On the latest episode of Gent’s Talk, we welcomed Norman Haughton, Director of In-flight Entertainment and Connectivity at Air Canada, to talk about the future of travel tech—and more specifically, how Air Canada is transforming the on board customer experience with the introduction of fast, free Wi-Fi for Aeroplan members across North America and sun destinations.
From below the wing to behind the screens
Norman has been with Air Canada for 15-years, having started his journey as a station attendant and steadily worked his way up to lead one of the most pivotal departments in modern travel. Now, as the man behind the screens and signals in the sky, he leads the team responsible for curating the in-flight digital experience, from seatback entertainment to satellite-powered streaming.
Fast, free wi-fi at 30,000-feet
So, what’s new? If you’ve flown with Air Canada recently, you may have noticed that you can now connect to streaming quality Wi-Fi—without paying a cent. Norman explains that Aeroplan members flying within North America (including Mexico and the Caribbean) now have access to complimentary high-speed internet, making it easier than ever to work, stream, or stay connected at 30,000-feet. “If you’re entering your seat number and last name, and you’re on a qualifying flight, boom—you’re connected,” Norman shares. Aeroplan members must append their Aeroplan number to the booking by the time they check-in for their flight for access to be granted.
“Let us entertain you”
But it’s more than just bandwidth. As Norman puts it, “Let us entertain you.” Air Canada’s in-flight entertainment suite is one of the largest in the sky, with over 1,000 movies, 3,500+ TV episodes, and more than 700 hours of audio content. From Hollywood blockbusters to homegrown Canadian series (yes, including episodes of Gent’s Talk), the offering is thoughtfully curated based on passenger demand and regional travel routes. In some cases, even the selection of content will shift depending on where the flight is headed—a subtle but strategic move to ensure cultural relevance and guest satisfaction.
A data-driven, customer-first strategy
We also touched on how Air Canada plans its content strategy, with Norman offering a behind-the-scenes glimpse into the data science, engagement metrics, and cross-departmental collaboration that keeps everything running. “We treat it like a living organism,” he says. “You feed it monthly, you analyze it constantly, and you update it so that it stays fresh and relevant.”
Creating a seamless in-flight journey
And while in-flight entertainment and Wi-Fi might seem like creature comforts to some, Norman emphasizes their greater purpose: creating a seamless, mindless (in the best way) journey. “We want you to feel like the cabin was designed just for you,” he says. “From the moment you take your seat to the time you land, it should feel effortless.”
What’s next?
What’s next in the sky for Air Canada? Norman teased a few developments in the pipeline, including better connectivity on international routes, an expansion of personalized content, and more snackable, short-form video offerings to match the way customers are engaging with media today. “2026 is going to be interesting,” he adds with a smile.
Ultimately, our conversation was a reminder of how much innovation is happening just above our heads. Whether it’s streaming Gent’s Talk on your seatback screen or emailing from 30,000-feet, Air Canada is quietly redefining the standard for what it means to fly.
Where to Watch Gent’s Talk, season 11 episode 156 with Norman Haughton?
The Gent’s Talk podcast is powered by STAMINA Group. Season 11, episode 156 is now available to stream on all podcast platforms including, YouTube, Spotify, Apple iTunes/Podcasts, Goodpods, iHeartRadio, Audible, Amazon Music and Google Podcasts! Seasons 1-10 are on board Air Canada flights via the in-flight entertainment system, with limitations on select aircraft types. Please make sure to like, follow and subscribe. Your continued support throughout this journey is greatly appreciated.
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Originally published in June 23rd, 2025.
