Experts
Shawn Richards
Ink Innovation
Ian Tunnacliffe
T2RL
Organised by
T2RL
Shawn Richards, CEO and co-founder of Ink, joined Ian Tunnacliffe, SVP Consulting and Editor-in-Chief at T2RL, to discuss the role of Delivery in Offers, Orders, Settle and Delivery.
Shawn explained why airlines cannot realise the full value of Offers and Orders by treating Delivery as an updated version of DCS. Instead, Delivery must connect Order Management with airport operations and support the passenger journey from the moment an order is created. The conversation also explored modular collaboration, digital identity, biometrics, AI and in-person payments as foundations for a new approach to airline service delivery.
Key takeaways
01
Delivery is more than DCS
Traditional DCS functions will remain, but the standalone system will give way to a Delivery layer connected directly to Order Management.
02
Delivery starts when the order is created
Operational activity should not begin only before departure. Delivery must remain connected to the order throughout the journey.
03
Passenger experience must shape the architecture
Airlines should define how they want to serve passengers before selecting systems or designing their Offers and Orders model.
04
Modern Delivery needs new foundations
AI, digital identity, biometrics and in-person payments will change how airport teams work and how passengers are served.
