By John Verghese
A delayed flight can often be forgiven. A broken entertainment screen? Not always.
In the aviation industry, inflight entertainment is no longer just a nice extra. For many passengers, it is part of the overall travel experience and part of what they expect when they step onboard an aircraft.
This is especially true in the GCC, where long-haul travel is common and competition between airlines is strong. For Gulf carriers, the cabin experience can be just as important as the route network or ticket price. Skytrax’s 2025 awards highlighted this when Cathay Pacific won World’s Best Inflight Entertainment, recognising the importance of content quality, reliability, and ease of use.
Passengers notice the details. A clear screen, reliable Wi-Fi, and content that is easy to find can make a journey feel smoother and more enjoyable.
Research supports this. Studies on inflight entertainment and connectivity show that travellers care not only about films and music, but also about how easy the system is to use and whether it works properly. Analytics firm J.D. Power’s 2026 North America Airline Satisfaction Study found that overall satisfaction increased despite delays, cancellations, and rising fares, suggesting that airlines can still build trust when the onboard experience feels worthwhile.
The reason is simple. Entertainment helps turn waiting into passing time. It gives passengers something to watch, listen to, or engage with during a long journey. When a screen freezes or a system fails, frustration can quickly outweigh the inconvenience of a delay that passengers know is outside the airline’s control.
India tells a similar story. KPMG’s India CX Report 2025 found that domestic travellers increasingly expect entertainment services and digital experiences that match international standards. As passenger numbers continue to grow, airlines are being judged not only on fares but also on the quality of the journey itself.
A small detail with a big impact
Across the GCC, North America, and India, the message is clear. Inflight entertainment is not simply about keeping passengers occupied. It helps reduce frustration, improve satisfaction, and create a sense that the airline values its customers’ time and comfort.
A working screen may seem like a small detail, but it can make a big difference. Good entertainment and working Wi-Fi help passengers enjoy the journey. When they fail, the whole flight can feel less enjoyable.
Sometimes, the difference between a memorable flight and an ordinary one comes down to the small details. Inflight entertainment is one of them.
-John Verghese is a senior communications, content strategy professional & former editor at Gulf Times, Qatar. He can be reached at jverghese30@yahoo.com
