Redefining In-Flight Connectivity in Business Aviation
A new landmark report from Massachusetts Institute of Technology (MIT) calls for industry evolution, as Viasat launches in-flight quality of experience (iQe) concept.
10-14-2025
4-minute read
A call for change
The business aviation industry faces a fundamental ‘disconnect'. While in-flight connectivity providers have traditionally competed on peak network speed, the moments that truly define value — such as joining a board meeting without the connection dropping or watching crucial sporting moments without buffering — remain invisible to this singular network metric.
A new report from the MIT Sloan School of Management, titled ‘Redefining In-Flight Connectivity in Business Aviation: What Really Matters To Private Jet Passengers’, calls for a fundamental shift from singular network metrics like speed to a Quality of Service (QoS) approach, incorporating broader metrics such as latency, jitter, packet loss and bandwidth.
More critically, it advocates that business aviation in-flight connectivity providers elevate Quality of Experience (QoE) as their ultimate 'north star’ - translating technical performance into simple measurements that passengers can instantly understand, similar to how mobile network operators successfully introduced ‘bars’ to visually indicate signal strength.
“A single, holistic QoE score analyzing several key metrics provides a more sophisticated measurement – one that looks beyond what the network delivered to whether users accomplished their objectives without friction,” stated Michael Schrage, Research Fellow at MIT Sloan School of Management and the report's author
Download the MIT report
Want to know more? MIT’s report includes three proposed next-generation metrics that can be used as KPIs for the business aviation connected experience.
Why speed isn't enough
Peak speed has traditionally been used as the primary measure of both performance and user experience, with service plans based on maximum advertised download and upload rates. MIT’s report found that higher Mbps or Gbps numbers are often equated with superior service, leading customers to believe that these figures alone guarantee a better online experience. But in practice:
- Speed tests often measure performance under idealized conditions.
- ISP traffic prioritization can artificially inflate speed test results, masking throttling, congestion, or suboptimal routing.
- These methods overlook the real-world variability passengers encounter in flight.
"In business aviation, where even momentary outages can ruin multi-million-dollar deals, the move from engineering metrics to experience outcomes must be navigated at altitude and speed," says Schrage. This is a fundamental shift that recognizes connectivity as mission-critical infrastructure, impacting passenger satisfaction and aircraft utilization.
The bandwidth trap
In-flight connectivity usage in business aviation has continued to evolve in line with technological advances, further supporting the need for QoE measurements. Once a convenience, connectivity is now considered essential by 93% of private jet passengers, according to a recent industry survey.
While initial demand focused on low-data activities such as email and text-based messaging, new patterns are emerging. As applications for real-time collaboration and immersive VR/AR become mainstream, pressures on network capacity will intensify further.
“This highlights that greater bandwidth doesn't reduce connectivity pressure - it explodes user expectations - so measurements really need to be revisited and redefined,” says Schrage. “The real innovation is not in connecting people faster, but connecting people to what matters most to them—with fewer surprises, less friction, and greater confidence.”
83%
of respondents ‘almost always’ or ‘often’ use business applications such as Microsoft 365 on flights.
50%
of respondents ‘almost always’ or ‘often’ use video conference calls on flights.
55%
of respondents report frequent high-definition video streaming.
Coverage confidence
With strategically positioned satellite technology, Viasat delivers ultra-reliable in-flight Wi-Fi.
Capacity is key
Viasat’s high-capacity satellites allow for broadband speed that will outpace rivals and dazzle passengers.
Sky-high tech
Viasat hardware is in it for the long haul with forward-thinking and future-compatible technology.
24/7/365 Support
Viasat’s round-the-clock-and-calendar customer service model keeps equipment running and aircraft airborne.
Introducing iQe for Viasat’s JetXP service
Leveraging 30+ years of proven experience as a global satellite operator and nearly 28 years in business aviation, Viasat is uniquely positioned to understand that connectivity experience is measured by the ability of every passenger to utilize connected applications seamlessly, as highlighted by the MIT report.
Viasat aims to redefine business aviation connectivity by focusing on the real-time, end-to-end experience of every passenger. It has just unveiled a transformative new concept for its JetXP in-flight broadband service, named In-flight Quality of Experience (iQe).
Designed with business aviation in mind, iQe leverages AI and advanced analytics to monitor a comprehensive range of network performance metrics in real-time. A single, intuitive QoE score is then delivered to instantly show the connectivity performance at a glance.
iQe will be available early next year on major app stores as well as via a browser-based version.
“It’s clear that the business aviation industry is shifting its focus from peak speed alone to the overall quality of experience. But what’s the best way to truly measure that, as outlined in this MIT report?
Our new iQe application provides the answer. This unique concept delivers direct visibility into JetXP’s connectivity performance for principals, flight crews, and other stakeholders, incorporating all relevant network metrics and presenting the findings in a simple and easy-to-understand format."
- Kai Tang, Head of Business Aviation at Viasat