The New Distribution Capability (NDC) technology represents a significant evolution in the airline industry, aiming to streamline how airfares and ancillary services are communicated and sold. However, despite its inception in 2016, the uptake of NDC has faced considerable hurdles. Many travel advisors and agencies have encountered inconsistent servicing issues, which have slowed down the integration of this technology into the broader ecosystem. Recognizing these challenges, the Airlines Reporting Corporation (ARC) recently published a comprehensive set of best-practice guidelines tailored to support organizations dealing with NDC bookings.
The guidelines emerged from a collaborative effort spearheaded by ARC’s NDC Advancement Working Group, which convened representatives from a diverse range of stakeholders in the industry, including airlines, travel agencies, technology providers, and online travel agencies (OTAs). This diversity of perspectives contributed to the robustness of the guidelines, ensuring that they address real-world pain points faced by travel professionals globally. By providing a platform for discussion, the working group sought to identify gaps in the NDC implementation process and devise solutions that foster a more seamless experience for all parties involved.
The newly published guidelines comprise 20 best practices, organized across several key areas including exchanges, debit memos, waivers, and overall operational efficiency. For instance, one notable recommendation is that airlines should ensure clear communication when exchanges are rejected. Specifically, the NDC interface must not only provide reasons for rejection but also facilitate an alternative request from travel agents. This fosters a more transparent and efficient exchange process, ultimately enhancing customer satisfaction.
Moving beyond specific exchanges, the guidelines also stipulate that travel technology providers must enable comparisons between NDC fares and traditional fare structures. This is crucial as it empowers travel agents and customers to make more informed decisions based on cost-effectiveness and service offerings. The ability to compare fares directly on platforms they are already familiar with mitigates confusion and accelerates the adoption process.
With the airline industry’s increasing reliance on digital merchandizing, normalizing NDC processes is imperative. The differences in servicing capabilities and protocols among airlines pose a significant barrier to consistent customer experiences. By implementing the best practices outlined by ARC, airlines and agencies alike can create a standardized framework that not only simplifies operations but also enhances the overall customer journey.
The publication of ARC’s best-practice guidelines marks a vital step towards rejuvenating the NDC adoption journey. While progress has been made, significant work remains to integrate NDC seamlessly into the airline distribution framework. By adhering to these guidelines, industry players can collaboratively tackle existing challenges, support the evolution of airline ticketing, and ultimately improve the travel experience for consumers worldwide. This unified approach can pave the way for a more profitable and effective air travel ecosystem in the years to come.