Confusion About Global Pass Activation Despite Airplane Mode

Hi Xfinity,

I recently experienced an issue with Global Pass activation that left me confused about the policy.

I had Airplane Mode with WiFi enabled over an hour before my Global Pass expired, ensuring no cellular activity. I even took a snapshot confirming this.   Despite this, the Global Pass still activated.

I was under the impression that Airplane Mode alone would prevent activation unless connected to Wi-Fi. However, I was in an area without Wi-Fi and still incurred charges.

Initially, the only messages which came through my phone's primary messaging app were from Xfinity telling me my pass was going to expire in an hour and then one to say a new pass was activated😵‍💫

I used the same process I used on my last international trip in June of this year, so I am wondering what has changed.

If Xfinity's policies have changed, could you please clarify? Should customers also pause messaging or Wi-Fi calling to prevent unwanted Global Pass activations? Clear guidance on this would help avoid situations like mine.

As a customer, I’m not looking to interpret complex rules—I just want straightforward answers to avoid unexpected charges.

If you are in Airplane Mode and have Wi-Fi activated, will you still get charged for a Global Pass?  If so, why?  What are the features (outside of texts from Xfinity), that will trigger the Global Pass?

Thank you!