Jetstar signs web check-in and kiosk solutions agreement with IBM Global Business Services
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(CAPA) Jetstar signed a multi-million dollar commercial agreement with IBM Global Business Services to supply, implement and support web check-in and kiosk solutions for its domestic customers.
Valued at close to AUD3 million, Jetstar and IBM will partner to introduce a low cost and technologically advanced check-in solution to supplement existing customer check-in processing at its major domestic gateway airports in Melbourne, Sydney, Brisbane and Melbourne Avalon.
The IBM solution for Jetstar over an initial three-year timeframe includes Kiosk hardware, applications software, project management, implementation and ongoing solution support services.
Under the terms of the agreement, Jetstar will introduce Web Check-in capability and 32 Airport Check-in Kiosk units during the first implementation phase at these airports. Further rollouts to other Jetstar domestic destinations will be considered.
The Qantas Group has acquired nine additional A320 aircraft for Jetstar between Dec-07 and Mar-09 to underpin its next phase of growth in the Australian domestic market, equating to a 40% rise on Jetstar’s existing domestic capacity.
CEO, Alan Joyce, said the pursuit of this leading technology solution at busy airports complemented the low fare carrier’s narrow body fleet growth into a strong domestic market.
“Jetstar’s track record of pursuing the latest technology to benefit our customers whilst adhering to our philosophy of maintaining cost leadership in markets we serve has secured a favourable customer processing solution through this commercial arrangement,” Mr Joyce said.
“Our growth expectations have driven the need for IBM’s end-to-end solution over a three-year timeframe.
“The agreement to roll-out these service delivery solutions at Airport Check-ins is all about meeting our strong growth predictions in passenger volumes in the Australian market over the next 18 months with a customer friendly solution at busy Airports.
“Importantly this electronic service delivery option will continue to supplement our traditional and efficient passenger and baggage check-in and will not displace any jobs at these ports.”
According to Mr Joyce, “Phase one will be to get the new Kiosks in place across four domestic Airport terminals, but we’re taking a broader view of how technology allows us to deliver a better customer experience at the same time as lowering our costs and enabling more growth of low fare services to occur over time.”
Jetstar General Manager Information Technology, Stephen Tame, said the project will streamline Jetstar’s business processes and increase its customer check-in capacity via a self service platform.
“The platform will also provide the technology framework necessary for Jetstar to deliver future innovations aimed at further enhancing the customer experience at Airports,” Mr Tame said.
“We are looking to leverage technology in response to Jetstar’s growth. As an innovative airline, we simply need to find smart and efficient ways to help tackle the future increase in customer volume, whilst identifying opportunities that will enable us to drive differentiation from our competitors.
“IBM will help us identify what those opportunities might be, streamline our business processes and then we can start building on service differentiation using the Kiosk and Web Check-In platform that we intend to roll out and have bedded down well prior to the busy Christmas holiday period.”
Jetstar self-service Kiosks for its domestic operations plan to be first introduced at Melbourne Airport in November, followed by Sydney Airport (Terminal 2), Brisbane Airport and Melbourne Avalon prior to the end of the 2007 calendar year.
Date posted: 02-Oct-07
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Jetstar signs web check-in and kiosk solutions agreement with IBM Global Business Services 
