ONE Order: What Changes Can We Expect Innovation Trends Series

Summary

In recent years, the International Air Transport Association’s (IATA) mantra has been “focus on the customer instead of the flight.” IATA aims to do just that with its joint initiatives: New Distribution Capability (NDC), launched in 2012, and ONE Order, launched in 2016.

IATA’s goal with NDC is to deploy a new standard for richer data exchange between airlines and their resellers, paving the way for enhanced product merchandising and retailing across all distribution channels.

With ONE Order, IATA aims to simplify the current order management process, spanning purchase, fulfillment, servicing and accounting.

Both efforts are driven by full-service carriers (FSC) wanting to control their own offers and distribution, and move away from airline-centric processes and proprietary technologies to a more mainstream retailing and customer focused environment. Currently, most FSCs use combinations of their own revenue management, customer profile, loyalty management and customer relationship management (CRM) systems to deliver customized, albeit limited, offers to their distribution channels.