returned to Gogo, although they may need assistance from their Dealer. Once the hardware has been received by Gogo, and the new system is activated with an active SSA in place, the rebate will be issued directly to the customer. 

  
Q: How will I be notified when a customer requests an upgrade?

A: You will receive an email when a customer completes the promo request forms.

 
Q: I’m currently installing an AVANCE L5 system, can the customer retroactively get this credit?

A:  Yes, but they will need to upgrade to the X3 and 5G antennas with a purchase order and return their L5 antennas to Gogo once the 5G antennas are installed.

 
Q: If a customer places an order by Dec. 31, 2022 but doesn't have it installed, will they qualify for the rebate?

A: Yes, they will qualify for the program if the online form is completed by 12/31/22 and service is activated by Dec 31. 2023.

 
Q: My customer is purchasing a new pre-owned aircraft with an existing Classic ATG system. Do they qualify for this promotion?

A: Yes. They must upgrade to an AVANCE L5 to receive the promotion. Please contact Gogo Sales Operations to confirm the existing unit at basales@gogoair.com or +1.888.328.0200.

 
Q: We have AVANCE L5 systems in our inventory. Do we need to buy systems specifically for this promotion?

A: No. You can use existing inventory.

 
Q: What do I need to send back to Gogo?

A: For existing L5 customers, they must return the L5 antennas upon installation of the 5G antennas. For Classic ATG customers, the Classic ATG LRU must also be returned once it’s been removed. Shipping details will be provided on the RMA form.

 
Q: Can I check the eligibility status of my customer?

A: Yes. If you’d like to find out if your customer is eligible for the promotions, please contact Sales Operations at basales@gogoair.com or +1.888.328.0200.

 
Q: What if the customer’s account has a past due balance?

A: If the customer has a past due balance on their monthly service account, the past due balance must be paid in full and the customer account must be in good standing before the customer will qualify for the program. 


Q: Who should I contact with questions?

A: Your Gogo Aftermarket Channel Manager can help answer questions. You can also contact Gogo Sales Operations at +1.888.328.0200 or basales@gogoair.com.

If your customer has questions about service plans or the status of their account, please have them reach out to Gogo Customer Operations at +1.888.286.9876 or bacustomerservice@gogoair.com.

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