Helsinki, Finland — May 5
Nordic airline Finnair has become the first airline globally to implement a 'Native Order' system, revolutionizing modern retailing in the airline industry. This pioneering move aligns with the IATA One Order directives, transitioning from traditional Passenger Name Records (PNRs) to a unified 'Offers and Orders' model.
What is Native Order?
Native Orders streamline customer management by consolidating flight details, services, preferences, and personal data into a single integrated record. This eliminates the need for multiple documents and enhances the customer experience through personalization and seamless interactions.
The First Native Order:
On Monday, May 5, Finnair CEO Turkka Kuusisto made history by booking the first native order on Finnair.com, purchasing a ticket from Helsinki to London Heathrow.
Technology and Partnership:
In partnership with travel tech leader Amadeus, Finnair has adopted Amadeus Nevio—an offer and order-based solution built on modular and open technology. This collaboration underscores both companies' commitment to advancing traveler-centric retailing.
Key Benefits:
Simplified Process: Combines separate documents into a single, unified record.
Enhanced Personalization: Offers dynamic product bundles and ancillary sales.
Better Customer Experience: Streamlines communication with partners and provides frictionless touchpoints.
Business Agility: Empowers Finnair to modernize and transform digital customer journeys.
Industry Leaders Speak:
Tiina Vesterinen, VP Digital Customer and Revenue at Finnair:
"The move to Offers and Orders supports modern retailing, enabling dynamic bundles and improved personalization. It's a massive transformation—both technologically and in how we serve our customers."
Cyril Tetaz, EVP Airline Solutions at Amadeus:
"We’re excited to bring the shopping basket concept to air travel, making every journey more connected and customer-centric."
Looking Ahead:
With its commitment to New Distribution Capability (NDC), Finnair is set to continue evolving its digital retailing practices, aiming to offer tailored services to meet customer needs more efficiently in the years to come.
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