Delivery is the travel product

Travel should feel effortless, not like a chain of checkpoints

Today travel is still built around infrastructure that passengers did not ask for.

We keep adding layers to journeys that already work too hard: counters, kiosks, documents, fragmented records, and “handoffs” between systems. Yet every passenger carries a supercomputer. Their phones are far more powerful than most hardware in the airport.

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Stop treating check-in as the centre of gravity

At Ink, we have concluded that the Departure Control System, as a product, has outlived its relevance. The functions still matter. The framing does not. Service Delivery is the new frontier.

A journey should not be a set of airport rituals glued together by manual actions and staff workarounds. It should be joined-up services that can be changed, fulfilled, and supported in real time.

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Make Delivery the system that holds the journey together

Modern airline retailing does not stop at check-in. Airlines should be able to sell and deliver anywhere at any time: pre-flight, at the airport, in-flight, during disruptions...even after they arrive.

That requires a sophisticated delivery layer that is built for fulfilment, change, and support, not just historical operational actions. Legacy processes treat making the initial booking or adding a few stereotypical ancillaries as the finish line. That is exactly why dynamic selling, partner fulfilment, and real servicing keep hitting walls.

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Reduce the technology footprint and orchestrate the rest

Our strategy is journey orchestration and a reduced technology footprint. The goal is to make service delivery virtually invisible for passengers and turnkey for airlines and airports.

In practice, that means two things.

• Interoperability now, not later. The world is hybrid. Delivery has to work with today's PNRs and with ONE Orders simultaneously.
  
  
• Modularity is the default. Airlines should not be trapped with monolithic stacks or a single vendor. Delivery capabilities should be exposed via APIs and MCP so the best-of-breed tools from different companies can interconnect. 

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The four pillars that carry the next passenger journey

We believe four foundational pillars carry the industry forward: AI, digital ID, biometrics, payments.

Here is what that means in product terms.

AI
Automate tedious actions and orchestrate complex actions. Not to replace people, but to allow frontline teams to focus on hospitality and problem-solving.

Digital ID
Simplify verification and give passengers control over the privacy of their identity information. Data protection is not optional. Passengers should control and own their data. Providers should focus on processing data, not "owning" or controlling it.

Biometrics
Accelerate recognition at key touchpoints, but in a way that serves people, not just processes. Consent, purpose limitation, and the ability to delete profiles are not “nice-to-haves”. They are "must-haves".

Payments
Unify payments to make enhancing services effortless. When payment is difficult, retailing

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