A few years ago, free in-flight Wi-Fi was a differentiator. Today, it’s table stakes.
When American Airlines recently announced free Wi-Fi, it followed a clear industry pattern already set by carriers like Delta, JetBlue, and others. What was once a premium perk has become an expectation. Charging passengers to stay connected no longer feels competitive, it feels dated.
And that’s exactly how customer experience evolves.
Once every airline offers the same core features, the industry leaders will lead from the front, once again finding their next competitive edge in customer experience and operational efficiency.
As seats, routes, and onboard products continue to converge, airlines are being forced to compete on something harder to replicate: trust.
Trust isn’t built when everything goes right. It’s built in the moments when something goes wrong.
Lost & Found is one of those moments, and it’s one of the most emotionally charged experiences in travel. Luggage, phones, wallets, jewelry, medications, sentimental items, and so much more. When something important goes missing, passengers remember exactly how they were treated.
Done right, Lost & Found becomes fast, transparent, efficient, and magical. Done right, the upside is massive. Done wrong, it erodes trust faster than a canceled flight.
Modern Lost & Found doesn’t need more staff or more inboxes. It needs Boomerang’s robust AI-powered platform, built to make recovering a lost item a magical experience for all involved.
“Hundreds of organizations across the world are already on Boomerang, and the results are clear,” says Skyler Logsdon, CEO of Boomerang. “Items are being returned faster and more accurately, with far less effort from staff. That efficiency earns trust, and trust drives loyalty. In 2026, the proof is impossible to ignore.”
Airlines everywhere are being asked to do more with less. Volumes are rising. Expectations are higher. Differentiation is harder.
Free Wi-Fi keeps passengers connected. A magical Lost & Found experience keeps them loyal.
#FoundOnBoomerang
Skyler Logsdon
CEO, Boomerang
