New Distribution Capability. Commercial User Guide 2018

Transcription

1 New Distribution Capability Commercial User Guide 2018

2 Contents Disclaimer 3 Definitions 3 Executive Summary 4 What s new in this version? 4 1. Introduction What is British Airways NDC? What is the scope of NDC? Where is NDC available? 5 2. Benefits and capabilities Key Benefits 6 3. Limitations and restrictions Limitations How is this different to existing booking processes? 8 4. Limitations and restrictions Will this change any existing arrangements? Upcoming developments British Airways current Shop and Order APIs 9 5. Principles of servicing Connecting to the Shop and Order APIs Shop and Order integration Connection via an NDC Service Provider Connection via a GDS Provider Connection via the British Airways and Iberia Booking Portal Certification Process 11 2

3 Disclaimer This document is confidential and for the sole use of the company to whom it was issued. Any transmission of this document to third parties remains subject to British Airways prior approval. Please note that this document is for information only and does not necessarily imply that British Airways will be allowing the reader to access its APIs. All information on how to get access to British Airways APIs can be found on developer.ba.com. As British Airways implements new products and features through NDC, this document will be updated. British Airways will keep its users informed of any significant change to the product, and the latest version of this user guide can always be provided upon request from In no circumstances shall British Airways have any liability for losses (whether direct or indirect) arising from the participation in NDC, or for any inaccuracies, errors in, or omissions from this document. Definitions For the purpose of this document, please note the following definitions: IATA agents: all travel agents accredited by IATA or ARC, which have ticketing authority on British Airways services and are authorised to perform all booking and servicing activities for their customers Retailers: All other retailers who are directly involved with the customer s booking process but do not fall in the previous category (e.g. metasearch engines, non-traditional retailers or agents who do not have authority to sell/service British Airways flights). This includes agents who have not been accredited by IATA/ARC Corporate: Any company who has a negotiated deal with British Airways for the sole purpose of its employee s internal travel. This company may be using an IATA Agent for its travel management NDC Service Provider: Providers acting as an intermediary between the airline and travel agents to facilitate the aggregation and transfer of data using British Airways APIs Test Environment/Sandbox: A platform that enables developers to test API capability and create mock bookings Live Environment: Operating platform/system which enables live bookings to be made via the British Airways APIs API: Application Programming Interface BSP: IATA Billing and Settlement Plan ARC: Airlines Reporting Corporation 3

4 Executive Summary British Airways NDC creates new opportunities for all parties in the travel industry, including travel agents, corporates, other travel sellers, IT developers, NDC Service Providers and GDSs. The current NDC Technology offered by British Airways offers retailers the ability to shop, book and service their bookings directly with British Airways. In order to access British Airways NDC Capability, all agents have the following options: 1. Connect directly with the airline system 2. Connect via an NDC Service Provider This document details what British Airways NDC Capability can do and the opportunities for agents/retailers. Connecting to NDC is entirely optional. Customers who choose direct integration will be given access to pre live NDC initially, it does not guarantee access to live booking capability. Eligible bookings will count towards any incentive deal currently in place with British Airways. 3. Connect via a GDS 4. Connect to the British Airways and Iberia Booking Portal 4

5 1. Introduction 1.1 What is British Airways NDC? New Distribution Capability (NDC) is an IATA initiative for the adoption of a new common data transmission standard within the airline industry. NDC is not a system; it is simply a modern messaging language. NDC will enable the travel industry to transform the way air products are retailed to both leisure and business travellers. British Airways has developed an NDC proposition compliant with the IATA standard. Using the NDC Standard, British Airways have developed NDC APIs. These APIs will enable agents, corporates and other interested parties to shop for flight products, price a shopping basket and then check out and order directly in the reservation system. The APIs will enable agents to access British Airways full range of products and services (including flight ancillaries), either directly, through existing GDS providers, through an NDC Service Provider or the British Airways and Iberia Booking Portal. NDC Capability currently allows the following business processes to be carried out directly in the airline s system: Shopping for a flight Accessing British Airways Published Fares, as well as negotiated Corporate or Agent Fares Accessing and displaying British Airways Fare Branding Booking and paying for a flight (Customer Card or BSP/ARC) Holding a booking and paying for it later during Ticketing Time Limit (if allowed as per fare rules) Retrieving an existing booking Pre-selecting a seat in booking path or post-sale, and paying for it (if applicable) Changing the itinerary Upgrading to a higher cabin Purchasing additional baggage allowance Pre-selecting a catering option, and paying for it (if applicable) Modifying contact details Requesting special assistance Adding a Frequent Flyer number, On Business or Business Extra number Cancelling and refunding a booking, in full or as per fare rules Booking a multi city/open jaw journey Please note: not all functionality may be granted due to connection choice or agent type. 1.2 What is the scope of NDC? Providing a full range of products and services in the indirect channel It also enables new products such as flight ancillaries in indirect channels This includes the ability to add flight ancillaries to bookings made in the GDS, either during the initial booking flow or post-sale British Airways intend to use NDC APIs to support a multi-channel strategy, and to allow agents to access content using new technology through their preferred channel 1.3 Where is NDC available? At present, British Airways is able to support the vast majority of markets through NDC. However, some may still be restricted for technical or commercial reasons. Please get in touch for details of availability in relevant market(s). Top destinations booked via NDC 2017 Short haul (excluding domestic) AMS NCE DUB VCE BCN GVA ZRH MAD FCO FRA Long haul JFK LAX TLV ORD BOS DFW MIA DXB BOM IAD 5

6 2. Benefits and capabilities 2.1 Key Benefits British Airways NDC offers customers an internet-based data connection with an enhanced capability compared to today. The booking process will be simpler and easier so customers can view the entire range of products and services offered, with comprehensive information to help agents advise their customers where applicable. NDC sales 2017 United States 48% United Kingdom and Ireland 32% Germany 4% Australia 4% Italy 4% France 3% Switzerland 2% Canada 2% Other 1% By connecting to NDC, customers will be able to: Search, book and service bookings through an alternative channel Better serve customer needs by allowing them to book flight ancillary products (enabling selection and purchase of seating in advance, including free seating where eligible) View fare brands and product features for a true product comparison (product attributes) Have access to the lowest-fare finder +/- three days (calendar-led selling) in a single search when requested Have new ways to access existing products and services Access Private Fares through an alternative channel, and benefit from any Ticketing Time Limit allowed in the fare rules. Corporate and Agent fares are supported Get faster, easier access to new products and services See a significant reduction in fare related Agency Debit Memos Continue to pay by customer credit and debit card, or IATA/ARC BSP (where available) Ability to book multi city/open jaw journeys, (up to six sectors) 6

7 2. Benefits and capabilities The APIs currently support the following business processes: BOOKING AND TICKETING Published fares on British Airways marketed services, for Adult, Young Adult, Child and Infant customers Corporate fares on British Airways marketed services, including fares negotiated as part of a Joint-Business deal Agent fares including inclusive tours, seaman/marine, private adult or seat-only fares Issue BT/IT tickets Ticketing Time Limit: Ability to book and hold a booking if the fare rules allow it (currently available for Corporate and Agent fares, when allowed by fare rules) Ticket upsell pricing, automatically providing lead-in pricing for additional flexibility on short-haul, where available Fare Branding on British Airways marketed short haul services Product attributes, which describe the customer experience both on the ground, and in the air in each cabin Calendar-led selling, ability to provide lead-in pricing for alternative dates +/- three days Cabin upsell pricing, automatically providing lead-in pricing for the next one or two higher cabins, where available Payment by customer credit or debit card, or BSP where available Where applicable, ARC Upfront Commission rate entries will be automatically validated Ability to book multi-city/open jaw journeys One way or return journeys between a single pair of destinations, including connecting journeys POST-SALE TICKET SERVICING Cabin Upgrade post-sale: Ability to upgrade a customer to a higher cabin, for the full upgrade fare. Promotional upgrades are not supported at present Change of itinerary: Ability to search for alternative flights post-sale and rebook on a new service, including the reissuance of e-ticket, and any additional collection or change fee as per fare rules Booking cancellation, enabling seamless cancellation and refund of NDC bookings FLIGHT ANCILLARY PROPOSITION Advance seat selection in booking flow, which allows a customer to pre-select their seats during the booking process Advance seat selection post-sale after the initial booking has been ticketed Additional baggage selection, up to 10 additional bags per customer Catering: ability to pre-select catering choice, and pay for it if applicable OTHER PREFERENCES Frequent Flyer details: Ability to reference a Frequent Flyer number for each customer, including Executive Club, oneworld and Avios memberships, allowing the accrual of eligible points On Business/Business Extra: Ability to reference an On Business or Business Extra number in the booking, allowing the accrual of eligible points Languages support: API messaging available in English, Chinese (Simplified), French, German, Italian, Japanese, Polish, Portuguese, Russian, Spanish, and Swedish to support multiple sales locations Customer contact details: ability to modify the details to be used in the event of a disruption so that British Airways can contact the customer quickly to reaccomodate them 7

8 3. Limitations and restrictions British Airways NDC offering is continually being enhanced and all feedback is welcome regarding its capability. 3.1 Limitations There are no timelines for addressing the present list of known limitations (please see below) as British Airways are focusing efforts in other areas of NDC implementation. Maximum six Origin and Destination Calendar offers for Origin and Destination greater than two Ticket and Cabin Upsell for Origin and Destination greater than two Brand attributes are only available when flights are both British Airways operated and marketed Ability to shop more than 355 days in advance Current capability restrictions: Where applicable the British Airways APIs support upfront commission validation through the Order Create service. However, currently only one level of upfront commission (or time of ticketing reward) is supported per agent per market through NDC. NDC cannot currently support rates which are tailored based on cabin, flight date etc. Disruption notifications are received via * Multiple forms of payment, including Avios part-payment For ticket and cabin upsell only a single adult price is returned Split PNR and part cancellation is not supported i.e cancel some of the customers in the booking or cancel part of the journey Baggage cancellation at the customer level is not supported i.e if cancel bag is requested, the service will cancel all purchased bags for all customers across all origin and destinations Specialist bookings, such as Groups Seats, Meals and Bags cannot be purchased/booked in a single transaction Wait-listing or standby customers Cross-carrier ancillaries Payment by PayPal Rich content, such as images and videos 3.2 How is this different to existing booking processes? There are a number of ways in which an NDC booking, through direct API integration, via a NDC Service Provider, or via the British Airways and Iberia Portal is different to traditional distribution models. All offers sent to users through NDC are generated by British Airways. Combined priced availability data will be provided directly through the Air Shopping API. This will also include pricing for alternative dates and cabins in a single message. Availability cannot be requested separately In order to call the services, users will need either a registered IATA number or a non-iata identifier. British Airways will assign non-iata identifiers, if required, during the registration process NDC bookings are made directly in the reservation system. British Airways will automatically issue all NDC tickets and EMD using airline ticket stock, reducing fare-related ADMs Availability is based on the point of commencement of the requested itinerary. For ticketing, point of sale is used so that local currency can be displayed to the customer The displayed currency is determined by the country where the user s IATA number or non-iata identifier has been registered A 24-hour cooling off period will apply to all NDC bookings, regardless of fare rules Certain communications and servicing processes will differ initially, whist development on capability through NDC APIs is in progress Completion of the registration process is required for all parties wishing to access British Airways reservation systems unless connecting via a GDS Bookings generated via NDC APIs cannot be viewed or serviced via other connection methods 1 1 For servicing information please refer to section 5 in this document Principles of servicing. * British Airways are currently analysing how improvements can be made to the NDC channel in times of disruption. In Q4 2017, British Airways are aiming to implement a new OrderChange notification that will proactively and promptly push disrupted booking messages to travel partners. This innovation will enhance agents ability to service customers by using existing functionality in the NDC channel to amend customer s disrupted bookings. This all allows for better integration into back office systems and improvements in efficiency. 8

9 4. Existing arrangements and developments Participation in British Airways NDC is optional and free of charge. 4.1 Will this change any existing arrangements? Existing contracts with British Airways will be reviewed and the Distribution team will liaise with customers where actions are required NDC bookings will count towards existing incentive deals, where applicable IATA agents will retain control of NDC bookings as today Becoming a test partner does not guarantee access to live booking capability NDC direct API integration is free of charge 4.2 Upcoming developments British Airways are continually working to develop additional capability in order to make a more compelling NDC offering for customers. All upcoming improvements and capability enhancements will be communicated to registered users, NDC Service Providers and through the usual trade channels. The latest version will always be available upon request from selling.distribution@ba.com and regular updates will be sent to registered developers. 4.3 British Airways current Shop and Order APIs 1. AirShopping allows users to search for availability and pricing (flight search) 2. FlightPrice validates a price quote and provides payment options (final quote) 3. SeatAvailability allows users to access a priced seat map (seat selection) 4. OrderCreate completes the booking, accepts payments, issues the ticket and where fares allow Ticketing Time Limit, the booking can be held 5. OrderRetrieve allows users to retrieve and view details of existing bookings 6. OrderChange processes and confirms requested booking changes, where entitled seats can be held for 24 hours and paid for within the time limit 7. ItinReshop Returns refund quote prior to booking cancellation, requotes a held booking with the latest fares and taxes and allows flight search and final quote for changing itinerary of a booking 8. OrderCancel cancels a booking and triggers refund process if applicable 9. ServiceList Returns optional services with prices available; special meals, add Executive Club card number, book special assistance and other services 10. AirDocIssue Processes payment and issues the ticket for a held booking as per Ticketing Time Limit British Airways Shop and Order APIs are compliant with the IATA NDC schemas. 9

10 5. Principles of servicing Different servicing options for a booking are available for different types of customers. 1 Customer type API ba.com Trade support Global contact centres TMC 1 Corporate Travel Agent 1 Metasearch 1 Outside the operational window, changes to e-tickets and ancillaries purchased via the agent, can only be altered by the agent as they require an IATA security check. If no ancillaries are present in the booking, customers have the option to add them via ba.com if they choose to and change as required. Inside the operational window (24 hours before departure) customers can make amendments to any part of the booking via ba.com. 10

11 6. Connecting to the Shop and Order APIs There are numerous ways to connect to British Airways APIs. These are through a direct integration to Shop and Order capability or via a third party. Different business models may be better suited to a particular connection method. 6.1 Shop and Order integration Agent Shop and Order integration involves direct communication with British Airways APIs in order to gain access into the host reservation system. This is commonly known as a direct connect style of distribution, as it involves no intermediary. There is no charge for this service. The customer s IT development team will need to register at developer.ba.com and there will be some development involved. Shop and Order integration should provide immediate access to new products and services. As and when these are released it may also require ongoing technical maintenance. 6.2 Connection via an NDC Service Provider Agent All NDC Service Providers certified by British Airways connect directly to the APIs and provide an alternative means to access API content. Content will be similar regardless of connection type; however intermediaries may roll out new capabilities to users at different times. Depending on the solution offered by each NDC Service Provider, varying levels of technical development may be required by the user. If interested in connecting to the Shop and Order APIs as an NDC Service Provider, please contact selling.distribution@ba.com or visit britishairways.com/en-gb/traveltrade/bookings-policies/ ticketing/ndc 6.3 Connection via a GDS provider Agent Register for access through developer.ba.com NDC Service Provider GDS Service Provider NDC APIs NDC APIs NDC APIs 6.4. Connection via the British Airways and Iberia Portal Agent Portal The British Airways and Iberia Booking Portal offers Agents and Corporates off-the-shelf tools to book flight and ancillary products directly from the airlines. Any customer who wishes to access NDC capability via the Booking Portal can speak to their account manager where applicable or contact selling.distribution@ba.com for more information. 6.5 Certification Process NDC APIs All parties wishing to access British Airways reservation system through NDC will be required to complete the certification process. This involves contacting selling.distribution@ba.com, either directly or via a British Airways account manager where applicable, as well as submission of details for appraisal. Developers and agents who would like to connect directly to British Airways APIs will need to register on developer.ba.com, using a B1 certification form and request a key for the Shop and Order test plan in order to begin development. NDC Service Provider customers should agree any testing requirements with their provider, and will be required to submit the B2 certification form which will be provided by the service provider and is also available on developer.ba.com. Once all testing has been completed and certification validated, Britsh Airways will confirm the process to move towards live capability. All NDC Service Providers and their capability are listed on britishairways.com/en-gb/traveltrade/bookings-policies/ ticketing/ndc and are updated regularly. Any agent who wishes to access NDC Capability through their GDS needs to get in touch with them to confirm when they expect the relevant business processes to be available. If interested solely in accessing British Airways flight ancillaries through the GDS, contact the GDS provider for more details. 11