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BBB Accredited Business since

Gogo LLC

Phone: (630) 647-1074 View Additional Phone Numbers 1250 N Arlington Heights Rd Ste 500, Itasca, IL 60143 View Additional Email Addresses View Additional Web Addresses

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Gogo LLC is an internet access provider which provides internet access to airplane passengers of select airline companies. Located in Itasca, IL, this company serves customers of all domestic AirTran Airways and Virgin America flights as well as select Air Canada, Alaska Airlines, American Airlines, Delta Air Lines, Frontier Airlines, United Airlines, and US Airways flights, in addition to thousands of business aircrafts. The company was formed in 1991 and started as the first company authorized by the FCC and the FAA to use cellular frequencies for in-flight communication. In 2006 the country was awarded an FCC frequency license to develop an in-flight broadband internet connection, and in 2008 the first air-to-grand broadband internet connection was launched.

This company provides Internet access to passengers aboard select airlines, allowing them to browse the internet while on an airplane. Customers can choose to pay for an hour or a day of uninterrupted internet access, or they may choose to pay for a month of unlimited internet time aboard a specific airline, or aboard any airline for an extra fee. Gogo's network spans the entire continental United States and is comparable to WiFi connectivity on the ground, though connectivity may vary related to altitude, weather, traffic in a particular area, and the specific device's connectivity strength. The company also has a variety of in-air entertainment available.

Visit the website for Gogo LLC to learn more about the company's history, read about how the air-to-ground network works, and sign up for in-flight Internet capabilities.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Gogo LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Gogo LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 47 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

47 complaints closed with BBB in last 3 years | 18 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 29
Billing/Collection Issues 4
Delivery Issues 3
Guarantee/Warranty Issues 2
Problems with Product/Service 9
Total Closed Complaints 47

Customer Reviews Summary Read customer reviews

1 Customer Review on Gogo LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

BBB file opened: January 28, 2010 Business started: 01/31/2007 Business started locally: 01/31/2007 Business incorporated 12/14/2007 in IL
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Steve Nolan, Public Relations Director Mr. Anand Chari, Executive Vice President/Chief Technololgy Officer Mr. Jonathan B Cobin, Senior Vice President-Strategy & Operations Mgmt Mr. Ash ElDifrawi, Executive Vice President /Chief Commercial Office Ms. Margee Elias, Executive Vice President/General Counsel Mr. John B Happ, Executive Vice President-North American Sales Mr. Mark Malosh, Senior Vice President-ABS Operations Mr. Rama Prasad, Senior Vice President and COI Mr. David Russell, Senior Vice President/Global Operations Manager Mr. Norman Smagley, Executive Vice President/Chief Financial Officer Mr. Michael Small, President & CEO Mr. Niels Steenstrup, Senior Vice President-Global Airline Sales Mr. Steve Vair, Customer Service Manager Mr. John Wade, Executive Vice President/General Manager
Contact Information
Principal: Mr. Steve Nolan, Public Relations Director
Customer Contact: Mr. Steve Vair, Customer Service Manager
Number of Employees


Business Category

Internet Access Provider Internet Service Providers Internet Selling Services Internet Services All Other Telecommunications (NAICS: 517919)

Alternate Business Names
Aircell LLC

Customer Review Rating plus BBB Rating Summary

Gogo LLC has received 3.68 out of 5 stars based on 1 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.