Switch from ‘departure control’ to ‘delivery management’ to unlock full value of airline retailing transformation
Travelers will be instantly recognized throughout the entire trip without the need to present multiple travel documents
The experience of travel is set to become far simpler as travelers no longer need to check-in for flights in many parts of the world and will be instantly recognized at the airport, car rental, hotel and other stages of the trip, using a single identifier rather than multiple documents. That’s according to a new Amadeus report incorporating insights from industry working groups currently building this new generation of airline delivery management technology.
The airline industry has already begun a major technology transformation that sees airlines transition to a new generation of technology for Offer, Order and Delivery as they retire traditional industry standards to make air travel more personalized and traveler centric. Delivery management is the final component in this transformation, with Amadeus engineers currently collaborating with airlines, ground handlers and airports to design and build the new system.
According to the report, Delivery Management Systems (DMSs) will gradually replace today’s Departure Control Systems (DCSs) to provide an entirely new generation of open and agile technology that better connects an airline’s own systems and those of its partners, like airports, ground handlers and third-party suppliers.
The switch will help to free airlines from legacy Common Use systems at the airport and a reliance on costly teletype messages that were originally introduced in the 1940s. Frontline agents at the airport will be free to roam the terminal, providing services to passengers from mobile devices.
By replacing decade-old standards, processes and systems the industry will be empowered to deliver a smoother and more joined-up travel experience in several key areas:
- Arrive at the airport ‘ready to fly’ with no need to check-in
In many parts of the world check-in is likely to disappear as travelers arrive at the airport ‘ready-to-fly’ with any visa or border control checks having been completed digitally in advance. Instead of queuing at check-in desks travelers will simply drop their bag and proceed to airport security. Removing traditional processes like check-in will result in more pleasant terminals designed around leisure activities, where agents can roam and serve passengers from a tablet device, the report predicts.
- Travelers to be instantly recognized across the entire journey
Rather than carrying multiple paper and digital documents a traveler’s entitlements across the entire journey will be linked so the traveler and what they’ve ordered is easily understood in an instant as they progress through the journey e.g. car rental or the hotel front desk. With the option to pair this information to a chosen identifier (e.g. biometrics or a passport) it will no longer be necessary to continually explain who you are and to provide documentation proving what you have ordered. This information will be dynamic, so if a gate changes, the traveler will be automatically informed. Privacy by design ensures that only the information of relevance to each provider is made available when the traveler chooses to authenticate, with enhanced security measures.
- Faster, personalized and multi-modal service recovery
When disruption occurs passengers will receive a single notification quickly that explains the airline’s recommended alternative travel option, with the ability to accept or reject digitally from their phone. Recovery options will factor in the entire journey leading to better outcomes for travelers while ensuring the needs of each passenger and their entitlements are understood across partner airlines. Ease of integration means airlines will also be able to offer ‘multi-modal’ options, using rail and ground transport to provide the optimal choice for the traveler.
"With the introduction of DMSs airlines will gain a detailed understanding of each traveler, their entire journey and, for the first time, exactly what has been delivered to them. With the removal of legacy systems, information will flow more freely, empowering airlines and their partners to anticipate and act on the needs of each individual traveler. We are actively working with the industry to build this new generation of DMS that will enable a less stressful and more joined‑up travel experience in the years ahead."
Valérie Viale Director of Product Management, AirOps, Amadeus
The new report, ‘From DCS to Delivery: fulfilling the retailing promise with traveler-centric journeys and better operations’ is informed by insights from Amadeus’ Delivery Management Champions Group, a collective of more than 30 airlines, ground handlers and airports that are working collaboratively to design the next generation of airline delivery management technology.
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