News

JetBlue Airways unveils self-serve apps

February 5, 2004

NEW YORK, N.Y. -- JetBlue Airways, working with IBM Corp. and Antenna Design, is unveiling a new self-service program designed to enhance the traveling experience for its customers.

According to a news release, newly designed self-service kiosks will be a critical part of the program allowing customers to check in, select or change their seat assignments and obtain boarding passes.

To kick off the program JetBlue is deploying 150 self-service kiosks nationwide, starting with JFK International Airport this week. The JetBlue program is intended to offer travelers added convenience and will create a unique experience tailored to the JetBlue brand.

IBM and its Business Consulting Services group developed the program, including manufacturing, and then integrating all of the self service software and hardware with the airline's systems.

IBM worked with JetBlue to customize the systems to reflect the airline's unique branding and personality. To accomplish this, IBM conducted customer focus groups, analyzed passenger traffic flow and developed environmental impact reviews.

JetBlue and IBM also worked with Antenna Design of New York. Antenna analyzed the transaction flow, created optimum information architecture, designed the graphical user interface and gave the enclosure a welcoming human-like gesture, the release said.