• Report: #507711

Complaint Review: BOINGO WIRELESS

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  • Submitted: Sun, October 11, 2009
  • Updated: Tue, October 13, 2009

  • Reported By: Nitin — Rochester New York USA
boingo.com Internet United States of America

BOINGO WIRELESS Cheating customers with incorrect charges to credit card, Internet

*UPDATE Employee: Response: Boingo Account Concerns - Premium Charges

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I opened a Boingo account when the service popped by at a US airport.  They asked for my credit card and said the service was $9.95/month and could be used at some 100,000+ locations around the world.

Recently, I was in Paris and Brussels ...and, as it always does where there is a hot spot, a pop-up window told me that this was a Boingo hot spot and I looged on. 

Now they claim, that that was a PREMIUM SPOT and the charges there are some 12 cents/minute.   They claim that this was in the fine print when you agreed to the terms.  NO WHERE DOES IT WARN YOU THAT THE CHARGES WILL BE HIGHER AT THIS LOCATION.

This is simply CHEATING THE CUSTOMER. There is no polite way to put this.  I cancelled my account with them.

This shows the dangers to giving a credit card to an on-line provider - no matter how big the company.   Most companies do business with an honest display of their services/products. Unfortunately, Boingo is not one of them.

I would caution anyone about signing up with them.

This report was posted on Ripoff Report on 10/11/2009 01:39 PM and is a permanent record located here: http://www.ripoffreport.com/r/BOINGO-WIRELESS/internet/BOINGO-WIRELESS-Cheating-customers-with-incorrect-charges-to-credit-card-Internet-507711. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Response: Boingo Account Concerns - Premium Charges

AUTHOR: Boingo - (USA)

I'm very sorry to hear that you've had a negative experience with us. We work hard to provide our members an excellent customer experience, and as such, we'd like to try to make things right.


It looks like you signed up for Boingo Unlimited (our subscription plan for Wi-Fi across the Americas). During sign-up, we provide a clear description of the selected plan before charging your credit card. The description you were presented with states: "Enjoy Unlimited Wi-Fi access at thousands of Boingo hotspots throughout the Americas for only $9.95 USD each month. Please note, charges recur each month, but Boingo is flexible, so you can change your plan at any time without penalty. Wi-Fi connections made outside the Americas will be billed an additional $0.12 or $0.18 per minute, depending on location." We understand that it's possible you were in a hurry and simply missed this point. To ensure that our customers have a clear understanding of their Boingo plan, we also send a "Welcome" email that outlines their plan once again.


I sincerely regret that you found our service description confusing. Would you please email me at lsanyal at boingo dot com with your username and email address? I'd like to take a look at your account to determine exactly what happened. Then, we can try to reach a satisfactory solution together. Thank you for giving us feedback that will help us improve.




Lauren Sanyal

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