Frequently Asked Questions: Convenience Fee 

The in-flight Wi-Fi service allows you to wirelessly connect to the Internet at or above 10,500 feet, using your personal electronic devices such as your laptop, tablet, or smartphone when flying to select international routes.

Customers can now enjoy 20-minutes complimentary plan that allows them to browse the internet, check emails and connect with family and friends. This plan allows customers to receive a One-Time Password via e-mail for purchasing the in-flight Wi-Fi to enjoy Wi-Fi services throughout the flight.

 The service is provided by Nelco Network Products Limited (NNPL), powered by Panasonic Avionics Corporation as the technology partner.  Together, the parties manage the network, the connectivity session, customer care and payment processing. 

Pre-flight purchases of Wi-Fi service can be made with MasterCard (credit or debit), VISA (credit or debit), or RuPay.

Now, in addition to internationally issued credit cards, customer can purchase Wi-Fi packages on board using Indian credit/debit cards, however, this mode of payment can only be used during the active Wi-Fi session which will allow customers to receive an OTP on the registered e-mail address.

Vistara will offer in-flight Wi-Fi internet connectivity onboard select international routes operated by the Boeing 787-9 and Airbus A321 aircraft.

You can surf, stream, chat and access your email during the complimentary 20-minute session. This plan allows customers to receive a One-Time Password via e-mail for purchasing the in-flight Wi-Fi to enjoy Wi-Fi services throughout the flight.

Whether you are accessing the Wi-Fi service through a voucher code or via in-flight credit/debit card processing, there are different ways to connect:

• As a first-time user, you can create a user account. This option allows you to log on/off during a session and switch devices. You can also see all your access history and request a receipt for any previous sessions.  
• If you have created an account previously and are a returning user, simply log in when prompted.
• You can also access the Wi-Fi service as a Guest User.  This provides the fastest way to get connected, although access is limited to the device when the connection to the session is first established.   

The available Wi-Fi plans are designed to offer and meet different connectivity needs. Pick the best plan that will meet your desired connectivity experience. Please note that the plan you purchase will be accessible to you during the flight only.

Yes, you will receive an OTP while purchasing a plan only if the plan is purchased during the 20-minute active Wi-Fi session. If the plan is purchased otherwise, the system will not prompt for an OTP while using internationally issued credit/debit cards.

Once the transaction is completed, a voucher code will be generated based on the Wi-Fi plan you selected. An email receipt with the voucher code will also be sent. You will need the voucher code to redeem for the Wi-Fi session during the flight, so do save the e-mail to access the same on the flight.

Voucher codes are valid for 3 months from the date of purchase and can be redeemed on the select international flights offering connectivity.

If you have a voucher code, simply enter the code from the Wi-Fi start page to redeem the same. The location to enter the voucher code is in the middle of the page, under the list of available Wi-Fi plans, and next to the 'Reconnect' option. 

Registering for a user account allows you to better manage your service. Once the account is established and you have logged in, you can use the ‘My Account’ option to update your e-mail address, change your password, reset your security question/answer, and view all your past sessions under the account. If needed, receipts for the past sessions can be requested to be sent again. The account can also be used to log on/off and switch devices during an active Wi-Fi session. 

To connect, you can use any Wi-Fi-enabled device such as your laptop, tablet, or smartphone. Please ensure your device is in airplane mode but with Wi-Fi enabled. 

You cannot log in from two separate devices with the same credentials simultaneously. If you enabled your session as an account holder, you may switch between two or more devices by logging off on your first device before logging onto a second device, using your account credentials. To end your Wi-Fi session, simply click on ‘Sign Out’.  

As a guest user, you will be able to access from the same device that initiated the service at the beginning. 

Generally, you should experience speeds similar to the public Wi-Fi/WLAN connections available on the ground. However, the actual bandwidth depends on several parameters, including the satellite connection to the aircraft, the number of aircraft connected to the satellite, the number of passengers concurrently using the service, and the intensity of bandwidth usage on the aircraft. 

If you lose connection and still have data remaining, you can log in using your existing account info to continue your session. If you have purchased as a guest user, the session can only be resumed on the device that you made the initial connection from. In this case, the system will automatically reconnect the device. 

If you have previously set up an account but have forgotten your password, go to the Sign-In screen and reset your password using the “Forgot Password’ option. If you do not remember the answer to the security question, you will not be able to reset your password. However, you can access the service as a Guest User, and contact Customer Care at support.vistara@nelco.in after the flight to have your account information updated. Responses to customer care inquiries can be expected within 72 hours. 

If you are on board during a flight and logged into your account, you can update your email address by going to the ‘My Account’ page. Otherwise, you can contact Customer Care service at support.vistara@nelco.in and request to have your account information updated. Responses to customer care inquiries can be expected within 72 hours.  

After you purchase a Wi-Fi session, a receipt will be sent to the email address you provided during the purchase process. You can request for a copy by contacting the Customer Care service at support.vistara@nelco.in. Responses to customer care inquiries can be expected within 72 hours.  

The aircraft’s satellite antenna provides a satellite connection to the Panasonic ground network through which you can connect to the Internet onboard the aircraft. The aircraft is also equipped with wireless access points that allow you to connect your Wi-Fi-enabled device to the onboard network, much like a public Wi-Fi hotspot on the ground.

Depending on the Wi-Fi plan you selected, all major VPN applications may be supported. However, it also depends on the VPN configuration of your company. The system allows Internet connections to the TCP/IP standard. If you have problems with your VPN connection, please contact your I.T. administration for support. 

The authentication process between your wireless-enabled device and the Wi-Fi purchase path pages is secured by the Secure Socket Layer (SSL) encryption. Here, all data will be encrypted. Once you access the Wi-Fi purchase path pages, the transmitter sends a public key that is tested and accepted by the browser. The SSL is designed to send sensitive data safely on the Internet. The system thereby ensures that the data transmitted cannot be read or manipulated by others. However, the Wi-Fi service provided by NNPL is a public network offering and no public Wi-Fi is completely secure.  Therefore, we recommend that you follow good security practices to lower potential risks.

Just as with your internet at home, passengers must meet the ever-changing need to own additional security measures (e.g. use of special security software). The Wi-Fi services use the standard 802.11b/g wireless protocol for Internet access on this flight. Laptops that have a firewall and other protection against malware can protect users against hazardous hacker attacks from the Internet. However, the Wi-Fi service provided by NNPL is a public network offering and no public Wi-Fi is completely secure. Therefore, we recommend that you follow good security practices to lower potential risks. 

Any form of voice or video calls through Wi-Fi internet connectivity will not be allowed on Vistara flights. This is done keeping in mind the comfort and convenience of all passengers on board.

Vistara's in-flight Wi-Fi internet connectivity enables customers to access the internet through their own Portable Electronic Devices (PEDs). There will be no devices available to borrow onboard.

Vistara and NNPL have deployed a state-of-the-art mechanism to monitor and regulate data usage on board to avoid any misuse of Wi-Fi internet connectivity. The service will be aligned with all regulatory and statutory guidelines.