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AVANCE L5 FastForward Promo FAQs

Q: What do I need to do? 
A: Whether you want the installation rebate or the service credit, complete the “FastForward Program Request Form”. Once completed, Gogo Sales Operations will reach out to support you with the PO and RMA process. To receive your rebate or service credit your classic ATG must be returned to Gogo and a new subscriber service agreement (SSA) must be completed for the AVANCE L5 installed.
 

Q: What do I have to do to ensure I receive my service credit or installation rebate? 
A: You are responsible for ensuring that your classic ATG system is returned to Gogo in order for us to issue a service credit or installation rebate. In addition, a subscriber service agreement (SSA) must be completed for the AVANCE L5 installed before we can process your rebate or service credit.  Customers will not receive their credit or rebate until we have confirmed receipt of your aircraft’s current classic ATG system and approved SSA. For shipping questions or to request a box to use to pack and ship your ATG system back to us, please contact basales@gogoair.com.   
 

Q: Do I get the AVANCE L5 hardware for free? 
A: No. You must purchase the AVANCE L5 and return your aircraft’s current classic ATG system to participate in the promo.  
 

Q: I don’t have an ATG system currently in my aircraft, what promotion/deal do you have for me? 
A: The ATG FastForward Promotion is a loyalty program for active Gogo Biz customers. The New Horizon Promotion is for new customers who do not have any Gogo hardware currently installed on their aircraft.
 

Q: I selected the “free service” option on the request form; how will this plan appear on my monthly service invoice? 
A: Upon activation of your new AVANCE L5 system and following the return of your classic ATG system you will see the service charge on your aircraft service invoice -AND- a credit line item to offset the charge, which means you’ll have free service for this aircraft. 
 

Q: What type of AVANCE L5 service plan do I have to purchase? 
A: If you opt to receive the service credit, you’ll receive 9 months of the Gogo Biz 4G Pro plan or you can select a plan of your choice to receive a discount on your monthly service plan for up to 9 months. If you select a more expensive plan, such as the Gogo Biz 4G 15000 plan with streaming, you will be responsible for covering any additional costs that surpass the $40,000 credit. 
 

Q: What if I would like to select a streaming plan? 
A: You are able to select any plan you would like for 9 months of service but you will forfeit the difference if it’s less than the Gogo Biz 4G Pro plan, or pay the difference if it is more than the Gogo Biz 4G Pro plan. For example, if you select the Gogo Biz 4G 10,000 plan at $4,050/month, you will receive 9 months of service that totals to $35,450, thus forfeiting $4,550 in credit. Or, if you select the Gogo Biz 4G 15000 plan at $4,675/month, you will receive 9 months of service that totals to $42,075 and you will owe Gogo the additional $2,075. 
 

Q: Is the service credit transferable if I sell the plane? 
A: No. The credit is not transferable to either another aircraft or 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: I selected the Install rebate; how do I receive my rebate? 
A: If you opted to receive the install rebate, Gogo will reach out to the contact name provided in the FastForward Program Request Form to get banking information and provide the rebate via a direct deposit. You will not receive your rebate until Gogo has confirmed receipt of your aircraft’s current ATG system and a completed subscriber service agreement (SSA) for the AVANCE L5. Once Gogo has received the both, please allow 2-4 weeks to process payment.
 

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: My ATG system is not currently activated. If I activate it now, am I eligible for this promotion? 
A: Yes! Please contact customer support so that we can activate your ATG system. Once your system is activated, you can work with your Gogo dealer on the purchase of an AVANCE L5 and complete the online request form. 
 

Q: I’m currently installing an AVANCE system, can I retroactively get this credit? 
A: No. The promotion is valid from April 1, 2020 through December 31, 2020. The dealer or customer must complete the Request Form and the dealer must verify customer eligibility prior to installation. 
 

Q: If I place an order on Dec. 31, 2020 but don’t have it installed, will I qualify for the credit? 
A: Yes, you will qualify for the program if the online form is completed and hardware is shipped by Dec. 31, 2020 and service is activated by June 30, 2021. 
 

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, and your account is in good standing with our billing team, you qualify for the service credit or install rebate 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. If you have fleet 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: Your service will begin when you complete a new Subscriber Service Agreement (SSA). You can do this after installation by contacting  bacustomerservice@gogoair.com.  
 

Q: Can I pause my free service? 
A: The service credit begins when the SSA is completed and Gogo has received your classic ATG system and is valid for up to 9 months. It cannot be paused or deferred to a later date. 
 

Q: Does a maintenance suspension (where billing is temporarily suspended for an aircraft maintenance event) allow for the 9-month free service to be extended further? 
A: No, the free Gogo Biz 4G Pro service ends 9 months from the initial L5 activation. If aircraft suspends due to maintenance or non-payment from other services – like SBB, Iridium, then free service for Gogo Biz 4G Pro Data does not extend beyond 9 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: I’m purchasing a new pre-owned aircraft. Do I qualify for this promotion? 
A: The promotion is intended for aircraft with active Gogo customers. However, if you are currently a Gogo customer and you are purchasing a new pre-owned aircraft, please contact your Regional Sales Manager so we can determine your eligibility for the promotion. Find your Regional Sales Manager here
 

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

Don't see your question here?

Get your questions answered by reaching out to your Gogo regional sales manager. You can also contact Gogo sales operations at basales@gogoair.com.

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