Inflight Wi-Fi drives customer loyalty in MEASA ⋆

Inflight Wi-Fi drives customer loyalty in MEASA

The fourth annual global Inflight Connectivity Survey is published by Inmarsat, in association with market research company Populus. wifi on air

Wi-Fi is already an essential part of everyday life on the ground with more than eight in 10 survey respondents in MEASA (85%) believing that it is “fundamental” to daily life. With seven in ten MEASA passengers (70%) describing inflight Wi-Fi as crucial, meeting the demand for Wi-Fi in the skies is key to improving passenger experience and driving loyalty in the region.

80% of business passengers would be likely to work on a plane to be productive if inflight Wi-Fi were available

Wi-Fi is now so critical to passengers that more than eight in 10 (84%) would be more likely to rebook with an airline if high-quality Wi-Fi is available. Inflight connectivity (IFC) is considered the second most important factor for passengers in MEASA when choosing an airline, behind only airline reputation.

The impact of inflight Wi-Fi on loyalty and satisfaction is particularly significant for passenger groups most keen to remain connected in the air. Nine in 10 passengers in the region (90%) would use inflight Wi-Fi if it were available on their next flight, with high-value customers, parents and young passengers among those most likely to use inflight Wi-Fi services: nine in 10 business travellers (90%), passengers travelling with children (91%) and 18-30 year olds (93%) in the region plan to use the service if it’s offered when next they fly.

Business travellers wifi on air

Onboard Wi-Fi could also lead to more productive business trips, as four in five business travellers (80%) in the region would use inflight broadband to continue working on the plane. Access to Wi-Fi is also an important driver of choice for nervous flyers in MEASA, as two thirds (66%) said that they would use the technology to remain in contact with family and friends on the ground.

Ben Griffin, Vice President MEA & APAC at Inmarsat Aviation, said: “Wi-Fi is essential to daily life on the ground, and airline passengers see no reason why their time on a flight should be restricted or spent any differently. From sending that important work email to entertaining children, staying online is becoming a crucial part of the inflight experience for today’s airline passengers.” wifi on air