Customer FAQ

Q: What is the tool?

A: The tool is a free, simplified way for you to select and confirm Gogo hardware and services prior to delivery of your aircraft.

Q: I am a new Gogo customer and I don’t have a DASH account, will I run into any issues with the tool?

A: No, you will be directed to create a DASH account before entering the tool. If you already have a DASH account, you will be prompted to sign in before entering the tool.

Q: I got a URL from my OEM; how else can I access this tool?

A: Currently, the only way to access this tool is from the URL you received from your OEM. In the future, you can access the tool through DASH or the Gogo website.

Q: What happens if I need to step away while using the tool and end up getting timed out?

A: As long as you click the “Proceed” button on any given page, your data will be saved, and you will be able to pick up where you left off. If you were unable to select “Proceed” before getting timed out, you will need to re-enter the information on that page.

Q: What if I don’t know my tail number yet?

A: The tail number isn’t required to select hardware and services in the tool, and you can note “N/A” if you do not have it yet. Only the make, model, and serial number are required. You can add or change your tail number through DASH once you get it.

Q: I am not the signing authority, but I filled out the tool. How do I send the information to the signing authority to sign off on all selections?

A: You will have the option to send the selections made for approval to the signing authority on the review page of the tool. All you need to do is provide the name and email address of the signing authority and Gogo will send them an email detailing all the selections made for them to sign off on. You will get an email confirmation once the signing authority has signed off.

Q: When will I start getting billed?

A: You will start getting billed after you take delivery of your aircraft.

Q: When will my new service or changes be applied?

A: Your new service or any change you made will be applied immediately. If you made a mistake or are unsure, you can contact Gogo Customer Support at +1.303.301.3278 or bacustomerservice@gogoair.com.

Q: Can I see all the other new aircraft associated with me?

A: Yes, you will be able to see all other new aircraft associated with you. You will need to go through the same flow for each new aircraft with Gogo hardware being installed.

Q: Can I see all existing aircraft associated with me?

A: No. Please log into your DASH account to see all existing aircraft associated with you. If you need to make any changes to your current hardware and services on an existing aircraft, please contact Gogo Customer Support at +1.303.301.3278 or bacustomerservice@gogoair.com.

Q: Why is there only one hardware option available to me?

A: There is only one hardware option available to you as we have pre-filled the hardware option based off what you chose through your OEM. If there is a mistake, please select the option to view additional hardware options or contact Gogo Customer Support at +1.303.301.3278 or bacustomerservice@gogoair.com.

Q: I accidentally picked the wrong hardware or service plan, how can I change it?

A: Prior to your aircraft being delivered by your OEM, you can change your selection through the tool or by contacting Gogo Customer Support at +1.303.301.3278 or bacustomerservice@gogoair.com. After your aircraft has been delivered, you will need to contact Gogo Customer Support.

Q: What contact information do I need to include?

A: We require that you provide a primary contact, Chief Pilot, and Director of Maintenance. These can all be the same person.

Q: Can I use this tool to get Gogo Galileo in the future?

A: Yes, you can use this tool to get Gogo Galileo, our Low-Earth-Orbit (LEO) satellite connectivity service, in the future.

Q: Who can I contact if I have questions while going through the tool?

A: Please reach out to Gogo Customer Support at +1.303.301.3278 or bacustomerservice@gogoair.com if you need help or have any questions.