Program will allow airlines to be 'agile and innovative'

ONE Order will create a uniquely identifiable order for every customer, eliminating the need for air travelers to juggle different reference numbers and documents as their journey progresses.

“It will greatly simplify the passenger experience, particularly when dealing with changes or disruptions,” says Sébastien Touraine, IATA’s Head, ONE Order program.

“Along with the consolidation of information, passengers will be better informed about the delivery status of services they have ordered, providing a reassurance factor throughout their journey.”

For airlines, ONE Order addresses the inefficient processes and unnecessary costs inherited from a paper-based world.

This will complete the vision started with New Distribution Capability (NDC) toward a customer-supplier relationship

A single customer-focused order will enable airlines to sell, account, and track the delivery of flight and non-flight products and services in a seamless way.

“It will allow airlines to be agile and to innovate and move from passenger name records, e-tickets, and electronic miscellaneous documents toward orders and services,” Touraine says. 

“This will complete the vision started with New Distribution Capability (NDC) toward a customer-supplier relationship.”

Ground handlers and other delivery providers will meanwhile benefit from obtaining complete and structured information about passengers and required services.

New partners, such as taxi, parking or lounge operators, will be able to streamline their relationship with airlines in terms of delivery and accounting processes.

ONE Order is a large-scale transformation project with a multi-year, multi-stage implementation process

Standards are being determined for ONE Order ahead of its first official release next year. And a number of companies have joined a pilot program, coordinated by IATA, aimed at evaluating the candidate schemas, including Amadeus, Sabre, SAP Hybris, InteRES, NIIT, and Aviasoftica.

“ONE Order is a large-scale transformation project with a multi-year, multi-stage implementation process,” Touraine informs.

“Just like NDC, ONE Order is not mandatory. It comes with a massive shift in industry mindset and a challenging transition period in terms of timeline, impact and complexity for those that choose to implement it.”

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