The transition to New Distribution Capability (NDC) in the airline industry has been a source of frustration for many travel advisors. Airlines are pushing agencies to embrace NDC, but the post-ticketing servicing and support for NDC-enabled transactions have proven to be challenging. Despite the resistance, the shift from legacy Global Distribution Systems (GDS) to NDC is inevitable, and it is crucial for agencies to adapt to this new landscape.
The Push for NDC Adoption
Major airlines like American and United are leading the way in transitioning away from legacy GDS towards NDC distribution. American has set a target of moving all its fare content away from legacy GDS, while United has already started distributing continuously priced fares exclusively through NDC. This shift is expected to accelerate, with airlines implementing GDS surcharges, removing legacy content, and offering incentives for NDC bookings.
The Airlines Reporting Corporation (ARC) has established a working group focused on developing best practices for the servicing and support of NDC-enabled airline ticket transactions. This working group aims to address the inconsistencies in servicing protocols and capabilities across different airlines. By setting a framework for best industry practices, ARC hopes to streamline the transition to NDC for travel agencies.
ARC has a track record of success in developing industry standards, such as the best practices for debit memo resolution and prevention published in 2018. These guidelines received positive feedback for encouraging better communication between airlines and agencies and timely resolution of disputes. While the impact of these standards on the debit memo landscape is unclear, industry professionals like Kathy Campbell from Frosch Travel acknowledge their value in providing clarity on issues.
At the inaugural meeting of ARC’s NDC Advancement Working Group, participants identified three post-transaction focus points: handling of unused tickets, notifications of Passenger Name Record (PNR) changes to agencies, and adherence to fare and void rules. These areas will be the primary focus for developing standards on how airlines, agencies, and technology providers should address post-ticketing matters in the NDC world.
The shift to NDC in the airline industry presents both challenges and opportunities for travel agencies. As airlines continue to move away from legacy GDS towards NDC, it is essential for agencies to adapt and improve their post-ticketing servicing capabilities. ARC’s NDC Advancement Working Group plays a vital role in setting industry standards and best practices to facilitate a smooth transition to NDC. By addressing the inconsistencies in servicing protocols and focusing on key post-transaction areas, the working group aims to enhance the overall experience for travel advisors and customers in the NDC world.
Leave a Reply