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A new model for seamless customer journeys
Today’s interline framework, developed before deregulation is no longer relevant. Airlines struggle to maintain commercial control, particularly for ancillary services, which leaves customers with less choice. By providing much more transparency, the new interline framework will empower the customer. And real-time data sharing will enable a seamless customer service. The new framework will also make product catalogues more flexible, supporting the combination of scheduled flights with services available for interline partners to request.
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Bringing transparency to the customer
The new framework will ensure that responsibility for the customer at every touch point is clearly agreed between interline partners, and that this can be clearly communicated to customers, who will know exactly who to contact in case of disruption during their journey.
Real-time data shared at all customer touchpoints
At all customer-touchpoints, the party that is interacting with the customer will have all the data that they require to provide seamless customer service. Within the limitations of privacy and data protection regulations, this should include contextual data about the customer’s entire itinerary. The customer will have complete control over how they access and interact with their data, and how they access self-service options.
The foundation of the new framework: the Standard Retailer and Supplier Interline Agreement (SRSIA)
The SRSIA moves away from ticketing concepts of validating and participating carriers, and away from scheduling concepts of marketing and operating carriers. The framework introduces the concept of a “Retailer” and a “Supplier”. A Retailer initiates a relationship with a customer at the time of the customer making a shopping request and provides products and services to a customer either directly or by engaging Suppliers.
Official documentation:
If you are interested to know more about this initiative and/ or join the pilots, please contact us.
2019-2020
Interline Disruption Recovery in NDC
In this proof-of-value, British Airways and Vueling in partnership with Amadeus and Navitaire focused on overcoming interline disruptions between the ticket and the ticketless carrier using the NDC schemas.
The 3-month agile project enabled a much faster, wider and accurate proposition for disrupted customers. Now live in production, Vueling is able to seamlessly rebook British Airways passengers in 3 clicks and in less than 3 minutes without needing to learn technicalities of ticketing and complexity of traditional interoperability processes.
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Using NDC & ONE Order
Singapore Airlines, in partnership with its low-cost carrier subsidiary Scoot, Amadeus, Navitaire and the Accounting Centre of China Aviation, piloted NDC and ONE Order standards in production with real passengers. The main objective was to simplify and enhance interline and interoperability across carriers in the Singapore Airlines Group.
The Pilot delivered end-to-end interline capabilities, covering Offer (shopping and price definition), Order (single Order ID, payment and sales accounting) and Delivery (through check-in and revenue recognition). It ran concurrently with regular airline operations and passengers with Orders were managed together with passengers with PNRs and ETKTs without interference. Finally, new Order accounting flows were tested with real-time communication to revenue accounting and upfront establishment of internal values and settlement amounts, removing need of proration.
Download the Pilot Case Study from Amadeus.com
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