Satellite technology delivers consistently fast, high-quality connectivity to the skies. Commercial aviation passengers today want and expect a comparable connectivity experience in the air as they have on the ground. Now, with today’s modern satellite-powered inflight connectivity (IFC) solutions, airlines can meet this expectation across all fleets and routes.
Airlines seeking to introduce or upgrade to premium IFC have an important choice to make when it comes to selecting a supplier. On one hand, there are providers who deliver the hardware and the network but offer minimal ongoing support and leave it to the airlines to manage the system. On the other end of the spectrum are suppliers like SES that bring a true partnership approach that begins at installation and continues throughout the duration of the relationship.
Airlines that opt for a true partnership approach are likely to experience greater benefits and returns on their IFC investments. Here’s why:
- From Cost Center to Profit Engine
For some airlines, inflight Wi-Fi is seen as a “check the box” proposition. They know they have to offer it to remain competitive, but at the end of the day, they view it as just another cost center. It doesn’t have to be. Connectivity can be a tool for deepening customer engagement, expanding loyalty programs, and boosting revenue. But only a true partner can help unlock those opportunities. The right partner brings more value to its airline customers and their passengers by investing the time to understand each airline’s customer experience objectives and working collaboratively on an ongoing basis to identify opportunities and deploy strategies that turn connectivity into a driver of profits and growth.
- An Extension of the Team
While large global carriers usually have ample internal resources to install and manage inflight connectivity systems, that is not often the case with the smaller, regional airlines eager to offer digital experiences comparable to their larger competitors. Regardless of the size of the airline, the growing complexity and strategic importance of the digital passenger travel journey make a true partnership model essential across the industry. For partner airlines with ample internal resources, a true IFC partner acts as a force multiplier by augmenting internal capabilities with a superior, multi-orbit IFC network, deep expertise, and continuous innovation to accelerate performance and differentiation. For other airline partners, the right partner plays a critical role in leveling the playing field by providing expertise, ongoing management, and filling any capability gaps within the airline’s internal team. In both cases, the right partner works collaboratively to transform connectivity into a powerful driver of passenger satisfaction, operational efficiency, and long-term growth.
- Beyond Passenger Satisfaction
The link between inflight connectivity and customer satisfaction is undeniable, having been confirmed many times by countless surveys. However, the ability to deliver a differentiated customer experience is not the only benefit of robust, uninterrupted connectivity. Airlines can also improve operations and boost efficiency, leading to tangible positive impacts on the bottom line. In all likelihood, an off-the-shelf provider will not be of much assistance in enabling an airline to access these advantages. From optimizing flight paths for fuel efficiency to transmitting airplane performance data for predictive maintenance and expanding in-cabin revenue-generating services, a committed partnership model leverages and delivers maximum value from connectivity across all facets of an airline’s business.
- Commitment Matters
In the IFC supplier marketplace, some are fully committed to commercial aviation connectivity. It’s a core and integral part of the business. Then there are those with more diversified and broader business interests that focus simply on selling kits and service plans. Airlines seeking to enhance their reputation for customer experience and distinguish themselves over the long haul will be better served working with a supplier that emphasizes partnership. Airlines with the right partner, for example, gain access to a partner continuously investing in inflight connectivity innovation, working across the commercial aviation industry to develop new solutions and identify new and unique ways to deliver value from inflight connectivity as passenger demands evolve.
Selecting an inflight connectivity provider should no longer be just another procurement decision. Airlines that prioritize IFC suppliers committed to collaboration, continuous innovation, and strategic partnership will be better positioned to transform connectivity into a long-term driver of passenger satisfaction, efficiency, and growth. With its strong emphasis on partnership, SES is uniquely committed to bringing more value to its airline partners and their passengers than any other provider. This dedication goes beyond the network itself. Most recently, through a strategic partnership with Google, SES has reduced Android device login friction, enabled seamless autofill, and kept airlines’ branded portals persistent throughout the passenger journey; with early findings showing a 20 percent increase in passenger engagement.
