Driving innovation in airline Delivery at T2RLEngage-2025
Ink returned to T2RLEngage 2025 as a Platinum Sponsor, continuing a collaboration that began in 2023. Across three days in London, the Ink team led and joined a workshop, keynote, case study and vendor panel focused on how airline Delivery must evolve as the industry moves towards Offers and Orders.
The programme covered both the operational systems behind fulfilment and the passenger-facing experience. Rather than treating Delivery as the final stage of airline transformation, Ink used the event to show why it needs to be addressed earlier, alongside retailing, Order Management and the transition from PNR-based environments.
The Hidden Power of Delivery: connecting operations to revenue
Ink opened its programme with a workshop bringing together operational and accounting leaders to examine how Delivery events can be turned into structured, commercially useful data.
The discussion focused on events such as seat changes, baggage handling and other operational actions that are often recorded inconsistently or remain disconnected from revenue accounting. The workshop explored how airlines can use this information to improve fulfilment, protect customer trust and identify new revenue opportunities.
The session was led by Victor Alzate, Oliver Wigdahl, Ben Waymark and Janet Richards.
Why check-in at all?
In his keynote, Shawn Richards challenged one of the industry’s most established assumptions: that check-in must remain a visible part of every passenger journey.
He explored how processes such as document checks, seat selection and readiness validation can increasingly happen in the background by connecting identity, intent and airline operations in real time. The result is not simply faster check-in. It is a journey with fewer unnecessary steps and less dependence on fixed processes.
The keynote also introduced Aura, Ink’s product line for modern airline service delivery.
Delivering Orders
Shawn Richards presented a case study on how modular retailing and Order-based models are being implemented in live airline operations.
The session looked at Order fulfilment, system integration and the operational impact of moving beyond traditional PNR-based processes. It also reflected on Ink’s experience of working with Orders and NDC messages for Delivery since 2022.
That early work gave Ink practical experience of connecting Delivery Management with Order Management and handling Orders in production, rather than only discussing them as a future architecture.
Delivering modular OOSD
Victor Alzate joined representatives from Accelya, Amadeus and Datalex for a vendor panel on modular OOSD, from catalogue through to Delivery.
Moderated by Mark Lenehan, the discussion focused on what modularity means in practice, where standards help, where they fall short and how airlines can avoid replacing one rigid architecture with another.
The panel also addressed the cost and complexity of integration, the role of open interfaces and the responsibility of technology providers to make modular models workable without transferring the full integration burden to airlines.