Experts
Shawn Richards
Ink Innovation
Ian Tunnacliffe
T2RL
Organised by
T2RL
T2RLTalks
Shawn Richards, CEO of Ink Innovation, joined Ian Tunnacliffe, Ian Luck and Yuna Huellou on the T2RLTalks podcast to discuss how airlines can meet the expectations of younger, digitally native travellers. The conversation explored how airline retailing and service must change as the industry moves from rigid PNR and EMD structures towards Offers and Orders. It also examined how airlines can simplify the journey, improve disruption handling and create more relevant experiences across every channel.
Discussion points
01
Customers should not carry airline complexity
Airlines need to remove unnecessary steps and design journeys around what passengers are trying to achieve, rather than exposing the systems behind the process.
02
Digital-first travellers expect consistency
Booking, servicing and loyalty experiences need to work coherently across mobile, web and airport touchpoints.
03
Progress depends on experimentation
Airlines, technology providers and partners need to test new models together rather than wait for one final industry blueprint.