On-board Wi-Fi

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.

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.

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.

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.

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.

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.

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.

What is Free Messaging?

Free messaging for all Executive Club members across all tiers. This service is available on all connected aircraft across all routes. 

Do I need to pay for Wi-Fi to use this service?

No, the service is free for all Executive Club members. If you are not currently a member, you can sign up for free here.  

What devices can this be used on? 

Free Messaging is available on any device that can connect to Wi-Fi.

Can I use the service on more than one device? 

No, you can only use Free Messaging on one device.

What messaging tools can I use? 

• Any text-based application e.g. WhatsApp, iMessage, Facebook Messenger etc.
• Images and videos are not included

Who can access the service?

Executive Club members from all tiers. Non-members can sign up to use this service immediately on board for free. You can sign up for free here. 

If you are travelling in First, please use the Free Browse and Stream package first and then use the Free Messaging pass on your secondary device.

How can I access this service? 

Please connect to the onboard Wi-Fi by typing shop.ba.com into your browser. There will be a banner advertising free messaging. Click on the banner and sign in to the Executive Club. Once you are verified you can begin to message for free. 

How can I sign up?

All non-members can sign up to become an Executive Club member. This can be done on board or on the ground. 

Sign up on the ground: 

• Visit the Executive Club sign-up page HERE
• Sign up for free
• Connect to onboard Wi-Fi
• Visit shop.ba.com
• Click on the Free Messaging banner 
• Enter credentials and begin to use

Sign up on board: 

• Connect to onboard Wi-Fi
• Visit shop.ba.com
• Click on the Free messaging banner
• Click on the register now link in Wi-Fi packages page
• Redirected to sign up page – create an account
• Take a note of your sign up credentials to make sure you can sign in at the next stage
• Return to shop.ba.com and sign in to use the service 

What are the limitations of this service? 

Data is limited to text only, images and videos are not included in this service.

What happens if I forget my password?

Please check if the password is saved on your device

• IOS – Go to settings > Passwords 
• Android – Go to browser > Settings > Passwords 

You can also reset your password. You can do this for free on the ground when you have access to Wi-Fi. Onboard you will need to purchase the browse and stream package to access the internet to then reset your password. 

What is the refund policy? 

Refunds are not available for Free Messaging as this is a free service. Please visit Complaints and claims | Help and contacts | British Airways if you would like to submit a complaint