This week, Virgin Atlantic CEO Shai Weiss revealed the airline’s biggest customer experience investment in years. At a media event in London, Weiss made announcements on Starlink Wi-Fi roll out, an AI concierge in partnership with OpenAI partnership, electric air taxis with Joby Aviation, a refit, clubhouse investment, and more.

In a UK first, the airline will be introducing Starlink in-flight connectivity for secure, streaming quality Wi-Fi. By the end of 2027, this should be installed across the airline’s Boeing 787s, Airbus A350s, and A330neos. Virgin Atlantic will be offering this for free for Flying Club members in a push to develop a ‘home away from home’ experience in the aircraft. Siobhan Fitzpatrick, Chief Experience Officer, Virgin Atlantic, commented;

“We never stop innovating for our guests and today, in a first for any UK airline, we’ll soon have free, streaming quality, unlimited, fleet-wide Wi-Fi.  Together with Starlink, we are delighted to provide our guests with the best connectivity in the skies, further elevating our onboard experience. The new service allows our guests to create a home away from home experience, allowing customers to connect seamlessly, from the moment they board the aircraft, enjoying the same quality in the air as they do on the ground.”

Virgin Atlantic will also be the first European airline to integrate advanced voice mode through the Realtime API in partnership with OpenAI and Tomoro.ai. This will be pat of the newly designed mobile app offering hands-free assistance in any language. The app will also feature a range of new notifications that leverage new iOS and Android features to give passengers the best user experience.

The airline’s exclusive partnership with Joby, announced back in March, will also see fast, short-haul electric flights between airport hubs and cities across the UK. If regulatory and safety approvals are gained, the service is anticipated to launch before 2030.

Speaking on the announcements, Weiss, CEO, Virgin Atlantic, summarised:

“We are investing billions to fly the youngest fleet across the Atlantic; the first UK airline to have free, streaming quality, fleet-wide Wi-Fi; more premium cabins and a full retrofit of the 787 fleet; alongside a new app featuring the world of Virgin Atlantic in your pocket, all delivered by our amazing teams. The best is yet to come.”

 

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