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AVANCE L5 FastForward 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 rebate or the service credit, complete the “FastForward Program Request Form.” This can be done by you or the customer. Gogo Sales Operations will reach out to support you with the PO and RMA process. After installation of the AVANCE L5, the customer is responsible for coordinating the return of their aircraft’s current classic ATG system and completing a subscriber service agreement (SSA) in order to receive the rebate or service credit. Customers will not receive their rebate or credit until we receive the classic ATG system and a completed SSA.
 

Q: Who is responsible for returning the classic ATG system from the aircraft?

A: The customer purchasing the AVANCE L5 is responsible for ensuring that their current classic ATG system is returned to Gogo, and the customer must complete the return before we will issue service or installation credits. Customers will not receive the rebate or credit until we have confirmed receipt of their aircraft’s current classic ATG system. 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 customers get the AVANCE L5 hardware for free?

A: No. Customers must purchase the AVANCE L5 and return their aircraft’s current classic ATG system an complete a subscriber service agreement (SSA) for the AVANCE L5 installed to receive a credit.
 

Q: How will I be notified when a customer requests an upgrade?

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

Q: Is this open for all ATG systems?

A: Yes. Any customer using an ATG 1000/2000/4000/5000/8000 with an active Gogo Biz Data plan may take part in this program.
 

Q: Does it have to be an AVANCE L5?

A: Yes, the FastForward Program is limited to customers who purchase and install an AVANCE L5, but we also have a promo for AVANCE L3, which can be found here.
 

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, 2020.
 

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

A: Once the classic ATG system has been removed from the aircraft, it’s the customers responsibility to ensure that it’s returned to Gogo. The customer may work with you to complete the shipping process, and you should make it clear to them that they will not receive their credit until Gogo has received their classic ATG system. Shipping details will be provided on the RMA form.
 

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

A: Yes. If you’d like to find out if your customer is eligible for the FastForward 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  +1.888.328.0200 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 +1.888.286.9876 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 before the customer will qualify for the program.
 

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

A: No. The promotion is valid from April 1, 2020 through Dec. 31, 2020. The dealer or customer must complete the "FastForward Program Request Form" and the dealer must verify customer eligibility prior to installation. Equipment shipped between May 5 and Dec. 31 would qualify if it is accompanied by a FastForward Program Request Form completed during the same time period. 
 

Q: If a customer places an order by Dec. 31, 2020 but doesn't have it installed, will they qualify for the credit?

A: Yes, customers will qualify for the program if the online promo form is completed by Dec. 31, 2020 and service is activated by June 30, 2021.
 

Q: My customer’s ATG system is  old, do they still get the full credit?

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

Q: Can customers 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 their service start?

A: If the customer selected to receive the service credit, their service will begin when they complete a new Subscriber Service Agreement (SSA). They can do this after installation by contacting bacustomerservice@gogoair.com. Once the SSA is complete and their classic ATG system has been returned, customers will receive up to 9 months of Gogo Biz Pro service free of charge.
 

Q: Can customers pause their free service?

A: The service credit begins when the SSA is completed and is valid for up to 9 months. It cannot be paused or deferred to a later time. 
 

Q: What type of AVANCE L5 service plan do customers have to purchase?

A: If your customer opts to receive the service credit, they’ll receive up to 9 months of the Gogo Biz Pro plan or they can select a plan of their choice to receive for up to 9 months. If they opt to select a more expensive plan, such as the Gogo Biz 4G 15000 plan with streaming, the customer will be responsible for covering any additional costs that surpass the $40,000 credit.

Q: What if customers would like to select a streaming plan?

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

Q: My customer is purchasing a new aircraft. Do they qualify for this promotion?

A: The FastForward promotion is intended for aircraft with active Gogo customers. However, we currently also have the New Horizon Promo on offer that a new customer with no existing Gogo hardware can take advantage of.

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

A: No. The credit is not transferable to either another aircraft or another owner. 
 

Q: Does the announcement of Gogo 5G mean they 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.


Customer 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

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