SITA (a Platinum Sponsor of APEX FTE Asia Expo, Singapore, 11-12 November 2025), working hand in hand with easyJet, has reimagined how airports can serve passengers with the launch of the SITA Agent App, a mobile tool that frees ground crew from fixed desks and allows them to assist passengers anywhere in the terminal.
The collaboration began with a simple challenge: to create more flexibility that reduces the cost of using airport infrastructure, all while improving the passenger experience. Over 12 months of innovation and cooperation, SITA and easyJet trialled the app at London Gatwick and across four other UK airports, proving its potential to reshape ground operations. Following that success, the airline plans to roll the solution out across key airports in its entire network of 150+ airports in Europe.
More than 1,000 ground crew members were enrolled during the trial, printing over 40,000 boarding passes, checking in more than 30,000 passengers, and boarding more than five million travellers. At London Gatwick alone, ground crew boarded over 1.4 million passengers and issued 17,000 boarding passes in just eight months. All of this has become much more agile thanks to the removal of physical constraints, as ground crew are no longer tied to fixed desks and are not limited by the number or location of the desks. The app has significantly streamlined training for new staff and can be a strong resiliency tool for maintaining airport operations.
“The SITA Agent App gives our ground operational teams the freedom to assist customers on the spot helping reducing queues, speeding up check-in, and delivering a more personal, efficient experience,” said Simon Cox, Director of Ground Operations, easyJet. “It’s not just a technology upgrade. The app is a strong example of how we are driving innovation putting both ground crew and customers at the heart of everything we do, and aligning with our vision of a modern, customer-centric airport and allowing us to rethink how we use space and resources at the airport.”
The app equips ground crew with mobile devices that connect directly to flexible, mobile check-in, boarding, and bag-tagging systems. This shift away from fixed counters reduces infrastructure costs, simplifies training, and makes better use of airport space.
“Collaboration is key when trying to find new ways to improve operations across the industry,” said Nathalie Altwegg, SVP of Airports, SITA. “By innovating with easyJet, we’ve delivered a mobile solution that fast tracks these improvements and are a clear example of the power of working together. The SITA Agent App brings agility and efficiency to ground operations while giving passengers the faster, more personal service they expect. It’s a blueprint for how the industry can transform.”
Hear more from SITA in the Premium Conference at APEX FTE Asia Expo, taking place in Singapore on 11-12 November 2025. Sumesh Patel, President, Asia Pacific, SITA, is participating in the Opening Keynote Panel: ‘Leadership strategies to maximise capacity, operational efficiency, customer experiences, revenues and workforce, while preparing for change in the Asia-Pacific region and beyond’.
See the full APEX FTE Asia Expo 2025 schedule at a glance >> Register for APEX FTE Asia Expo 2025 – free to attend >>
