Keeping business aviation connected everywhere, all the time

Satcom Direct, SD, is founded on problem-solving for the business aviation sector. Since its inception more than a quarter of a century ago, the global corporation has generated numerous firsts with laser-focused development on creating connectivity solutions purpose-built for the particular requirements of the aviation traveller.

Initially optimizing a portfolio of products from diverse suppliers and bundling them into an offering that delivered aggregated billing and a highly experienced customer support team, today, the SD portfolio provides an eco-system of software, hardware, ground infrastructure and expert customer service. The aim? To simplify connectivity access, acquisition, and management.

In the SD universe, the customer is the fulcrum from which everything else originates. “We are an extremely customer-centric business,” says Chris Moore, Satcom Direct's President. “This extends beyond just providing a communications service. We develop products that make our customers’ aviation experience the best. Our software enhances operations management; our agnostic approach allows us to maximize integration with third-party suppliers, and our international outlook ensures we deliver genuine global connectivity that ensures time in the air is as productive as it is on the ground.”

SD operates a busy flight department which informs product and service development. “In conjunction with our customer advisory board, Connecting with Customers events, and operations, we have fertile ground to originate new and relevant concepts. This has helped us strategically transition the company from a service provider to a product innovator and industry leader,” says Moore.

This is best exemplified in the Satcom Direct Plane Simple® antenna hardware series, which heralded SD’s repositioning as a single-source provider of end-to-end connectivity solutions for business jet and government operators worldwide. 

It took just two years from the launch announcement to the commercial introduction of the first SD Plane Simple tail-mount antenna, one of the most efficient antenna roll-outs in aviation history.  Powered by the multi-layered, high-throughput Intelsat FlexExec network, also the first airtime service dedicated to business aviation, the Ku-band antenna transmitted more than 10,000 hours of data in its first year.

The second terminal in the series, the Ka-band tail-mount variant, received DO-160 approval at the end of 2023. For customers, it will immediately connect with existing Viasat GX satellites, which power the Inmarsat Jet ConneX service. It will also be compatible with next-generation GX satellites, each delivering more capacity than the existing GX satellites. These upcoming satellites transmit dual-polarity signals, which doubles the amount of data being transmitted and received. The SD Plane Simple® Ka-band terminal is the first in the business aviation sector to optimize this technology successfully. It also means passengers can do so much more, including real-time video conferencing, streaming of high-definition TV and watching live sports events on the fly.

“The Ka-band approval represents another significant milestone in our journey,” adds Moore. “We designed our antennas to protect the owners’ investment by delivering reliable, genuinely global coverage, supported by future-proofed technology that adapts to the evolving connectivity landscape. Owners can be confident that their multi-million-dollar asset has the most advanced connectivity system, which will not become obsolete within a few years.” 

In the summer of this year, SD will begin flight validation for a scalable Electronically Steered Antenna, ESA, the third antenna in the Plane Simple series. This will be a game-changer for the industry, enabling powerful broadband access for smaller aircraft that have traditionally been limited on connectivity options. While tail-mount antenna gimbal and look at the satellite constellation they connect with, ESA technology uses computer technology to steer the direction of where the flat panel transmits and receives from. The emergence of the low earth orbit, LEO, constellations means that the flat panel antennas, which traditionally required lots of power to communicate with far-reaching networks, can now talk with the satellites orbiting closer to the earth. The smaller size and lower power requirements open a plethora of new options for Phenom-size airframes. 

SD is helping customers navigate an increasingly diverse connectivity landscape. New antenna types and formats from an ever-increasing number of manufacturers linking with a burgeoning number of satellite networks reflect growing demand and cause confusion.  “We know that the appetite for applications driven by data is growing, and we understand that being up in the air is no reason not to be connected. It is clear to us that our customers expect high productivity, information, and entertainment during every flight,” says Moore. “We also know that speed may seem the most important element, but we recognize consistency, reliability, and true uninterrupted connectivity access is what counts. This is why we consult with our customers to be sure they receive the service they need, not the one they think they want.” Close consultancy is essential to understand usage, routes, passenger numbers, and mission requirements and how that affects connectivity selection.

Conversely, as more new constellations come online, data demand heightens, customer expectations grow, and airframes generate more data, so connectivity companies must be able to modify their offering. SD is already positioned to support a dual dissimilar offering. Two different types of satellite connectivity are equipped to a single airframe, which increases the amount of data transmitted, and thus bandwidth available. This is particularly important in areas with high demand for data transmission. The dual dissimilar service leverages the best aspects of each network and delivers full redundancy to ensure uninterrupted connectivity. This enhances digital communications, aircraft performance monitoring, and crew operations support for avionics and cabin WiFi. 

Moore anticipates that the multi-orbit offering will become the norm and enable SD customers to harness the different frequencies and orbits. “It’s essential that owners install the solution that best fits their needs. It’s easy to be swayed by price or quick-fix solutions. Yet, the reality is when you want to make an important call, send an essential email, or watch the final moments of that major game; a customized solution will ensure consistent connectivity wherever you are in the world.”

Making the connection is just one piece of the puzzle, states Moore, adding that SD offers a rich connectivity portfolio that supports the customer experience. The company provides a three-tier cybersecurity offering, which begins with a basic onsite audit for customers and, at the highest level, creates a virtual private network ensuring aircraft connectivity never touches the public internet. “It’s a matter of when a cyber event will happen, not if, so we give our customers the tools to evaluate and mitigate risk in conjunction with our technology and cyber experts.” In 2023, the cost of a cyber data breach averaged around US$4.45 million, which doesn’t include reputational damage. Alarmingly, the average time to detect a violation was nearly four months, so SD continues developing robust solutions to mitigate the risk.

Education is also crucial, and SD has devised a comprehensive training curriculum that helps educate all stakeholders that touch connectivity, from flight attendants and crew to aerospace IT professionals seeking certified courses. Moore explains, “In our experience, it’s often not the tech that is the problem, but those using it who are not familiar with how to troubleshoot unexpected changes in connectivity. We have invested heavily in developing an unbeatable award-winning customer support team.”  The customer service professionals are situated at global locations, operate in multiple languages, are available 24/7/365/ globally, and are a service that SD customers value. “We even have owners with an active interest in the technology, so invite our entry-into-service team to fly with them to showcase all aspects of the system.  One on-wing flight ended up replicating a Coldplay concert at 45,000 feet with mood lighting and full HD streaming.  We’re giving customers the ability to emulate their terrestrial life in the air. It’s a compelling proposition.”