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Q1: Which aircraft offer the Wi-Fi Onboard service?
A: Only A321neo/A350/B777 aircraft types are currently available for in-flight Wi-Fi service. For codeshare flights operated by other airlines, please check with the operating carriers for their service.
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Q2: Can I use an internet telephony service (VOIP) onboard?
A: To maintain the tranquility of the cabin, voice function such as Skype cannot be used during the flight.
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Q3: Can I transfer my Wi-Fi Onboard coupon to others?
A: There is no designated user for the Promo code, and available to be transferred to others for use on designed A321neo/A350/B777 flight within the validity period.
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Q4: Can the remaining data/time be used on my next flight?
A:The in-flight Wi-Fi service purchased/redeemed on A350/B777 aircraft can be used on A350/B777 transfer flights during the validity period, but A321neo can only be used on the same flight. Examples are described below:
Example A:
I have purchased 24 hours of in-flight Wi-Fi service on the B777 aircraft's flight from LAX to BKK, and I still have 9 hours remaining time when I arrived in Taipei for transfer, and my onward flight to Bangkok is operated by A350 aircraft. Can I continue to use my remaining hours on the connecting flight?
A: Yes, as long as the connecting flight is also operated by A350/B777 aircraft type.
Example B:
I have purchased 3 hours of in-flight Wi-Fi service on the A350 aircraft's flight from NRT to MNL, and I still have 1 hour remaining time when I arrived in Taipei for transfer, and my onward flight to Manila is operated by A321neo aircraft. Can I continue to use my remaining time on the connecting flight?
A: No, the remained hours can only be used on the A350/B777 aircraft types for connecting flights.
Example C:
I have purchased 300MB of in-flight Wi-Fi service on the A321neo aircraft's flight from TPE to HKG, and I still have 100MB remaining data when I arrived in Hong Kong, and my return flight is also operated by A321neo aircraft. Can I continue to use my remaining data on the return flight?
A: No, the data plan purchased or redeemed on A321neo aircraft is only available on the current flight.
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Q5: Can I redeem the complimentary WI-FI if I use my frequent flyer mileages upgrade to business class?
A: Yes.
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Q6: I can't use the Wi-Fi Onboard coupon, can I refund it?
A: The Wi-Fi Onboard coupon is complimentary and cannot be returned for monetary refund.
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Q7: Can I use two different mobile devices to connect to Wi-Fi at the same time?
A: The in-flight Wi-Fi plan cannot be used on different mobile devices at the same time. If you need to connect to multiple devices at the same time, another plan must be purchased.
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Q8: Which devices can I use the Wi-Fi Onboard service on?
A: It can be used by any device that supports Wi-Fi, such as smartphones, laptops, tablets, etc.
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Q9: Is the wireless internet service available for the entire duration of the flight?
A: To comply with the cabin electronic devices handling guideline, please switch your mobile devices into airplane mode after the cabin door is closed, and disable Wi-Fi function until the aircraft altitude reaches 10,000 feet.
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Q10: Why is my connection being interrupted?
A: The Wi-Fi connection on board is transmitted via satellite. The number of users, satellite signal strength, weather, and routing may affect the internet connection.
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Q11:What should I do if there is a problem with the in-flight Wi-Fi?
A:For any inquiries and comments, please email the correspond supplier as follows:
A321neo (SITA FOR AIRCRAFT): cs@sita.aero
A350/B777 (Panasonic): ciwihelp@panasonic.aero