HSBC Premier World Elite: Loss of iPass

[Numpty]

I had same issue, sent an error log/email from within the ipass app. 10 mins later had an email response with a new activation link – had to delete ipass app and then reinstall through the new link. All done very quickly, reinstalled on phone and tablet.

[ZW]

I had the same issue. Logged a complaint with HSBC in early January. Just got a call from them telling me they no longer work with iPass, there is no replacement yet, and no compensation.

[points_worrier]

ZW wrote:

I had the same issue. Logged a complaint with HSBC in early January. Just got a call from them telling me they no longer work with iPass, there is no replacement yet, and no compensation.

This is simply incorrect unfortunately.

Escalate to ombudsman, claiming a percentage of the remainder of your annual fee based on how much you reckon you value the iPass service.
HSBC will offer compensation when the ombudsman starts investigating.

[travelersolo]

This is what I had from ipass recently.

We would like to let you know that we are in the process of a system migration and also renewing our contracts with HSBC, after which the services should be working as expected. We would let you know once this is completed, and until then we appreciate your patience on this matter

I got an open complaint with them. The last agent I spoke requested I try and register my card with boingo

[09R]

Had a call from HSBCs complaints yesterday. They confirmed the iPass benefit is being withdrawn this month due to all of the issues getting people registered. £60 compensation was offered and accepted

[Guernsey Globetrotter]

Another data point – got on chat yesterday to express my disappointment at the loss of a valued service. Referred to the complaints team so sent a brief email reiterating this. Got a response this morning offering £25. I asked for and received £50 which I am happy enough with in terms of (1) reasonable compensation for what, realistically, is only one of the benefits of the card and (2) it only took about 20 minutes of my time overall to get to that point.

[mattieh]

I also spoke to HSBC, after being passed around including back to iPass they gave me £50.
They did say that they are expecting a replacement shortly, and that we should hear something shortly (not sure if they were trying to fob me off or not!)

[Skywalker]

mattieh wrote:

I also spoke to HSBC, after being passed around including back to iPass they gave me £50.
They did say that they are expecting a replacement shortly, and that we should hear something shortly (not sure if they were trying to fob me off or not!)

From their website: https://www.ipass.com/hsbc/

“Important Notification on iPass Global Wi-Fi Service

Dear Customer,

We wanted to let you know that the iPass Global Wi-Fi Service is officially set to end on 5th April 2024. We understand this may be disappointing news for some of you and we sincerely apologise for any inconvenience this may cause.

If you have an active iPass Global Wi-Fi Service account, please remove any iPass SmartConnect app which installed currently on your device.

Need Support?

If you have questions about this update, please feel free to reach out to the HSBC customer service team.”

– says nothing about getting a new replacement service.

[DanC]

I’m with HSBC and I think that my IPASS is still working

[travelersolo]

I got £100 following my complaint

[Aliks]

I spent an an hour on the phone with HSBC today, trying to register a complaint. The agent kept insisting iPass was a known problem and they were investigating possible alternatives. He wanted to raise and close the complaint immediately on this basis

I impressed on him that the complaint was about having no iPass for the last 6 months and he finally caved in. He claimed £50 was the maximum he could offer, so I accepted but reesrved the right to complain again if they didnt come up with some offer by September.

[slal03]

I wonder if iPass as a company has folded or been bought out.

Whenever I sent an email or ticket or query I used to get replies straight away. Now I’ve not received a reply despite 4-5 emails.

Also, every time I’ve flown with airlines using Panasonic Aero, instead of showing both iPass and Boingo as log in options, only iPass exists.

Anyone any insight?