Passenger Experience Survey 2024

3-minute read

Summary

After surveying passengers around the globe, we show case passenger expectations on the in-flight experience.

Are airlines delivering the in-flight experiences that their passengers want?

Over 11,000 people who have flown within the last year have told us what they expect, need and even dream of when they take their seats on a plane. In some cases, their ideas for the future are already beyond the aviation industry’s own vision. We would like to share those findings with you.

For airlines, in-flight connectivity has become a critical platform for digital engagement, value creation and intelligence. When properly implemented, it helps them learn more, do more and make more – all while ensuring that passengers can work or relax in the air just as they would on the ground.

It’s no longer just about connectivity. It’s what you do with that connectivity that really counts. And our survey showed that passengers have a very clear idea of what they want - both now and in the future - from airlines. 

Don Buchman. Vice President & General Manager, Commercial Aviation, Viasat

The future of flying is going to get very personal

Outside cost and quality of connectivity, personalized entertainment is a priority for passengers. And they will reward airlines that offer it with their advocacy and loyalty.

The next wave of passenger innovation will be driven by further advancements in technology and connected services, delivering a deeper understanding of passenger needs and preferences.

The in-flight experience is key to commercial success

If airlines don't live up to passenger expectations, it could have significant commercial implications.

1 in 3

say that having no Wi-Fi is one of the most frustrating things about flying today

87%

are prepared to watch ads in return for free Wi-Fi

71%

prioritize personalized streaming services

22%

won’t consider flying long-haul without Wi-Fi

Download the full report

Cover page of report that can be downloaded

To get the full survey results, please click below.