The ongoing efforts by airlines to push travel agencies into adopting NDC have been met with resistance and challenges. Many agencies that have made the shift to NDC face difficulties with post-ticketing servicing. The move away from the legacy GDS systems towards NDC is expected to become more prevalent in the industry. With airlines like American and United making significant changes to their distribution strategies, it is clear that NDC is the way forward for the future of airline ticket transactions.
ARC’s NDC Advancement Working Group aims to develop best industry practices for NDC-enabled transactions. This initiative is crucial in creating a standardized framework for servicing and support in the NDC world. One of the key differences between NDC and legacy GDS bookings is that airlines take control of the offer and order servicing in NDC transactions. This lack of consistency in servicing protocols and capabilities needs to be addressed, and ARC’s working group could be the game-changer the industry needs.
By establishing best industry practices for NDC, ARC hopes to bridge the gap in inconsistencies between airlines. Similar efforts by ARC in the past, such as the publication of best practices for debit memo resolution and prevention in 2018, have shown some success. Guidelines that focus on better communication and timely dispute resolution have been praised by industry experts. While it is unclear how these standards have impacted the debit memo landscape, there is a belief that they have helped in improving transparency and clarity for agencies.
During the first meeting of the NDC Advancement Working Group, three post-transaction focus points were identified: unused tickets, notifications of PNR changes, and fare and void rules. These areas will be crucial in developing standards for how airlines, agencies, and technology providers should handle post-transaction matters. By addressing these specific focus points, the working group aims to streamline processes and improve overall support for NDC transactions.
The shift towards NDC in the travel industry is inevitable. Travel agencies must be prepared to transition to NDC and adapt to the new servicing and support requirements. ARC’s NDC Advancement Working Group plays a vital role in establishing industry standards and best practices for NDC transactions. By addressing key focus points and bridging inconsistencies between airlines, the working group has the potential to make a significant impact on the future of NDC servicing and support in the travel industry.