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.

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:

Contact 

If you are interested to know more about this initiative and join the pilots or for any other question, please contact us at  standards@iata.org