Report finds high-quality connectivity is
key to attracting and increasing customer loyalty for
airlines
CARLSBAD, Calif., Dec. 10,
2024 /PRNewswire/ -- Viasat, Inc., a global leader in
satellite communications, today announced the findings of its 2024
Passenger Experience Survey, highlighting the opportunity for
high-quality connectivity to support more personalized, innovative
in-flight experiences and drive customer loyalty for airlines.
The report collected the views of over 11,000 people worldwide
who have travelled by air over the last 12 months, revealing that
three quarters of passengers (75%) would be more likely to select
or rebook with an airline if quality inflight Wi-Fi was provided,
while one in five (22%) wouldn't even consider flying a long haul
route that didn't offer connectivity.
However, access to in-flight Wi-Fi alone is no longer enough,
and passengers increasingly expect more in terms of the cost and
quality of connectivity in order to drive true loyalty. One of the
most important considerations for passengers when connecting to
in-flight Wi-Fi include it being free or low cost (36%); in fact,
the desire for free in-flight Wi-Fi is so great that the majority
of passengers (87%) are prepared to watch adverts in order to gain
access to this service, with almost half (47%) actively happy to do
so, believing it a fair exchange for the service it enables.
Beyond cost and quality of connectivity, personalized
entertainment enabled by in-flight Wi-Fi is a key focus for
passengers, according to the report, with access to their own
streaming platforms (71%) the most popular connectivity-enabled
service for flyers. Two fifths of respondents (41%) said access to
their own streaming services like Netflix would improve their
in-flight experience, while a third (33%) said the ability to
listen to their own music streaming platforms, such as Spotify,
would have the same effect.
The vast majority of passengers also want to be able to use
multiple devices to access different digital and entertainment
services at any one time to further personalize their in-flight
experience. For flights where seatback entertainment is provided,
an overwhelming 94% of respondents still want to be able to use
their personal devices, highlighting the growing trend of 'dual
screening' when travelling. Almost half want to use their own
devices to browse the web (46%) and social media (46%), while 29%
want to use them for online shopping or to access work applications
respectively.
Passenger dreams don't stop at personalized entertainment
services, with almost all respondents (92%) already curious about
the exciting innovations that may be possible on planes in the
future. Over half (55%) are keen to see enhanced entertainment and
sensory in-flight experiences – including panoramic,
floor-to-ceiling windows; mixed reality windows displaying digital
information about passing landmarks; and VR entertainment systems
on immersive, wrap-around seatback screens, while 51% want services
that improve their comfort and wellness on flights, including
access to biomimetic seating that adapts to their bodies; health
and wellness sensors, and in-flight spa and gym areas.
Passengers are also interested in the role AI can play in
improving their in-flight experience, including recognising their
food and beverage preferences (33%), providing recommended
destination itineraries (33%) and even optimising the airport
transfer process (33%).
In order to meet these soaring passenger expectations and lead
the charge in creating the in-flight experiences of the future,
airlines must invest in ultra-reliable, robust satellite
connectivity to power this innovation. With growing demand for
connected services in flight, those that are able to deliver the
level of connectivity necessary to meet these needs will drive true
customer loyalty over the long-term.
"This report is a glimpse into the future of connected air
travel, where low cost, high quality connectivity is increasingly
non-negotiable," said Don
Buchman, Vice President & General Manager, Commercial
Aviation at Viasat. "Flying in the near-future will be
characterized by unprecedented levels of personalization and choice
within a more technologically advanced environment – all of which
can only be enabled by highly robust, reliable
connectivity.
"The airlines that are the first and fastest to embrace this
direction of travel are likely to enjoy considerable commercial
advantage and customer loyalty as a result. By harnessing the power
of high-speed, reliable connectivity, we can unlock a new era of
passenger experience with our airline partners – those that ignore
this, risk getting left behind."
Shelli Brunswick, futurist and
innovation expert, added: "The future of the in-flight
experience is about crafting adaptable, immersive spaces that
transform each journey into a personalized escape. Connectivity is
foundational to this; delivering seamless high-speed, stable
connections that support passengers' needs for productivity,
entertainment, and real-time engagement.
"To meet escalating passenger expectations, airlines can draw
inspiration from the space sector, where technology has transformed
operational efficiency and human-centered design in extreme
environments. Through strategic upgrades, airlines can elevate
passenger satisfaction and build loyalty, creating a new standard
for the in-flight journey and positioning airlines as platforms for
continuous digital experience. Leveraging such innovations will
enable airlines to remain competitive in a digital-first travel
market, turning flights into transformative, tech-enhanced
experiences that set a benchmark in the aviation industry."
About the 2024 Passenger Experience Survey
You can
download the full report here:
https://www.viasat.com/perspectives/aviation/2024/passenger-experience-survey-2024/
About Viasat
Viasat is a global communications company
that believes everyone and everything in the world can be
connected. With offices in 24 countries around the world, our
mission shapes how consumers, businesses, governments and
militaries around the world communicate and connect. Viasat is
developing the ultimate global communications network to power
high-quality, reliable, secure, affordable, fast connections to
positively impact people's lives anywhere they are—on the ground,
in the air or at sea, while building a sustainable future in space.
In May 2023, Viasat completed its
acquisition of Inmarsat, combining the teams, technologies and
resources of the two companies to create a new global
communications partner. Learn more at www.viasat.com,
the Viasat News Room or follow us
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Copyright © 2024 Viasat, Inc. All rights reserved. Viasat,
the Viasat logo and the Viasat Signal are registered trademarks in
the U.S. and in other countries of Viasat, Inc. All other product
or company names mentioned are used for identification purposes
only and may be trademarks of their respective
owners.
Forward-Looking Statements
This press release contains
forward-looking statements that are subject to the safe harbors
created under the Securities Act of 1933 and the Securities
Exchange Act of 1934. Forward-looking statements include, among
others, statements that refer to passenger expectations for the
future and expected performance of Viasat in-flight connectivity
and services..Readers are cautioned that actual results could
differ materially and adversely from those expressed in any
forward-looking statements. Factors that could cause actual
results to differ include: risks associated with the construction,
launch and operation of the satellite(s) used to supply these
services, including the effect of any anomaly, operational failure
or degradation in satellite performance; contractual problems;
product defects; manufacturing issues or delays; regulatory issues;
changes in relationships with, or the financial condition of, key
suppliers; technologies not being developed according to
anticipated schedules, or that do not perform according to
expectations; and other factors affecting the aviation sector
generally. In addition, please refer to the risk factors contained
in our SEC filings available at www.sec.gov, including our most
recent Annual Report on Form 10-K and Quarterly Reports on Form
10-Q. Readers are cautioned not to place undue reliance on any
forward-looking statements, which speak only as of the date on
which they are made. We undertake no obligation to update or revise
any forward-looking statements for any reason.
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SOURCE Viasat, Inc.