Last January I had a post about my frustration with GoGo billing you, even when you cancel, for the monthly service.
You see, in a nutshell, the UBER useful 30 day pass has never come back. Plus, in a sneak and IMO underhanded way, GoGo will not refund you for the month you want to cancel unless it is done at least 2 days BEFORE the auto-bill date.
“If you wish to terminate your subscription and avoid a charge for the subsequent month (for a monthly subscription) or for the next year (for an annual subscription), you must do so at least two (2) days before the monthly (or annual) renewal date of your subscription” – GoGoAir.com
And then you are, unless they are willing to bend the rules, stuck paying for the next month even if you are not going to fly and use the service for the next 30 days. Humf!
Now the other problem is, if you sign up, and right away email (firstname.lastname@example.org) them that you want to cancel after the current month, THAT may not work as it takes a few days to fully show up in the system (how nice).
Readers, in my post from last year, told me ALL you have to do is remove your credit card from your profile and you are all set. How can GoGo bill you if you do NOT have a credit card any longer on file. Well I got sick of contacting GoGo many times a year and decided to do what readers suggested – AND – Ruh Roh – I got billed anyway!
I reached out to GoGo support via online chat how my card was put back and I was told:
“Gabe: Removing the card does not always guarantee the charge will not go through, if it was in the process of renewing when you removed the card, the process still would have gone through and you would have been charged, even though you removed your card. In the future please chat in/call/email and we can cancel your pass.” – From GoGo chat (bold mine)
Oh brother. Now I had removed it weeks before the 2 day date but somehow it still got added back to my account. So, if your card you used is still valid, they can just grab it, put it back into your account, and bill you (that is what happened to me). Talk about a #KeepDescending moment for GoGo Air!
I reached out to the GoGo PR folks for a statement about this but my e-mails were not returned.
Since GoGo is pretty much the ONLY game in town if you want WiFi in the air, we have to play by their rules but they sure are murky at best. I guess the only fix from now on is to pay with a gift card, spend the rest of it before the month is over, and let GoGo try to bill an empty gift card. That or e-mail them and HOPE it works and they do cancel the subscription as promised.
Gosh a 30 day pass for sale would be nice! Have you ever had GoGo auto-bill you even when you canceled or took your credit card out of your online account? – René
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