JetBlue explores e-tags and pioneering partnerships to help create a seamless travel experience


JetBlue exploring permanent electronic bag tags-1
The new-look T5 at JFK International Airport features 70 self-service check-in and self-tagging kiosks, plus 12 bag drop locations and redesigned ‘Mint’ and ‘Mosaic’ check-in areas.

Following the opening of the new-look self-service check-in hall at JFK International Airport’s T5 earlier this month, JetBlue Airways has revealed to FTE that it is trialling electronic bag tags and is open to exploring a number of unique partnerships as its seeks to redefine the air travel experience.

The upgraded T5 check-in hall at JFK International Airport features 70 self-service check-in kiosks with self-tagging capabilities, 12 bag drop locations, plus roving, hospitality-trained customer service agents. As JetBlue’s Joanna Geraghty, Executive Vice President, Customer Experience, told FTE, the combination of self-service and customer service will help to remove queues. This will result in savings both in terms of the time it takes to check-in and the amount of emotional energy spent by passengers during the check-in and bag drop process.

“The hope is that they spend very little time at the front of the house in the check-in area, and the time they do spend there, we’ll have crewmembers engaging them in meaningful ways…asking them if they need help or directions. It is ultimately a very seamless experience that’s hassle free,” Geraghty stated.

JetBlue trialling electronic bag tags

Plans are in place to roll out this self-service check-in hall concept to other focus cities, namely Boston, Fort Lauderdale, San Juan, Orlando and Long Beach. However, JetBlue’s plans to simplify and speed-up the check-in process don’t end there. Geraghty explained that the carrier is actively exploring the impact that permanent electronic bag tags could have on the passenger experience.

JetBlue exploring permanent electronic bag tags
JetBlue’s passengers can already print their own bag tags at self-service kiosks, but they may soon be able to make use of electronic and home-printed bag tags.

“We have an ongoing project with regards to permanent bag tags with an international carrier that we’re partnering with,” she said. “That trial is going really well. We think this space for permanent electronic bag tags will work well for very frequent customers…but it’s also exciting trying to figure out how you would roll this out to the general population. That’s the next big question that we have. We definitely think there’s an application for our high frequency customers, though.”

Geraghty also said JetBlue is examining home-printed bag tags, although she added: “We’re trying to figure out that next big jump beyond just printing bag tags at home because most people probably aren’t going to have printers in five years.”

The future role of Uber, Lyft, FedEx and co.

Further highlighting JetBlue’s pioneering mindset, Geraghty told FTE that technology companies from outside of the immediate air transport industry could well have an important role to play in creating a more seamless end-to-end journey. Name-dropping the likes of Uber, Lyft and FedEx, she explained that such companies could help “customers take some of the day-of-travel burdens off of their plate, and pull forward the whole check-in process and baggage process”.

Possibilities in this space will be explored further at Future Travel Experience Global 2016 (7-9 September, Las Vegas), where JetBlue’s EVP Innovation & CIO, and Chair of JetBlue Technology Ventures, Eash Sundaram, and Uber’s Product Lead, Russell Dicker, will both deliver keynote addresses.

Upon the launch of JetBlue Technology Ventures earlier this year, the New York-based airline said it wouldn’t limit its thinking to traditional airline operations, as it seeks new ways in which it can improve the air travel experience. Geraghty’s comments highlight the fact that JetBlue is staying true to its word.


Southwest, GTAA, Air Canada and Avinor help to drive baggage transformation as part of FTE Baggage Innovation Working Group


As part of our efforts to help the industry redefine the baggage experience, Future Travel Experience recently launched the FTE Baggage Innovation Working Group (BIWG), delivered with the support of our Strategic Partners AirPortr and BagsID Network.

The first round of online meetings, which took place in September, brought together hundreds of industry stakeholders who participated in highly engaging discussions around topics including advancing off-airport baggage collection, check-in and delivery; simplifying baggage infrastructure and processes at the airport; unlocking opportunities presented by modern baggage messaging; and creating new commercial models for new baggage approaches. The forward-thinking groups were led by expert Captains from companies including Greater Toronto Airports Authority, Air Canada, Avinor and Southwest Airlines, with the support of FTE’s Head of Baggage Transformation, Andrew Price. The full recordings are available to watch here.

The next BIWG online meeting will take place on 3 November and this will be followed by the first in-person meeting, which will be hosted in Las Vegas on 7 December, co-located with FTE Global 2021. The Working Group will then continue its work into 2022 and beyond.

Visit the FTE Baggage Innovation Working Group page >>   

Tags


Comments

Comments are closed.