Sep 09 2008
Airlines install new technology to increase customer productivity; traveling salespeople like it
U.S. airlines have recently installed technology upgrades to improve their customer experience, and others are hurrying to catch up.
First, Delta has streamlined its automated check-in software, by eliminating redundant screens and repetitive verification questions, which will save each customer who uses the system several minutes. The new screens are also more aesthetically pleasing, and are more consistent with Delta’s brand image.
Delta is also installing in-flight wi-fi wireless Internet connectivity on its entire fleet, starting with its MD-88 planes first. All Delta planes should have the new Aircell Gogo based system installed before the middle of 2009.
Meanwhile, American Airlines officially released its version of the Aircell Gogo on-board wi-fi system on its fleet of 16 Boeing 767 jets, on routes between New York and Los Angeles, San Francisco or Miami.
Aircell, which supplies the Gogo system used by both Delta and American, says that voice over Internet protocol (VoIP) calls will be disabled. But, of course, clever computer users have found ways around this restriction already. One option which apparently worked on American’s wi-fi system was to use Phweet, a VoIP-like option that works through the Twitter micro-blogging system.
Virgin America offers in-flight Wi-Fi on some transcontinental flights, also using the Aircell system, and intends to offer the service on all of its planes by the end of March 2009.
Southwest Airlines is planning to test satellite-based Wi-Fi on several of its planes in the fourth quarter of 2008, with the intention of offering the service on its fleet if the tests go well. Alaska Air also plans to test the same satellite-based system, called Row 44, on a single plane.
A couple of airlines also plan to deploy a terrestrial wi-fi system called LiveTV, which is more limited than Aircell or Row 44, providing only a subset of Internet access. The airlines that are testing or rolling out LiveTV include JetBlue, which is currently testing on one plane, with no firm plans yet for a wider roll-out, and Continental, which intends to offer LiveTV Internet access on the entire domestic fleet starting in January 2009.
Other airlines have not yet announced any official plans for onboard wi-fi service, although there are several rumors in play for each:
- Frontier: no official word from the airline yet, although they already use LiveTV for television service and most likely would use the same for wi-fi
- United: no official word here either, although some articles in the trade press have speculated that it is coming soon
- US Air: earlier in 2008, company officials said they were investigating wi-fi service. Since then, the troubled airline has begun to pull out on-board entertainment systems to save weight and cut fuel consumption - not a good sign.
Delta Air Lines says it will provide wireless access to the Internet on its entire domestic fleet - more than 330 aircraft - by the first half of 2009. The new service, based on Aircell’s Gogo service, will cost $9.95 for flights of three hours or less or $12.95 for trips over three hours. Delta will begin deploying WiFi on Delta’s 133 MD88/90s in September, and expects to have the service on all aircraft in the first half of 2009.
IDG News Service reports
U.S.-traveling sales professionals - be of good cheer: your days of removing your laptop computers for security inspection in airports is nearing a merciful end soon. According to 
This week, American Airlines tested an in-flight WiFi 802.11a/b/g system on a single plane flying round-trip between Los Angeles and New York City, with a promise that if the test goes well, the rest of the airline’s 15 Boeing 767’s would be similarly outfitted in short order. Projected pricing for WiFi access: $13 for flights over 3 hours, and just under $10 for shorter flights.
Both airlines have, in fact, offered wireless check-in for some time, but passengers still had to print their boarding pass from a kiosk when they arrive at the airport. The new systems will be entirely electronic.
