One reference, One process, One industry
ONE Order aims to modernize the order management process in the airline industry.This industry-led initiative intends to replace the multiple and rigid booking, ticketing, delivery and accounting methods, using the data communications advances made possible by the implementation of the New Distribution Capability.
ONE Order is the concept of a single Customer Order record, holding all data elements obtained and required for order fulfilment across the air travel cycle - such as customer data, order items, payment and billing information, fulfilment data and status.
ONE Order will result in the gradual disappearance of multiple reservation records as well as e-ticket/EMD concepts to be replaced by a single reference Order.
A new standardized and expandable reference will become the single access point for customer orders by third parties (interline partners, distribution channels, ground handling agents and airport staff, among others).
Simplified Airline Ecosystem
ONE Order will modernize the airline ecosystem to align with digital processes for fulfilment, servicing, delivery and accounting with orders. Thanks to these, ONE Order will facilitate product delivery and settlement between airlines and their partners with simplified and standardized order management processes.
All parties will follow the same process to service their customers and their services throughout the whole lifecycle from booking to delivery.
ONE Order will enable network airlines and ticketless carriers to interact and provide combined services to customers.
Through an agile creation and fulfilment of any products, airlines will be able to connect with wider industries enabling greater interoperability.
- Transition Study (pdf) (October 2019) to understand the journey to an end-state where airlines have become travel retailers using only orders and offers
- ONE Order Strategy Paper (pdf)
- The StB White Paper 2015 (pdf) outlines the overall StB program goals, the status of 2014 White Paper and the outcome of the 2015 StB Think Tank work sessions. Pages 11-12 showcase the opportunities that One Order will bring to the industry.
- Introducing One Order (Youtube) (October 2015) Industry experts discuss whether the airline industry is prepared to embrace One Order.
- IATA's nascent One Order could simplify the PNR (Travel Weekly) April 2018
- Realizing digital retail dreams; pages 28-32 (Flight Airline Business) June 2017
- Improving the Passenger Experience One Order at a Time (Alexandre de Juniac's Blog) January 2017
- One Order for the passenger's journey (Airlines International) October 2015
Further to the endorsement of the IATA Board of Governors at its meeting in December 2015, the initiative is moving into the Industry Standard development phase.
ONE Order Schemas
- Download the latest Schemas
The target for 2016, has been achieved as the IATA Resolution supporting the One Order initiative (Resolution 797) has been adopted by the Passenger Services Conference (PSC).
- Distribution processes
- Accounting processes
- Delivery processes
In cooperation with Amadeus, British Airways has piloted ONE Order delivery and accounting concepts and schemas in a live production environment for a specific charter flight. This pilot also reviewed the incorporation aspects of ONE Order into the Revenue Accounting system with the aim of demonstrating the co-existence of Orders and E-Tickets, one of the key enablers of the transition to ONE Order.
In cooperation with an Altea-hosted German airline, this pilot’s objective was to verify if a PNR-less approach can be achieved while continuing to use the existing, non-NDC- and non-ONE Order-capable, Passenger Services System (PSS) + Departure Control System (DCS) as well as the existing Passenger Revenue Accounting System (PRAS) and to gain know-how on how transition could be approached.
This pilot’s objective is to analyze potential gaps between existing use cases in the area of passenger delivery processes if integrated to ONE Order schemas for a simple scenario: 1 passenger, 1 flight.
More specifically, it has focused on comparing the ONE Order delivery schemas to the industry standards in place today.
In cooperation with ISO-Gruppe, this pilot’s focus is to evaluate from a data-oriented perspective, Condor’s selling workflows and associated downstream account processing using ONE Order Accounting Messages.
It is focused on business cases in which Condor’s reservation system connects directly to an accounting system.Read the full case study (pdf)
In cooperation with IAG, SAP developed a proof of concept project to showcase its Commerce and Revenue products solutions, integrated using the latest IATA ONE Order beta v3 web services. The 4-month project was implemented using, SAP Commerce + Travel Accelerator to deliver the Order Management capabilities and SAP Sales Revenue Billing for the Order Accounting.
The pilot delivered 8 separate use cases that covered basic end-to-end booking and accounting flows for card and card + miles payment, flight & ancillary products and voluntary and involuntary change scenarios.
In partnership with APG, Centrecom, NiiT and Orchestra as IT Provider, APG Airlines has piloted ONE Order concepts and schemas in the area of interline and code-share.
The main objectives of the pilot were to have a better understanding of ONE Order concepts and workflows and have a first evaluation of the IT impacts on the APG Distribution Platform to implement ONE Order.
The aim of this pilot is to integrate Navitaire’s Travel Commerce Plus Order Management System (OMS) and SkyLedger (Navitaire Revenue Accounting System) using ONE Order messaging standards.
The initial use case tested via this pilot is focused on Orders that include non-flight ancillaries and covers a basic end-to-end booking to accounting flow.
In partnership with Lufthansa Systems and JR Technologies, Lufthansa has piloted ONE Order concepts and schemas in the area of delivery and accounting. Read the Lufthansa case study (pdf).
The main objective of the pilot was to establish a seamless end-to-end ONE Order–based processing and fulfillment of NDC offers. This included a Wi-Fi voucher as a third-party ancillary service and demonstrated the ability to act within a legacy independent system environment – still connecting to regular operations of scheduled flights.
- Read the full case study (pdf)
Are you ONE Order certified?
IATA will provide the official industry certification program for ONE Order.
ONE Order certification will cover:
- Airlines – any airline that deploys and supports the ONE Order communication messaging and capability
- Vendors and IT providers – any vendor or IT provider that offers ONE Order solutions and services (OMS, Delivery Provider, Accounting) can become ONE Order capable
Access now the ONE Order Certification Registry to see who are the NDC certified /capable actors.
ONE Order Certification Program Overview (pdf) (November 2018): A high level introduction to the ONE Order Certification Program.
Apply for ONE Order certification
What is ONE Order?
ONE Order is an industry-led initiative intended to replace the multiple rigid and paper-based booking and ticketing records (i.e.—the flight reservation, e-ticket and electronic miscellaneous document or EMD) by combining the contents into a single and flexible order record. At the same time, it aims to streamline the delivery and accounting methods by using standard order management processes.
Why should an airline move to ONE Order?
ONE Order addresses the inefficient processes and unnecessary costs for airlines caused by having three separate records (Passenger Name Record or PNR; e-ticket, and EMD for things such as ancillary products). Having these disparate records leads to problems for airlines and the industry, such as:
- Confusing and complex processes for customers dealing with multiple references and identifying numbers for different aspects of the same order
- Difficulty for airlines to behave as true retailers
- Poor accuracy, timeliness and visibility of booking data within an airline and with its partners
- Limited ability for airline IT vendors to innovate due to the constraints of legacy data and processes
How do passengers benefit from ONE Order?
ONE Order will eliminate the need for passengers to juggle different reference numbers and documents along their journeys. With ONE Order, the only thing that passengers will need to be instantly recognized by their airline provider(s) is their order number. It will greatly simplify the passenger experience particularly when dealing with travel disruptions or itinerary changes.
Who is impacted?
The main usage of ONE Order is in product service delivery and fulfilment. All entities involved in travel and fulfilment, from the customer to the third-party service providers are impacted. IATA is facilitating industry standard definition across the industry with all these players.
Who is involved in the ONE Order standard definition?
The standard definition is done by the ONE Order taskforce, comprised of airlines, GDSs and technology vendors (for example, revenue accounting and delivery provider systems). It operates under the governance of the Passenger Distribution Management Group (PDMG) within IATA. In October 2016, the Passenger Services Conference (PSC) composed of IATA member airlines, unanimously adopted a standard Resolution that will put the framework for the industry to work with a single Order as opposed to a reservation and an accountable document (e-ticket and EMD).
With ONE Order will e-tickets disappear? What about EMDs?
Yes, gradually. The aim of ONE Order is to replace the notion of E-Ticket and EMD records with order delivery and accounting status values that satisfy the same business requirements in terms of delivery and accounting. All of the information would be comprised within a single unique ONE Order record that the customers would reference.
How would e-ticket issuance, re-issuance and exchange work?
At its core an e-ticket exchange process exists because a paper representing a ticket actually needed to be exchanged with another paper containing updated information. This is not required anymore in a digital world as the same outcome can be achieved with an order management process. The ONE Order record will simply be updated with the latest status of the order in terms of both delivery and accounting.
If there are no e-tickets, how do passengers show that they are in possession of a flight authorization when they arrive at the airport?
The introduction of e-tickets eliminated the need for passengers to physically carry a paper document in order to receive a boarding pass and board the aircraft. Thus, there would be no foreseeable impact to customers, the entitlement to travel could be represented by an itinerary receipt for example.
Can ONE Order be adopted without NDC?
ONE Order is complementing NDC and is extending the capability of the Order Management system. An airline theoretically can choose to implement ONE Order in non-NDC enabled channels (i.e. direct sales), but in order to reap the full benefits of an order management process it is recommended that the two initiatives are implemented together, starting with NDC.
Is ONE Order mandatory?
No, as with NDC, ONE Order is not mandatory
Does ONE Order mean the end of the PNR? How will this affect PNRGOV for example?
ONE Order aims at combining the information residing in PNRs, Tickets, EMDs into a single structured and flexible order record. ONE Order data records will include any data elements required to be passed to government organizations today. In fact, with the new data transmission standard used by ONE Order, data such as PNRGOV could be expanded with richer information and in a more structured way. IATA will continue to facilitate standardization of airline data exchanged with government organizations.
How much will it cost?
Implementation of ONE Order is a large scale transformation project of which the cost and resulting return on investment must be evaluated individually for each airline. Full adoption of ONE Order is a multi-year, multi-stage process that will require close cooperation with industry partners.