From being an extra perk, inflight entertainment and connectivity (IFEC) is now a crucial component of the passenger experience and represents a significant differentiator for airlines. Previously considered a premium feature, passengers now expect seamless, high-speed connectivity whether they are streaming their favorite movie or texting their loved ones in the air.
To better understand the evolving expectations and the technologies shaping the future of inflight digital services, we spoke with David Whelan, a Senior Analyst at Valour Consultancy who focuses on aircraft digitalization and IFEC. Here’s what we learned, from the shifting passenger behavior to the rise of low Earth orbit (LEO) satellites.
Passenger Expectations Have Skyrocketed
The time when travelers were willing to pay a premium for inflight Wi-Fi or accepted its absence is long gone. According to Whelan, “There’s not many circumstances where people are used to paying for Wi-Fi on the ground, so expectations carry over in the air.”
Roughly 5 percent of travelers previously used connectivity as a paid service, but with the introduction of free or “freemium” models (like free messaging or access for frequent flyers), usage is increasing dramatically. Travelers today are not only expecting connectivity, but they are also judging airlines based on the quality and consistency of that experience.
Whelan pointed out a domino effect in the industry when early adopters like JetBlue started offering free Wi-Fi; other airlines followed to remain competitive. As reliable onboard experiences are made possible by higher bandwidth and low-latency networks, this trend is accelerating.
Simplicity and Performance First
Providing Wi-Fi is only one aspect of meeting passenger expectations; another is providing a seamless experience.
Whelan emphasized the need for performance and simplicity, “If it takes someone 15 minutes to log on, most people are going to give up.” Customer trust in IFC has historically been damaged by clunky sign-in portals, patchy service, and high prices, he said.
To address these pain points, airlines are moving toward more intuitive systems and more powerful satellite infrastructure. For example, Starlink’s goal is to make IFC as smooth as it is on the ground. Hawaiian Airlines exemplifies what is possible when airlines choose to simplify the experience by allowing passengers to connect without a portal login. While other airlines like United or Qatar still require a portal, this is largely up to the airline. However, improving performance and reducing friction in the connection process is the broader trend among providers.
The Technical Evolution
These improved passenger experiences are the result of a major technological shift. Low Earth Orbit (LEO) and hybrid multi-orbit architectures are replacing traditional geostationary (GEO) satellite systems in airlines.
“Electronically steered antennas paired with LEO satellites are the combination everyone is working toward,” said Whelan. LEO typically provides primary connectivity in multi-orbit systems, offering better latency and bandwidth. However, when necessary, in congested regions or crowded airport hubs, aircraft can dynamically switch to GEO satellites, ensuring reliable service even under pressure.
Dual-antenna systems, which enable aircraft to access both GEO and LEO satellites depending on availability and performance needs, are also being introduced by vendors such as Intelsat, now part of SES and one of the early movers in this space. This technical flexibility is laying the foundation for more reliable and consistent inflight connectivity across entire fleets.
Who’s Leading the Way?
Whelan pointed out a few standout players in the current landscape. With more than 2,000 aircraft in its backlog, Starlink’s rapid growth has made headlines. Meanwhile, Intelsat became the first traditional vendor to deploy a live multi-orbit solution, now powering Air Canada’s next-gen connectivity and assisting its transition to a freemium model. According to Whelan, “They got to 100 aircraft or so very quickly,” and early feedback on the service has been strong.
On the airline side, Air Canada is leading the way. The airline has become a case study in IFEC innovation, from expanding its onboard entertainment offerings and offering free Wi-Fi. Whelan pointed out the airline’s rapid growth and positive feedback, “They’ve done a lot in the last two years.”
What’s Next for IFEC?
Whelan predicts that regional dynamics and competition will continue to shape airline decisions in the future. While European and Asia-Pacific airlines are just now catching up, freemium services have become common in North America.
As he explained, “Airlines care what their competitors are doing.” When major airlines like SAS or Air France announce free connectivity, it pressures other airlines to offer free connectivity or risk losing loyalty.
Ultimately the goal is straightforward: make digital services a seamless extension of the passenger journey. That goes beyond just reliable browsing. The goal is to make sure that every passenger, regardless of class or aircraft, has a consistent, elevated experience by integrating IFC with other digital touchpoints, such as content libraries and crew apps.
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