How JetBlue Uses Resolver to Protect 42 Million Customers Worldwide

When you think of airline security, you’re probably thinking of passenger security and customs line ups.  While that’s a big part of keeping passengers safe, there is a much more in-depth network of security happening beneath the surface. Effective security doesn’t stop at the customer checkpoints; airports and airlines need to have an integrated process of guards and systems in place to ensure that they have full visibility into the day-to-day operations.

As an airline responsible for moving thousands of people every day, the JetBlue security team understands how important it is to have full visibility and insight into what’s happening at all of their locations at all times.

To learn more about how JetBlue protects thousands of people every day, we sat down with JetBlue’s Investigations Manager, Michael Ryan.

The Challenge

Michael’s role at JetBlue is extensive. He serves as an Investigations Manager as well as a Manager of Blue Watch, the company’s 24/7 security command center. Blue Watch is at the center of JetBlue’s security, working closely with virtually every other department in the company to disseminate security related information and serve as a liaison between front line crew members, law enforcement agencies, and internal stakeholders. Michael also oversees the hotel security assessment program, ensuring that crew members are safe and secure at all times. With this vast role, it’s imperative for Michael to have visibility into the many aspects of the organization that he oversees.

But when he first joined JetBlue, that wasn’t the story. He found that the security department didn’t have a solid foundation for data intake and retention and in order for their team to build a proactive analytics program, they needed help from Resolver.

The Solution

With a priority on monitoring potential risk, JetBlue now uses Resolver’s software to pull data from a variety of sources to analyze what’s happening and anticipate trends. In this way, Michael stresses that “JetBlue’s security program has now become “proactive” rather than “reactive,” as the data compiled in Resolver is used to develop baselines, produce quarterly reports, and effectively deploy resources to counter emerging trends first seen in the data.”

Over time, Michael has overseen the development of dashboards in Resolver that can accurately illustrate trends in key metrics such as pilferage, suspicious travel, fraud schemes, and a variety of compliance issues involving government agencies like the TSA and U.S. Customs and Border Protection. As they have been able to continuously optimize their security program using Resolver, Michael has been able to hire more employees at the Blue Watch desk and continue to improve the company’s investigations and security teams.

Approximately 11,000 to 12,000 incidents are logged each year using Resolver. These incidents can come from a variety of sources, including in-flight crew reports, emails, or even phone calls. 

One of the biggest issues facing any airline is pilferage, which can include the theft of luggage and the consequent brand damage.

“By using Resolver, we’ve been able to reduce incidents of pilferage by as much as 30% within the past decade, with a roughly 10% reduction coming over the past three years alone.”

Michael credits both the software and the support team at Resolver for helping to improve processes and effectiveness of the JetBlue security team. 

“Resolver is super customizable and user-friendly. Since we’ve been able to tailor it to our exact needs, it’s very easy to onboard new employees with minimal training. Not to mention, the support team is always amazing.”

Resolver has helped the security team at JetBlue to facilitate data-driven decision making by removing information silos throughout the organization and providing highly configurable software that allows the team to gain actionable insights into risks and trends.

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