2015 Winner Profile

JetBlue Airways Corp.

Project Description:
JetBlue is using technology to improve the airline customer experience. The carrier introduced automatic check-in 24 hours prior to travel (which generates a boarding pass and eliminates a process that doesn't add value to the customer), as well as in-flight tablets to help crewmembers enhance the onboard experience for customers. In addition to Apple Pay compatibility, each iPad mini is loaded with a custom-designed iOS app called The Inflight Service Assistant to provide personalized, efficient interactions with customers. The moves are increasing customer satisfaction scores and are expected to increase revenue, such as on-board sales.
Project type:
Business Process Management, Customer Service or Customer Relationship Management (CRM), Enterprise Architecture
Business Functions:
New Product or Market, Sales, Customer Service or Support
Business Goal:
Customer Impact
Eash Sundaram, EVP & CIO
Robin Hayes, CEO & President
Long Island City, N.Y.
Hospitality, Travel and Leisure
Revenue (2014):
$5.82 billion
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