Retailing Delivery for bridged customer experience

How Delivery Platform ensures customer interactions across the journey

Traditional Departure Control Systems (DCS) have long been the backbone of airport operations, but they are limited to managing tasks such as check-in and boarding, leaving a significant gap in customer interactions before and after the airport. The concept of Delivery Platform focuses on bridging this gap by increasing interaction after a booking is made until the journey ends.

Delivery Platform is integrated into the airline’s Order Management System (OrMS), enabling real-time access to the passenger's complete booking. This allows for a continuous and personalised experience, whether passengers add services, change their orders, or interact with third-party providers like hotels and car rental services. By managing these interactions holistically, Delivery Platform ensures that passengers experience a smooth and consistent journey by simplifying retail and servicing.

Expanding new retailing opportunities for airlines

One of the key advantages of Delivery Platform is its ability to open up a wide range of retailing opportunities for airlines, far beyond what traditional systems offer. Delivery Platform connects to the OrMS in real-time, allowing airlines to offer targeted products and services based on the passenger’s preferences and travel context.

For example, imagine a business traveller being offered in-flight Wi-Fi or priority boarding. At the same time, a family heading on holiday receives offers for discounted baggage or attraction tickets at their destination. These personalised offers can be sent at any point in the journey, thanks to Delivery Platform’s continuous connectivity with the customer’s order. Delivery Platform integrates third-party ancillary services—hotel bookings, local tours, dining reservations, and more—providing airlines with new sources of revenue.

Rethink the customer relationship

The Retailing Delivery concept focuses on the evolution of how airlines manage customer interactions and service delivery. It opens up a wide range of retail opportunities for airlines, far beyond what traditional systems could offer.

There are endless possibilities to keep the retailing momentum going. While Delivery Platform enables airlines to offer relevant, timely offers that keep passengers engaged, innovation in payment solutions make the transactions easier. With integrated systems and flexible payment options, passengers can make purchases quickly and conveniently, whether it's through mobile, self-service devices, or ‘tap to pay’ click.

With the ability to focus on why people travel rather than just the destination, Delivery Platform helps airlines build stronger, meaningful relationships with their passengers. As the industry evolves, airlines that adopt Delivery Platform will find themselves better positioned to meet the growing expectations of modern travellers—offering a connected, personalised travel experience at every step.

Rethink the relationship between an airline and the people we move. Are you interested in exploring how to integrate the new Delivery concept into your current ecosystem? Contact us.