CONNECTIVITY
SURVEY RESULTS
CONNECTIVITY • SURVEY RESULTS
Wanted: ‘Consistency, transparency and trust’
For the first time, principals and professionals have their say about in-flight connectivity services in our latest research conducted in partnership with Viasat. Both groups agreed on the need for “consistency, transparency and trust”. But there were differences. Words: Fayaz Hussain
Wanted: ‘Consistency, transparency and trust’
For the first time, principals and professionals have their say about in-flight connectivity services in our latest research conducted in partnership with Viasat. Both groups agreed on the need for “consistency, transparency and trust”. But there were differences. Words: Fayaz Hussain
NEVER BEFORE has our annual CJI Connectivity Survey measured the alignment between principals’ actual views on in-flight connectivity and professionals' understanding of those views. So, this year’s study broke new ground to reveal much common ground. Messaging, email and browsing remain top use cases for in-flight connectivity on business aircraft – with emerging demand for artificial intelligence applications. But the research, conducted with long-standing partner Viasat, also revealed unexpected differences.
“At Viasat, our focus has always been on understanding not just how business aviation connectivity performs, but how it is experienced by the people who rely on it,” says Claudio D’Amico, Viasat’s vice president of Strategic Market Engagement, Business Aviation. “This year’s survey reinforces why that approach matters.”
The survey delivered further evidence of a maturing market, he added. “The insights we’ve gathered – from the priorities and frustrations to the evolving way principals use connectivity in the air – highlight a market that is becoming more sophisticated, more demanding and more attuned to the difference between advertised performance and lived reality. They also underscore the need for solutions that deliver consistency, transparency and trust, rather than isolated technical metrics.”
While connectivity is a given on business aircraft, limited coverage and inconsistent experience remain the top two frustrations for both principals as well as professionals we surveyed. In addition to these, professionals see high cost, unreliable equipment and low speeds as major challenges, whereas the principals’ actual biggest source of frustration comes from limited coverage, poor support and costly upgrades.
The need for reliable and consistent connectivity becomes more pronounced on large cabin jets and super mid-size jets which can often board more than six passengers which means more than 12 devices that need to be connected.
Views of principals become as relevant as professionals’ concerning connectivity solutions providers because when asked about the principals’ involvement in the selection of in-flight connectivity, both groups said they are increasingly involved in the evaluation process and provide their input on needs and preferences.
But connectivity has evolved and with it the metrics to measure speed. Respondents think the speed measurement metrics need to shift away from standalone performance towards real-time reporting using a broader set of metrics that holistically reflect the overall in-flight experience.
To solve this, Viasat has proposed a single Quality of Experience (QoE) score – a simple indicator that in-flight performance – using AI and advanced analytics to continuously assess multiple network metrics. When asked whether this score would be a good barometer to rate in-flight connectivity on, nearly all of the respondents said they view this approach as positive.
Join us now as we dive into the detail of this year’s Connectivity Survey results via D’Amico’s answers to six key questions.
Key findings
Of principals regularly fly on large cabin jets. Professionals more evenly distributed across aircraft sizes
2 in 5
Principals are ultimate decision makers when selecting connectivity systems
Say connectivity that interrupts or drops out is their top frustration
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CJI: What key messages about in-flight connectivity emerge from this survey?
Claudio D’Amico (CD’A): We’ve been conducting this survey with CJI for many years, and it has become a well‑recognised benchmark for understanding how business aviation connectivity is evolving. As the industry experiences significant change – driven by a surge in private travel and rapid advancements in satellite communications – we expanded this year’s research to capture both sides of the market: the principals who use connectivity in the air, and the professionals who support, operate and manage it. This broader remit gives us a completer and more accurate picture of how principals’ expectations are shifting and where perceptions between these two groups align or diverge.
What emerges most clearly this year is that the definition of a great in‑flight connectivity experience has matured. Speed may dominate industry conversation, but it is not what matters most to passengers. Instead, three attributes form the core of what both groups expect: reliability, coverage, and consistency. Reliability sits firmly at the top, with almost half of principals and two‑thirds of professionals ranking it as the most important factor. Coverage follows closely for both audiences, reflecting a shared desire for a service that works wherever they fly, not just on the most common routes. Consistency completes this ‘core three’ highlighting the growing expectation that connectivity should be seamless and free from interruptions.
What’s particularly interesting is how the motivations behind these priorities differ. Principals are focused on the lived experience of being connected – whether they can work, communicate, or relax without disruption. Professionals, on the other hand, are acutely aware of the operational burden and reputational risk when systems fail. For them, reliability and consistency are not just customer expectations, but critical operational requirements.
By bringing these perspectives together, this year’s survey reinforces why it remains such a valuable barometer for the industry. It shows that while technology continues to advance rapidly, the fundamentals of what people expect in the air have become clearer than ever: connectivity that works every time, everywhere, and without interruption. These insights allow us to better understand how behaviors are evolving and ensure our solutions remain tightly aligned with what matters most on board.
CJI: What new trends emerge from these results? Do these findings confirm trends from earlier research or echo previous predictions?
CD’A: One of the clearest developments is the growing divergence in how principals and the wider business aviation ecosystem interpret in‑flight connectivity. Although both agree on the same foundational priorities – reliability, coverage and consistency – their thoughts about frustrations are shaped by very different realities.
Principals’ responses show their biggest pain point is still limited coverage, with nearly half citing it as their top frustration. This underscores a fundamental expectation: they want to be connected wherever they fly, and any gaps in availability immediately affect the quality of their journey. At the same time, we see a sharp rise in principals’ concerns around the flexibility of service plans. A substantial proportion now identify inflexible plans as a key source of frustration – a trend that has grown significantly year‑on‑year. This signals that principals are becoming more discerning about the value and transparency of the services they receive, placing increasing emphasis on choice, control and the ability to tailor their connectivity to how they actually travel.
Professionals, however, reveal a very different picture. In their opinion, the leading frustration for passengers is an inconsistent experience. They are the ones who shoulder the operational burden when a connection drops or fluctuates, and they feel the reputational impact directly in front of passengers. Professionals also continue to highlight low speeds and high costs as pressure points for passengers, suggesting they are balancing technical performance requirements with the practical realities of fleet management and budget responsibility. This contrast between groups is telling: principals care about the lived experience of being connected, while professionals are focused on the operational strain of ensuring that experience is delivered reliably.
A particularly interesting finding emerges when we consider the role of global coverage. Principals consistently place it among their highest priorities, yet at the same time rank regulatory approvals – which fundamentally enable that global reach – at the very bottom of their list. This paradox suggests they assume global operability as a given. They only become aware of regulatory constraints when they disrupt service, which in turn amplifies their frustration around coverage gaps. It’s a reminder that some of the most complex elements of delivering worldwide connectivity are invisible when they work, yet highly visible when they don’t.
Alongside these shifts, the data confirms a trend we have been observing for several years: the industry is moving decisively beyond speed as the defining measure of performance. Both principals and professionals increasingly recognise that headline speeds alone do not reflect real passenger experience. Around half now believe performance should be assessed through a broader, more meaningful set of metrics. This culminates in an overwhelming appetite for a single, AI‑driven Quality of Experience score. While more than 73% of professionals express support for such an indicator, what stands out is the response from principals – an extraordinary 92% want this simplified, transparent measure. That level of consensus is rare, and it signals a market ready for a new kind of clarity and accountability in connectivity performance.
Taken together, these trends show a market that is becoming more sophisticated, more experience‑focused and more aligned around the need for transparent, holistic performance measurement. The industry has moved well past the era of single‑metric comparisons and into a phase where the true measure of quality is dependability: whether the connection works everywhere, works consistently and lives up to what was promised. These findings not only confirm earlier predictions but strengthen them, highlighting the need for solutions that reflect the real‑world expectations of both the people who fly and the teams who support them.
Key findings
Complain about patchy coverage
Of principals influence connectivity system decisions
Of principals think speed alone tells the full story about connectivity performance
Of principals want real-time measurement using broader metrics
4 in 5
Principals back single quality scores, welcoming AI-driven performance indicators
CJI: How do professionals’ thoughts on in-flight connectivity use differ from principals’ views? Or are they broadly similar?
CD’A: This year’s data provides one of the clearest illustrations yet of how principals’ in‑flight behaviours are evolving – and how differently these behaviours are perceived by the wider business aviation ecosystem. While both groups agree that messaging and email remain core inflight activities, their views diverge significantly when it comes to how principals use connectivity on board.
The most striking shift is the rise of AI as an essential in‑flight tool for principals. Today, 97% use AI to some degree, and regular use has increased sharply year‑on‑year. Principals are clearly embracing more advanced, data‑driven workflows at altitude, whether for business analysis, decision support or personal productivity. Yet professionals underestimate this dramatically, with only a small proportion believing AI is often or always used. This gap highlights a broader trend we see throughout the survey: principals’ digital behaviours are evolving faster than the assumptions embedded in much of the industry.
We also see this divergence in entertainment patterns. Principals are increasingly turning to live, real‑time content – such as sports or news – reflected in a rise in live TV viewing and a concurrent drop in video‑on‑demand streaming. Professionals tend to assume more traditional patterns of use focusing on messaging, email and legacy entertainment formats and may not yet fully recognise these shifts.
What ties these findings together is the difference in perspective: principals care about the lived experience of being connected in the air, while professionals are focused on supporting the operational activities that have historically dominated onboard connectivity. As principals adopt new tools and real-time services, the need for a seamless, reliable, globally consistent connection becomes even more important. These evolving behaviours intensify the pressure on the underlying connectivity system – and reinforce why reliability, coverage, and consistency sit at the top of both groups’ priorities.
CJI: How will this data help to inform your connectivity planning?
CD’A: Viasat has always placed a strong emphasis on staying ahead of customer needs, and this year’s survey provides an even more valuable lens through which to do that. By examining the perspectives of both principals and professionals side‑by‑side, we can clearly see how expectations are evolving and where the industry’s priorities are converging. These insights act as an important validation of the conversations we have every day with OEMs, MROs, operators and partners and they ensure our product roadmap continues to reflect the real‑world demands of the business aviation community.
The findings also affirm that the investments we have made across the Viasat network and our flagship JetXP service are aligned with what matters most on board today. Reliability, coverage and consistency – the ‘core three’ priorities that both principals and professionals repeatedly emphasise – are exactly the areas where we have concentrated our efforts. Over the past year, we have announced a five‑fold capacity boost over major US hubs on the east and west coast, uncapped global speeds across all service plans, and a multi-orbit future. These steps directly address the need for a dependable, always‑available connection regardless of mission profile.
At the same time, the growing appetite for more transparent, experience‑based performance metrics – including the overwhelming support for a single, AI‑powered Quality of Experience score – reinforces the importance of innovations like our In‑flight Quality of Experience (iQe) metric. iQe translates complex network data into a simple, intuitive indicator that reflects real passenger experience, moving beyond speed to measure what customers genuinely value: stability, predictability and performance that lives up to the promise.
Together, these insights ensure our planning remains rooted in actual user behaviour and expectations, enabling us to continue delivering a connectivity experience that reflects how business aviation is truly used today – and how it will evolve tomorrow.
“One surprise is the widening gap between what principals find frustrating and what professionals believe frustrates them.”
CJI: Any surprises in this data and if so, why?
CD’A: One surprise is the widening gap between what principals find frustrating and what professionals believe frustrates them. For example, a significant proportion of principals now cite inflexible service plans as a major concern – a point largely underestimated by professionals. At the same time, frustrations around low speeds have fallen sharply year-on-year, reinforcing that speed is no longer where principals feel the experience is falling short. Instead, they are becoming more vocal about under‑delivery. A growing number report that the performance they experience does not always match what was advertised. This rise suggests that, while the industry continues to spotlight headline speeds, principals are evaluating their experience through a different lens – one defined by reliability, coverage and consistency not theoretical maximum throughput.
CJI: Anything else to add?
CD’A: At Viasat, our focus has always been on understanding not just how business aviation connectivity performs, but how it is experienced by the people who rely on it. This year’s survey reinforces why that approach matters. The insights we’ve gathered – from the priorities and frustrations to the evolving way principals use connectivity in the air – highlight a market that is becoming more sophisticated, more demanding and more attuned to the difference between advertised performance and lived reality. They also underscore the need for solutions that deliver consistency, transparency and trust, rather than isolated technical metrics.
These findings validate the direction we’ve taken with JetXP and the broader evolution of our network. By expanding capacity, enhancing global coverage and removing speed caps across all plans, we are investing precisely where principals and professionals tell us investment is most needed. And with our forthcoming In‑flight Quality of Experience (iQe) score, we are responding directly to the overwhelming desire for a clearer, more intuitive way to understand performance – one that moves beyond speed and reflects the actual experience on board. It brings together the reliability, consistency and coverage indicators that matter most to passengers and presents them in a way that empowers operators and owners alike.
Ultimately, this survey shows expectations are rising and the industry must rise with them. For Viasat, that means continuing to innovate across our satellite network, multi-orbit development, terminal technology and partnerships, while staying anchored to a simple principle: delivering a high quality, dependable connectivity experience, wherever and however our customers fly. Our long-standing position in business aviation gives us a unique perspective on these needs, and we are committed to leading the market towards a future defined by greater clarity, reliability and confidence in the connectivity experience.
Claudio D’Amico – caught on camera
For more detail on how changing connectivity demands are shaping the industry, don’t miss our video interviews with Claudio D’Amico, Viasat’s vice president of Strategic Market Engagement, Business Aviation. These will be available via the digital edition of Corporate Jet Investor H1 2026.
Caught on camera: Viasat’s Claudio D’Amico
Viasat’s Claudio D’Amico talks through the highlights of the latest CJI Connectivity Survey in this video interview with Mike Stones.
Principals are becoming more involved in taking decisions about the in-flight connectivity systems equipping their business aircraft. That’s one of the highlights of CJI’s latest Connectivity Survey, conducted in partnership with Viasat, picked out by the company’s Claudio D’Amico.
“There’s been a change in the profile of the people flying in business aircraft,” says D’Amico vice president of Strategic Market Engagement, Business Aviation in this video. “A lot of C-level folks are more tech savvy than previously and tend to get more involved in understanding the technology a little better. As they look at connectivity and find new ways to interact with it, they want to understand mor and be part of the decision-making process.”
For the first time, this year’s survey compared the views of principals with business aviation professionals. Two commonalities between the two groups were coverage and reliability. “They just want the system to work,” says D’Amico. “They want to board the aircraft and be connected and working just as they are on the ground – whenever and wherever they fly and whatever applications they use.”
But the survey did reveal differences in emphasis between principals and professionals. For example, on the topic of coverage, business aviation professionals rank this number five in their list of priorities but for principals it was rated number one. Similarly, the speed of connectivity systems was rated number two by professionals but by principals as number eight.
Meanwhile, D’Amico also highlights the significance of the long-running research partnership with CJI for Viasat. “The CJI Survey has been a strategic source of information for us to be able to catch specific customer requirements,” he says. “It has helped Viasat inform decisions and specific offerings to our channel partners and has proved a very successful way of doing so.”
Click the play button to watch the full video interview.
Caught on camera: Viasat’s 2030 vision
In this video interview, Viasat’s Claudio D’Amico looks ahead to the in-flight connectivity landscape of 2030. CJI’s Mike Stones asks the questions.
By 2030 business jet users can look forward to seamless connectivity that extends in an unbroken chain from their FBO to the aircraft and beyond, according to Viasat’s Claudio D’Amico in this video interview.
“It will be a seamless experience,” says Viasat’s vice president of Strategic Market Engagement, Business Aviation in this video. “Users will not think about what technology they are using, what frequency band and what orbital slot. It’s simply a seamless connection that works every time.”
Consistency and reliability will continue to remain important, says the connectivity specialist. But connectivity demands are continuing to evolve with appetites sharpening for data intensive applications over the next five years. A decade ago, in-flight connectivity was classed as a nice-to-have. Now, it is essential as busy executives expect to the same level of connectivity in the air as in their office or at home.
“The majority of folks using business jets – large cabin and super mid-size are already using productivity tools such as video conferencing,” D’Amico tells us. “Over the past year or so we have seen a spike in AI applications and I think that’s going to continue to evolve as we see more AI usage across the network on business jets.”
Another recent trend noted by Viasat is a significant increase in demand for live video news coupled with a reduction in streaming applications for Netflix and Amazon Prime. This he attributes to senior executives searching for real time news in these increasingly turbulent times for global geopolitics.
Plus, by 2030, it’s not just business jet users who will demand the latest in-flight connectivity services. Viasat already has tasked teams to look at in-flight connectivity systems for eVTOLs.
Click the play button to watch the full video interview.
