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My iPass that I get with HSBC WE card has stopped working. iPass have confirmed HSBC have pulled the contract. Even though it is still advertised on their website for new customers.
Annoying as it was useful, and could be used on some airline in-flight Wifis.Whinged at HSBC and got £75 of my (£195) annual fee for the inconvenience. It was certainly one of the benefits I weighed up in deciding to renew the card. All part of the steady decline of the HSBC Premier offering I suppose. In the good old days I had the email of my relationship manager, and they were the ones I emailed with any issues. Now it is just a call centre, albeit one that seems very happy to throw money around when something goes wrong.
That is annoying. Never managed to get it working on a plane though?
That is annoying. Never managed to get it working on a plane though?
That is annoying. Never managed to get it working on a plane though?
You had to log on to the ipass website to get the username and password to login before you went on your flight. Worked well for me on LH. I am sure others will have had success on other airlines as well.
Annoying it has gone.When I called just now, they say there is a relationship so I’ve opened a complaint for it not working…
When I called just now, they say there is a relationship so I’ve opened a complaint for it not working…
Certainly worth complaining.
Also worth emailing help [at] ipass.com to confirm that HSBC have in fact severed the relationship.
Do consider what you value the ipass to be: they will ask you this to resolve the complaint. For me, it genuinely was a factor in me deciding the renew my card, as I like the in-flight wifi it offers.When I called just now, they say there is a relationship so I’ve opened a complaint for it not working…
Certainly worth complaining.
Also worth emailing help [at] ipass.com to confirm that HSBC have in fact severed the relationship.
Do consider what you value the ipass to be: they will ask you this to resolve the complaint. For me, it genuinely was a factor in me deciding the renew my card, as I like the in-flight wifi it offers.Yep thanks. I had emailed ipass last week so your post is quite timely.
A few years ago I used this a lot on Singapore Airlines and it was a very valuable perk. I can’t think of an airline I’ve used recently that still supports it though, BA never has
Update: HSBC called me upheld my compliant and agreed iPASS is now closed. They offered £40 to compensate me. I said that was ok for time spent but and false info but what if I needed it on a flight and I have a trip coming up. They said to email any receipt for costs and they would cover it. I asked does that mean I should email every time I take a trip for the next year and they thought about it and offered a full refund of my £195 fee. Amazing result.
I had separately complained last week to HSBC about a payment I had made which they blocked and needed further info on. I provided this via a 30 min+ call to someone who was asking a hell of a lot questions including why various people paid me £5 that week (for our weekly footy match). I felt that was quite intrusive and nothing to do with the payment I was making. They ended saying the payment would be approved. I then got a text later that night saying I hadn’t called them so the payment was being cancelled… so incompetent. I asked for £250 comp to make things better and they investigated and called me on Thursday to agree.
So all in a productive few weeks with HSBC comp!
@rams Drat! Maybe I should have held out for £195… Oh well, I ended up getting £100 in the end, as they managed to mess up giving me the compensation. I easily get £95 value out of the rest of the rest of the card, but I will have to make a decision when it comes to renewal in the summer.
That is one thing HSBC is excellent at: giving money when it goes wrong. And boy, it tends to go very wrong with them, because they are more incompetent/outsourced than most. At least their complaint resolution team are quite skilled…And another £100 due to delays in opening my account. Was texted form to sign would be available in my account and it wasn’t. Chat said to wait a few days but it never came. Went to branch in the end to sign it. But they filed it incorrectly so told again it would be available online and it wasn’t. So went to branch again and it finally was sorted.
Agent offered £50 and I said ok but I did have to go twice. At which point he said fair enough I can double to £100. Lovely
And to be fair to hsbc at least they take responsibility unlike useless Barclays who never find fault in their staff or processes.
I queried this with iPass after having log in issues, and have been advised that HSBC have reinstated it!
Good result.
iPass was one of the main reasons I signed up to HSBC World Elite in the first place.
Never knew about this benefit! How do I obtain an activation code?
Ah yes, when I log in now, it seems to be working. Quite a result for me and @rams then in that case!
@09R, you need to go to https://www.ipass.com/hsbc/ and fill out the form. You get the activation code by phoning HSBC.I had a different experience.
My ipass stopped working a few months back – didn’t track when b/c I don’t take a flight every month.
I spent 3 hours on the phone, with HSBC after getting email from ipass support saying the agreement has been canceled.
Seeing your messages here of success, I emailed ipass again about my account and their line changed from their relationship with HSBC being canceled to simply that my account is disabled and that only my relationship manager can help me reactivate the account. I called HSBC Premier service line again and I was pointed to the fact that on: https://www.ipass.com/hsbc/faq/ it states the voucher is only useful for one year.I reminded that this is nowhere on the HSBC site and it’s not clear we only get one voucher (per lifetime of card? per card? not sure, wasn’t told.) She says it’s listed on ipass’ and therefore goes.
I asked whether she can:
1: Give me a new ipass registration voucher: no
2: Provide a customer gesture as this is one of the main reasons I use this card: no
3: Give me a pro-rated refund for the card as I’m interested in downgrading to the free Premier card: no.It’s been a seriously trying situation and I’m largely disappointed.
For anyone looking to downgrade: You can call them 2 weeks before your statement date before your anniversary date and downgrade over the phone. They will mail you a form – once you sign that and get it back in, you’ll get a new card.I highly recommend letting HSBC know your thoughts if this has negatively affected you – I will.
https://www.hsbc.co.uk/help/feedback-and-complaints@Rewire7894 I would put a complaint in: I do not believe it is a 1y benefit only (mine is not, it does not mention it). I think you have just been on the receiving end of HSBC not knowing what they are talking about.
A complaints person generally knows what they are talking about, and should be able to sort it.I’ve received 3 different activation codes from hsbc recently each code comes back as not valid when i attepmt to register. HSBC blame ipass. Ipass keep passing me bsck to HSBC.
I’ve received 3 different activation codes from hsbc recently each code comes back as not valid when i attepmt to register. HSBC blame ipass. Ipass keep passing me bsck to HSBC.
I’ve had issues too, unhelpfully when ipass where upgrading their systems and broke the process. HSBC are the ones who generate the key via their iPass back end tools I believe. The codes are sequential so maybe just try incrementing by 1?
I complained, got £50
I’ve received 3 different activation codes from hsbc recently each code comes back as not valid when i attepmt to register. HSBC blame ipass. Ipass keep passing me bsck to HSBC.
I’ve had issues too, unhelpfully when ipass where upgrading their systems and broke the process. HSBC are the ones who generate the key via their iPass back end tools I believe. The codes are sequential so maybe just try incrementing by 1?
I complained, got £50
Thanks
I’ll log a complaint. Yep each code has just increased by 1 digit.
I am in exactly the same boat! Original code says “expired”. They increased the last digit by 1 and that keeps saying invalid. Has been going on over 5 weeks now. complained 9 days ago, still not received any kind of response.
Keep fighting the good fight. I’ve spent too many hours with too many people that don’t know what iPass is at HSBC. CSR was adamant complaints are only by letter mail. How do you lodge a complaint? Can you request a supervisor over the phone? Can you request a complaint lodge with the same agent you are lodging it against?
Been on the phone with HSBC at least 5 times now, I was given the same code 3 times’s by different customer service reps, then given iPass’s number twice, contacted iPass via email and phone and they passed me back to HSBC saying that I have to speak to my relationship manager as they are the only ones who can generate me new codes.
Went back to HSBC who couldn’t tell me who my relationship manager is but did try to generate me a new code but can only post it to me which doesn’t help as I’m flying off the next day and would like to have use of the WiFi on the flight. I asked her to read it over the phone to me like the 1st rep did who gave me my original code over the phone (that I never received after signing up for the credit card). The rep said she will call be back but never did.
I phoned again, this time the rep comes back with the same thing about not being able to read it to me over the phone, but eventually says to increment by 1 but says the code does not work until 5 working days later. Frustrated with the whole process I asked if I can speak to a complaints department and he said no, what am I trying to achieve with this? I said I just want the benefit I paid for and use it to work on the plane and he said no, I paid for the credit card and this is a free benefit so I didn’t pay for anything. So unfortunately didn’t get any compensation for not being able to use my paid for benefit kindly provided to me for ‘free’.
Rant over. Seems like a complete mess this iPass thing.
Been on the phone with HSBC at least 5 times now, I was given the same code 3 times’s by different customer service reps, then given iPass’s number twice, contacted iPass via email and phone and they passed me back to HSBC saying that I have to speak to my relationship manager as they are the only ones who can generate me new codes.
Went back to HSBC who couldn’t tell me who my relationship manager is but did try to generate me a new code but can only post it to me which doesn’t help as I’m flying off the next day and would like to have use of the WiFi on the flight. I asked her to read it over the phone to me like the 1st rep did who gave me my original code over the phone (that I never received after signing up for the credit card). The rep said she will call be back but never did.
I phoned again, this time the rep comes back with the same thing about not being able to read it to me over the phone, but eventually says to increment by 1 but says the code does not work until 5 working days later. Frustrated with the whole process I asked if I can speak to a complaints department and he said no, what am I trying to achieve with this? I said I just want the benefit I paid for and use it to work on the plane and he said no, I paid for the credit card and this is a free benefit so I didn’t pay for anything. So unfortunately didn’t get any compensation for not being able to use my paid for benefit kindly provided to me for ‘free’.
Rant over. Seems like a complete mess this iPass thing.
Very similar to what I’ve been through over the last 4 or so weeks. If you’re flying tomorrow, maybe pay for wifi and then claim it back as part of your compensation?
Very similar to what I’ve been through over the last 4 or so weeks. If you’re flying tomorrow, maybe pay for wifi and then claim it back as part of your compensation?
Got on the complaints chat (spent another hour) and that was what the rep was telling me to do. She put a note on my file and I should pay for WiFi and get back to them.
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