"If I could have done this change earlier, I certainly would have, because we're proud of a lot of things, but we do think that our customers deserve a better Wi-Fi experience than the one they have today," Jojo told me when I asked why the company is changing providers now.
"If we went free with what we had, we were going to enable a worse experience than what we had with the paid option, because the paid was just enough friction - $8 for a [MileagePlus] member - to say 'I'm going to be really intentional about connecting,'" she said. "We know the architecture and the setup today is not going to be good enough."
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