The airline industry sees consumer-oriented retailing capabilities as the way to go. The vision is clear. Outdated tools and procedures are to be modernised or eliminated step by step. But existing traditional channels and their underlying technology and processes will remain for a considerable period of time. But how to manage transition?
What is the best path for airlines?
- Do nothing. It’s all too complicated, risky and expensive.
- Add retailing capabilities to the existing landscape while making sure nothing will be broken.
- Build state-of-the-art capabilities and manage transition.
It passes without saying that in our highly competitive industry, option one is not sustainable and may lead to disruption and a loss of market share.
With option two, you will continue to do what you have been doing ever since: Managing an ever-growing complexity. Obviously, that may work for a while, but not in the long run because it is neither consistent with simplification nor with innovation objectives.
The way forward is clearly to introduce modern technology and procedures. Simple to use. No customers confusion. No employee frustration. The technology is in place and available. Remains the question where to start?
The good news is that InteRES and Conztanz decided to integrate their respective platforms: the transitional period can now be managed in a very efficient manner. This new partnership allows safe continuity and innovation for airlines: Traditional PNR-based procedures are facilitated as long as needed while new retailing capabilities can be implemented progressively. A smooth transition is ensured with possibilities of adjustments at any time. In other words: the combined platform makes sure that the NDC Order is the new master file for all activities and procedures, without losing any current services.
How does it work?
The InteRES “Airline Retail Engine” covers all airline selling- and servicing-flows (search, book, aftersales) using NDC and ONE Order messaging. Of course, it does integrate with the airline’s PSS and any other systems required.
Now what happens if, for example, en-route a 3rd party handling agent with no access to the NDC Order makes a change to the PNR?
To keep the NDC Order updated at all times, and to ensure live consistency with the PSS, the best option is to integrate with “ConztanzONE”, a Travel Data agility platform designed to fundamentally manage all airline specific procedures “live”, legacy and NDC. With ConztanzONE, a large number of events are handled in a structured and dedicated manner, avoiding errors and keeping the message volume low. As a result, legacy systems and procedures can be supported without friction until they are either modernised or replaced.
In our example, ConztanzONE would notice the changes made to the PNR by the third-party agent and inform the Airline Retail Engine. The NDC Order would therefore be updated accordingly and remain the reference for all information. The traveller would thus still benefit from the NDC-enabled channel he or she is already familiar with, in perfect consistency.
But there is more to the combination of both platforms, and an always up-to-date NDC Order is not the only benefit. With the integration of the “Airline Retail Engine” and “ConztanzONE”, a number of use-cases become feasible, e.g.
- Notifying the 3rd party airport transfer service provider that the flight is two hours late
- Offering a passenger dedicated self-service products in case a flight has been cancelled
- Selling (NDC-based) ancillaries for “non-NDC” bookings
Options are manifold!
Curious? Airlines, contact us to discuss a live pilot to prove feasibility and demonstrate potentials!
We look forward to meeting you.