Which devices can I use to access Wi-Fi on board?
Wi-Fi enabled devices running Chrome, Safari, IE11 and Edge internet browsers can be connected to the Wi-Fi network on board. If you do not have one of these browsers, or are running an older version, you may still be able to connect although certain features may not work.
What can I use the Wi-Fi for?
In addition to viewing British Airways flight information and using the British Airways website to manage your booking and Executive Club account at no cost, you can access the internet, message, browse the web or stream music and video content depending on the package that you purchase.
When can I access the internet?
The service will be activated at a height of around 10,000 feet (about 10 minutes after take-off and before landing).
Will the system be available on all British Airways flights?
Wi-Fi is gradually being rolled out across most British Airways aircraft and is available on the majority of our fleet. As soon as you're on board, we'll let you know if Wi-Fi is available on your flight.
If your British Airways flight is being operated by one of our carriers, such as Titan, Iberia, IB Express and Finnair, Wi-Fi will not be available.
How do I get back to the .air homepage if I’ve navigated away from it?
Once you’ve purchased Wi-Fi, it helps to open a new tab in your browser to access other sites. If not, please enter shop.ba.com into your browser URL and you’ll be taken back to the homepage.
Do I need to have an account to access the internet?
No. You can purchase Wi-Fi as a guest (without an account), but you will be required to enter your payment information each time you purchase a package.
If you decide to register for a .air account or sign into your existing account, you will be able to use saved cards to process payment and access the Wi-Fi quicker each time you fly.
Why do I need to create a .air account?
There is no longer a need to create a .air account to purchase Wi-Fi.
There are benefits to creating an account with .air. It ensures all receipts are sent to the correct email address and allows you to store payment cards to your account, which will allow for faster transactions on board.
I can’t remember my password – how do I recover my account?
On our Sign in page, please click the Forgot Password link and follow the steps to reset your password and access your account.
Will I be sent a receipt for my onboard purchases?
Yes. Receipts for purchases made through .air will be sent up to 24 hours after your flight has landed. This will be sent to the email address provided when you set up your account. If you did not receive a receipt, please check your junk email or request one at ba.com/helpme.
Is it possible to make and receive texts or phone calls either through my GSM network or VoIP services?
As there is no hardware to support GSM services on board you will not be able to make a phone call through your network provider. VoIP calls through services such as Skype, FaceTime and WhatsApp will also be unavailable, and we ask you to please turn your phone to vibrate or silent mode to respect other customers.
How much bandwidth is available to my device on this aircraft?
The available bandwidth is shared by all .air users on board, which means that the actual speed depends on the number of users at any given time, as is the case with common ground hotspots. You may check the bandwidth available onboard and specific to your aircraft, by accessing the Wi-Fi portal and clicking the 'restrictions' link.
Is it possible to switch between devices (e.g. from laptop to smartphone) using the same purchased session?
No. Your internet session is linked to the device you purchased it on and will not be transferrable. Please be mindful of your planned internet usage when selecting a Wi-Fi package.
Why is my connection being interrupted or disabled?
While most of the world has Wi-Fi coverage in the air, there are a few limitations. You may experience some interruption in coverage during a flight, which can be due to a variety of reasons.
- On a long haul flight, these include satellite handovers when you move from one satellite cell to another, flying outside of the coverage area or over a restricted zone such as Indian airspace.
- On a short haul flight, these include when the aircraft travels over a large expanse of water or outside Europe.
During such periods you may temporarily lose connectivity. However, it should resume after approximately 2-3 minutes. Notifications in your browser and the .air homepage will let you know when you are not connected.
Does the Internet provide a secure connection?
Your connection on board is as safe as connecting to the internet via any other public Wi-Fi service on the ground. Connections to a secure website (i.e. HTTPS) or a Virtual Private Network (VPN) will remain secure, maintaining the encryption provided by the host.
Who can help me with billing enquiries?
Please visit ba.com/helpme for any billing enquiries, refunds or receipt requests.
When will I hear back from the customer care team regarding my query or issue?
The customer care team is available 24/7. We aim to resolve your query as quickly as possible, however please allow up to 72 hours to receive a reply from one of our team members.
Is it safe to operate Wi-Fi on an aircraft?
Yes. It is safe to operate Wi-Fi on an aircraft. Before Wi-Fi services are put into operation on an aircraft, all relevant aspects are fully tested and safety certified by the European Aviation Safety Agency (EASA).
Under what SSID is the WLAN network provided?
The SSID is called BAWi-Fi. It is a publicly broadcasted Wi-Fi network.