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Transition towards Order world

Julien HUGOLMontreal, 22MAY2019

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Context of transition

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Global transformation

This is not only about ONE Order

Airline Transformation

Business Transformation

IT transformation

Customer experience excellence

Real time financial flows

New cooperation models

NDC at scaleDistribute fully dynamic offers

End-to-end 3rd Party sales

NDC

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Deliver incremental value

Deployable solutions

Ensure business process continuity

Simplify rather than complicate

Guarantee airline revenue integrity

Invest on future, not standard debts

Progressive transformation

ITERATION

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The checklist for a successful transformation & necessary transitionKey principles & KPIs to monitor

VALUE

CONTINUITY

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Transition challenges

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What to consider for transformation towards Order world ?3 main considerations

Partnerships

Servicing

Delivery Front office, call centerOffer & pricing

Disruption

Accounting

Customer Centricity

Partners integration

…

Channel deploymentNDC Airline Direct Channels classic

+

Business Process simplification

Interline Code Share

Classic traffic still needs to be handled for years

Business Process must be simplified together with airlines organization

Airlines must adapt to their partners readiness

We believe that a gradual transition is the way to go!

Third Party content …

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Numerous Airline business processes are based on industry standards & airline records

Airlines must respond to different types of traffic

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Key challenge – Co-existence of 2 worlds2 worlds have to co-exist and work in strong collaboration!

“Retail traffic” “Classic traffic”

GDS traffic, Uses classic standards, Based on PNR & TKT capabilities

NDC, other APIsUses NDC/ONE Order standards, Based on Order concept

Manage departure

Contact call centreReconciliation sales & payments

…

• There is a coexistence of types of traffic, processes and capabilities.• During transition, they can be mixed during the journey lifecycle.

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Key challenge – Co-existence of 2 worldsSuccession of business processes must be simple!

Call Center

Corporate T/A

COMPANY STAFF

TRAVEL PLANNER

NDC CLASSICSERVICING

AIRPORT

BAGGAGE DROP

SEC

UR

ITY

CH

ECK

GA

TE

timeline

SALE PLANS ARE CHANGING

Customer journey

Airline accounting system

ONE ORDER

OUTBOUND DELIVERY

CLASSICDELIVERY

INBOUND DELIVERY

AIRPORT

BAGGAGE DROP

SEC

UR

ITY

CH

ECK

GA

TE

ONE ORDER

ONE ORDER

ONE ORDER

ONE ORDER

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2017 Transition approachesEncapsulation v.s. on top

Start point is the current world, ensuring business continuity with progressive enhancements.

2017 encapsulated approach

A new Order record / systems comes in front of classic records.

2017 on top approach

• Inherits from current standards limitations

• Constrain the data model

• Brings complexity

• Allows to reach target picture quicker

• Future Proof data model

• Robust synchronization is required

• Information duplicity puts integrity at risk

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Amadeus approach of the transitionStreamlined driving of both classic & retail world

Order capabilities PSS capabilities

TKTPNR EMD

“Retail traffic” “classic traffic”

Business processes

A central Order Management System• Driving both classic & retail world • With high consistency• Seamless for traveler & airline partners

OM

S Airline’s partnersAdhoc usage of

classic world & standards

Business processes

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Requirements in scope for transition

1. Deliver value via business processes simplification• Some Business processes must be enabled for all sales• A journey may require processes to be done in both world

2. Deliver values with downstream processes & partners• Both worlds should be notified with any sales• Adapt to partners capabilities

3. Ensuring channels & business continuity• Sales should still be accessible from the original type of traffic• Single source of truth: both worlds should be notified with updates to ensure persistence & integrity

4. Minimize impact on airlines & cost of transition• Manage progressive airline transformation• Limit double system handling (e.g. call Center)

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Thanks

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