Introducing FLX ONE Delivery: Transforming the Passenger Journey from Booking to Boarding

As airlines adopt modern retailing practices, one area in particular has proven complicated and challenging to modernize, namely the airport experience.

The Delivery component of IATA’s Offer, Order, Settle, Deliver (OOSD) framework focuses on ensuring a smooth passenger journey at every airport touchpoint, from check-in to boarding. Delivery covers essential operations like passenger handling, boarding, and security processing, which are critical for a cohesive and satisfying passenger experience.

Current ‘Delivery’ Industry Landscape and Challenges

The delivery aspect of airline operations is traditionally handled by Departure Control Systems (DCS) and Passenger Service Systems (PSS), provided by key players like Amadeus and Sabre, as well as specialized providers like SITA. While these systems provide essential functionality, they have not kept pace with the innovations in offer and order management. The customer faces a disjointed experience, where the retail grade experience, product diversity and selection are not seamlessly translated into these legacy systems. This drives costs and breaks the passengers’ experience and confidence in the retail experience.

Pain Points for Airlines today:

1. Lack of Flexibility: Legacy systems often lack the adaptability airlines need to customize or personalize the airport experience, hindering the ability to innovate in response to customer expectations.
2. Inability to Fully Personalize the Journey: Today’s travelers expect more control and customization throughout their journey, but traditional systems make it difficult for airlines to deliver a cohesive, personalized experience across all touchpoints.
3. Fragmented Systems: Airlines frequently juggle multiple systems and vendors to handle various stages of passenger management, adding complexity and inefficiency.
4. Cost and Operational Constraints: Managing fragmented systems leads to higher operational costs and maintenance burdens, which are especially challenging as airlines strive to cut costs while enhancing the customer journey.

Introducing FLX ONE Delivery

FLX ONE Delivery is a comprehensive solution within Accelya’s FLX ONE platform, developed to manage critical airport processes and streamline the entire passenger journey from booking to boarding. Built with technology from DXC Technology’s advanced DCS system, FLX ONE Delivery offers a unified solution for managing check-in, boarding, and passenger handling. This integrated approach reduces the need for multiple systems and supports a connected, efficient airport experience.

Additionally, FLX ONE Delivery integrates seamlessly with SITA’s advanced network of airport technologies, including biometric recognition and contactless processing. This integration allows airlines operating on FLX ONE to connect directly with SITA’s extensive network of airports, bypassing the need to route operations through a traditional Passenger Service System (PSS). This flexibility gives airlines greater control over their airport processes, simplifying their systems landscape and reducing costs associated with legacy dependencies. Airlines can manage their entire airport journey—from passenger check-in to boarding—through the FLX platform, while maintaining flexibility to adopt modern, scalable technologies at their preferred pace.

Key Benefits of FLX ONE Delivery

With FLX ONE Delivery, airlines can:

• Simplify Operations: By centralizing delivery processes within FLX ONE, airlines streamline airport workflows and reduce the complexities associated with handling multiple vendors and systems.
• Enhance Flexibility and Control: FLX ONE Delivery offers direct Accelya-led capabilities for passenger management while enabling seamless integration with SITA’s network, giving airlines control over how they manage each airport touchpoint.
• Provide Consistent Passenger Experiences: With both Accelya’s in-house technology and access to SITA’s airport solutions, airlines can deliver a cohesive passenger experience across booking, airport processing, and boarding.

Leveraging powerful technology from DXC Technology & facilitating smooth integration with SITA:

• DXC Technology: DXC is a global leader in IT services, providing scalable technology solutions across industries, including aviation. By incorporating DXC’s proven DCS technology, Accelya can offer FLX ONE Delivery as a robust, cloud-based solution that enhances passenger management at every airport touchpoint.
• SITA: SITA specializes in technology solutions for air transport, with expertise in areas like passenger management, baggage handling, and airport operations. Serving over 1,000 airports globally, SITA’s advanced passenger processing technologies, including biometric and contactless solutions, enhance the passenger journey and streamline airport operations.

What FLX ONE delivery Means for Airlines

FLX ONE Delivery is designed to give airlines more control over both retailing and operational processes. Here’s what it means for airlines:

• Greater Control Over the Customer Journey: Airlines can now manage each stage of the passenger experience—from personalized offers and bookings to payments and efficient airport processes—all within the same FLX ONE platform.
• Cost Savings and Operational Simplicity: Consolidating systems in FLX ONE Delivery helps airlines reduce costs while providing the flexibility to integrate other modules as needed.
• Enhanced Passenger Satisfaction: With streamlined processes and options like contactless check-in, airlines can offer a more efficient and secure travel experience that meets modern traveler expectations.

Looking Forward

FLX ONE Delivery represents our commitment to providing airlines with an integrated solution for managing the full customer journey. By leveraging powerful technology from DXC and facilitating seamless integration with SITA, we’re able to support airlines as they shift toward a modern, efficient model that combines retailing and operational processes seamlessly.

To learn more about how FLX ONE Delivery can support your airline’s transformation, reach out to your Accelya representative today. Get in contact with us fulfilling any of our Consultation Forms.