Shift focus from ”departure control” to ”delivery management” to maximize the value of airlines’ transition to modern retail.
Travelers will be identified directly throughout their journey without having to show multiple travel documents
Travel will become much easier as travelers will 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 journey, using a single identifier rather than multiple documents.
This is evident from a new report from Amadeus that contains insights from expert groups in the industry who are currently working to develop the next generation of technology for handling airline deliveries.
Johan Nordqvist, Vice President, Airlines Nordics or Managing Director, Amadeus Scandinavia: ”The aviation industry has already begun a major technology transformation that will see airlines transition to a new generation of technology for offering, ordering and delivering as they move away from traditional industry standards. Delivery management is the final component of this transformation, and Amadeus engineers are currently working with airlines, ground handlers and airports to design and build the new system.”
According to the report, Delivery Systems (DMS) will gradually replace today's Departure Control Systems (DCS) to provide a completely new generation of open and flexible technology that better connects airlines' own systems and their partners, such as airports, ground handling companies and third-party suppliers.
The transition will help free airlines from legacy airport Common Use systems and a reliance on costly teletype messaging originally introduced in the 1940s. Frontline agents at the airport will be able to move freely within the terminal and provide services to passengers from mobile devices.
By replacing decades-old standards, processes and systems, the industry will be able to deliver a smoother and more cohesive travel experience in several key areas:
Arrive at the airport ”ready to fly” without having to check in
In many parts of the world, check-in is likely to disappear as travelers arrive at the airport ”ready to fly” and any visa or border checks have been completed digitally in advance. Instead of queuing at check-in counters, travelers will simply drop off their bags and proceed to airport security. Removing traditional processes like check-in will result in more pleasant terminals designed around leisure activities, where agents can move around and serve passengers from a tablet, the report predicts.
Travelers should be able to be identified directly throughout the journey
Instead of carrying multiple paper and digital documents, the traveler’s rights throughout the journey will be linked so that the traveler and what they have ordered are easy to understand at a glance during the journey, e.g. at the car rental or at the hotel reception. With the ability to link this information to a chosen identifier (e.g. biometrics or passport), it will no longer be necessary to constantly explain who you are and 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 relevant to each supplier is made available when the traveler chooses to authenticate, with enhanced security measures.
Faster, personalized and multimodal service recovery
When a disruption occurs, passengers will quickly receive a single message explaining the airline’s recommended alternative travel options, with the option to accept or decline digitally from their phone. The recovery options will take into account the entire journey, leading to better outcomes for travellers while ensuring that each passenger’s needs and rights are understood by all partner airlines. Easy integration means airlines will also be able to offer ”multimodal” options, where rail and ground transport are used to provide the traveller with the optimal choice.
Valérie Viale, Director of Product Management, AirOps, Amadeus, says: ”With the introduction of DMS, 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 legacy systems removed, information will flow more freely, enabling 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 next generation of DMS that will enable a less stressful and more connected travel experience in the years to come.”
The new report, ”"From DCS to Delivery: fulfilling the retailing promise with traveler-centric journeys and better operations", is based on insights from the Amadeus Delivery Management Champions Group, a collective of more than 30 airlines, ground handling companies and airports collaborating to design the next generation of technology for managing airline deliveries.
