Gogo has established a reputation as a leading provider of inflight connectivity and customer support in the aviation sector. With a dedicated team of connectivity experts and regionally located Field Service Engineers (FSEs), Gogo not only resolves 96% of customer inquiries remotely but is also equipped to tackle complex issues that necessitate in-person assistance. The extensive experience of Gogo’s support team benefits customers by providing rapid onsite assistance and powerful tools to ensure reliable inflight connectivity.
In today’s aviation landscape, connectivity is not just a luxury; it’s essential. Gogo recognizes this and has built an advanced customer support infrastructure dedicated to providing real-time solutions. When the unexpected occurs, Gogo’s FSEs offer the reliable support needed to keep your aircraft connected.
Gogo’s FSEs are seasoned inflight connectivity experts with over 180 years of collective aviation experience. This strategically placed team allows Gogo to respond to any aircraft on the ground (AOG) situation anywhere in the world within 24 hours, ensuring that crucial connectivity issues are resolved promptly. Matt Esposito, SVP of Global Customer Operations, describes the team as an “All-Star” roster illustrating the world-class level of service Gogo provides.
The FSEs provide a suite of services crucial for the maintenance and enhancement of inflight connectivity:
Stevens Aviation
Stevens Aviation faced an urgent connectivity situation with a GV in Texas. A local FSE was dispatched immediately, facilitating a face-to-face resolution that significantly impacted customer satisfaction. Rob Reed, Director of Aircraft Modification Programs, commended Gogo’s exemplary service.
BAR Aviation
As an example of Gogo’s effective support, Uganda-based BAR Aviation highlighted a preflight issue resolved via WhatsApp within 15 minutes, allowing for on-schedule departures. Chief Pilot, Charlie Arter, praised the combination of innovative technology and responsive support.
Beyond regional support, Gogo provides a robust toolkit for inflight personnel and operations teams to monitor system health and performance in real-time. This includes:
Gogo’s commitment to customer satisfaction extends into focused training initiatives. The company offers on-site training and comprehensive solutions for new and existing customers, ensuring that all staff are well-versed in Gogo’s products. Continuous wellness checks and training sessions help prevent future issues, bolstering operational competence.
Gogo’s customer support model exemplifies a commitment to excellence in inflight connectivity. With a dedicated team of FSEs, rapid response capabilities, and a focus on continuous improvement and training, Gogo is not just a service provider, but a vital partner embedded within our client’s operations. For more information about our available field services support in your area, click here. Or, feel free to contact Gogo Technical Support directly.
Gogo’s dedication to exceptional customer support, underscores its role as a leader in the aviation connectivity space. By integrating advanced technology and expert knowledge, Gogo fosters a level of support that ensures seamless inflight experiences for all customers.
