Trade Up Program FAQs


Dealer FAQs

Q: Who is eligible for the promotion?

A: Any customer that currently has an installed ATG system (ATG 1000, 2000, 4000, 5000, 8000) with active Gogo Biz® Data.

 
Q: What do we need to do?
A: Whether a customer wants an installation credit or a free year of service, 
  1. Complete the "TradeUp Program Request Form". This can be done by you or the customer. 
  2. Gogo Sales Operations will reach out to support you with the PO and RMA process
  3. After installation of the AVANCE L5, you need to send Gogo the classic ATG LRU.
  4. If the customer selected an installation credit, you will receive a $45,000 credit from Gogo in approximately 1 day after the equipment is received in our system. 
Q: How will I be notified when a customer requests an upgrade?

A: You will receive an email when a customer completes the TradeUp Program Request Form.

 
Q: Is this open for all ATG systems?

A: Yes. Any ACTIVE customer using an ATG 1000/2000/4000/5000/8000 may take part in this program.

 
Q: Does it have to be an AVANCE™ L5?

A: Yes, the TradeUp Program is limited to customers who install an AVANCE L5. 

 

Q: When I receieve my $45,000 credit from Gogo, does it need to be used on future hardware or can I use it on my outsanding balance?

A: Either. You may choose how you would like to use the credit.


 

Q: Can I charge the customers full price for the installation and have you give the credit to them?

A: No, the credit will be provided to dealers. Dealers should give the customers the $45,000 credit up front to offset the cost of the end customer's aircraft installation. 

 

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

A: No. You can use existing inventory for L5. If new inventory is needed, a non-cancellable PO must be submitted and equipment shipped by Dec. 31, 2019. 

 

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

A: Once the classic ATG system has been removed, you need to send the Classic ATG-LRU back to Gogo.  
Shipping details will be provided on the RMA form.
 

Q:Can I get the discount on multiple aircraft?

A: Yes. Customers who receive a multi-aircraft discount are eligible for this promotion. However, customers with a service pricing agreement (fleet program) are not eligible for this program; we'd like to create an upgrade plan that best meets your needs; please contact your regional sales manager for details
 

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

A: Sure. If you'd like to find out if your customer is eligible for the TradeUp promotion, please contact Sales Operations at BAsales@gogoair.com or +1 303.301.3271.
 

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 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 888.286.9876 or bacustomerservice@gogoair.com
 

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, then the past due balance must be paid in full beofre the customer will qualify for the program. 
 

Q: What does the announcement of Gogo 5G mean for customers wanting to upgrade?

A: Gogo 5G will be compatible with our AVANCE systems. Customers will need to upgrade to an AVANCE system in order to utilize the Gogo 5G network.



Customer FAQs

Q: I selected the "free service" option on the "TradeUp Program Request Form"; how will this plan appear on my monthly service invoice?

A: Upon activation of their new AVANCE L5 system, you will see the Gogo Biz 4G Pro charge on your aircrafter service invoice -AND- a credit line item to offset the charge, which means you'll have free service for this aircraft. 
 

Q: Is the service credit transferable if I sell the plane?

A: No. The credit is not transferable to either another aircraft nor another owner. Free service can be transferred to a new management company as long as a letter is provided by the old management company confirming the aircraft is moving to a new management company.

 
Q: Is this open for all ATG systems? 

A: Yes. Any ACTIVE customer using an ATG 1000/2000/4000/5000/8000 may take part in this program. 

 

Q: I'm currently installing an AVANCE™ system, can I retroactively get this credit?

A: No. The promotion is valid from May 15 through December 31, 2019. The dealer or customer must complete the "TradeUp Program Request Form" and the dealer must verify customer eligibility prior to installation. Equipment shipped between May 15 and December 31 would qualify as long as it is accompanied by a TradeUp Program Request Form completed during the same time period. 

 
Q: If I place an order by December 31, 2019 but don't have it installed, will I qualify for the credit?

A: Yes, you will qualify for the program if the TradeUp Program Request Form is complete by December 31, 2019 and service is activated by June 30, 2020.
 

Q: My ATG system is old, do I still get the full credit?

A: As long as you have a Classic ATG installed with active (current) service today, you qualify for the service credit or install credit for that aircraft.
 

Q: Can I get the discount on multiple aircraft?

A: Yes. Customers who receive a multi-aircraft discount are eligible for this promotion. However, customers with a service pricing agreement (fleet program) are not eligible for this program; we'd like to create an upgrade plan that best meets your needs; please contact your regional sales manager for details. 
 

Q: When does my service start?

A: If you selected to receive a year of free Gogo Biz® 4G Pro service, your service will begin when you complete a new Subscriber Service Agreement (SSA). You can do this after installation by contacting bacustomerservice@gogoair.com. You will have 12 months of service once the SSA is complete.
 

Q: Can I pause my free service?

A: The year of free Gogo Biz 4G Pro service begins when the SSA is completed and is valid for 12 months. It cannot be paused or deferred to a later time. 


Q: What if I want a streaming plan?

A: If the customer selects a streaming plan, then the customer will be billed the streaming plan upon activation with a monthly credit for the value of the Gogo Biz 4G Pro plan. The credit will be applied each month for 12 months after activation. Following that, the streaming plan would continue billing without the credit. Customers will be required to pay any overage charges that exceed the Pro plan credit during the first 12 months. 


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, then the past due balance must be paid in full before you will qualify for the program.  
 

Q: Who should I contact with questions?

A:If your customer has questions about service plans or the status of their account, please have them reach out to Gogo customer operations at 888.286.9876 or bacustomerservice@gogoair.com


Q: I'm purchasing a new aircraft. Do I qualify for this promotion?

A: The TradeUp promotion is intended for aircraft with active Gogo customers. However, if you are currently a Gogo customer and purchasing a new aircraft, please contact your regional sales manager so we can determine your eligibility for the promotion.
 

Q: Does the announcement of Gogo 5G mean I should wait to upgrade?

A: Gogo 5G will be compatible with our AVANCE systems. Customers will need to upgrade to an AVANCE system in order to utilize the Gogo 5G network.

 

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