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THE JOURNEY TO RETAILING WHERE ARE WE?
Yanik HoylesDirector Industry Distribution Programs, IATA
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Work together with the value chain to unlock the benefits of retailing in a world of 100% Offers and Orders
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A world of Offers & OrdersTraveler
Orders
Delivery AccountingRevenue Management
Pricing Merchandising
Sellers(with or without Aggregators)
Airline own channel
Airline.com
ONE OrderDynamic Offers
NDC
Offers
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An agenda with a flow
Airlines live
Tuesday Wednesday Thursday
Creating relevantOffers
Payment is part of theproduct
Impact on Leisure & Business
The customer view
The pace of innovation will only accelerate
Opportunities for airlines and
intermediaries
The Value in Airline Retailing
Oops – we’re missing something here
The future of interlining
Aggregation Strategies
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McKinsey see airline benefits from Retailing
annual value
$#0bnrevenue gain
F%up to i.e. up to
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What do airlines want?Move to value based selling Differentiation (product description)
Merchandizing (ancillaries, bundles)
Personalization (loyalty, preferences)
Dynamic Offers (continuous pricing)
and Innovation & Competition
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The journey to 2020: IATA NDC Leaderboard
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ONE Order & NDC Certification • ONE Order Certification -
January 2019
• Level 4 - March 2019
• NDC@Scale for Airlines-September 2019
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NDC transactions as % of indirect
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
Forecast Actuals
9% 8%
12%
20%
Sept 2019 data
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What do GDSs think about the IATA NDC Leaderboard?
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Corporate Buyersalso see value in NDC Improved Content Greater visibility of Costs
(fare types and ancillaries) More Control as travelers
use the Corporate platforms Improved Customer
Experience through more personalized offers
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Thank youFor more information:www.iata.org/ndc
To subscribe to the NDC Hubwww.iata.org/publications
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RETAIL PERSPECTIVES FROM A FULL SERVICE ASIAN CARRIER
Campbell WilsonSVP Sales and Marketing, Singapore Airlines
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Retail PerspectivesAsian Full Service Carrier
from an
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Transformation frombeing an airline to a retailer is critical,
almost existential
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We are facing a disruptiondriven by technology and customer
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The impetus is far greater; it is about long-term survival
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IATA NDC Leaderboard memberNDC Level 4 CertifiedAmadeus Anytime MerchandisingNDC Pipe
Now
NDC@ScaleSoon
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From 1 April 2020, we will be rolling out content that can only be delivered and accessed via NDC
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Enable new productsModern distribution technologies
Improve personalisationDemocratise access to information & functionalitiesEnable companies to innovate
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We proceed collaboratively with the trade, and accommodate our tech partners’ readiness
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Asian airlines have not been fully engaged on the transformation of distribution
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Inaction by some Asian airlinesTrying to keep afloat
Better for others to do the hard work
Absence of a clear driver
Unconducive for radical transformationDaunting timeframe and effort
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Inaction perhapsunderstandable, but is it still sensible?
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Inaction by some Asian airlinesTrying to keep afloat
Better for others to do the hard work
Absence of a clear driver
Unconducive for radical transformationDaunting timeframe and effort
Why are we doing thisAvoid commoditisation
Grow revenue
Communicate attributes and differentiators
Meet customers’ demandsGive more relevant products and services
Reduce costs
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Building critical mass of digital distribution on the outside enables digital transformation on the inside
NDC enables OneOrder
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The adoption and realisation of potential of the broader suite of technology will reach critical mass
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We – travel agencies, GDSs and airlines are collectively facing a disruptionAll of us will face some discomfort sooner or later
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Singapore Airlines deployment and content differentiation plans are aggressive and will only accelerate
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Join us to realise the full potential of this new technology and the opportunities
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RETAIL PERSPECTIVES FROM A EUROPEAN AIRLINE GROUP
Tamur Goudarzi PourSenior Vice President Revenue Management & Distribution
Lufthansa Group Hub Airlines & Chief Commercial Officer SWISS
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lufthansagroup.com
Airline Industry Retailing SymposiumRetail Perspectives from a European Airline Group
October 29, 2019
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10/29/2019Airline Industry Retailing Symposium
Retail perspectives means
Customer Centricity From generic to relevant purchases.
Value-Based Partnerships From transactional to value-basedpartnerships.
Industry Leadership From pioneering to reaching scale together.
Changing perspectives
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Straight talking: This is how we stay at the vanguard of innovation.
10/29/2019Airline Industry Retailing Symposium
SWISSContinuousPricing
Customer choice
Pricing innovation
Readiness
Economy Light Fare
Personalize offer
Differentiate value
Industry leadership
Scalability
20%+Exceed IATA 2020 target
Encourage upsell
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If you want to go fast, go alone. If you want to go far, go together”
“African Proverb
10/29/2019Airline Industry Retailing Symposium
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RETAIL PERSPECTIVES FROM A NORTH AMERICAN AIRLINE
Cory GarnerVice President, Sales and Distribution Strategy
American Airlines
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Retailing in Corporate Travel
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Retailing in Corporate Travel = Simplicity
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Policy Application
Expense Management &
Reporting
Traveler Service
The Bar Has Been Raised
Consumer Grade UX
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Policy Application
Expense Management &
Reporting
Traveler Service
It Takes the Entire Chain to Deliver
Consumer Grade UX
GDS/Aggregator
TMC
Booking Tool
Airline
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Con
sum
er B
rand
s
The Race to the Top
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Con
sum
er B
rand
sA
vaila
ble
Cap
ital
Consumer Brands
Traditional GDS/TMC
/OBT
New Entrant TMCs
Who’s Going to Win?
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What Will Simplicity in Corporate Travel Look Like?
Customized bundles?
Is pricing displayed at all?
What about the cost of itinerary changes?
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