JetBlue introduces vital technology to cut airport queues
JetBlue is partnering with 15below, the market-leading supplier of automated traveller communications, to automate and digitalise the collection of customer data to remove the need to collect paper forms at the airport.
On 12 January 2021, The Centers for Disease Control and Prevention in the USA (CDC) ordered all airlines carrying passengers internationally into the US to collect an attestation as proof of being fully vaccinated against, or having recovered from, COVID-19.
Since its introduction, there have been numerous updates to the CDC’s mandate, including the collection of Contact Tracing data, resulting in a five-page pdf document that must be completed and printed by every applicable passenger and validated by airport staff at check-in.
Collecting these paper forms at the airport and having to physically store them for two years for auditing requirements was causing huge delays and significant costs for JetBlue.
15below’s solution has automated the whole operation. The microsite can be accessed via three methods which are fully compliant with the CDC’s order. It is available in multiple languages, automatically updates bookings to verify the attestation has been collected and is stored on a 15below-hosted server allowing quick access to the data, which can be provided to the CDC within 24 hours if requested.
“Seeing the improvement in the airport experience at our international airports has confirmed to us that this was without a doubt the right thing to do for the well-being of our customers and our crewmembers, in addition to our environment by removing the need for paper.” says Carol Clement, JetBlue’s Chief Digital & Technology Officer.
Commenting on the industry-first solution, Nicholas Key, CEO at 15below says: “Since our partnership began in 2008, we’ve loved working with JetBlue because they’re so innovative and put the customer at the heart of everything they do. It’s vital that airlines create operational efficiencies that provide an optimal experience for both customers and staff and this project with JetBlue is the perfect example of how that works in practice.”
Within one week of going live, JetBlue saw 70% of all attestations completed via the microsite alone, significantly easing queues at the airport and offering passengers a vastly improved travel experience. Now, six months later, 100% of attestation and contact tracing data is collected via this online process and automated/online check-in has been restored.