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Why I will never use Boingo Wireless again!

July 30, 2009 By 8 Comments

I while back I was in New York at the Newark airport, I was having some trouble with my bankcard so I needed to log in to internet and check what may be the problem. Since I carried around my laptop I decided to use their paid WiFi-service and installed Boingo Wireless on my computer to access it. The problems was sorted and I continued with the travelling not thinking about it again.

In Brussels, Belgium where I live now I have a coffee shop close to my house that offers a free Wi-Fi connection that I use from time to time as I like to study there. One day the sign for Boingo Wireless came up and it said that I could connect to the free.wifihotspot using Boingo Wireless. Sure I thought, why not?

I think I did so another day as well, but some other times the service did not show so I used the normal way to connect which takes a little bit longer.

Today I checked my bank statement and saw that I had been charged from Boingo, I though it must be a mistake and logged on to check it out. It turns out that they charge 19.95 USD per connection. Even though when you connect it says connect to FREE Wifi-connection.

And this is the reason to why I will never trust them again, and I hope that they won’t trick you with the same scam!


Update:

Do you want to know what happened? Read more here. Also read the comment on this post from one of the Boingo Employees.

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  • Lauren Sanyal

    We came across your blog and noticed you had a bad Boingo experience. We’d like to respond, if you don’t mind, to shed some light on what happened.

    This location (with the SSID: Freewifihotspot) is part of the Anacapa nework and offers customers the choice between a free sponsored Wi-Fi session or paid access for their roaming partners. Since the Boingo software automatically detects networks that list Boingo as a roaming partner, it prompted you to connect to Wi-Fi within the paid access option. We agree that the customer experience isn’t optimal. We want you to be a happy Boingo customer, so we hope that a courtesy refund and free connect credit on your account will convince you to try our service again! Please send me an email so that we can adjust your account.

    We appreciate your feedback and again, apologize for the unfortunate experience you encountered.

    Sincerely,

    Lauren Sanyal
    Marketing Associate

  • Lauren Sanyal

    We came across your blog and noticed you had a bad Boingo experience. We’d like to respond, if you don’t mind, to shed some light on what happened.

    This location (with the SSID: Freewifihotspot) is part of the Anacapa nework and offers customers the choice between a free sponsored Wi-Fi session or paid access for their roaming partners. Since the Boingo software automatically detects networks that list Boingo as a roaming partner, it prompted you to connect to Wi-Fi within the paid access option. We agree that the customer experience isn’t optimal. We want you to be a happy Boingo customer, so we hope that a courtesy refund and free connect credit on your account will convince you to try our service again! Please send me an email so that we can adjust your account.

    We appreciate your feedback and again, apologize for the unfortunate experience you encountered.

    Sincerely,

    Lauren Sanyal
    Marketing Associate

  • Pal

    Wow, Boingo! That’s how companies should react in the world of today, but not many (if any) do. Way to go!!

    /P

  • Ahnberg

    I second that!

    This was impressive customer service, and deserves to be spread and shared. :) You other companies that might read about it, learn from Boingo.

  • Ahnberg

    I second that!

    This was impressive customer service, and deserves to be spread and shared. :) You other companies that might read about it, learn from Boingo.

  • Pingback: Some companies learn, but some just don’t get it - IT-Hora

  • http://wifind.net/ Find Free Wifi

    Hey, that’s some saucy information you got there. I subscribed to your feed, hope to hear more soon!

  • Pal

    Wow, Boingo! That's how companies should react in the world of today, but not many (if any) do. Way to go!!

    /P