SITA today announced that JetBlue has selected the global IT provider to support 531 check-in and automated passport control (APC) self-service kiosks across 56 locations in the USA and Caribbean.
This three-year agreement will see SITA, the air transport industry expert, provide 24/7 remote and on-site service of JetBlue’s devices ensuring maximum up-time and the highest levels of passenger service across current and new destinations.
Eash Sundaram, Chief Information Officer, JetBlue, said: “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, minimizing impact on service to our customers.”
Service quality is key in the airline industry and SITA’s contract with JetBlue includes tight service level agreements (SLAs) for the end-to-end support of the kiosks. SITA matched JetBlue cost reduction objectives by seamlessly combining its advanced remote management capabilities with field engineers available at airport locations.
Randy Pizzi, SITA President, Americas, said: “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 recognize this and are providing proactive management of JetBlue’s kiosks so the airline’s passengers have them available for use at all times.”
SITA End User Computing offers airlines and airports an end-to-end managed service. It combines both advanced real-time monitoring technology with a global footprint of field engineers at airports. SITA’s central management platform manages devices including desktop PCs, thin clients, laptops, kiosks, monitors, bag tag and other printers, with real-time status all over the globe.
SITA’s dedicated multilingual operations team provides monitoring and support 24/7, ensuring global business continuity through a flexible service model. This ensures operational agility, accessibility and continuity – anytime, anywhere. With its truly global presence, SITA industry specialists can reach end users at 400 airports (including airside) and outstations in more than 190 countries and territories to offer a seamless end-user experience.