In-flight Wi-Fi & Entertainment INSTRUCTIONAL GUIDE

Transcription

1 In-flight Wi-Fi & Entertainment INSTRUCTIONAL GUIDE

2 In-flight Wi-Fi Player Support About Availability & coverage How to connect Homepage In-flight Entertainment Device setup How to watch Troubleshooting Gogo Customer Care About Imagine your customers streaming the game while cruising down to the Caribbean or advancing to the next level in their multiplayer online game while flying over the Atlantic to Athens. Now, customers flying Air Canada Rouge can connect to high-speed in-flight Wi-Fi and do just that. This milestone for Air Canada Rouge will allow everyone on board to surf the internet, stream video, download music, play games and shop online at 35,000 feet. 1

3 IN-FLIGHT WI-FI 4 5

4 Availability Wi-Fi installations will be complete by end of 2016 on our A319s. Throughout 2017 and 2018, we ll be rolling out Wi-Fi on our A321s and 767s. International coverage In-flight Wi-Fi powered by Gogo covers most of the world and flight routes. However, there are still a few limitations (see next page). 4 Future HTS coverage Current Ku coverage COVERAGE AREA 5

5 Coverage limitations Wi-Fi connectivity on the ground from when boarding is complete and aircraft doors close, until the aircraft parks at the arrival gate may or may not be allowed in some countries. A brief outage may occur if the aircraft: Switches from one satellite signal to another Travels outside of the coverage area Requires de-icing and the aircraft or Wi-Fi is powered off If customers are having trouble connecting, advise them to wait a few minutes and try again. How to connect Customers can access in-flight internet on their laptop, tablet or smartphone by following these 3 easy steps: Turn on Wi-Fi enabled device Connect to the gogoinflight network Launch internet browser (direct to airborne.gogoinflight.com *, if needed) *This URL will change to rougewifi.ca/rougewifi.com

6 Welcome page Here, customers can select their language of choice (English or French) before entering portal to purchase a Wi-Fi pass or watch entertainment. Pass descriptions There are two types of high-speed passes available for purchase: Browsing Pass: For browsing, , messaging, and social media (excluding streaming). Streaming pass: Faster speeds that support streaming services. Passes and prices vary by route and device. All passes can be used on any Wi-Fi enabled device, although not at the same time. 8 9

7 Homepage From the homepage, customers can: A A B Chat live with a Customer Care representative Purchase a Wi-Fi pass B C C Browse entertainment content 10

8 14 PLAYER

9 A D C B Entertainment at your fingertips Without a Wi-Fi purchase, customers can access Player, our in-flight entertainment system, using their laptop browser or right on their device by using the Air Canada app. On flights with Wi-Fi, Player will have an updated look for customers to enjoy. 15

10 Before flight device set up In order to enjoy in-flight entertainment, customers need the Air Canada app available on ios and Android, or the Adobe Flash Player plug-in on laptops. Customers can enjoy Player from the moment they get on board to the minute they get to their destination s gate. ios Must download app before flight. Android Must download app before flight. Mac & Windows OS Must have latest browser updates and plug-ins

11 How to watch After connecting to Gogo (see steps on page 7), customers using a laptop can access entertainment from the homepage by clicking Browse All under the Entertainment section. For those customers using a tablet or smartphone, it s recommended they use Player through the Air Canada app

12 SUPPORT 22 23

13 Troubleshooting If Gogo Wi-Fi isn t working properly, never turn the system off or reset it. - If customers are having trouble connecting (see page 6), advise them to wait a few minutes before trying again - If you continue to experience problems, contact Gogo Customer Care and report the issue in the log - Ground service may not be available in some countries Customers can use Live Help feature at any time as long as they have a connection

14 Gogo Customer Care Gogo s multi-lingual Customer Care team is ready to provide real-time assistance at any time no Wi-Fi purchase is required. Gogo Customer Care is also responsible for giving account information, credits and refunds. In the air Use Live Help menu to chat with a representative 24/7 On the ground Call: customercare@gogoair.com Use Live Help to chat with a representative 24/7 at gogoair.com 26 25

15 2017 Gogo LLC. All trademarks are the property of their respective owners.