New Horizon Promo FAQs

Q: Who is eligible for the promotion?

A: Only new Gogo Biz Data service aircraft without a classic ATG (1000/2000/4000/5000/8000) installed, not an OEM delivery. If an existing customer has Iridium or SwiftBroadband service, the account must not be past due to qualify and only in-service aircraft can qualify, no new deliveries.

New customer pertains to the aircraft not the person (i.e. – if someone has three planes and two already have Gogo systems installed and the third does not, only the third plane is eligible for the promo to install an AVANCE L3 or L5.)
 

Q: What is the promotion for AVANCE L5?

A: If customer is installing an AVANCE L5, customer will receive a $25,000 rebate OR 6 months of Gogo Biz 4G Pro service $4,345/month. If customer selects a streaming plan, they will get up to the $4,345 each month towards the cost of the plan but will be billed for the remainder of the plan cost ($26,070 value can be used toward streaming plan.)
 

Q: What is the promotion for AVANCE L3?

A: If customer is installing an AVANCE L3, customer will receive a $12,000 rebate OR 3 months of Gogo Biz Pro $4,095/month.
 

Q: What do we need to do?

A: Whether a customer wants an installation rebate or the service credit, the customer must register for the promotion before the installation and activation are completed using the New Horizon Promo form. Gogo Sales Operations will reach out to support you with the PO process.
 

Q: How will I be notified when a customer requests to purchase an AVANCE system?

A: You will receive an email when a customer completes the New Horizon Promo form.
 

Q: Is this promotion available for both AVANCE L5 and L3 systems?

A: Yes, it is available to customers who purchase and install an AVANCE L5 and L3. The offer for each system is different though (see details below).
 

Q: We have AVANCE L5s and L3s in our inventory. Do we need to buy systems specifically for this promotion?

A: No. You can use existing inventory for L5 and L3. If new inventory is needed, a non-cancellable PO must be submitted, and equipment shipped by Dec. 31st, 2020, and activated by June 30th, 2021.
 

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 New Horizon Promo, 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 the aircraft account for any existing Gogo service, 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 May 1, 2020 through Dec. 31st, 2020. To be eligible for the promotion installation must take place between May 1st and Dec 31st 2020 and the New Horizon Promo form must be completed prior to activation.
 

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 New Horizon Promo form is completed by Dec. 31st, 2020, and service is activated by June 30th, 2021.
 

Q: Can customers qualify for the promotion on multiple aircraft?

A: Yes. Customers who install an AVANCE L5 or L3 on multiple aircraft that currently do not have Gogo service are eligible for this promotion. Customers with an aircraft that has a Gogo system already installed will not qualify.
 

Q: Is someone on a fleet program eligible for the promotion?

A: No. Aircraft on 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 so please contact your Regional Sales Manager to discuss options. 
 

Q: When does their free service start (if the free service option was selected)?

A:A: If the customer selected to receive the free service option, their free service will begin when they complete a new Subscriber Service Agreement (SSA). They can do this after installation by contacting bacustomerservice@gogoair.com.
 

Q: Can customers pause their free service?

A: The free service begins when the SSA is completed. It cannot be paused or deferred to a later time. 
 

Q: If the customer selects the “free service” option on their Form, then how will this plan appear on their monthly service invoice?

A: Upon activation of their new AVANCE system, the customer will see the Gogo Biz Data Pro charge on their aircraft service invoice -AND- a credit line item to offset the charge (netting to $0 charge). This will provide the customer with visibility into Pro Plan pricing/discounts billed along with allowing us to track which aircraft are receiving free service from the program.
 

Q: All customers upgrading to AVANCE must complete a new SSA to select a new service plan. What if the customer selects a different plan than Pro on the SSA?

A: If the customer selects a non-streaming plan other than Pro on their SSA, then the customer will initially start billing the Gogo Biz Data Pro plan for the first 6 or 3 months of activation depending on what type of equipment is being installed. The original plan selected on the SSA will start billing after the promotional Gogo Biz Data Pro plan expires.

If the customer selects a streaming plan, then the customer will be billed the streaming plan upon activation with a monthly credit of the same amount (up to the value of the Gogo Biz Data Pro plan). The credit would terminate 6 or 3 months after activation depending on what type of equipment is being installed and the streaming plan would continue billing without the credit.
 

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

A: If your customer opts to receive free service, they’ll receive up to 6 months of the Gogo Biz 4G Pro plan, or they can select a plan of their choice and receive up to 6 months credit towards the service. 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 $4,345 per month credit for Pro service.
 

Q: What type of AVANCE L3 service plan do customers have to purchase?
A: If your customer opts to receive free service, they’ll receive up to 3 months of the Gogo Biz Pro plan free. If they opt to select a different plan on their SSA, then the customer will be billed 3 months of free Pro service and then automatically revert back to their original plan selection.

Q: My customer is purchasing a new OEM aircraft. Do they qualify for this promotion?
A: No. The New Horizon Promo is intended for existing aircraft without a classic ATG (1000/2000/4000/5000/8000) installed. Please have them contact their Regional Sales Manager so we can determine promotion eligibility.
 
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. For changes in management company, a letter from the prior management company would need to be provided to Customer Operations to transfer any remaining free service.

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

A: Gogo 5G will be compatible with our AVANCE L5 systems. Customers will need to install an AVANCE L5 system in order to utilize the Gogo 5G network.

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