The Gogo advantage: world-class customer support
March 7, 2024
At Gogo, we are dedicated to delivering the ultimate inflight connectivity and entertainment (IFEC) experience in business aviation. Our commitment extends beyond our products to every interaction with our customers and partners—from the moment you begin investigating your connectivity options through the purchase and installation process, and every step of the way afterward.
Gogo's technical support teams are accessible 24/7, 365 days a year, ensuring you have expert assistance wherever you need it. We take pride in providing personalized support directly from our own in-house technical support experts. Our team, boasting an average tenure of more than 15 years in aviation, embodies excellence and deep industry knowledge, making each support experience as efficient and effective as possible.
Four ways Gogo’s customer support outshines the rest:
1. Experts on the line and in the hangar
When you call Gogo, you'll be greeted by a knowledgeable expert who will address your questions and concerns. Gogo's support team has three tiers.
Tier 1:
- Experts in service plans, pricing, and contracts
- Helps you understand the equipment and service plan that best fits you and your aircraft
Tier 2:
- Experts in tech support
- Assists with installations, upgrades, and troubleshooting
- 80% of Tier 2 tech support are Airframe and Powerplant (A&P) certified, and all have vast aviation and/or connectivity experience.
Field Service Engineers (FSE):
- Experts in the hangar
- Most FSEs are A&Ps or experienced Avionics Technicians
- FSEs are regionally dispersed and strategically located at some of the busiest airports to provide on-site support where you need it
2. Proactive alerts to better serve YOU
Gogo's support goes beyond reactive measures; we proactively monitor your system to identify and resolve issues before they become apparent, enabling uninterrupted service.
Proactive Analytics:
- Checks the health of your LRUs with a proprietary system called AIRCAT that utilizes artificial intelligence to identify the root cause of issues, even before they're reported
- Reviews approximately 2.5 million alerts daily on various health indicators such as battery and aircard status
3. Over-the-air software updates
With over-the-air software updates, all AVANCE LRUs can receive technology upgrades ensuring the latest software is onboard delivering the most robust inflight connectivity experience for passengers, crew, and ground maintenance staff.
4. Don't take our word for it: The numbers tell the story
96% of our customers report being satisfied with their support experience and 99% agree that we make it easy for them to resolve their requests.
What our customers and partners are saying about working with Gogo:
“Gogo and Satcom Direct have long been leaders in business aviation connectivity, joint efforts seem like a natural fusion and undoubtedly will bring positive advancements to the industry.”
Erwin Carrillo, Satellite Manager at Duncan Aviation
“Thank you for your outstanding support on the GV (Gulfstream 5) in Texas last week. It made all the difference in the world. Gogo came through and helped us quickly resolve the issue face-to-face with the customer.”
Rob Reed, Director of Aircraft Modification Programs at Steven’s Aerospace & Defense Systems
Why Gogo?
When researching inflight connectivity solutions, remember that not all IFEC providers are created equal. Consider:
- How available and responsive do you require support to be?
- What level of business aviation expertise do you need your support team to have to be successful?
- How important is it to you that your provider leverages predictive analytics to provide proactive support?
Gogo provides you with performance, reliability, and award-winning support from industry experts, available 24/7/365, including every major holiday.