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In-flight entertainment systems (IFE) are now a staple of the passenger experience, with airlines relying heavily on these systems to differentiate their service, enhance customer satisfaction, generate incremental revenues and boost passenger loyalty. However, the reliability and performance of these systems are just as crucial as their design and functionality. This is where Service Level Agreements (SLAs) play a vital role. An SLA is a contract between service providers like PXCom and customers that outlines the level of service expected, ensuring that both parties understand the performance metrics, responsibilities, and remedies should service standards not be met.
For airlines, an SLA for their IFE system guarantees that they receive consistent and reliable performance, minimizing downtime and disruptions for passengers.
When it comes to in-flight entertainment, reliability is key. But when something goes wrong, how quickly should the issue be addressed?
Traditionally, when an IFE system malfunctions, the process for reporting can be slow and tedious. A typical scenario might look like this:
– The cabin crew notices the issue and logs it.
– That note makes its way through the airline’s reporting system.
– Finally, it reaches the IFE provider, a process that can take anywhere from 3 to 10 days.
By the time the problem is identified, resolved, and fully operational, many passengers may have already faced inconvenience, potentially leading to negative reviews, complaints, or worse—claims for compensation in the form of airline miles.
This is the question we asked ourselves at PXCom, and we are setting out to change the way malfunction reporting happens. We are introducing an automatic alert monitoring system in our servers, which aims at dramatically reducing the response time to issues. With our new system, we can detect potential malfunctions within 24 hours—no need for days of delay or for issues to slip through the cracks.
This approach isn’t just reactive; it’s proactive. As soon as a problem arises, we are informed and can begin working on it—sometime well before passengers are even aware of the issue. The question now is: How fast should an IFE provider respond? For airlines, the stakes are high: passenger satisfaction, brand reputation, and potential compensation costs are all on the line. But at the same time, the urgency depends on the type of issue at hand. Not every malfunction needs an immediate, all-hands-on-deck response.
For wireless IFE, which doesn’t ground a plane but does affect passenger experience, what is the right level of intervention? Should airlines push for round-the-clock responses, even on weekends, or can non-critical issues wait a little longer without affecting the overall flight experience?
Service Level Agreements (SLAs) are crucial for any in-flight entertainment (IFE) support strategy. At PXCom, we adapt our SLA scenarios to fit the unique expectations and constraints of each airline, recognizing that these vary based on their business models—whether they operate as premium carriers, full-service airlines (FCS), or low-cost carriers (LCC). These agreements define the level of IFE support provided, detailing response times and corrective actions based on the severity of the issue.
So, what’s the right level of SLA for IFE? Should airlines seek 24/7 support, or is weekday, business-hour support sufficient?
With reliable hardware, IFE systems can maintain a service availability rate of 90% or higher. However, hardware alone isn’t enough; a blend of proactive monitoring and timely responses ensures the system remains operational and meets passenger expectations.
While IFE may not be critical to flight safety, it plays a vital role in shaping the passenger experience. System failures can lead to complaints, negative reviews, and even requests for compensation. Here, airlines need to consider if they need 24/7 SLA support, with rapid intervention during weekends and nights, or if non-critical issues can wait for regular working hours.
If an IFE system is down, passengers might post a negative review online, impacting the airline’s Net Promoter Score (NPS), or they might even file a complaint and expect compensation—sometimes in the form of 500 to 1,000 airline miles.
This is where airlines must ask themselves:
– How critical is my IFE? Do I need an SLA that demands immediate intervention, even on weekends and nights?
– Or can non-critical issues wait until regular working hours?
Striking the right SLA balance involves preparing for critical disruptions while managing costs. With PXCom’s premium SLAs, featuring advanced monitoring and rapid response, airlines gain confidence that potential issues will be addressed promptly, optimizing service availability and enhancing passenger satisfaction.
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