Forget fixed desks and long queues — EasyJet’s ground crew can now check in passengers from anywhere in the airport terminal thanks to a world-first collaboration with SITA. Olivia Palamountain reports

Global air transport technology company SITA has unveiled a future-forward mobile solution created in partnership with EasyJet that could change the way airports operate.

The SITA Agent App gives ground staff the freedom to move beyond fixed desks and assist passengers directly on the terminal floor, delivering faster boarding, shorter queues and a more personalised service.

Developed over 12 months of collaboration, the app was trialled at London Gatwick and four other UK airports, where it proved to be a game-changer for both efficiency and customer experience. More than 1,000 ground crew members participated in the trials, checking in over 30,000 passengers, issuing 40,000 boarding passes, and boarding more than five million travellers. At Gatwick alone, ground staff processed 1.4 million passengers in eight months — all without the need for traditional check-in counters.

The app equips staff with handheld mobile devices that connect directly to the airline’s systems for check-in, boarding, and bag-tag printing. This flexibility allows crew to meet passengers where they are — from security queues to gate areas — removing bottlenecks and improving the overall flow through the airport. The technology also reduces reliance on fixed infrastructure, cuts training time for new recruits, and helps airlines respond more effectively during disruptions.

Simon Cox, director of ground operations at EasyJet, says: “The SITA Agent App gives our ground teams the freedom to assist customers on the spot, reducing queues, speeding up check-in and delivering a more personal experience. It’s not just a technology upgrade — it’s a rethink of how we use space and resources at the airport, all while keeping customers at the heart of what we do.”

The success of the UK trials has prompted easyJet to roll out the app across its European network of more than 150 airports. The results highlight how technology can improve both customer satisfaction and operational efficiency — a combination increasingly crucial as airports face pressure to modernise and reduce costs.

“Collaboration is key when trying to find new ways to improve operations across the industry,” says Nathalie Altwegg, SVP of Airports at SITA. “By innovating with EasyJet, we’ve delivered a mobile solution that 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.”

The SITA Agent App marks a step forward in the digitisation of air travel, aligning with wider trends towards contactless journeys and data-driven service. For passengers, it promises smoother, quicker, and more human interactions; for airlines and airports, it offers a model for flexible, efficient operations in an increasingly connected aviation ecosystem.