Latest news with #airlineRetailing
Skift
09-07-2025
- Business
- Skift
A Smarter Way to Navigate the Airline Retailing Shift
As airlines embrace the promise of next-generation retailing, they're discovering that strategy alone won't get them there. The real challenge lies in execution, integrating fragmented systems, aligning internal teams, and scaling customer-centric experiences. This sponsored content was created in collaboration with a Skift partner. According to Skift Research, the airline industry may need to invest between $3 billion and $15 billion over the next decade to achieve a full digital transformation. Most carriers are still years away from realizing the promise of new "offer and order" platforms, which aim to replace fragmented, ticket-based systems with seamless, customer-centric retailing. Despite broad agreement on the need for change, many airlines remain in limbo, held back by aging legacy systems, organizational silos, and unclear priorities. IBS Software cuts through this complexity with its dynamic iRetail Experience, an interactive site designed to guide airline leaders through the retailing shift, from understanding what's possible to taking confident steps forward. 'Modern airline retailing isn't a software sale,' said Ben Simmons, VP and regional head of Europe and Africa at IBS Software. 'It's a business transformation journey. And it requires engaging across the entire airline organization.' The High-Stakes Pivot to Offer and Order Airlines are under increasing pressure to modernize their retail strategies and keep pace with evolving passenger expectations. The industry is pivoting toward dynamic offer creation, personalized service bundles, and retail-style digital experiences that mirror those of leading e-commerce brands. While the vision of moving to an offer-and-order framework is compelling, the path is complex and the stakes are high. A single misstep could disrupt operations, confuse customers, or derail financial forecasts. And with multiple stakeholders — from CIOs and CFOs to frontline agents and commercial teams — there's no single story that resonates across the board. 'You're talking to everyone from board members to subject matter experts,' Simmons said. 'CFOs ask about ROI. CIOs ask about disruption to their IT landscape. Customer service teams ask about usability. You have to tailor the message to every audience.' Pain Points and Roadblocks Even when airlines recognize the need for transformation, execution often falters due to the complexity of modern retailing ecosystems. Unlike traditional sales models, dynamic offer and order systems require tightly integrated processes across pricing, servicing, inventory management, and loyalty, and one weak link can destabilize the entire operation. For many carriers, existing infrastructure wasn't designed to support this level of orchestration. When systems fail to communicate in real time, a seemingly simple action — like rebooking a delayed flight that includes a hotel and car rental — can unravel the entire experience. Recovery often relies on manual interventions, which are costly, time-consuming, and frustrating for customers. 'It becomes a house of cards,' said Marco Contento, VP of aviation business services at IBS Software. 'Any change, like a delayed flight, can collapse the entire itinerary and require manual fixes.' Another hidden barrier is leadership fatigue. After years of pilot programs and vendor pitches, many executives hesitate to commit to yet another transformation roadmap without clear, measurable outcomes. More than technical specifications, they need reassurance that a path exists between current-state complexity and future-state ambition. 'You can't retrofit modern retail into legacy systems and expect it to work,' Simmons said. 'The technology, the teams, and the processes all have to evolve together.' What Airline Leaders Need to See According to Simmons, the iRetail Experience illustrates how IBS Software's modern retailing platform meets decision-makers where they are. It's a showcase of technical capabilities and serves as a strategic storytelling tool that helps leaders visualize outcomes. 'When we showed a major U.S. airline how a partner's seat map could display in an interline scenario, where two or more airlines coordinate on a single itinerary, it changed the conversation,' Contento said. 'Suddenly, they saw what was possible, not just in terms of fixing pain points but also creating entirely new experiences.' This kind of demonstration builds trust by shifting the conversation from abstract concepts to real-world results. How the iRetail Platform Powers Modernization To bridge the gap between aspiration and action, airlines need systems that are modular, interoperable, and scalable. IBS Software's iRetail platform meets those needs by offering capabilities like AI-driven personalization and end-to-end merchandising, all from a single interface. Built on legacy-free architecture, it empowers airlines to: Create, manage, and sell both air and non-air products from a single interface Gain a 360-degree customer view and build smart profiles Use AI and machine learning to personalize offers Implement modernization in stages, reducing risk 'Modularity is key,' Simmons said. 'Airlines can start with order while keeping their existing offer engine, for example. Then they can layer in retailing capabilities at their own pace.' That flexibility matters, especially in a time of constrained budgets and unpredictable operating environments. By moving step by step, airlines can chart a course that fits their business needs without blowing up current operations. And for those seeking vendor diversity, the platform opens the door. 'There's a strong desire in the market to move away from single-vendor lock-in,' Contento said. 'When we show what we've already built, it gives airline executives proof that there's a credible alternative.' Envisioning a Frictionless Future Looking ahead, Simmons envisions a future where airlines evolve into fully integrated travel platforms, managing every aspect of the journey beyond the flight itself. 'Imagine a couple in Paris booking a Caribbean cruise. They need flights, transfers, accommodations — and they want all of it in one place,' he said. 'That's where this is going. Airlines will offer end-to-end experiences, not just transport.' It's a vision of connected, intuitive journeys powered by AI, loyalty data, and intelligent service design, where a traveler's late flight triggers an automatic rental car adjustment and a personalized greeting on arrival. Of course, there are industry-wide challenges to overcome: regulatory changes, interline dependencies, and legacy habits. But as early adopters embrace iRetail, momentum is building. 'You can't transform in isolation,' said Simmons. 'But once the innovators move, others will follow. That's when the logjam breaks.' For more information about IBS Software's iRetail platform for airlines, click here. This content was created collaboratively by IBS Software and Skift's branded content studio, SkiftX.
Zawya
08-07-2025
- Business
- Zawya
Finnair advances modern airline retailing with NDC 21.3 on TPConnects Astra B2B portal
Dubai / Helsinki – Finnair, the flagship carrier of Finland, and TPConnects Technologies, a leading provider of IATA NDC Certified travel technology solutions, today announced the successful integration of NDC 21.3 for the Finnair Agency Sales Tool (FAST), powered by TPConnects' airline retailing platform, Astra. This milestone marks a significant step forward in Finnair's journey towards modern, agile, and customer-centric airline retailing. TPConnects and Finnair forged a successful partnership in 2022 with the introduction of the Finnair Agency Sales Tool (FAST). After years of continuous enhancements, the tool now marks a new milestone with its migration to version 21.3. The integration of NDC 21.3 into FAST, powered by TPConnects' Astra, enables Finnair to continue their journey of providing travel agency partners access to Finnair's full suite of NDC products including ancillary products across sales and servicing, all within a streamlined, browser-based environment through 21.3 NDC APIs. Key Benefits Intuitive and seamless interface: Agencies enjoy a modern, user-friendly experience with enhanced booking and servicing flows, ensuring efficient management of travel needs through NDC 21.3 APIs. Frictionless agency onboarding: Astra's intuitive interface and partner management tools enable rapid onboarding and configuration, reducing complexity and accelerating adoption. Future proof: Version 21.3 is designed for long-term relevance, crucially offering backward compatibility with previous versions Foundation for new capabilities: IATA is committed to developing new functionalities and innovations specifically on top of the 21.3 framework. This establishes 21.3 as the foundational standard for future advancements in airline retailing and distribution. Comprehensive servicing: Agencies benefit from end-to-end order management, automated workflows for refunds and reissues, and integrated ancillary sales, all designed to optimize efficiency and service quality. Advanced data and reporting: Upgraded architecture across booking, servicing, and order management flows supports robust data modeling and actionable insights. Brand control and customization: Finnair maintains full control over its content and branding, ensuring a consistent and premium experience across all distribution channels. Kristiaan van Dijken, VP Airline Account Management at TPConnects said, 'Our partnership with Finnair demonstrates the power of modern NDC technology to transform airline distribution. With the Astra B2B portal now fully integrated with NDC 21.3, Finnair's agency partners can access richer content, personalised offers, and seamless servicing—delivering greater value and flexibility to both the airline and its partners.' About Finnair Finnair is a modern and agile Nordic airline, specializing in connecting Europe, North America, and Asia through its efficient Helsinki hub. Founded in 1923, Finnair is one of the world's oldest continuously operating airlines, with a proud heritage of safety, reliability, and innovation. Sustainability is at the heart of Finnair's strategy. The airline is committed to achieving carbon neutrality by the end of 2045, with ongoing investments in fuel efficiency, fleet renewal, and sustainable aviation solutions. A member of the oneworld alliance, Finnair has been named the Best Airline in Northern Europe at the Skytrax World Airline Awards for 15 consecutive years. Finnair Plc's shares are listed on the Nasdaq Helsinki stock exchange. For more information, visit: About TPConnects TPConnects Technologies is an IATA-certified, global travel content aggregation and distribution technology company. Through twin flagship products – Astra for Airlines (NDC API Gateway and B2B Portal Solutions), and Iris for Travel Sellers (An Aggregator Platform) – TPConnects delivers modern air retailing capabilities that drive technological innovation while helping travel industry players increase revenue, streamline operations, and enhance customer experience. TPConnects is granted Airline Retailing Maturity status under the IATA ARMi programme and has received IATA Financial Gateway (IFG) Certification, underscoring the company's position as a leader in travel retailing innovation. For more information about TPConnects, please visit Follow TPConnects on LinkedIn for company information and career postings. Images from the Portal: 1. Air Shopping 2. Finnair – Offer 3. Seat Selection 4. Ancillaries
