The airline industry has always been a cornerstone of modern travel, but it is also notoriously resistant to change. However, United Airlines is currently at the forefront of innovation with its recent upgrades to its New Distribution Capability (NDC). Many travel advisors are grappling with the complexities of utilizing these modern systems intertwined with traditional Global Distribution Systems (GDS). The latest updates push against the boundaries of what is possible, offering significant potential for both efficiency and agency engagement.
Understanding the Impact of NDC on Travel Agencies
At the center of the conversation is the role of NDC and how it reshapes interactions between airlines and travel advisors. Jeff Klee, the CEO of AmTrav, articulates a crucial threshold that United has crossed with its NDC version 10.9—he terms it “Tie-Goes-to-NDC Day.” This involves the moment when the advantages of NDC surpass simpler price comparisons with legacy systems, transforming how travel advisors perceive booking options. In an industry accustomed to price-driven decision-making, the emotional and functional appeals of NDC now resonate more deeply among travel managers.
This concept becomes even more powerful when juxtaposed against traditional booking methods. For many travel advisors, the pain point lies not just in accessing cheaper flights but enhancing the entire booking experience. Klee points out that price differentiation often fuels initial decisions; however, the joy lies in experiencing the added value when choosing the NDC platform over traditional alternatives. Features such as streamlined ticket exchanges and optimized credit applications are game-changers, reaffirming that sometimes, the best investment is also in the richness of service.
Key Upgrades That Excite and Enable
The latest updates from United are numerous, yet two pivotal features stand out: the ability to exchange tickets purchased through traditional means and the option to apply unused credits more seamlessly. Previously, the rigidity in applying ticket credits at the start of the process limited travel advisors’ abilities to optimize bookings based on real-time pricing. This change indicates United’s awareness of the workflow dynamics that TMCs favor—acknowledging that flexibility leads to satisfaction.
Another vital enhancement allows for instant ticketing exemption within 26 hours of a flight, which aligns with corporate customers’ needs. Booking processes often require approvals before finalizing, and previous restrictions cumbersome the workflow. Such attention to these details showcases United’s commitment to being not just a service provider, but an integral partner to travel advisors striving for efficiency in their operations.
The Challenges Within United’s NDC Framework
Despite the advancements, it’s important to note that United’s NDC system is not without its challenges. Klee highlights ongoing servicing gaps, particularly when airlines grant exceptions to ticketing rules. These inconsistencies can disrupt the overall experience. Furthermore, while Christensen from United brushes off these challenges as “tiny,” they reflect the realities of a transitioning technology stack that many organizations must navigate.
This perspective shows that while the enthusiasm for NDC is palpable, especially among those diving into direct connecting technologies, the journey still has its bumps. Elements like automated name changes for corporate tickets remain unresolved, which indicates that there is a clear demand for further refinement before NDC can entirely dominate the marketplace.
Admiring the Benefits, Acknowledging the Limitations
A compelling aspect of United’s NDC advancements is their dramatic impact on fare availability. With nearly half of United’s tickets not available through legacy systems, the disparity in access can put travel advisors at a disadvantage if they’re not leveraging NDC capabilities. The expanded offering also includes a suite of ancillary products that traditional GDS cannot provide, allowing for tailored packages that meet modern traveler expectations.
However, not all agencies can easily transition to the NDC model. As Peter Vlitas points out, businesses still relying heavily on GDS face challenges in scalability and adaptation. Sabre, Amadeus, and Travelport are working on their processes, but progress remains inconsistent. This uneven distribution of functionalities further complicates the scenario, requiring many travel advisors to reassess how they access United’s full range of offerings continuously.
A New Era for Travel Advisors and Airlines
The move towards NDC represents more than just a technological update; it encapsulates a potential revolution in how airlines interact with their partners. Travel advisors are at a crossroads, where embracing these changes might require more than just adapting to new technologies—it compels them to rethink their strategies and operational structures altogether.
United Airlines is demonstrating that ambition and innovation can lead to breakthroughs. However, as they advance this technology, it’s crucial for travel advisors to stay informed and proactive about the best practices in harnessing NDC capabilities. By doing so, they not only advocate for their interests but also contribute to the larger narrative of transforming the booking landscape in a way that genuinely benefits both the agencies and the travelers they serve.