On-board communication services

• General information about OnAir

  OnAir is a joint venture between SITA and Airbus, with headquarters in Geneva, Switzerland, and branches in Seattle, London and Montreal.

  OnAir takes advantage of the world's leading company in the field of air travel software development, communications and aircraft manufacturing, offering the most modern and comprehensive range of products on the market.

• What is Internet OnAir?

  Internet OnAir allows you to access the Internet using your Wi-Fi enabled laptop or mobile device, or the on-board entertainment system built into the backrest. Using a laptop, you can access your corporate network and use a variety of Internet applications, such as email clients, instant messengers and web browsers. Those using Internet OnAir via their Wi-Fi enabled mobile device, such as a smartphone or BlackBerry, can take advantage of most services that do not require a cellular signal. This includes Internet activities such as sending emails, browsing the web, and others.

  Please note that this service does not support streaming video.

• Can I access the service using various devices?

  Yes; once you purchase OnAir, you can switch between all supported devices, including Wi-Fi enabled laptops and mobile devices, and the entertainment system built into the backrest.

  When switching between devices, you may be asked to enter your username and password.

• Why do I need to use the service on my laptop?

  Minimum requirements for OnAir services: supported web browser and laptop with 802.11 (Wi-Fi) wireless capability. If the aircraft is equipped with a wired network, you will need an RJ45 Ethernet cable to connect your device.

• Which operating systems are compatible with the service?

  OnAir is not an OS specific service and works with any operating system if a compatible web browser is available on it, such as Internet Explorer (see below for a complete list of supported web browsers).

• Which web browsers does the OnAir app support?

  On laptops, OnAir supports the latest versions of the following web browsers:

  • MS Internet Explorer
  • Firefox
  • Safari
  • Opera
  • Google Chrome

  On Wi-Fi enabled mobile devices, OnAir supports the latest versions of the following web browsers:

  • Internet Explorer Mobile
  • Opera mobile web browsers
  • Safari web browser
  • BlackBerry web browser
• Can I use Internet OnAir to access my corporate network?

  Yes. If your laptop is equipped with a virtual private network (VPN) client, you can easily connect to your corporate network.

  Internet OnAir allows you to establish a secure connection to your corporate network. IPSec, SSL and PPTP protocols are supported.

  NOTE: The status monitor may not be visible when you are on your corporate network. However, information about your use of the service will be monitored and recorded by OnAir. You may need to terminate your VPN session to review the usage information.

• Does OnAir protect my information?

  Yes. In accordance with our privacy policy and e-commerce experience, OnAir uses Secured Socket Layer (SSLv3.0) to protect any confidential information and user data transmitted through the browser.

  Personal information about user registration is also protected by the user's ID and password to prevent access by unauthorised persons.

  Further details on how personally identifiable information is collected and stored can be found in the Privacy Policy.

• Are there any terms and conditions applicable to the service plans?

  Yes, the OnAir Terms and Conditions include the User Agreement and Privacy Policy.

• How do I contact customer support?

  OnAir provides you with support through on-board documentation and the following email address and phone number:

  Documentation and manuals

  In addition to these frequently asked questions, you can access further information about the service by using the Help section and links.

  Contact information

  If you need multilingual support, you can send you questions by email to cs@onair.aero or call +1 514 282 5239 around the clock, seven days a week.

• Can I connect to the Internet using my mobile device?

  Yes. Internet OnAir is supported by most Wi-Fi enabled mobile devices, including BlackBerry, Apple iPhone and iPod Touch, Windows Mobile smartphones, and many others.

  Internet OnAir allows users with supported mobile devices to use a range of Internet applications, such as email, instant messaging, and web browsing.

  Note: Actions that require a cellular connection, such as voice calls and SMS, are not available over Wi-Fi.

• I cannot access certain content and/or a particular website. What am I doing wrong?

  To ensure proper use of the Internet on board, OnAir may block web content according to a set of predefined categories, including but not limited to:

  • Violence (imagery and encouragement);
  • Drugs/drug abuse;
  • Nudity, imagery and lifestyle of naked people;
  • Adult materials;
  • Sexual acts, pornography;
  • Aggressive/extremist materials;
  • Pirated and illegal downloads.

  Make sure that the materials you are trying to access do not violate the User Agreement.

• How will I be billed?

  OnAir accepts most major credit and debit cards, including VISA, MasterCard, American Express, JCB and Discover. Service fees, as well as any additional data purchased during the session, will be charged to your credit or debit card once the flight is over.

• Why do I need to enter my payment information when I participate in a promotion?

  If you participate in a promotion, you may still be required to provide your payment information to cover any excess data (MB) provided.

  This is similar to giving a hotel your credit card information for additional charges, even if you have paid for your reservation in advance.

• What happens if I use up the entire amount of prepaid data (MB)?

  This depends on the Internet option selected during the initial sign-up process. For example, if you have chosen to disconnect from the Internet once you reach the data limit (MB), you will be offered to continue the session if you agree to pay for all data transferred in excess of the original limit. You can also choose to use the Internet service non-stop. In this case, when the traffic limit is reached, the service will not be interrupted.

  Before connecting to the Internet, you will be offered to choose between using the service non-stop or stopping the session when the data limit (MB) is reached.

  Please note: if you use a promo code, you may be asked to enter your payment information when the value of the promotion is used up.

• What happens if I don't use the entire data plan? Can I transfer my unused data to another flight?

  No. The OnAir Internet session can only be used on one flight, and the remaining data is not carried over.

• Where can I find information about my use of the service?

  When using the Internet OnAir service, the consumption of megabytes (MB) and kilobytes (KB), as well as the invoice total, are displayed in real time on the Status Monitor for the entire session.

• Do I need to change any web browser settings?

  To ensure the correct operation of the OnAir Internet service, you should enable cookies in your web browser. Enable cookies and JavaScript in your web browser before using this service.

  In Opera web browser, you must disable pop-up blocking before continuing.

• What can I do to make the best use of Internet OnAir?

  Internet OnAir is optimised for satellite operation to reduce the amount of data transmitted via the satellite link.

  It is recommended that you disable automatic updates, such as Microsoft Windows updates, to enhance your browsing experience.

• The Wi-Fi service is not available or is temporarily disabled on this flight. What causes this and what can I do?

  The service may be interrupted or unavailable if: the aircraft has not yet reached cruising altitude; the aircraft is flying over a country that has not yet authorised the use of the service; the service is unavailable due to a technical problem. If the service is not available, please refresh the page and recheck its availability later.

  Please note that the Internet service will not be available when flying in Indian, Nepalese, North Korean, Israeli or Cuban airspace.

The Internet On Board service is only available once the aircraft reaches cruising height.

To connect to the Internet On Board, activate Wi-Fi on your personal device (smartphone, tablet or laptop), select the OnAir network, launch your Internet browser and choose your preferred data plan

Please remember that the safety requirements during taxiing, take-off and landing require all electronic devices on board to be set in flight mode or switched off completely. For further information on the use of electronic devices on board the aircraft, please see the Rules for Using Electronic Devices On Board section.

The service shall be paid for during the flight at the rates specified on the sign-up and payment page, and is only possible using non-cash methods. Most credit and debit cards are accepted, including VISA, MasterCard, American Express, JCB and Discover. The amount will be deducted from your credit card once the flight is over.

Price * for each 1 MB after exceeding the limit: USD 1

*Payment for the Internet On Board service is made directly to Sitaonair in roubles at the exchange rate of the issuing bank of the card used for payment on the date of payment in an amount equivalent to the cost of services received in U.S. dollars.

You can access further information about Sitaonair's fare policy and the cost of the service on board the aircraft.

On board the A330 and B777 aircraft, you will be able to access paid mobile services such as SMS/MMS and Mobile Internet (EDGE). The cost of these services in the OnAir network depends on the roaming fares of your operator. Please confirm the fares with your operator.

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Further information