When traveling, passengers expect a reliable connection to stay in touch with their friends and family, get work done, or be entertained. If that means selecting another airline over their preferred choice, they will do it.
Nearly three of four passengers are ready to switch airlines today to have access to a faster and more reliable Wi-Fi connection
A survey of airline passengers by Honeywell has revealed increased frustration with current in-flight Wi-Fi offerings compared with the company’s 2014 study. Nearly three of four passengers are ready to switch airlines today to have access to a faster and more reliable Wi-Fi connection. In addition, out of more than 1,000 American travellers polled, annoyance is growing, with just 22 per cent reporting their in-flight Wi-Fi to be “extremely reliable” over the past 12 months, a dip from 27 per cent in 2014.
Travellers have made it clear that they expect consistent, faster in-flight connections, and this survey reveals three key reasons why airlines must act quickly to deliver this service or risk losing business.
Traveller loyalty lies with Wi-Fi
When traveling, passengers expect a reliable connection to stay in touch with their friends and family, get work done, or be entertained. If that means selecting another airline over their preferred choice, they will do it. More than one in five (21 per cent) have already abandoned their preferred airline for an option with better in-flight Wi-Fi (up from 17 per cent in 2014). In-flight service is on top for passengers and impacts the way more than two-thirds (68 per cent) of travellers book their flights.
Consistent connections are critical
With the rise in personal electronic devices, consumers expect reliable connectivity anywhere, including while in flight. Six in 10 (60 per cent) travellers said they would most likely feel disappointed or frustrated if they got on a plane that did not have in-flight Wi-Fi. Even more, 84 per cent of travellers said it is important to have an experience identical to what they have at home or in the office. Most travellers find it essential to experience a reliable connection throughout their entire flight anywhere in the world (90 per cent), and one that is fast enough to stream audio or video from sites such as YouTube and Netflix (83 per cent).
Millennials value Wi-Fi more
Millennials – those born between 1982 and 1998 – represent the most connected generation that took part in this survey, and are the first full generation to grow up in the digital age with news, entertainment, commerce and social networks at their fingertips. If airlines want to earn the business and loyalty of one of the largest consumer segments, they must offer the best global in-flight Wi-Fi service. More millennials than older generations (73 per cent versus 63 per cent) said Wi-Fi availability impacts the flights they book. Because they value a connected experience more than older generations, more millennials find it important to have fast speed to stream content (89 per cent versus 77 per cent), and more than one in four have switched from their preferred airline to an airline with better in-flight Wi-Fi options (27 per cent versus 15 per cent).
“Passengers are serious about getting the best in-flight Wi-Fi experience possible. To avoid losing passengers and revenue, airlines need a connectivity service that is reliable all the time, no matter where they fly. Travellers do not need to wait any longer for this experience; it is available now. Honeywell has worked with Inmarsat to offer the world’s first global, fast service – GX Aviation – to give passengers reliable in-flight Wi-Fi, anywhere they fly,” said Carl Esposito, vice president, marketing and product management, Honeywell Aerospace.
