Flight Deck Wi-Fi Wars: American Airlines Steps into the Ring
Let’s talk about a tussle in the skies you might not have heard about: the battle of inflight Wi-Fi. For eons, JetBlue led the charge, giving passengers what they really want – fast and free connectivity. Now, in the world of big hitters like Delta, United, and, lagging not so hastily behind, American Airlines, the race to offer free Wi-Fi has taken off like a bat out of hell.
American’s been sitting pretty, insisting, with a hint of stubbornness, that free Wi-Fi was off the table. But guess what? Change is in the air! Zach Griff gave us the lowdown – and now, I’m breaking it down for you.
Once Upon a Time, American Ruled the Ethernet
Cast your minds back a few years, when American Air was the kingpin of digital connectivity among the “big three.” They had the whole Viasat Wi-Fi thing going on which meant, yes, their passengers were surfing the web at reasonable speeds while cruising at 30,000 feet. Meanwhile, Delta and United’s systems were best described as glorified potato connections by comparison. But times have changed:
- Delta is throwing out free Wi-Fi like it’s candy thanks to their newfound love for Viasat.
- United’s hopping on the Starlink bandwagon, with plans to connect globetrotters gratis this year itself. Mind you, that’ll take a bit of time, but it’s on the cards.
So, as of now, Delta’s got American beat, purely by existing in the realm of free. And once United fully rolls out Starlink, American’s even further down the totem pole. Oh, and American charges way more for inflight Wi-Fi, with prices hopping from $8 to upwards of $20 a segment, turning it into a pricy cloud cocktail.
But wait, there’s more. Forget about even messaging for free inflight, unless you’ve buddied up with T-Mobile. It’s the one benefit that even the RSOs (Really Slow Operators) of the airline world have managed. American, where’s the love? Even United’s rusty system offers free messaging now.
Did you hear American CEO Robert Isom was adamant about no freebies? Well, the winds are a-changing…
American Takes Baby Steps Toward the Free Wi-Fi Dream
Brace yourselves, folks. Starting next week (touchdown: early March 2025), American Airlines is dipping its toes into the free Wi-Fi pool. They’re testing it out on select flights. What exciting routes, you ask?
- Charlotte (CLT) to Jacksonville (JAX) and back
- Charlotte (CLT) to Raleigh (RDU) and back
- Chicago (ORD) to Miami (MIA) and back
The plan is simple: see what happens when the Wi-Fi floodgates open. Will customers flock to the service like seagulls to a dropped fry? Can American actually handle the digital traffic jam? Most importantly, will flyers leave happier than a skier at the Val Seny ski resort?
The folks over at American are pretty candid about their motives. They’ve got a new Customer Experience team under Chief Customer Officer Heather Garboden. Here’s the grand statement from American’s higher-ups:
“With our new Customer Experience organization led by Chief Customer Officer Heather Garboden, we’re amping up our dedication to enhancing every aspect of travel. Staying connected isn’t just nice; it’s essential. This test is a step towards strengthening our offerings to keep us in the big leagues and give customers what they truly desire.”
American’s been playing catch-up with Delta and United’s profitability. They tried to win our wallets through their vast domestic network alone. But behold, a realization has dawned: the airline needs to up its game. Free Wi-Fi could just be the starting line for making American Airlines, well, the American dream in the air.
Both Delta and United say “hello” with free Wi-Fi, nudging American toward the inevitable conclusion that they need to say “hello” too. Is there a snowball’s chance in Miami that passengers turn their noses up at free connectivity? Unlikely. But we’re all waiting to see how it pans out.
Bottom Line
Buckle up, American is inching into the Wi-Fi free-for-all. For too long, they prided themselves on swanky Wi-Fi, even though it came at a cost. Now, with Delta dispatching free hat busters and United right behind with Starlink intrepid, the writing is neon on the airplane nose cone: Free Wi-Fi must come.
Watch this space as American trials the concept on a few lucky domestic jaunts to figure out if their tech and customers can cope (and preferably thrive). Will it lead to sky-high satisfaction scores? Only time will tell.
What’s your take on American’s Wi-Fi overture? Let the conversation begin.