Business Jet Connectivity
In-flight connectivity is one of the ‘must-have’ requirements in a custom business jet completion. The demand for top-tier in-flight connectivity continues to grow each year.
Corporate Jet Investors 2024 ‘connectivity’ reader survey explored business jet users in-flight connectivity expectations, conducted in partnership with Viasat.
What are the latest trends and clients’ expectations?
This year’s survey received a strong response from a diverse group of industry participants, including owners, charter operators, corporations, fractionals, brokers, and advisors, representing a wide range of aircraft from small business jets to bizliners. This diversity offers a clear and accurate view of industry opinions.
The survey explored how key topics in connectivity have evolved and introduced new questions to gauge shifting preferences. The findings reveal that business aviation in-flight connectivity, once a luxury, has now become a necessity. Expectations are rising, driven by technological advancements and the increasing need for constant connectivity. Operators now assess connectivity services with a more mature and comprehensive set of criteria, moving beyond just speed tests.
The user experience
Today’s business jet operators demand a better-connected experience with enhanced in-flight capabilities, greater value, improved choices, and stronger support.
Understanding what matters most to jet operators regarding in-flight connectivity is crucial. Reliability remains the top priority, followed by coverage. Passengers want the assurance that their connectivity will work seamlessly, wherever they fly. This focus on reliability and coverage is reflected in the frustrations expressed by respondents, where unreliability, inconsistency, and coverage limitations were cited as major pain points.
The overall quality of experience is also a key priority, with passengers expecting to use connectivity for a wide range of activities during flights, from email and messaging to cloud-based apps and video calls. Interestingly, speed, which once topped the list of priorities, has now fallen to sixth place, highlighting a shift in focus toward overall service quality rather than just speed.
Viasat
Viasat sponsored the CJI connectivity survey and are meeting these demands by expanding capacity, maintaining our consistency, coverage, and reliability, and innovating our terminal technology. The company is launching new satellites, including the advanced ViaSat-3s, and introducing breakthrough services like SwiftJet, while collaborating with partners to reimagine service plans. Our commitment is to provide a service experience unmatched in the industry.
Numbers like speed and bandwidth don’t tell the full story. Viasat’s decades of experience in business aviation have taught them that speed without reliability and consistency is insufficient. While faster bandwidth has enabled new capabilities like HD video streaming and live TV, it must be coupled with reliability and consistent coverage to meet customer needs.
Industry
The industry is at a turning point, with connectivity providers adapting their business models and services in response to changing customer expectations. Although cost and speed remain important, other aspects like unlimited data access, guaranteed service experience, and customer support have become increasingly valued. This shift indicates a more mature market where the overall service experience is becoming the key differentiator.
Business aviation thrives on a connected ecosystem of expertise and innovation, with connectivity playing a crucial role. Viasat leverages its long-standing relationships across the industry to deliver value to customers. Business jet operators expect personalized, 24/7/365 support from knowledgeable contacts who understand their aircraft and mission profiles. Our partner network is equipped to provide this level of service, which is highly valued by operators.
5,000 business jets
Ultimately, this is about trust – a trust that Viasat has earned over 35 years in business aviation, with more than 5,000 business jets using their solutions. As passengers’ connectivity needs evolve, so do their offerings. What started with voice, email, and browsing has expanded to include video conferencing and cloud-based work. Some passengers even engage in advanced tasks like coding and using generative AI while airborne.
The industry is dynamic, with new entrants, partnerships, and services emerging. Competition drives value for customers, but it’s essential to maintain transparency and honesty about the benefits offered. Viasat’s acquisition of Inmarsat has already delivered significant benefits to business aviation customers by combining the strengths of both organizations. We’ve announced new satellites, terminal innovations, and service plans that will significantly enhance our Ka-band and L-band capabilities.
Technology keeps evolving
As connectivity technology rapidly evolves, so do the needs and expectations of business aviation customers. The survey shows that reliability, coverage, and overall quality of experience are top priorities, with bandwidth and low latency becoming less significant. Passengers use in-flight connectivity for various tasks, from email and messaging to video conferencing and cloud-based work, reflecting the growing trend of using business jets as remote workspaces.
Despite the increasing cyber threats, few users prioritize security, indicating a strong trust in the technology. Some respondents even engage in high-risk activities like financial trading while airborne, relying on secure and reliable connectivity. While the use of emerging technologies like generative AI is still in its early stages, it’s a trend to watch in the coming years.
On the ground and in the sky
In an interview with Corporate Jet Investor, Jetcraft’s Pascal Bachmann, senior vice president sales EMEA, Jetcraft, tells a story of how jet connectivity grows more important every year as owners and passengers demand “office-in-the-sky standards of connectivity”.
That’s particularly true of long-range aircraft in the air for 12 hours.
As connectivity standards improve on the ground, business aircraft travelers expect the same speed, efficiency and reliability of service to be repeated in the air.
“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.”
It’s a long list of business applications. From voice calls and video conference calls, cloud-based business apps – to data and financial analysis to trading and finance activities.
Starting with good connectivity providers, guaranteed service experience [is] 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 prioritizes business aviation sector experience. “They [customers] 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.
Leading Edge Aviation Solutions
Leading Edge Aviation Solutions president Joe Carfagna Jr. explained to CJI that a airplane [business jet] 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”.
The growing demand for comprehensive in-flight connectivity is not just a trend; it’s becoming a critical factor in the business aviation market. The more all-encompassing the connectivity solution, the faster an aircraft is likely to sell. In the words of a US-based aviation expert, if a plane doesn’t have Viasat Ka-band installed, potential buyers often consider it a significant additional cost and hassle. They see an aircraft without Ka-band and think, “I need to spend another $750,000 and deal with a month of downtime.” This makes a Ka-equipped plane far more attractive, and it’s likely to sell first.
Carfagna, whose company recently celebrated completing its 1,000th aircraft transaction since being founded by Joe Carfagna Sr. in 1989, highlights the importance of availability on all likely routes when selecting a connectivity service provider. For most buyers in North America, the Gogo L5 Avance system is usually sufficient. However, for those who frequently fly internationally, Viasat’s Ka-band is the preferred choice. Some US owners, who only occasionally travel to Europe, may choose to keep the Swift broadband system in place, enjoying excellent domestic Wi-Fi but settling for slower speeds internationally.
Speed is the next most important criterion after coverage—“faster is better,” says Carfagna Jr. Monthly costs also play a significant role in the decision-making process for owners and operators. Yet, regardless of the equipment installed, the service provider remains the most crucial link in ensuring a satisfactory connectivity experience. “You can put all the equipment in the airplane you want, but if the service provider doesn’t deliver the expected level of service, you lose,” Carfagna emphasizes.
The expertise of the aircraft manufacturer is another key factor, especially those with proven experience and confidence in installing connectivity systems. Carfagna recalls a client who was the first to retrofit a G550 with Ka-band back in 2017. The system never worked properly initially because the aircraft served as a test case, but Gulfstream eventually resolved the issues. This experience underscores the importance of choosing a manufacturer with a strong track record in installing and supporting these advanced systems.
Paying attention to the network operator is equally important. Whether it’s Satcom Direct or another provider, it’s essential to choose a reliable partner that isn’t likely to go out of business anytime soon. A reputable and trusted partner who is responsive, supportive, and flexible is crucial when considering a technology provider.
Carfagna warns against using lesser-known shops for expensive Wi-Fi installations. “It’s easy for a no-name shop to install very expensive Wi-Fi into your plane, and when it doesn’t work, they might struggle to figure it out. Who do they call? The manufacturer. That’s why we believe upgrades should be done at the factory shop whenever possible.”
He points to Gulfstream as the right choice for resolving the G550’s issues, noting that they had to test-fly the aircraft five or six times to get everything working correctly. “Choosing a provider who stands by their work and takes responsibility for any shortcomings is crucial,” Carfagna concludes.
Corporate Jet Investor Connectivity Survey
For the full survey statistics and associated article text please visit: Corporate Jet Investor Connectivity Survey
