Offers and Orders represent a transformative initiative under the Modern Airline Retailing program. To support airlines in transitioning to 100% Offers and Orders, significant progress has been made over recent years, ranging from the development of industry standards to active engagement with a broad spectrum of stakeholders.
In contrast, efforts on the Delivery side have been relatively limited. Yet, Delivery is a critical component—the final piece in completing the Offers and Orders transformation journey. Recognizing this, a coalition of airlines, airports, and Strategic Partners launched the Delivery and Orders Task Force (DOTF) under the oversight of the Travel Standards Board (TSB) to shape the future of Delivery standards.
The TSB oversees the development of standards governing interactions between airlines and all partners involved in delivering products or services to customers. The DOTF works in close coordination with the TSB to identify the need for new standards or updates to existing ones that impact service delivery and customer experience. The DOTF is tasked with delivering its outcomes within 12 to 18 months, aiming for completion by Q3 2026. These outcomes will be reviewed and endorsed by the TSB, which will then engage relevant Working Groups under the TSB to define business requirements for new standards or to revise or retire existing ones.
The DOTF held its inaugural meeting in March, where it established its roadmap and work plan. The group is focused on documenting business concepts and use cases that define key end-state processes in an Offers and Orders environment. These processes include:
The DOTF meets virtually once or twice a month and gathers in person quarterly to advance and finalize work on these topics. Subject matter experts – including co-chairs and leads from relevant standard Working Groups – are invited to contribute. For example, the Baggage Working Group co-chairs have actively contributed to the baggage flow discussions from a standards perspective. The DOTF also collaborates closely with other Working Groups, such as the Offers and Orders Working Group and the Interline Working Group, to ensure alignment and clarity across interconnected processes.
Participation in the DOTF is open to IATA Member Airlines and Strategic Partners under the Customer Experience & Facilitation Strategic Partnerships Program. For those interested in joining the program to contribute to the DOTF, please contact the IATA Strategic Partnerships Team.
