Case Study: JetBlue achieves a frictionless, automated passenger experience and dramatically reduced lobby queues with SITA

JetBlue - Customer Case Study

JetBlue, a service-focused airline operating roughly 220 aircraft and serving about 40 million customers, was scaling self-service innovations—Auto Check In, self‑tagging and widespread kiosks—to make the airport experience more personal and frictionless. To ensure those touchpoints stayed available and passenger flow wasn’t disrupted, JetBlue selected SITA to support its check‑in and automated passport control infrastructure, including over 530 kiosks across 56 U.S. and Caribbean locations.

SITA implemented 24/7 remote and on‑site maintenance with tight service‑level agreements for end‑to‑end kiosk support, enabling faster fault identification and resolution and higher device uptime. By providing continuous support for the 530+ kiosks, SITA helped minimize lobby queuing and service disruption, ensuring JetBlue’s self‑service programs reliably deliver a smoother customer and crewmember experience.

JetBlue

Eash Sundaram

EVP Innovation, Chief Digital & Technology Officer