Business passengers want better Internet, more mobile services at airports and flights

Increasingly mobile-savvy business-class airline passengers are demanding better wireless Internet and improved use of mobile technology at airports and inflight.

According to a recent poll by Flightview, the average business passenger considers current airport and inflight WiFi services to be unreliable, limited, and frustrating, be it Internet by satellite or from wireless ground stations.

A vast number of the Flightview survey participants also wanted airports to provide other mobile-centered services. 94% said they would like to receive their flight status on their mobile. Nearly 70% wished to be notified about the availability of seating upgrades and receive alerts about their flight's boarding time. And more than 80% expressed the desire to have used mobile boarding passes instead of traditional means of boarding identification.

The Flightview survey also determined that 70% want the ability to use mobile apps to rebook on another flight, 57% wanted their mobiles to display standby status and terminal maps, 36% want to buy ticket upgrades using their mobiles, and 93% wanted airports to show the status and gate location of their next flight on their mobiles during connections.

Flightview concluded its survey by urging airports and airlines to integrate mobile wireless technology into their operations. “Business travellers, pressed for time, want access to new tools and technologies that make travelling easier and more efficient," observed Mike Benjamin, CEO of FlightView. "Every time an airport or airline rolls out a new offering, it raises travellers’ expectations, which, in turn, puts pressure on others in the industry to quickly adopt and integrate new technologies.”

Another recent survey -this time by SITA, a specialist in air transport IT and communications- showed a marked increase in the demand for free airport WiFi. SITA reported that 73% of its survey participants would like to use a mobile boarding pass. (17% have indeed used a mobile boarding pass.)

SITA also reported that two-thirds of the participants would like to receive text messages regarding changes to flights. The other third already avails of that service.

“When you look at what the airlines and airports are doing," noted Brenda Flinter, SITA media relations manager, "You see they have recognised the demand."

According to Ms. Flinter, airports are now focusing on easing passengers' stay at the terminal by providing updates and services on passengers’ mobile phones. Airport operators heavily invest in technology and solutions that allow them to notify passengers of flight status and delays on mobile phones.

“Airlines are investing in passenger services via mobile devices," Ms. Flitner said. “Beyond 2015, the smartphone and the website will be the dominant methods for passenger processing." She predicted that "nine out of ten airlines plan to engage with passengers through mobiles by 2015.”