SITA has partnered with easyJet to launch the SITA Agent App, a new mobile solution that allows ground staff to assist passengers anywhere in the terminal. This innovation removes the need for fixed desks, creating a faster, more flexible airport experience.
The collaboration began with a shared goal: to cut infrastructure costs while improving customer service. Over twelve months, both teams tested the app at Gatwick and four other UK airports. The results were impressive, showing how mobile operations could transform passenger handling.
During the trial, more than 1,000 ground crew members used the app. They printed over 40,000 boarding passes, checked in 30,000 passengers, and helped board over 5 million travellers. At Gatwick alone, crews assisted 1.4 million passengers and issued 17,000 boarding passes in eight months.
By freeing staff from fixed desks, the app made airport operations more agile. It also reduced training time and strengthened resilience during busy or disrupted periods.
Simon Cox, Director of Ground Operations at easyJet, said the tool gives staff the freedom to help passengers on the spot. This reduces queues, speeds up check-in, and offers a more personal service. He added that the app supports easyJet’s vision of a modern, customer-focused airport that makes smarter use of space and resources.
The SITA Agent App connects mobile devices directly to check-in, boarding, and bag-tagging systems. This shift away from static counters not only lowers infrastructure costs but also increases efficiency.
Ultimately, the project marks a major step toward more connected, responsive, and human-centred airport operations across easyJet’s 150-plus European network.
