As a frequent flier, I’m often left disappointed by the in-flight connectivity (IFC) experience I encounter. Often, the service isn’t reliable and frequently stops working for extended portions of the flight. Other times, it is not fast enough to support the Cloud applications I depend on to work on shared documents with my team on the ground. And sometimes, the IFC hardware or management software is just not sophisticated enough to support service for everyone on board.
Speaking with airlines, it is clear that they have heard from passengers expressing similar frustrations. These frustrations include a lack of reliability, the costs associated with these services, and struggles with compatibility in older aircraft.
Reliability
Reliability is often the top frustration passengers express with IFC services. Travellers frequently state that IFC services are inconsistent or sluggish, with limited ability to access all desired websites. In some instances, IFC services fail to work for every passenger on board, requiring flight attendants to reset the entire aircraft’s wi-fi system, delaying the connectivity experience. A lack of reliability can increase tensions for passengers who may be anxious of flying, looking to complete some work during a long flight, or hoping to watch a movie without interruptions.
Airlines should look for deep, proven IFC solutions that leverage cutting-edge satellite engineering, and should seek partners with expertise in managing networks at scale. These solutions should also utilise new and emerging technologies, such as AIOps, to transform the IFC experience through data-driven insights, equipped with a no-reset policy that can proactively detect and resolve anomalies. For example, the Hughes suite of IFC solutions underscores that working reliability does not mean ‘reliably slow’ – working to set the pace of innovation and provide passengers with reliable connectivity in the skies.
Cost doesn’t match the expected experience
Another common frustration passengers often express is that the in-flight wi-fi services don’t match up with the services expected. When paying for a service at an additional cost, users want the end-to-end experience to be seamless and connected throughout their entire flight, just like they experience in their living room, office, or local coffee shop.
However, this isn’t always the case, with passengers often expressing that IFC services stop working halfway through their travels, providing a disjointed experience. This creates frustration among passengers who are looking to complete some work or keep themselves entertained during particularly long flights. Plane tickets are expensive, and travellers expect a service that they are paying additional money for to work throughout the duration of their flight.
In order to achieve this, airlines should look for partners that can provide them with an all-in-one solution, applying bandwidth based on real-time demand, ensuring a smooth and uninterrupted wi-fi experience for passengers, even at the busiest airport hubs. Airlines should look to IFC providers with years of industry experience and robust satellite communications networks that ensure travellers are met with an IFC solution that exceeds their expectations.
Compatibility
Another common frustration with IFC arises from its potential incompatibility, particularly when integrating modern technology into an older aircraft. This lack of compatibility can lead to disjointed connectivity experiences for passengers. Every airline is unique, and solutions need to be customisable to fit the operational objectives of a diverse set of airline requirements. Multi-orbit solutions can achieve a connected experience by leveraging LEO and GEO satellites to ensure higher bandwidth and reduced latency while in flight.
Airlines need to look to utilising an all-in-one, vertically integrated IFC provider. The Hughes in-flight solution optimises the IFC experience – from unboxing the equipment in an aircraft hangar, to connecting seat 12B. Solutions need to be flexible, compatible with existing mounting provisions, and compliant with industry standards. IFC providers such as Hughes that design and manufacture their own antennas, have extensive satellite capabilities, and have a dedicated team of aviation professionals are crucial to providing passengers with a cohesive IFC experience.
Conclusion
In-flight connectivity stands as a cornerstone of an airline’s success, driving NPS, customer satisfaction, and ultimately higher revenues and load factors. Enabling travellers to remain connected to the outside world enhances the flight experience and is quickly turning into a must-have feature across the spectrum of airline business models.
In order to deliver a frustration-free IFC solution, airlines must look for five essential characteristics from their connectivity provider:
Fast: Passengers expect a living room experience in the sky. Whether streaming videos, browsing content, or staying in touch with the ground, snappy connectivity is non-negotiable.
Reliable: For connectivity to be useful, passengers and airlines must be able to depend on it. IFEC solutions must be engineered to maintain consistent connectivity, using smart designs and AI/ML.
Future-proof: Technology evolves rapidly, and airlines need connectivity solutions that can adapt. IFEC solutions should be designed with scalability and future enhancements in mind.
Lightweight: Weight directly impacts fuel efficiency and operational costs. IFEC technologies such as the Hughes LEO ESA optimise performance while minimising weight.
Affordable: While delivering top-tier connectivity, the Total Cost of Ownership must be considered. Airlines must seek solutions that provide total lifetime value. Hughes IFEC solutions reset the expectations of connectivity to accelerate the ROI of IFEC.
Airlines want to deliver high-quality in-flight wi-fi connectivity to passengers anywhere they fly, including transoceanic and polar routes. The Hughes IFC services ensure a snappy, low-latency experience for travellers. With over 20 years of experience delivering IFC solutions to airlines, Hughes is poised to provide connectivity solutions that will keep passengers connected now and in the future.
