Originally Posted by
drewbles
I don't know if they ever said it was going to be free. If it's free, you can't complain. If it's a paid service, then yes. It's like a/c in the USA that are getting wifi. It's not a sure thing, you just may happen to be on an a/c that has it (like the QF 767 that had the microcell for in-flight SMS a while ago, that also amounted to zipola).
Even if it is free, you're still under-delivering on people's expectations, which only serves to annoy your customer base. Just like with F on A380, they don't have to provide the product because that's not what you've bought, but it is what people (quite reasonably) expect.