easyJet has reduced costs and improved passenger processing at Gatwick with the Ground Crew App, known as the ‘Agent App’ by SITA. The mobile solution allows ground crew to check in and assist passengers anywhere in the terminal, removing the need for fixed desks.
Developed in collaboration with SITA, the app puts the full functionality of a check-in desk directly into the hands of every ground crew member.
The Challenge:
For years, airport operations have relied on a static model: fixed desks, stationary computers, and rigid legacy systems. Ground crew were tied to these stations, limiting how they could support passengers.
But airport operations are dynamic. Flights change, queues move, and disruptions require staff to respond quickly. At the same time, passengers move through the terminal and expect a fast, flexible service wherever they are.
easyJet needed a smarter way to process passengers, one that wasn’t tied to physical desks or outdated tools. The airline set out to simplify processing, reduce infrastructure costs, and give ground crew the freedom to assist passengers face to face anywhere in the terminal.
The Solution:
The Ground Crew App gives easyJet ground crew a mobile way to manage passenger processing at the terminal, cutting training time from five days to just a few hours.
Also known as the SITA Agent App, the solution was co-designed with ground crew, handlers, operations teams, and SITA so it supports how airport teams actually work.
With the app, ground crew can check in customers, complete document checks, update passport details, access live flight data, print boarding passes on the move using the SITA FlexBox, and board passengers anywhere in the terminal. SITA - Internal Use
Because these functions are available on a mobile device, ground crew can assist passengers wherever they are and keep operations moving even if traditional check-in or boarding systems are unavailable.
The Results:
The Ground Crew App improved operations, passenger experience, and staff satisfaction across easyJet’s network. At Gatwick, the app delivered faster queue management, improved passenger flow and greater operational responsiveness.
Reduced infrastructure needs let easyJet make better use of airport space and lower overall costs, while greater ground crew mobility gives staff the freedom to support passengers at check-in, bag drop, or directly at the gate. This flexibility improves punctuality, operational efficiency, and overall service quality.
Passengers benefit from shorter queues, faster boarding, and more personal attention from ground crew who can move with them through the terminal, improving satisfaction.
The success of the Ground Crew App also sets a blueprint for the future, showing how co-innovation can transform airport operations and redefine the passenger experience.
“Developed in partnership with SITA, the app is a strong example of how we are driving innovation together, putting both ground crew and customers at the heart of everything we do, SITA - Internal Use and aligning with our vision of a modern, customer-centric airport. It’s a game changer!”
Looking Ahead:
The app is already live in multiple airports, with a wider rollout in progress. easyJet and SITA continue to work side by side, making sure the solution evolves with operational demands.
Phase 2 development is underway, with new functionality, expanded use cases, and wider deployment planned through 2026. The goal is to bring the app to 50 airports by the end of the year, working with airport partners and handling teams on joint digital initiatives.
Beyond operational improvements, easyJet and SITA are setting a blueprint for the future of passenger processing, showing how co-innovation can transform airport operations and how passengers experience travel.