CONNECTIVITY
Connectivity expectations continue to soar
Business jet users are becoming ever more demanding in the standards of in-flight connectivity they expect, according to our latest exclusive research conducted in partnership with Viasat. We explore the latest trends and consult Jetcraft about what its clients expect. Words: Fayaz Hussain and Mike Stones
One of Viasat’s Ka-band satellites.
CJI RESEARCH
MORE, MORE, more. The appetite for ever better standards of in-flight connectivity grows ever sharper every year, judging by our latest research conducted in partnership with Viasat.
This year’s survey drew a particularly high response from participants across the industry. Respondents included owners, charter operators, corporates, fractionals, brokers and advisers. Also well represented was the range of aircraft operated by those who responded to our survey – from small jets to bizliners.
“This diversity gives us an immediate and accurate picture of industry opinion,” Kai Tang, head of Business Aviation, Viasat told CJI. “The survey posed a number of new questions as well as exploring how key topics have evolved. We’re delighted to bring these insights to the industry’s attention.”
Read on to discover how clients’ connectivity preferences are changing and what those changes mean for the business jet industry.
CJI: What do these results tell us about the state of connectivity in 2024?
Kai Tang (KT): Business aviation in-flight connectivity has always been a fast-changing market. If you look at the insights from CJI’s annual survey over recent years, it’s clear that the pace of change has accelerated like never before.
From previous results, we know that in-flight connectivity has evolved from a ‘nice-to-have’ to a ‘must-have’ in business aviation. What’s clear from this year’s research is that expectations continue to rise, fuelled by technological advances and the increasing importance of ever-present connectivity. There’s also a sense of growing maturity in the breadth and depth of criteria operators now use to assess connectivity services. The days of speed test decision-making are over.
Business jet operators expect more. A better-connected experience, greater in-flight capabilities, more value, improved choice, enhanced support. The task of our industry is to keep up.
At Viasat, we’re doing this by investing in even more capacity, doubling down on our trademark consistency, coverage and reliability and innovating in our terminal technology. We’re launching new satellites, including the highly advanced ViaSat-3s, introducing breakthrough services like SwiftJet, and working with our partners to reinvent service plans. We’re committed to providing an overall service experience unlike any competitor.
CJI: What are the most important conclusions from this research?
KT: It’s critical for those of us in the industry to understand what matters most to jet operators when it comes to in-flight connectivity.
Once again, this year, and by some margin, reliability was ranked as the most important factor, followed by coverage. This highlights that above all else, passengers want absolute assurance that their connectivity will always work, whenever and wherever they fly. These priorities are also reflected in respondents’ greatest frustrations. Beyond cost, their chief pain points are unreliability, inconsistency and coverage limitations.
Audience Votes
Q1: What size aircraft do you have in your current/planned fleet? (Please tick all that apply).
Q2: Which term best describes your current operation? (Please choose one only).
Q3: How important are these industry organisations and service providers in meeting your expectations for a positive connectivity experience? (Please rank each of these organisation types from 1 – Unimportant, to 6 – Very Important).
Q4: What do you/your passengers use in-flight connectivity to achieve? (Please tick all that apply).
Q5: For connectivity service plans, which criteria are most important to you when choosing a provider? (Please select up to five options).
Kai Tang, head of Business Aviation, Viasat.
The next priority was overall quality of experience – being able to use connectivity to do whatever you want during a flight, without limitations. It struck me also how diverse those requirements have become, from email and messaging to cloud-based apps and video calls.
Interestingly speed, which has previously been near top of operators’ priorities, has dropped down to sixth position this year. Higher only than security, low maintenance and, in last place, low latency. That’s a fascinating insight, and one that shows the market is maturing fast. There’s always a lot of noise in the industry about theoretical top speeds and latency. But beyond a certain bandwidth threshold, higher numbers have little impact on actual passenger experience. Certainly, much less than gaps in service or unreliable hardware.
So, the focus is shifting to quality, delivered through reliability, consistency, seamless availability, and of course, customer service – key characteristics of Viasat solutions, built over decades of proven innovation and experience in business aviation.
CJI: Do you think noise about speed is a distraction in the market?
KT: Definitely. Numbers are easy to compare but they don’t tell the real story. Viasat, and our partners, have been part of the fabric of business aviation for over 35 years. During that time, we’ve learned a lot about the market. We know what customers value, and we’re very clear that speed alone will never fully meet their demands. Because speed is nothing with uncertainty or inconsistency.
Of course, accelerated bandwidth right across the industry has opened fantastic new capabilities for customers, including our own, like HD video streaming and live TV, but with speed, we also need reliability, consistency and coverage. The survey indicates that today’s operators are savvy enough to understand this.
CJI: How do you think this might be reflected in service plans?
KT: We’re approaching a turning point in the industry, where connectivity providers are adapting their business models and services in response to shifting customer expectations. In a survey like this, you would expect to see cost and speed ranked high when it comes to service plans. And this is still the case. But what is interesting is how important other aspects, such as access to unlimited data, guaranteed service experience and customer support – priorities three, four and five – have become. This reflects a more established market where cost and speed are beginning to become hygiene factors rather than differentiators. I expect this trend towards the value of overall service experience to continue.
“Business aviation relies on a closely connected ecosystem of expertise, experience and innovation, working in the operator’s interest.”
CJI: The survey provided insights into how the industry views connectivity providers. What’s your view of those results?
KT: I wasn’t surprised to see two dominant themes emerging: experience and support. Business aviation relies on a closely connected ecosystem of expertise, experience and innovation, working in the operator’s interest: from the OEMs to MROs, service providers and avionics specialists. Connectivity is a part of this, and certainly at Viasat, we work hard to unlock the value of these relationships, many of which have been built over decades, for our customers.
Expertise and experience are delivered through service and support.
Business jet operators expect to be prioritised, and they demand a very personal experience. A known point of contact with complete knowledge of their aircraft and mission profile. Someone available 24/7/365 for information and advice. If needed, real people, with their aircraft on the ground, within hours. That’s what our partner network can promise. And it’s clearly valued. There just isn’t an app for that.
Ultimately this is all about trust. Trust that has to be earned. With more than 35 years in business aviation, and more than 5,000 business jets flying with our solutions, that’s what we mean when we say we’re business aviation’s principal partner.
CJI: What also deserves attention?
KT: It’s fascinating to see the way passengers are using connectivity in the air evolving. Go back a few years and voice, email and browsing were a novelty. More recently, particularly since the pandemic, video conference calls have become a must. It reflects the idea that what we really want to do when we fly, is everything we do on the ground.
And so, the evolution goes on. I know from our own data the growing breadth of business and personal applications that passengers are using – and that’s also reflected in the survey, with many respondents working in the cloud, accessing their own proprietary business apps and beginning to use generative AI. Among our own customers we even have one or two who regularly code in the skies.
CJI: How do you think the changing landscape will benefit business aviation customers?
KT: There’s a lot going on across the industry: new market entrants, acquisitions, new partnerships, new services. I’m sure there’s more to come. We’ve always welcomed competition, and this time is no different. Competition in this, like any market, tends to bring choice and value for customers.
But it’s equally important for all participants to be open and honest about the benefits they offer and not try to blur the lines with unproven claims or camouflaged language. Otherwise, customers will be confused and potentially frustrated, or the market will stall, none of which is good for the industry.
From our own perspective, Viasat’s acquisition of Inmarsat last year has already delivered a host of benefits for business aviation customers. In terms of service plans, hardware, partners, and customer support, we identified the aspects of both organisations’ offerings that were most valuable to operators. We’ve streamlined these, bringing the best of both together. We’ve already announced new satellites, terminal innovations and service plans, which will mark a transformative step-change in both our Ka-band and L-band capabilities. And there’s much more in the pipeline. Look out for further pioneering announcements later this year.
Audience Votes: Which service characteristics are most important to you?
Q6: What are the greatest frustrations related to in-flight connectivity? (Please select up to three options).
Q7: When thinking about a service or technology provider for your fleet, which of these characteristics do you think are most important in a partner? (Please select up to three options).
CJI Connectivity research – in Viasat’s view
OVER THE years, CJI and Viasat’s annual survey has provided fascinating insights into how the business aviation industry uses in-flight connectivity solutions. The 2024 edition has continued this tradition once again, offering a unique snapshot of the fast-evolving market, including how in-flight connectivity use cases have expanded in the past year. To get an accurate and comprehensive global viewpoint, research was conducted with professionals from across the business aviation industry, including business jet owners, charter operators, fractionals, brokers and advisers.
The overall picture is clear. As connectivity technology evolves at pace, so do business aviation customer needs and expectations. First and foremost, passengers want a service that seamlessly meets their connectivity requirements, wherever and whenever they fly. Almost 60% of respondents placed reliability at the top of their wish list, with coverage and quality of experience also scoring highly. Interestingly, the importance of bandwidth – a proxy for speed – has dropped even further compared with previous years. In fact, just 28% cite bandwidth as being of particular relevance, with low latency even less of a priority. While there is often discussion in the industry regarding theoretical top speeds, the survey shows that, beyond a certain threshold, higher numbers have little impact on passenger experience.
According to Kai Tang, Viasat’s head of Business Aviation, this reflects the in-flight connectivity market’s growing maturity. “Customers have become increasingly savvy and they’re unlikely to be swayed by promises of connection speed alone. Instead, they are focused on the overall experience, including factors such as reliability, coverage and customer service”, he said. “In a post-pandemic world in which we’ve all become used to being able to work productively wherever we are, business jets are increasingly seen as another extension of the office. Passengers expect to be able to carry out any work in the air that they could do on the ground.”
This is borne out by what business aviation passengers primarily use in-flight connectivity for. Alongside the basics of emails and messaging, an increasing number (27%) now expect the ability to make video conference calls. 21% prioritise being able to work in the cloud, using business apps like Office 365 and Slack.
“Customers have become increasingly savvy and they’re unlikely to be swayed by promises of connection speed alone.”
Given the idea of using business jets as a remote workspace, and the ever-increasing cyber threat landscape, it is perhaps surprising that only 26% of respondents felt that security was a priority. Instead, it’s clear that passengers trust the technology to allow them to carry out their most important tasks. Indeed, a small number of respondents were confident enough to make financial trades when airborne - a time-sensitive task requiring rock-solid and highly secure connectivity. 1% even used emerging generative AI while airborne – it’s clearly early days, but this is certainly a trend to keep an eye on in the coming years.
So, the research shows that the industry is built on increasingly solid foundations, allowing passengers to carry out more sophisticated work in the air than ever before. But where can business aviation operators still look to improve? And what do respondents feel is the most frustrating flaw with current services?
By far the most common frustration (40%) was an inconsistent experience – further evidence that it is the operators that are able to provide a stable, reliable service across flight routes that will succeed in the long term, rather than those that prioritise headline speeds or gimmicky technology.
Finally, it’s worth noting that 45% of respondents believe that a proven track record in the business aviation sector is important when choosing a connectivity partner – proof that there really is no substitute for experience, even in a cutting-edge and rapidly evolving market.
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London calling
Viasat opens new International Business Headquarters in London
VIASAT RECENTLY opened its highly advanced International Business Headquarters in London, supporting its focus to streamline operations and drive synergies to better serve customers across a variety of different markets.
Following its acquisition of UK-based Inmarsat last year, Viasat’s London office will be the home for its integrated teams, with a strong focus on technology innovation and scaling execution to support UK and global customers across aviation, maritime and government. The office is also the home to Viasat’s UK Network Operations Centre and Satellite Control Centre, which will provide satellite, network and cybersecurity capabilities to customers worldwide.
The company hosted a gathering of dignitaries, customers and partners to showcase its International Business Headquarters. “Viasat locating here in the UK is a testament to our country’s growing reputation as a global space hub where innovation can thrive and businesses flourish,” said UK Minister for Space, Andrew Griffith, who attended the official opening. “As satellite communications become increasingly central to our modern world, Viasat’s new centre will play a pivotal role in expanding connectivity, whilst also providing high quality careers and economic growth.”
Kai Tang, Viasat’s head of Business Aviation, said: “The official opening of our International Business Headquarters is an important moment for Viasat and underlines our commitment to the UK. Ultimately, an office is only as good as the employees working inside it. The better we support our employees and empower them, the better they support our customers. We see this site becoming a real hub where we can drive forward space innovation, deepen collaboration, and help build the new space economy in the UK.
“This office is future-proofed to meet the demands of the growing UK and global space sector, with satellite, network, and cybersecurity capabilities operated here from our new Network Operations Centre and Satellite Control Centre,” says Tang.
Business jet connectivity: Two industry views
Jetcraft: Connectivity vital for the ‘office in the sky’
BUSINESS JET connectivity grows more important every year as owners and passengers demand “office-in-the-sky standards of connectivity”, says Pascal Bachmann, senior vice president sales EMEA, Jetcraft.
As connectivity standards improve on the ground, business aircraft travellers expect the same speed, efficiency and reliability of service to be repeated in the air. That’s particularly true of long-range aircraft in the air for 12 hours.
“People who work on business jets definitely want to have an extension of their office in the sky,” Bachmann tells CJI. “They need to be in touch and to send and receive messages. Go back 10 years, and on-board connectivity was the exception – now, it is completely normal and absolutely expected. There is no longer that time when you are in the air and completely out of touch. It’s expected that you can be reachable at anytime, anywhere.”
Passengers’ appetite for onboard connectivity is sometimes, but not always, influenced by their age. “Business jet users in their 70s or 80s will probably not put the same emphasis on connectivity standards as a new tech billionaire who is 30 years old,” says Bachmann. One such Jetcraft client needs access to high-speed, reliable and consistent on-board connectivity “as he needs air and water”, he adds.
But Jetcraft also has clients in their 70s who insist on the very latest top connectivity standards. Such demands are motivated not by their own needs but to meet the demands of their children and grandchildren.
While streaming Netflix (other on-demand streaming services are available) remains a popular choice, connectivity aboard business jets is most often used for business purposes, according to Jetcraft. It’s a long list of business applications. From voice calls and video conference calls, cloud-based business apps – such as Microsoft 365 and Slack – to data and financial analysis to trading and finance activities.
Decisions to upgrade connectivity solutions depend on a range of factors, according to Jetcraft. In addition to owners’ needs, influencing factors including what new technology is available on the market since the last upgrade and whether there are plans to sell the aircraft. Another factor influencing the type of upgrade is whether the aircraft is to be chartered. “Operators would always tell you that charter customers always expect connectivity,” says Bachmann.
Our conversation turns to the support systems available for airborne connectivity solutions. We want to understand: What are the most important factors when choosing a connectivity provider? What are the key characteristics when choosing a connectivity partner? And which are the key organisations in delivering a positive connectivity experience?
Starting with good connectivity providers, Bachmann singles out guaranteed service experience as being the single most important factor. Next, he selected guaranteed minimum speed of service. “People want the office experience in the sky – and for that people need speed,” he says. The third most important fact on Bachmann’s list of factors to consider when choosing a connectivity provider is customer support. “Good customer support is really important. When things go wrong, you want someone to fix it and to fix it quickly.”
Identifying the key characteristics when choosing a connectivity partner, Bachmann prioritises business aviation sector experience. “They need to know how these things are used and what to expect.” The next most important characteristic was responsive and supportive service. When connectivity solutions fail, principals, operators and charterers want them to be fixed efficiently and quickly, he adds. His final choice was innovation because people want to benefit from the latest technology.
Identifying the key organisations and service providers in delivering a positive connectivity experience, Bachmann first mentions OEMs. “The aircraft manufacturer is obviously really important because today, most aircraft come with the service installed by the factory,” he says.
They need to plan and design the aircraft for the connectivity system to be installed and for the maintenance to be easy.”
Equally important in delivering a positive connectivity experience are manufacturers of connectivity terminals and other equipment, service providers and network operators who operate the satellite network.
“These are all links in the same chain,” says Bachmann. “And that chain is only as strong as its weakest link.”
Pascal Bachmann, Jetcraft.
Leading Edge Aviation Solutions: ‘Faster is better’
Joe Carfagna Jr., Leading Edge Aviation Solutions.
AN AIRPLANE with no connectivity is “a big problem to sell” while the speed and reliability of an existing service is “not a deal breaker” but “gets factored into the price”, according to Joe Carfagna Jr., president, Leading Edge Aviation Solutions.
The US-based aviation expert thinks the more all-encompassing the connectivity solution is, the quicker an airplane is likely to sell. “If the airplane doesn’t have [Viasat] Ka the buyer looks at the airplane and says I need to spend another $750,000 on Ka and a month’s worth of downtime, so for two airplanes parked next to each other, the one with Ka will sell first,” he says.
Carfagna, whose company recently completed its 1,000th aircraft transaction since it was founded by Joe Carfagna Sr. in 1989, believes availability on all likely routes is the key consideration when choosing a service provider.
He says the Gogo L5 Avance system will “usually suffice” for most buyers in North America but adds that those with plans to fly internationally regularly will opt for Viasat’s Ka. However, he adds that often owners in the US who only fly occasionally to Europe will “leave the Swift broadband in and have very good domestic wi-fi and have slow, snail wi-fi for international”.
The second most important criteria is speed – “faster is better” – while cost per month is the next factor owners and operators take into account, says Carfagna Jr.
In terms of meeting expectations, the service provider is the most crucial link in the chain.
“You can put all the equipment in the airplane you want but if the service provider doesn’t do the job you want in providing it you lose,” he says.
The aircraft manufacturer is also key, especially those with the “expertise and confidence” in installing connectivity systems.
“We had a client who had the first retrofitted G550 with Ka installed back in 2017 and it never worked right because they were the guinea pig and Gulfstream learned from their mistakes,” says Carfagna. “So, it’s important to go to a manufacturer used to installing it.”
Paying attention to the network operator will also pay dividends. “Whether that’s Satcom Direct or one of the others you have to go to a tried-and-trusted provider that isn’t going out of business any time soon,” he adds.
A reputable and trusted partner that is responsive, supportive and flexible is what Carfagna looks for most when thinking about a technology provider.
“It’s pretty easy for a no-name shop to install very expensive wi-fi into your plane and it doesn’t work and then you bring it back to them and they can’t figure it out,” he says. “Who do they call? They call the manufacturer, so our feeling is whenever possible upgrades should be done at the factory shop.”
He cites the Gulfstream example again. “Gulfstream was the right place to go to get it [the G550] squared away,” he says. “They had to test fly the airplane five or six times to get it right.
“Somebody who is going to stand by their mistakes or shortcomings is important.”
