Gogo 5G: First to fly FAQ
Customer FAQ

Q: Who is eligible for this 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 received by Dec. 31, 2022, under the following conditions:

DETAILS FOR NEW GOGO CUSTOMERS

• Place a complete Gogo 5G (AVANCE L5 + Gogo 5G equipment) order with an authorized Dealer by 12/31/22 and schedule your installation.                                   

• Depending on 5G antenna availability, your Dealer will install your system with either the 5G antennas or the AVANCE L5 antennas.  

• If the 5G antennas are not available, proceed with the installation so you can enjoy incredible connectivity now. 

• When your Gogo 5G antennas become available, replace your AVANCE L5 antennas with the new 5G antennas, send the AVANCE L5 antennas to us, and you’ll receive a $30,000 rebate.*

DETAILS FOR EXISTING AVANCE L5 CUSTOMERS

• Place a Gogo 5G equipment purchase order with your authorized Dealer by 12/31/22 and schedule your installation. 
• When you replace your current AVANCE L5 antennas with the new Gogo 5G antennas, send the AVANCE L5 antennas to us and you’ll receive a $30,000 rebate.*

Contact your Gogo sales representative for more information.
 

Q: What do we need to do?

A:

1. For NEW L5 customers – place a PO by Dec. 31, 2022 for the full L5+X3 system. For EXISTING L5 customers – place a PO by Dec. 31, 2022 for the full X3 system upgrade. 
2. Complete the promo request form available online. This can be done by you or your installing Dealer. 
3. Once we receive the form, and the purchase order from your installing Dealer, your Gogo Regional Sales Manager will reach out to confirm your promotion eligibility.
4. After installation of the Gogo 5G antennas, the L5 antennas must be sent back to Gogo. Your Dealer will return them after receiving an RMA (return material authorization) from Gogo.  
5. Complete a Subscriber Service Agreement (SSA) to activate service. Both the service activation and the L5 antenna return must be completed by Dec. 31, 2023.
6. You will be issued a rebate from Gogo in approximately 4-8 weeks after the equipment is received and the SSA has been completed.

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 your program registration form. The payment will then be processed via check. Please allow 4-8 weeks for processing.
 

Q: Do I get the 5G antennas for free? 

A: No. You must purchase the full 5G system (L5+X3 for new customers, X3 for existing L5 customers). If the 5G antennas are not available from Gogo at the time of your install, you will install L5 antennas. Once the 5G antennas become available and are installed, you must return your aircraft’s L5 antennas to Gogo to participate in the promo.

Q: I’m currently installing an AVANCE L3 system, can I receive this credit?

A:  No. Only new or existing AVANCE L5 customers are eligible.
 

Q: My ATG system is not currently activated. Am I eligible for the promotion? 

A: Yes! Just follow the directions for a NEW customer and purchase the AVANCE L5 and 5G X3 systems.  
 

Q: I don’t have any Gogo connectivity system today. Am I eligible for the promotion?

A: Yes! Just follow the directions for a NEW customer and purchase the AVANCE L5 and 5G X3 systems.
 

Q: If I place an order by December 31, 2022 but don’t have it installed by then, will I qualify for the rebate?

A: Yes, you will qualify for the program if the online form is completed, a Purchase Order (PO) is received, the original L5 antennas are shipped back to Gogo, and service is activated by Dec 31, 2023.
 

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

A: Your account must be in good standing to qualify for the promotion. If your account has a past due balance on your monthly service account, the past due balance must be paid in full before you will qualify for the program.
 

Q: I’m purchasing a new pre-owned aircraft. Do I qualify for this promotion? 

A: Yes! If you complete the install with the existing L5 antennas and meet the additional requirements of the promotion, you will receive the full $30,000 credit. You can work with your Gogo dealer on the purchase of an AVANCE L5+X3 system for your new pre-owned aircraft and complete the online request form.

Q: Who should I contact with questions?

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