Sita on Oct. 11, announced that JetBlue has selected the IT provider to support 531 check-in and automated passport control (APC) self-service kiosks across 56 locations in the U.S. and Caribbean.
This three-year agreement will see Sita, 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.”
