Passenger expectations have evolved at record pace and airlines must keep pace, finds Inmarsat’s latest whitepaper

Inmarsat has published a new whitepaper that unpacks the new priorities and expectations of airline passengers, including the need for greater personalisation.

Titled ‘Breaking New Ground in Passenger Experience’, the insightful report is now available to download and examines opportunities that may have been overlooked by airlines wanting to customise their onboard experience, while also reaping the rewards of passenger loyalty and return on investment (ROI).

William Huot-Marchand, Inmarsat Aviation’s Senior Vice President of Inflight Connectivity, said: “By its very nature, aviation has always been a fast-moving industry. However, the pace of change has been unprecedented since the pandemic and its imperitive that airlines keep pace.

“Passengers returning to travel today have new behaviours, new priorities and new expectations for their journeys, many of which revolve around connectivity. Our new whitepaper not only explores these emerging trends, but also highlights the drivers of change in the onboard experience that has led Inmarsat to develop OneFi, our innovative new passenger experience platform. “

So, what are these new trends? What opportunities do they present for airlines? And how will OneFi ensure value for passengers? Key findings from the report include:

1. Passengers want more control through their own devices. This includes real-time updates on how their journey is progressing and what to expect when they arrive at the airport.
2. They want their data to be utilised for personalised experiences. Passengers expect to be catered to based on their preferences and behaviour, their destination, group characteristics and previous inflight choices, allowing airlines to attract and retain high-value customers.
3. Travellers desire greater access to e-services. Connectivity facilitates ‘in the moment’ buys at 30,000 feet, diversifying retail opportunities for airlines and enabling long-term personalisation.
4. Passengers expect consistent connection. Free-of-charge reliable services are now the differentiator, meaning airlines need to monetise connectivity effectively through the right partnerships and platforms.

Inmarsat’s Breaking New Ground in Passenger Experience whitepaper can be downloaded here.