What do charter clients complain most about?
It’s not the food, the décor, the size of the bedrooms or the staff. A recent survey by Voyager IP revealed that the top client charter complaint is the lack of a fast internet (VSat) connection.
Tripp Hock, captain of the MY Amore Mio said, “It’s an absolute necessity to have good, stable, fast internet on board. While many other issues relating to the operation of a yacht can go unnoticed by the guests, there is no way to hide a frustratingly slow VSat connection at sea.”
The captains were also asked if the availability of a fast internet connection is now more important than ever before, in terms of securing client charters. Tripp Hock responded, “Absolutely, and the primary reason for this is the shift in TV content delivery. Those yachts which are not using a stable and reliable Ka VSat service are going to be impacted as guests continue the move from satellite TV to streaming content.”
All those surveyed rated reliability as the most important aspect of their Ka VSat service from Voyager IP. Sergey Nikiforov, captain of the Galactica Plus commented, “Aside from social media and entertainment, our clients demand frequent access to business and financial news. Our internet connection must be stable and reliable, with upload and download speeds comparable to on-shore providers, and backed up by great support whenever we need it. “
Ka technology differs from the traditional Ku band satellite internet in that instead of a large ‘footprint’, it uses multiple spot beams to provide overlapping coverage. Voyager IP, partnered with Telenor, offers the Ka service with lower bandwidth costs than those of the Ku and C band service currently on the market.
Nick Allen is the fleet manager for Rix Shipping, operators of crew transfer vessels to the offshore industry. He commented, “While not always the first concern, clients expect proper communications when they have a vessel on contract and they assume this will be like a shore side connection. Therefore, it is important to have a service in place that meets that expectation.”
Tripp Hock added “In more than three years with Voyager IP as my VSat service provider of choice, I can both recommend to others and take comfort myself that my guests’ data appetites will be satisfied!”