American Airlines has set a precedent, and it’s one that consumers will like.
American will now offer free Wi-Fi on most flights. It will no longer be an ancillary fee, although it remains to be seen whether or not it is folded into the price of a ticket.?This significant move could have repercussions in the copycat world of aviation and shift the paradigm among airlines.
And there doesn’t appear to be a downside here.
Mario Matulich, President of Customer Management Practice and a 20-year veteran in the customer experience and travel sector, told TravelPulse:
“American Airlines’ decision to offer free in-flight Wi-Fi is much more than a customer perk. It’s a strategic move that shows how connectivity has become the modern travel experience and expectation. However, the true test will be in execution. Delivering consistent, high-quality service at scale. If done right, this move could set a new standard, pushing competitors to reevaluate their value propositions and redefining how loyalty is earned in the industry.”
In other words, Wi-Fi has become an everyday part of life. We use it to pay bills, keep in touch with friends and loved ones, and more. We shouldn’t have to sacrifice that aspect just because we’re traveling on a plane, but the cost has become prohibitive for many.
As noted, we still don’t know all the details.?
But this should be a win-win for American Airlines. A true game-changer. It creates something rarely seen in the aviation industry: differentiation.
The move could drive more business, retain customers, and enhance the customer experience. We have all seen in various companies what the customer experience is worth.
Free Wi-Fi is going to become commonplace. In the very near future, people will step on an airplane from any airline and be surprised that there’s no free Wi-Fi.
Somebody had to do it. That it’s a legacy carrier with plenty of financial resources makes no difference. It needed to be done.
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