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Welcome to the July-September edition!
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Retailing Implementation Forum 2023 takeaways
The IATA Retailing Implementation Forum has become the not-to-miss gathering for value chain players with live NDC deployments.
The aim of the forum is to provide implementers with a platform to ask questions and benchmark their implementation advances and experiences.
These discussions are vital to help identify and address roadblocks and possible areas of improvement, as the adoption of the IATA standards continues to bring customer centricity to life.
The 2023 edition of the Forum took place on 5-6 September in Geneva, Switzerland and was attended by nearly 100 industry professionals representing each link of the airline distribution value chain.
Aside from the perennial updates on the schemas' evolution and the end-to-end implementation flow best practices, the intensive two-day agenda zoomed into critical areas, such as 21.3 deployment, servicing, value chain partnerships and interlining.
The Forum concluded on a high note with several notable observations and takeaways:
- Schema 21.3 and post-21.3 version releases are the way forward with more robust documentation to address critical areas, such as servicing and reduction of implementation variances. In fact, the majority of participants are planning their 21.3 deployment and over 80% expect to deploy by yearend 2024.
- The success of servicing is not unidimensional, and the outcome depends on two elements: what the standard supports and the actual implementation approach taken by each player. There also was agreement on the importance of shared ownership and equal level of readiness among all value chain players.
- The Implementation Guide, its referencing and following, is key to achieving industry standardization.
- NDC should always be approached as a stepping stone on a wider transformation journey and thus, should be always planned and actioned with the end-vision (a World of Offers and Orders) in mind.
Do you oversee the NDC implementation at your organization and want to get in touch for a future participation in the Forum? Let us know at ndc@iata.org
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Servicing in modern retailing is a value chain business
September saw the release of a new episode of the Modern Airline Retailing - the Tangibles webinar series, under the title Servicing - dispelling the myths and embracing the opportunities.
The webinar approached this area of critical importance to customer satisfaction through a balanced mix of complementary perspectives, representative of key links in the airline retailing value chain: the airline, the TMC and technology partner, as well as the corporate travel manager and end-customer.
American Airlines' Director, Airline Retailing Technology Anthony Rader, Spotnana's VP Strategy & Partnerships Johnny Thorsen, and TechnipFMC's Corporate Travel Manager Ginny Roelant joined IATA's Director Distribution Yanik Hoyles and Head of Implementation Shaunelle Harris Drake, to examine how servicing can be deployed efficiently, even in a world of NDC fulfilled with legacy artifacts. They also provided a reality check on the enhancements that are yet to take place as the industry transitions to 100% Offers and Orders.
Aside from dispelling some of the misconceptions around servicing effectiveness in NDC, the expert panel also demonstrated the vital role that value chain collaboration and partnerships play in unlocking the full potential both of seamless servicing and the successful evolution of the airline distribution landscape.
What is your position on servicing?
Watch the webinar recording and form your own takeaways >>
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The Corporate Travel Manager - an important link in the retailing modernization value chain
We often write about the critical role that airlines and their technology and travel distribution partners play in the implementation, acceleration and final success of the industry transition to Modern Airline Retailing. Their readiness, advancements and vision shape the industry journey and pave the way forward to a future state of 100% Offers and Orders.
Yet, there is another link of undeniable importance to a successful outcome and this is the business travel manager, who helps solve the challenges on a customer level.
Recently, we had the great pleasure of meeting with Lenny Hornsby, Senior Manager Travel Technology at Deloitte Germany, who made us appreciate another dimension of the distribution modernization journey through the Corporate Travel Manager's lens.
Watch Lenny's insightful and thought-provoking reflection on what it takes to have a successful NDC delivery on a corporate travel level:
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ARM index update
The Airline Retailing Maturity (ARM) index registry is your single source to find industry players recognized for capabilities enabled by the IATA Enhanced and Simplified Distribution (EASD) standards.
Organizations having joined the ARM registry since our last update include:
OneClick IT Consultancy Pvt. Ltd.
On 28 July 2023, OneClick IT Consultancy Pvt. Ltd. was granted “Airline Retailing Maturity” status as a System Provider for its airline retailing-based solution, under ARM index Program. This designation recognizes that the airline retailing-based solution supports deployments using Shop capabilities which are compliant with the standard Enhanced and Simplified Distribution message schema, version 21.3 and the ARM index Capabilities Verification Guidance.
Aer Lingus
On 7 August 2023, Aer Lingus was granted “Airline Retailing Maturity” status as an Airline, under the ARM index Program. This status recognizes that Aer Lingus uses Shop/Order/Pay/Setup capabilities which are compliant with the standard Enhanced and Simplified Distribution message schema, version 18.1 and the ARM index Capabilities Verification Guidance.
Scoot Pte. Ltd.
On 12 September 2023, Scoot Pte. Ltd. was granted “Airline Retailing Maturity” status as an Airline, under the ARM index Program. This status recognizes that Scoot Pte. Ltd. uses Shop capabilities which are compliant with the standard Enhanced and Simplified Distribution message schema, version 21.3 and the ARM index Capabilities Verification Guidance.
TravConEx GmbH
On 12 September 2023, TravConEx GmbH was granted “Airline Retailing Maturity” status as a System Provider for its airline retailing-based solution, under ARM index Program. This designation recognizes that the airline retailing-based solution supports deployments using Shop/Order capabilities which are compliant with the standard Enhanced and Simplified Distribution message schema, version 17.2 and 18.2 and the ARM index Capabilities Verification Guidance.
Explore all companies in the Airline Retailing Maturity index >>
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