Offer & Order Management is a modern retailing framework that enables airlines to create, sell, and manage personalized travel offers throughout the customer journey. Instead of relying on traditional systems based on Passenger Name Records (PNRs), electronic tickets, Electronic Miscellaneous Documents (EMDs), and EDIFACT messaging, it uses modern APIs and a unified order model to simplify how travel products are offered, purchased, fulfilled, and serviced.
- Offer Management - Creates personalized travel offers by combining flights, ancillary products, pricing, availability, and customer context into relevant shopping options presented during the booking process.
- Order Management - Maintains a single order record that manages the customer's purchased products and services throughout the travel lifecycle, including payment, fulfillment, modifications, cancellations, and refunds.
Offer & Order Management is a foundational component of IATA's modern airline retailing vision, supporting standards such as New Distribution Capability (NDC) and ONE Order. It enables airlines to deliver more personalized customer experiences, simplify servicing, and modernize distribution by replacing fragmented legacy processes with a unified retailing approach.
