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SITA and easyJet Launch Mobile App to Enhance Airport Services

SITA and easyJet Introduce Mobile App to Revolutionize Airport Services
SITA has collaborated with easyJet to launch the SITA Agent App, a mobile solution designed to empower ground staff to assist passengers anywhere within the terminal. This innovation eliminates the reliance on fixed desks, enabling a faster and more flexible airport experience. The partnership was driven by a shared objective to reduce infrastructure costs while simultaneously enhancing customer service.
Successful Trials Demonstrate Operational Benefits
Over a twelve-month period, the app was rigorously tested at Gatwick Airport and four additional UK airports. The trial involved more than 1,000 ground crew members who utilized the app to print over 40,000 boarding passes, check in 30,000 passengers, and facilitate the boarding of more than 5 million travellers. At Gatwick alone, staff assisted 1.4 million passengers and issued 17,000 boarding passes within eight months. By liberating staff from fixed counters, the app introduced greater agility into airport operations, reduced training time, and bolstered resilience during peak or disrupted periods.
Simon Cox, Director of Ground Operations at easyJet, emphasized that the app grants staff the flexibility to assist passengers immediately, thereby reducing queues, accelerating check-in processes, and delivering a more personalised service. He noted that the app aligns with easyJet’s vision of a modern, customer-centric airport that optimises space and resources more intelligently.
Advancing Connected and Efficient Airport Operations
The SITA Agent App integrates mobile devices directly with check-in, boarding, and bag-tagging systems. This transition away from static counters not only lowers infrastructure expenses but also enhances operational efficiency. The initiative represents a significant advancement toward more connected, responsive, and human-centred airport operations across easyJet’s network of over 150 European destinations.

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