JetBlue Goes Large on Self-Service Technology with 100s of SITA Kiosks in +50 Locations in the US and Caribbean

Under a three-year agreement, JetBlue has picked global IT provider SITA to support 531 check-in and automated passport control (APC) self-service kiosks at 56 locations in the USA and Caribbean. SITA will provide 24/7 remote and on-site service.

Seamless self-service technology is increasingly important to the passenger experience, with most passengers preferring to use automated services throughout the journey.

SITA Passenger Charts Infographic

SITA Passenger Charts Infographic

Service level agreements (SLAs) for end-to-end support of JetBlue’s kiosks, and the cost reduction benefits of its advanced remote management capabilities, were key to JetBlue awarding the contract to SITA.

• SITA offers airlines and airports end-to-end managed service including a combination of End User Computing which offers advanced real-time monitoring, with field engineers on-site at airports around the world.
• Multi-lingual SITA industry specialists can reach end users at 400 airports (including airside) and outstations in more than 190 countries and territories.
• SITA’s central management platform offers global real-time status of devices including desktop PCs, thin clients, laptops, kiosks, monitors, bag tag and other printers.

“JetBlue is renowned for the high quality of service it provides to its 35 million customers and with the move to passengers using more self-service technology, it is important that this service excellence is guaranteed at every touchpoint. We at SITA recognise this and are providing proactive management of JetBlue’s kiosks so the airline’s passengers have them available for use at all times,” said Randy Pizzi, SITA President, Americas.

Eash Sundaram, Chief Information Officer, JetBlue, said of the new contract:

“Over the past number of years we have worked with SITA and become familiar with its expert global service provision for airlines and airports. Our kiosks, used by our customers for check-in and fast immigration processing, must be up and running at all times. SITA’s round-the-clock support will ensure that any problems can be identified and resolved faster than they were before, minimising impact on service to our customers.”