Aeromobile and Swiss airlane scam

[2t3m]

** Version française ci-dessous **

Last month, I was on my way back in a Swiss airplane. When the plane arrived and landed at Montreal Airport, I sent a simple text message to my very charming wife.

All the way my phone was turned off, till we landed to Montreal airport and I received on my Fido billing an extra amount of 90$, for one tiny text message. They say that I used 6 mo of data at 15$/mo = 90$. Which we all agree, is a day light robbery.

I'm told by Fido that it's been charged by Aeromobile, which is the internet provider on Swiss airplanes. That they can not credit the amount (They finally credited it partly). 

I never specificially authorized that service. I would have obviously denied it!

I'm using Fido's Nomad services thinking that all my internet usage is cover!! Especially when I'm in Montreal!! 

I have been a Fido customer for Decades. So How come Fido, is taking side with Aeromobile scammer? 

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Le mois dernier, j'étais sur le chemin du retour dans un avion de la société Swiss. Lorsque l'avion est arrivé et a atterri à l'aéroport de Montréal, j'ai envoyé un simple message texte à ma très charmante épouse.

Pendant tout le trajet, mon téléphone était éteint, jusqu'à ce que nous atterrissions à l'aéroport de Montréal. J'ai reçu sur ma facture Fido un montant supplémentaire de 90 $, pour un petit message texte. Ils disent que j'ai utilisé 6 mo de données à 15 $ / mo = 90 $. Nous sommes tous d'accord, qu'il s'agit d'un cambriolage de haut niveau.

Fido me dit que cela a été facturé par Aeromobile, le fournisseur Internet des avions Swiss. Qu'ils ne peuvent pas créditer le montant (Ils l'ont finalement crédité en partie).

Je n'ai jamais spécifiquement autorisé ce service. Je ne l'aurais évidemment jamais autorisé!

J'utilise les services Nomade de Fido en pensant que toute mon utilisation d'Internet est couvert!! Surtout quand je suis à Montréal !!

J'ai été un client de Fido pendant des décennies. Alors Comment se fait-il que Fido prenne parti avec l'escroc d'Aeromobile?

[Dalex]

I’ve just had the same experience.  My phone was in my carry-on bag and apparently connected to Lufthansa’s aeromobile and used 6mb of data during the flight which Fido has charged me $91.  The agent i just chatted with essentially told me too bad.  There’s nothing they can do.  He did offer to connect me with their credit department though, if I couldn’t afford it and needed to setup a repayment schedule.  I’ve been a fido customer for years and extremely unimpressed.  I can’t find any reference to this on Fido’s roam page, however the agent assured me it was there if I had done a search for “airplane”. I still can’t find a reference.  If this isn’t resolved I’ll be switching to telus.  Fortunately i’m not tied into a contract.

[Cawtau · Accepted solution]

Hello Dalex,

  Welcome to the community!

  I'm sorry to hear that you received that awful surprise on your bill. However, your phone connected to the in-flight mobile services. While the website does not specifically mention in-flight roaming, it would be considered a Premium destination, similar to cruise ships.

~ taken from here.

  Both Wireless Maritime Services (cruise ships) and AeroMobile (in-flight network) offer roaming services in specialised areas not covered by traditional cellular service. If your phone was not turned off or not had Airplane or Flight mode enabled, it would have connected to the network.

  You should note that those networks are independent from other mobile providers. If you were with a different provider, you would have still been charged for usage on AeroMobile.

Hope this helps 😀

Cheers

[Vacationruined]

I recently was scammed by the same Aeromobile scam, flew westjet Toronto-vancouve redeye, after 30 hrs of travel.

the new plane had no tv screens or monitors on the back of seats. We were told to download the Westjet app on our phones before take off, and use it to stream our tv shows and movies.

i watched 2 movies on the 5 hr flight. Only to get billed $86.00 for 5 gb. Called fido, they said they can do nothing call Aeromobile. Aeromobile says FIDO sets the rate for charging. For usage. Called fido back, the customer service rep, said he had never heard of Aeromobile.

i have been with fido since its inception in the 1990’s. I find myself, no mater what plan i go for, including “ all in “ unlimited plans. Scam bills all the time. Almost every 2 months we have to get charges reversed. We have 5 fido phones in our home. We all are pay as you go. So we are going to freedom next week. I don't mind billing errors, but not every 2 months. Good by Fido.

ps: they refunded $17. Of this bill because of other miss charges.

[Cawtau]

Hello Vacationruined,

  Welcome to the community!

  I was curious as to why WestJet would tell people to download their app and use it during the flight if there were additional costs, so I took a look at WestJet Connect. Unfortunately, it appears that your device connected to the Aeromobile cellular services rather than WestJet's complimentary entertainment services.

~taken from here.

  Since your device connected to the cellular network rather than WestJet's Wifi network, your usage would have been on Aeromobile. For the future, it's probably best to enable Airplane or Flight mode during flights.

Hope this helps 😀

Cheers

[FidoVanessa]

Hey @Vacationruined! Welcome to the community. 

Once you connect to any network outside of Canada, you will be charged for roaming. You were simply charged for the data you have used on the plane. The same situation would happen with any provider. 

We would still like to take a second look at your account. We'll send you a private message right away! 

[FidoSaad]

Hey there @2t3m

Welcome to the community!

Roaming fees are based on the Pay Per Use rate as mentioned here. That being said we'd like to have a closer look at your account to review the charges. We'll be sending a PM your way shortly.

Talk to you soon :).

[2t3m]

Thanks FidoSaad!

for your help.

I chated with Fido customer support yesterday (they have been very kind and professionnal), but I'm still not happy with this Aeromobile outrageous charge. 

Those charges occur when I was in the airplane that just landed at Montreal airport! I sent one text message for 90$ !?!

I think that it's important that Fido customers be aware of this.

I'm awaiting for the Fido customer service call.

Thanks and have a nice weekend.

[FidoThomas]

Hey @2t3m,

We've sent you a PM

Let's continue over there, we'll check this out together.

[2t3m]

Hello Thomas and Saad!

I'm trying to reach you via your PM system, but I'm having a hard time with it.

Please provide me your emails or a phone number via your PM, where I can reach you.

Thanks for your help! 

[FidoJulien]

Hey @2t3m

We don't provide service via email.  If you're not comfortable with the PMs here, you can contact us via PM on Facebook or on Twitter

Alternatively, we can also continue in PM here.

Let me know what you'd like to do!