Boingo Wireless’s earns a 2.4-star rating from 29 reviews, showing that the majority of customers are somewhat dissatisfied with connectivity services.
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you will automatically get charged, and they will not warn you about that
You will get prompted to log in whenever you are near a hotspot - even if you are in a location where you can get free wireless internet. You will automatically get charged, and they will not warn you that you are not accessing the free internet, but Boingo service for which you will be charged.
as for me, i'll never use them again
Connection slow to start. Heavy on the promotion. During access, session froze. Billing continued for months. Company refused to refund more than 2 months. Only after 3 months was acknowledgement sent that a perpetual account was in effect. Even then, no mention of a monthly fee. As for me, I'll NEVER use them again.
I'm so sorry to hear that you've had a negative experience with us. We want you to be a happy Boingo customer, and I'd like to make things right for you.
Will you please email me at lsanyal at boingo dot com with your username? I'm happy to look into your account and determine what happened. Thanks for your patience - we'll get to the bottom of this!
I would not recommend this shame of a company to anyone
I have tried to call Boingo Customer Service to cancel but they never answer. There is never a human being on there, just a long wait. When you contact them via their Support email address, they do respond but make you call them to cancel and then the same voice mail hell!
I WOULD NOT RECOMMEND THIS SHAM OF A COMPANY TO ANY ONE.
The complaint has been investigated and resolved to the customer’s satisfaction.
I'm so sorry to hear that you've had a negative experience with us.
We've had some longer-than-average hold times lately, and we're sorry that you had to wait so long on hold. This is certainly not representative of the excellent customer experience we strive to provide, and I'd like to make things right.
Will you please email me at lsanyal at boingo dot com with your username? I'm happy to help you with your request.
can't get through to customer service
After months of trying to figure out what this charge was that kept coming up on my bank statement, I finally realized it was the Boingo subscription that I allowed my son to get when he was traveling. Now, I did not realize this was a subscription but that's what I get for letting him do something without being there to see it.
I called the 800 number listed on my bank statement, that is also the one listed on the Boingo.com website. After one ring it tells me that the extension I have dialed is not answering and to press 0 for an operator. So I press 0 for the operator and get looped back to the message that the extension I am calling does not answer.
I tried going to the website to cancel and couldn't remember the stupid username and password that he had set it up under. So I emailed customer support who told me:
We are sorry to hear that you wish to close your Boingo account. If there’s anything we can do to change your mind, please let us know.
As a security measure, we do not process cancellation requests via email. Also, we were unable to locate a Boingo laptop account associated with the email address you have contacted us from. Please contact Boingo Customer Care using the phone numbers listed below. We are available 24/7/365.
So I emailed back stating that I could not get through on the Customer Care line and got the following response:
Thank you for contacting Boingo Wireless.
I am sorry for any inconvenience this may of caused. As a security measure, we do not process cancellation requests via email. Please contact Boingo Customer at 1.800.880.4117 to assist you in the cancellation of your Boingo account. We are available 24/7/365.
If you have any questions, please don’t hesitate to contact us again in the future. We are available 24/7/365.
I finally figured out the username and password and went to the site to cancel my subscription, but they don't have that option on their site. So now I will have to contact my bank to tell them not to allow any more charges from this company so that I can stop wasting my money every month.
My suggestion? STAY AWAY FROM BOINGO!
The complaint has been investigated and resolved to the customer’s satisfaction.
Signed up for a 24-hour one time period in Tokyo, but was charged for 3 "one time" periods. Customer service said I connected 3 devices, when in fact I connected 2 -- a laptop and iPhone (didn't know that was against the rules). Would not offer a refund. Explained that I connected my laptop twice within the 24 hour period, but their reports showed it was 3 different devices. The amount in question is small, but this doesn't make me feel confident in their service if their software cannot accurately read a MAC address. Will call the bank and dispute the charges --- and never use them again.
Horrible fraudulent company. One time fee magically transforms into monthly withdrawals from your account. Small print is too small to be honest.
I agree Boing makes it extremely difficult to get a hold of the to cancel. But when it comes to signing it is as easy as it gets.
I am still trying to cancel my account now. It is now 2013! still no improvement!
I also have really bad experience just last week.
While my laptop just get connect with the WIFI signal, they charge directly without my authorization. And the amount of charge is not the same with the plan I purchased in the beginning. This is cheating!
(Boingo — double even triple charging)
When I emailed to the support service team. they only asked me to contact their tier 2 customer service directly through a US free call. But as a traveller, I'm not locate in US/UK..etc, why I should pay an international phone call to this stupid and fraud company to deal with the problem they caused?
They only reply the complains on this website and FB fan page in real time, but with almost the same message. And mostly from only two guys Lauren and Baochi (can find them on FB fan page).
What I am suggesting besides keeping away from BOINGO. I think we should share this bad experience on our network, including FB page and Twitter... personal blog... or they will just keep acting like this, do no progress and charge user just like they are an easy reach ATM! It is kind of cheating!
I found a purely anti-boingo website. http://www.ihateboingo.com/
Share it and let every of your friend get aware about this!
Sincerely,
Pres
I quite agree with these complaints. I have my own and much worse if possible. I am a Boingo customer in France. I cancelled my account a few month ago by mail with no effect whatsoever. Silence all around. I reiterated my cancellation by mail again a few days ago and received the typical reply on Jan.17, 2011
We are sorry to hear that you wish to close your Boingo account. If there's anything we can do to change your mind, please let us know.
To continue with the cancellation process, please reply with your billing address and the last four digits of the credit card number on file. Or, if you prefer, you may contact Customer Care 24/7/365.
We hope you will reconsider! Warm regards, Mitchell Owen, Customer Car
Warm regards indeed! now I will go through the same process as raybasweb and see what happens. And cancel my bank order and let the whole world know about this dishonest business.
fiflefen
If you try to cancel via email; they send you a form. If you don't send the form back, you keep getting charged.
That happened to me - didn't send the form back, and I had two month's worth of charges. When I called - even though they saw WHEN I intended to cancel, they would NOT credit me for the two months. Had a big deal with the guy on the phone--a real hardass. Yes, my mistake and I admitted that. Now just credit me the 20 bucks for the love of God!
It's 2010 - didn't customer service get better than this like in 1987?
So sorry to hear that you've had a bad experience with Boingo. I assure you that we're honest folks and far from fraudulent. We want you to be happy with us, and as such, I'd like to make things right for you.
Would you please email me at lsanyal at boingo dot com with your username? I'm happy to look into your account and determine what happened. We'll get to the bottom of this.
Please accept our apologies for your frustrating experience. Our average wait time for Customer Care calls is about two minutes, so your experience was unusual – although by no means acceptable. Sorry again for your experience.
Can you email me and I can help you with canceling your account? My email is bnguyen@boingo.com.
Best regards,
Baochi
do not give them your credit card info, they will use it again and again to charge you
I signed up for their service at ATL airport for a 24hr period. Apparently by doing so I signed some kind of contract that they can charge that credit card again if I use their services again. I was at Brussels airport a few months later and because of a popup that they installed, I was automatically logged into their account. They ended up charging me $20 for the service. There wasn't even a window with a rate or a do you agree to sign in window. I found it bordering fraudulent. I emailed them numerous times. They were quite dismissive and told me I should have read the fine print when I logged on at ATL airport. As if anyone does that. I didn't bother disputing it with my credit card company although I think I might have a case, but this company is quite deceptive to say the least. Do not give them your credit card info, they will use it again and again to charge you.
The complaint has been investigated and resolved to the customer’s satisfaction.
Yikes. The last thing we ever want is for our customers to be unhappy. I'm sorry that you've been having trouble with the software, and that it took so long to cancel your account. Please rest assured that we will *only* charge you when you log into the software to get online. Also, I'd like to reiterate that we would *never* try to deceive our customers.
To remove the software from your computer, please visit: http://www.boingo.com/boingo-faq.php?lang=en#boingo-products, scroll down to "How do I uninstall Boingo software", and follow the listed instructions.
Would you please email me at lsanyal at boingo dot com with your username? I'm happy to look into your account and make sure we've made this right for you.
I had a very similar experience at Newark airport on April 28, 2010. I signed up for a 1 hr session at $4.95. A week later I found a Boingo popup coming up every time I was near a free wireless location. I was shocked to find that Boingo was charging me $19.95 a week for something I never signed up for. It took me nearly a week and five emails to cancel the account. Over a month later, I have still not been able to remove the software that Boingo installed on my computer. Boingo's practice of making unauthorized charges is beyond deception - it is theft, pure and simple. For over a month Boingo has refused to remove these unauthorized charges to my credit card, and I intend to file complaints with every state, and federal agency with jurisdiction, as well as the Administration at Newark Airport. A class action suit should be filed against Boingo for this widespread practice of internet.credit card theft.
I'm so sorry to hear that you've had a frustrating experience with us. We would *never* try to deceive our customers. Promise. We want you to be a happy Boingo customer, and I'd like to make things right.
Would you please email me at lsanyal at boingo dot com with your username? I'm happy to look into your account and find out what happened.
huge undisclosed fees
Boingo Wireless advertises low rates. When you create an account, you give a credit card number. I recently was in Germany at a hotel and they had wireless internet access. I clicked on the browser and Boingo came up. I could not get on the hotel service because the Boingo service came up. I had no information as to cost or time of service. I did click on Boingo and got online. I got home two days ago and had two bills from Boingo for $19.95 each. I had no information on how much the service would cost or its timeframe. I called Boingo re this and was told that when I signed up (at least 6 months ago) there was a message regarding foreign signups, but not what it would cost. I was also told that I could have gone online to find out what the charge would be. How can I get online without signing up for service where I was. I was told by Bianca Carmichael that I should have done that before I left. I did not know where I would be when I left. This company is exploiting its customers. I canceled my account and will not use it again. I will put these amounts in dispute with my credit card company.
The complaint has been investigated and resolved to the customer’s satisfaction.
Sorry to hear you had such a negative experience with Boingo. I assure you that we *never* intend to exploit our customers, and we're sorry to hear that you feel this way. In fact, we strive everyday to provide our customers with an excellent Boingo experience. We want you to be happy with Boingo, and as such, we'd like to make things right.
It sounds like you connected with the Boingo software at your hotel in Germany, which would incur a charge of $19.95 USD for 24 hours of access in one location. As an example, our Boingo AsYouGo plan description states: "Enjoy Boingo Wi-Fi for the next 24 hours at this hotspot for just $7.95. Future connections will be billed at just $7.95 per connection at individual hotspots within North and South America, $9.95 per connection at individual hotspots in Asia/Pacific, and $19.95 per connection at individual hotspots in Europe, Middle East, and Africa."
Please email me at lsanyal at boingo dot com with your username, and I'll be happy to investigate further. With this information, I can pinpoint precisely which plan you have and determine exactly what happened.
scam
I read the warnings about this service but thought they must be overstated. I regret ignoring their advice to stay away from this company. I used the service once then canceled the account online and after I canceled they continued to charge my credit card for months. I called and emailed nearly 10 times and their customer service varied between polite, rude, and totally incompetent (see typical response below). They quit charging me but they never compensated me for the two months they charged me for a service I had canceled - it was honestly the single worst customer service experience of my life! WORD TO THE WISE: DON'T USE BOINGO!
Thanks for contacting Boingo Wireless.
Unfortunately I donot find an account for you. I searched by name and
email address provided and did not pull an account.
If you need further assistance please call customer support.
Warm regards,
David Almaraz
Online Customer Care
Boingo Wireless
[protected] (US and Canada)
[protected] (Finland)
[protected] (Japan KDD)
[protected] (BE, DK, FR, DE, HU, IE, IT, LU, NL, NO, PL, PT, ES, SE, CH, TW, UK)
Email: [protected]@boingo.com
The complaint has been investigated and resolved to the customer’s satisfaction.
I'm sorry to hear that you had such a negative experience with us. We want you to be happy with Boingo, and as such, we'd like to make things right.
May I ask how you cancelled your account online? We actually do not currently offer online account cancellation to our customers, but this feature is coming next year. Regardless, we *never* intend to make it difficult for you to cancel your account, or intend to charge you after your account has been cancelled.
Would you please email me at lsanyal at boingo dot com with your name, email address, and Boingo username? I'd like to locate your account and help resolve this issue for you.
scam charges
Boingo is a horrible service that exploits the ability of automatic credit card acceptance. I cancelled my service and two weeks later was billed a $7.95 fee. The shift supervisor confirmed the recorded conversation and agreed to the prior cancellation. Two weeks later my credit card shows another charge for $11.23, they claim it was for a usage before being cancelled but that is not accurate. This is not a question of the money, it is a dispute of the principle and unfair billing practice. BEWARE!
BOINGO billing service unscrupulous and I do not recommend anyone use it. With business practices such as these they will not be around in 5 years.
The complaint has been investigated and resolved to the customer’s satisfaction.
Sorry to hear you had such a negative experience with Boingo. I assure you that we *never* intend to exploit our customers, and we're sorry to hear that you feel this way. In fact, we strive everyday to provide our customers with an excellent Boingo experience.
We want you to be happy with Boingo, and as such, we'd like to make things right. Please email me at lsanyal at boingo dot com with your username, and I'll be happy to investigate further.
scam
When it comes to Boingo, it's way way worse than "accidental" charging. I paid for their one-day pass, out of desperation since I usually don't give out my credit card details online, one year ago. ONE YEAR AGO. Since then, I have clicked "Cancel" and closed down the GoBoingo! pop-up whenever it shows up. Since there was no setting for disabling the...
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They did the exact same to me, charged me when I wasn't even in the country and wasn't even using their service. Extremely appalling. Amazon Prime always refund people for the service if they complain when it wasn't clear, I hope Boingo has the same courtesy.
I totally agree with the complaint. I've made 2 trips to O'Hare in December and twice I have been charge for the AYG rate. I know ORD has free limited wi-fi (first 20 minutes free) which is what I was trying to connect to. I called BOINGO and the representative I spoke to said there was nothing he could do since I had been logged in for 1 hour: 6 minutes. I wasn't even aware that I had logged in to the BOINGO wi-fi. As upset as I was, I chalked it up to my stupidity. Fool me once, shame on you; fool me twice shame on me. But then I received a second bill for AYG when I made my second trip to ORD. I did not even attempt to get on the the airport wi-fi. Now I am **ssed beyond belief and will be cancelling my plan with them. I always felt BOINGO was a customer friendly company since they resolved my complaints to my satisfaction. Not anymore.
We hope we've answered your questions and helped address your concerns, Pres. Please don't hesitate to reach out to us if there's anything more we can do to help.
Warm Regards,
Lauren Sanyal
In fact, only 1 out of more than 10 is really authorized by myself. You should never charge without notification.
The most serious is, even if you charge me without my further permission, you should still send me receipts or something to notify me right away. It has been more than a week, I still got nothing for almost every charges besides that single purchase that I've authorized. In addition, I didn't got so called a welcome email to introduce me the plan.
I got online only with mobile devices, but you charged me with laptop plan. That's definitely wrong!
Regarding to customer service that so many people are complaining. All of your supporting team members should have ability as you can prompt reply to the forum, instead of telling me that I am a tier 2 customer and I can only got help if I call... and then redirect again and again without making any progress. Didn't you see so many people are frustrated with your phone service? It's already 10 years after 21st century. You should have ability to do email service, and the phone service cannot be as slow as last century.
In brief, I don't want to get responses only after I post complains on web. Instead, I hope I could get response directly and at first beginning when I sent email to support@boingo.com. That's the correct way of making customers happy. After all, when customers come here to post something, they are already upset enough.
Sincerely,
Pres
Thanks for your feedback, hcyam. Did you receive my email? I hope this addresses your questions and concerns. As I mentioned, we would *never* charge your credit card without authorization or intentionally double-charge you.
To be clear, our Boingo app notifies you when you're in a Boingo hotspot and how much you'll be charged in that location. Further, in an effort to mitigate any confusion, we also include a description of the plan selected in our “Welcome” email, in the account details listed in our “My Account” account management portal, and in the plan detail provided in the “Wi-Fi Plans” section of boingo.com.
If you have any further questions for me, please don't hesitate to reach out to me directly at lsanyal at boingo dot com.
Warm Regards,
Lauren Sanyal
Boingo Wireless
I just don't get it. Why all you Boingo guys do nothing to improve the notification mechanism.
Till now, it is 2011 now, but still too many people including me keep suffering from your "unauthorized charging" and double charging? It won't work if only internet marketing people keep posting these meaningless stuff without real improvement on your service.
These same issues have keep happening during this past year, what did you guys really do?
Only keep posting sorry on internet?
Why don't you try to setup mechanism to warn people before you really charge and provide network service?
"we will *never* automatically connect you to a hotspot" but why so many people really get connect automatically and been charged with unreasonable amount? Even people didn't get connect but still been charged?
I don't get it at all!
The only thing I know is keep away from Boingo, and tell your friend your bad experience.
Share your experience on Facebook and Twitter!
So sorry to hear that you had a negative experience with us. We strive to provide excellent customer experiences every day, and we'd like to make things right for you.
You're absolutely right - our Boingo AsYouGo plan provides 24 continuous hours of Wi-Fi access within Chicago O'Hare Airport for $6.95 USD. However, you shouldn't be charged twice for simply moving within the airport. Will you please email me at lsanyal at boingo dot com with your username, so I can look into what happened? Thanks for your patience while we investigate this for you.
Warm Regards,
Lauren Sanyal
Completely agree with avoiding Boingo. They hit my credit card twice for a total of a half-hour's use in Chicago O'Hare. Turns out, when the signal dropped (not my doing!) and I re-booted my computer, that started ANOTHER 24-hour session...because I had "signed off" (not my choice!) and the 24 hours have to be "contiguous." I've removed all of their software from my laptop after reading numerous other complaints, and if I see another charge appear will contact the Illinois Attorney General. The flying public deserves better service.
I'm sorry to hear that you've had a bad experience with Boingo. We want you to be happy with us, and as such, I'd like to make things right.
Please rest assured that we will *never* automatically connect you to a hotspot. In fact, our software is designed to only connect you when you click the "Log In" button.
Will you please email me at lsanyal at boingo dot com with your username? I'd like to look into your account and determine what happened. We'll get to the bottom of this.