The Modern Airline Retailing initiative supports the industry aspiration to adopt advanced, customer-centric, and value-creating retailing practices, aligned with the times.
Modern Airline Retailing drives this change through 100% Offers and Orders. The Offers phase of the transformation enables a broader range of personalized products and services, while the Orders phase simplifies processes by merging various records into a single "Order". These steps are enhanced by Digital Identity, leveraging biometric technology to improve the customer journey.
To accelerate the transition towards advanced retailing based on 100% Offers and Orders, an Airline Retailing Consortium was established in 2022. As part of its 2024 activities, the Consortium engaged multiple stakeholders to develop a high-level industry roadmap, outlining key timelines and dependencies. The stakeholders involved include IT providers, travel sellers, ground handlers, airports, regulators, and other industry partners (e.g., car hire, rail, hotel, cruise).
The roadmap, incorporating industry feedback, projections and highlights deemed crucial elements for a successful transition, with timelines varying based on airline size, business models, and regional factors. It is based on current knowledge and will evolve over time as the 100% Offers and Orders journey progresses.
Download the first edition of the 100% Offers and Orders Industry Transition Roadmap and explore the takeaways.
Take the exploration further with the IATA Airlines Magazine article Modern Airline Retailing continues to develop the customer experience.