Aviation EAM Desk

Day-one focus · 30–60 days

Post-sales EAM · brief day-one

Activate tails. Defend love.

P1 contracted→equipped airline logos · P2 rollout CX on live fleets · P3 price-risk bizav/charter · weekly: net equipped tails & % activated.

Capture inside aviation connectivity (IFC cabin/ops) vs other satcom, ATG/DAS, gate Wi‑Fi / Boingo-class aggregators — not aviation spend alone.

Net equipped tails
TBD

Portfolio weekly Δ — not logo count

% contracted activated
TBD

Equipped ÷ contracted in book

Company equipped / contracted
3.8k / ~12k

~32% backlog activated (Q3 2026)

Aviation revenue $
TBD

Inside Ent & Gov $2.13B; not broken out

Activation funnel

Contracted ≠ equipped ≠ adopted. Track stage counts weekly — portfolio values TBD.

Issue tree A1 · B2

  1. 1. Contracted

    TBD

    MSA live; tails tagged

  2. 2. STC ready

    TBD

    Type / region cert clear

  3. 3. In slot

    TBD

    MRO / heavy-check booked

  4. 4. Equipped

    TBD

    Flying product installed

  5. 5. Paying / adopting

    TBD

    Activated + CX green

Priority contacts

Contact map per logo: economic buyer, IFC lead, MRO slot owner, loyalty/telecom partner, dealer PM. Placeholders until book is tagged.

2 add-value · 2 prevent-loss

Add valueContracted → equipped · expand tails

  • Placeholder Airline — contracted backlog

    TBD — IFC program lead + MRO slot owner

    Program + install delivery

    contractedA1 · B2

    Contracted-but-not-equipped logo: activation is the vertical growth engine (A1).

    Next: Weekly activation standup — tails, slots, STC/kit blockers

  • Placeholder Airline — fleet expand

    TBD — CCO / CX + loyalty / telecom partner

    Economic buyer + free-Wi‑Fi partner

    equippedA2 · A3

    Expand remaining mainline/regional metal and free-Wi‑Fi sponsorship attach (A2 / A3).

    Next: Map remaining tails + partner CX success criteria

Prevent lossRollout CX · price-risk bizav

  • Placeholder Airline — rollout CX

    TBD — Cabin product / CX + Aviation Ops / NOC loop

    CX owner

    adoptingB3 · B5

    Installed fleet in rollout (~Alaska-class pace risk): prevent under-adoption & reputation spillover (B3 / B5).

    Next: Flight-reliability + passenger NPS loop; outage escalation path

  • Placeholder BizAv — 2026 plan shock

    TBD — Owner / flight dept + authorized dealer PM

    Economic buyer + dealer PM

    at-riskB1

    High-ARPU bizav hit by mid-2026 plan resets; churn / pause-install risk (B1).

    Next: Retention war-room call; plan architecture feedback via dealer

Day-one pyramid focus

Priority order from the research brief §8. Highlighted = first 30–60 days.

Focus now: P1 · P2 · P3

  1. P1

    Airlines — contracted → equipped

    Focus

    Largest $ and CX risk. Backlog math (~12k vs ~3.8k company) — EAM owns MSA → flying product.

    Stages: contracted · installing

    Tails TBDRev TBD
  2. P2

    Airlines — installed / rollout CX

    Focus

    Live fleets (e.g. Alaska ~40% equipped late Oct 2026 — third-party pace). Defend B3/B5; enable telecom free-Wi‑Fi partners.

    Stages: equipped · adopting

    Tails TBDRev TBD
  3. P3

    Bizav / charter — high-ARPU book

    Focus

    Defend price-shock churn; dealers as force multiplier; watch dual-source (e.g. NetJets/Flexjet + Gogo).

    Stages: equipped · at-risk

    Tails TBDRev TBD
  4. P4

    MROs / dealers — install capacity

    Slot brokerage unlocks A1/A5; capacity bottleneck = EAM risk and opportunity.

    Stages: installing

    Tails TBDRev TBD
  5. P5

    OEM / completion centers

    Longer cycle; plant linefit + VIP completion standards (Priority 4).

    Stages: contracted

    Tails TBDRev TBD
  6. P6

    Gov / special missions

    Longer cycle; Starshield adjacency TBD for aviation EAM.

    Stages: contracted

    Tails TBDRev TBD

Risk radar

Top risks from brief: airlines behind install pace, bizav price-shock, support/STC escalations, competitive dual-source.

AccountTypeSeveritySignalCompetitive pressureOwner action

Placeholder Airline — behind install pace

Airlines · pace-risk · installing

pace-riskHighBehind stated install cadence; contracted backlog aging into shelfware (B2)Incumbent IFC still on part of fleet; hybrid keep-competitor risk (B4)Weekly activation standup; dealer/MRO slot brokerage

Placeholder BizAv — plan-price shock

Bizav · price-risk · at-risk

price-riskHigh2026 plan hikes (e.g. Global Unlimited list reset); install pause / cancel language in trade pressGogo Galileo / OneWeb, Viasat, Satcom Direct lineage rip-and-replaceExecutive retention outreach; grandfathering / plan options TBD

Placeholder Airline — rollout CX

Airlines · support / CX risk · adopting

support-riskMediumIntermittent “Starlink advertised but not working” flight reports; NPS TBDPassenger expectation set by free high-speed Wi‑Fi peersInstall-quality + NOC loop; reachable human escalation brand

Placeholder Fractional / charter — dual-source

Charter · competitive-risk · equipped

competitive-riskWatchPartial fleet Starlink while retaining alternate IFC on other metalKeep-Gogo / multi-orbit dual-source dynamicsUtilization proof on Starlink tails; displacement watch

Competitive context

Brief market frame: IFC/satcom core vs ATG, gate/hangar Wi‑Fi, Boingo-class aggregators, and status-quo unconnected fleets — airport Wi‑Fi is TAM-adjacent, not cruise IFC.

  • Other satcom / IFC

    Viasat, Intelsat, Panasonic, Collins, SES; bizav Gogo/OneWeb…

  • ATG / airborne cellular

    Partial overland substitute / hybrid

  • Gate / hangar Wi‑Fi

    Pre/post-flight only — not cruise IFC

  • Airport aggregators

    Boingo-class; TAM-adjacent

  • No internet (status quo)

    Still large for GA / some LCC / APAC