Note: This blog post has is divided into two parts based on stakeholder interest. Part 1 of the post iterates what passengers consider as an awesome Wi-Fi experience. Part 2 of the post iterates how the transportation and travel industry consider as an awesome Wi-Fi experience.  

Part 1 – Based on Passenger Expectations – How do we define an awesome passenger Wi-Fi experience?

Many passengers demand good connectivity when traveling. Good Wi-Fi connectivity helps commuters stay in touch with their loved ones, entertain themselves and get work done. In this article we entail the different factors on what we consider as an ‘awesome Wi-Fi experience’.

Defining Factors for an ‘awesome Wi-Fi experience’:

#1 – Should be free

Asking commuters on-the-go with different currencies in their pockets to pay for Wi-Fi service makes it a big hassle for them! It ruins customers experience when they have to log in through a captive portal, enter their card details and pay online on a connection they don’t fully trust.

#2 – Should be fast

Some businesses have a big sign that says ‘WiFi Available on-board’ but do not set standards quality of service. In a connected society, people get anxious when the Internet is slow. This can be largely frustrating experience for most commuters. Some buses and trains use multiple SIM cards to speed up their Wi-Fi service.

#3 – Should not have frequent disconnections

There two possible common situations that lead to frequent disconnections – when too many users are active simultaneously on the Wi-Fi network or the vehicle (bus, train or ferry) is going through a remote route where the telecom provider does not have enough infrastructure. Some travel and transportation companies use SIM cards from multiple mobile telecom operators to ensure that they can provide their customers seamless connectivity.

Note: At RebelRoam we provide our own cross-border connectivity Wi-Fi optimized SIM cards that can access networks from multiple telecom providers in different countries. This reduces disconnections and eliminates SIM card management hassle.

#4 – Quick Authentication

Some Wi-Fi networks ask for a page full of contact details from passengers who have already purchased a ticket from them.This may seem like a factor that matters lesser than the three mentioned before, but it’s not. Many passengers simply quit while trying to login when it takes more than two to three minutes to simply access to the network and get Internet. This can largely cause a lot of broken/unsatisfying experiences for end-users.

It should be as simple as entering the train or bus – clicking on the Wi-Fi network SSID and getting connected! Some companies like Elron railways in Estonia now offer this seamless service to authenticate users faster.

#5 – Content Restrictions

Some transportation and travel companies block the use videos streaming services. A large part of information and content that people access daily on the web is in video format. Blocking videos means censoring a large part of the Internet. Having content restrictions on anything besides pornography and ads can result in a negative experience for end-users.

#6 – Should be unlimited time/download

Imagine a transport company that says “Free Wi-Fi” in block letters and “for 20 minutes” or “for 200MB” per passenger when the actual journey is more than one hour. Having time or data quotas for passenger Wi-Fi is a terrible idea that could damage your brand’s reputation. Bus companies like Luxexpress now offer unlimited free passenger Wi-Fi without any limitations. This has helped them earn customer loyalty, increase ticket sales and repeat customers.

Click here to read part two of How do we define an awesome passenger Wi-Fi experience? – For Transport companies.