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ONE Order aims to modernize the Order management process in the airline industry. The ONE Order standard creates a single integrated customer record to streamline fulfilment, delivery, and accounting processes across the lifecycle of the Order.
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What?
ONE Order is an industry-led initiative intended to simplify the airline reservation, delivery, and accounting systems by gradually phasing out the current booking (PNRs) and ticketing records (e-tickets and electronic miscellaneous documents, or EMDs).
ONE Order is an XML-based standard that combines these multiple records into a single retail and customer focused Order. Its aim is to remove inefficiencies inherited from paper-based processes and facilitate communication between airlines’ Order Management, Revenue Accounting, and delivery providers.
Why?
- One Reference: a standardized and expendable reference ONE Order becomes the single access point for third parties customer orders such as interline partners, distribution channels, ground handling agents and airport staff, etc…
- Simplified Airline Ecosystem: ONE Order facilitates the product delivery and settlement between airlines and their partners with simplified and standardized Order management processes throughout the whole lifecycle from booking to delivery.
- Expended partnerships: ONE Order enables network and ticketless carriers to interact and provide combined services to customers through an agile creation and fulfilment of any products, and the ability to connect wider industries for greater interoperability.
Who will benefit and how?
- Airlines > Lower costs: Airlines will no longer need to resort to time-consuming and expensive reconciliation exercises between different references.
- Travel Sellers > Efficiency: Travel Sellers will be able to follow an identical process to book flights and products from all airlines, regardless of the airline’s business model or technology capability.
- Customers > Simplicity: Travelers will no longer need to juggle between different reference numbers and documents when checking-in or making changes to their itinerary.
Documentation
- Fact Sheet (pdf)
- Fulfilment with Order (ONE Order) Pilots (pdf) gives a high level overview of the outcome of the standard testing
- Resolution 797 (pdf) (Jun 2017)
- Transition Study (pdf) (Oct 2019) to understand the journey to an end-state where airlines have become travel retailers using only orders and offers
Media and Multimedia
- Introducing One Order (Youtube) (Oct 2015) Industry experts discuss whether the airline industry is prepared to embrace One Order.
The ONE Order Messages are governed by the Shop-Order Standards Board under the Passenger Standards Conference and managed by three specialised Industry Groups; the Offer, Order and Customer Payment Groups. These Groups, ensure the standard is maintained and improved each release.
If you are an airline or strategic partner and would like to join the conversations and help set the standard, please contact standards@iata.org for more information.
IATA Passenger Messaging Standards
The ONE Order messages can be found within the standard IATA Passenger Messaging Standards.
- Download the latest Schemas