JetBlue Uses Free, Speedy Wi-Fi On Every Flight to Elevate Customer Experience

In this day and age of connectivity, people want access to Wi-Fi all the time. In fact, Elizabeth Chapman, Manager IFE (In-Flight Entertainment) & Connectivity at JetBlue, told Loyalty360 that she views Wi-Fi as “a basic human right.”

JetBlue has become the first airline to offer always-free and speedy Wi-Fi connectivity on every aircraft from the departure gate to the arrival gate.

JetBlue’s Fly-Fi®, which clocks in at broadband speeds that beat sluggish and pricey Wi-Fi offerings onboard other carriers, keeps customers connected with an Internet experience similar to what they have at home, including the ability to stream video and use multiple devices at once. The service enables JetBlue to deliver Amazon Video streaming entertainment to customers onboard to their personal devices, as well as web surfing and chatting on favorite messaging apps.

First introduced in December 2013 on a single aircraft, JetBlue has expanded Fly-Fi, recently completing installation on its entire fleet of 227 Airbus A320s, A321s and Embraer 190s. During this time, Fly-Fi has become one of JetBlue’s most popular features, joining other customer favorites like free DIRECTV® at every seat, all-you-can-eat name-brand snacks, and the most legroom in coach.

“We’ve always been innovators in the in-flight entertainment space, and we know that people expect to have strong connectivity wherever they go,” Chapman explained to Loyalty360. “It was critical to us to be the first airline to bring that to our customers on a consistent basis. Our goal would be for every single customer to be connected on every flight on multiple devices streaming video and shopping on Amazon to earn TrueBlue points. We hope our Wi-Fi becomes a catalyst to improve and enhance the in-flight experience.”

Flying can often be stressful for various reasons, but Chapman believes the free Wi-Fi on every flight elevates the customer experience.

“Always being connected helps customers communicate and entertain themselves like they would at home,” she said. “From getting work done on a transcon flight when you would’ve been offline, to planning your trip before you arrive, Wi-Fi helps ease the travel experience from gate to gate.”

Chapman said JetBlue leveraged various sources before making the decision on free Wi-Fi.

“We heard both our customers and our crewmembers loud and clear that they wanted to be able to get online and to stream video from the second they sat on the plane to when they arrived at their destination,” she said.
Customer loyalty is a huge priority at JetBlue.

“Loyalty means growing JetBlue’s connection with customers in order to be their preferred travel experience brand,” Chapman added. “It means making TrueBlue more relevant, generous, and easy. It is meant to drive genuine loyalty to JetBlue, making customers feel proud to be affiliated with JetBlue and TrueBlue.”

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