The airline industry is witnessing a shift towards enhanced customer service differentiation, particularly through the offering of free in-flight wifi. Following Southwest Airlines' policy change, United Airlines already partnered with Starlink to provide complimentary connectivity. Now, American Airlines is testing free wifi on selected domestic routes to gauge customer satisfaction and technology effectiveness. An internal memo reveals the airline's intent to stay competitive amidst rising demands from passengers for staying connected during flights. Observations from travelers during this testing phase will be crucial in determining its future implementation.
Staying connected in the skies is critical to today's passengers and through this limited-time complimentary wifi test, we are exploring opportunities to build upon our high-speed wifi offerings to stay competitive in the industry and give our customers what we know they want.
American Airlines will use this testing period to measure things like customer demand, technological capacity and whether or not it leaves passengers more satisfied with their experience on board.
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