Airline Retailing Design Template (NDC, Offers and Orders)

Airline offer and order retailing design: channels, offer management, NDC message flow, order model, servicing and disruption, payments, look-to-book

Галузева архітектураСтандартIATA NDC (24.1 generation) and ONE Order (names only)airline retailing ndc designОновлено 29 жовт. 2026 р.

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Як використовувати: Use it when an airline or travel seller designs offer and order retailing over NDC. Fill the channel register and the order model first. The main pitfall is letting sellers or legacy systems build prices that the airline offer engine never issued.

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Airline Retailing Design: [Airline or travel seller name]

Solution design for selling and servicing air travel through offers and orders: shopping, dynamic offers, ancillaries, order creation, payment, servicing and disruption handling, across direct and indirect channels. It references the IATA New Distribution Capability (NDC) message standard (NDC 24.1 generation and earlier releases), the IATA ONE Order initiative and the industry move to Modern Airline Retailing with Offers and Orders. IATA standards are cited by name only; schemas and implementation guides are obtained from IATA under its terms. Replace every [bracketed] value and every row marked Example. Passenger rights and distribution rules are summarised for planning only: check the current official texts with a qualified professional. This is a documentation format, not legal advice.

Document control

Field	Value
Document ID	[ARD-001]
Platform	[Offer management / Order management / Seller aggregation layer]
NDC schema versions	[Example: 21.3 for existing partners, 24.1 for new partners]
Version	[0.1]
Status	[Draft / In review / Approved / Superseded]
Owner	[@retailing-architect]
Approvers/reviewers	[@head-of-distribution], [@revenue-management-lead], [@customer-service-lead], [@ciso]
Last updated	YYYY-MM-DD

Revision history

Version	Date	Author	Change summary
0.1	YYYY-MM-DD	[@name]	First draft
1.0	YYYY-MM-DD	[@name]	Example: Approved for build

1. Scope and drivers

ID	Driver	Consequence for the design
DRV-001 (Example)	Offer the same fares and bundles in agency channels as on the airline website	NDC API for sellers with the same offer engine as direct channels
DRV-002 (Example)	Sell seats, bags and lounge access with the ticket	Ancillaries as order items, not separate documents
DRV-003 (Example)	Reduce servicing cost after disruptions	Order change and notification flows automated
DRV-004 (Example)	Move toward ONE Order	Order management system as the single customer record

2. Channels and partners

ID	Channel or partner	Route	Schema	Capabilities
CHN-001 (Example)	Airline website and app	Internal API	Internal model	Full shopping and servicing
CHN-002 (Example)	Online travel agency	Direct NDC connection	[Version]	Shop, order, pay, change, cancel
CHN-003 (Example)	Agencies through an aggregator	Aggregator NDC connection	[Version]	Shop, order, pay
CHN-004 (Example)	Legacy channels	Existing booking and ticketing route	Not applicable	Fares and limited ancillaries

3. Offer management

ID	Element	Design decision
OFR-001 (Example)	Offer construction	Flights, fare product and ancillaries priced together by the offer engine
OFR-002 (Example)	Pricing inputs	Availability, fare filing, dynamic adjustments, customer context the seller shares
OFR-003 (Example)	Offer validity	Each offer and offer item carries an expiry time; expired offers are re-priced
OFR-004 (Example)	Personalisation	Only with data the customer or seller is allowed to share; logged per request
OFR-005 (Example)	Seller-specific content	Commercial agreements decide which offers each seller sees

Main NDC messages typically used (each a request and response pair): AirShopping, OfferPrice, ServiceList and SeatAvailability for shopping; OrderCreate, OrderRetrieve, OrderReshop, OrderChange and OrderCancel for orders; and notification messages for changes the airline starts. Check the message set in the schema version agreed with each partner.

4. Order management

ID	Order element	Content
ORD-001 (Example)	Order	Order ID, owner airline, seller, customer contacts, total price, payment status
ORD-002 (Example)	Order item	One priced offer item, such as a fare or a bag, with its own status
ORD-003 (Example)	Service	Each deliverable unit per passenger and segment, such as a flight coupon equivalent or a seat
ORD-004 (Example)	Passenger	Name, type, documents when needed, loyalty number
ORD-005 (Example)	Payment	Method, amount, status, link to the payment service
ORD-006 (Example)	Accounting data	Data for revenue accounting and settlement with sellers and partners

4.1 Order flow

Shopping, pricing and order creation for an indirect sale; the seller never builds the price itself, it always comes from the airline offer.

5. Servicing and disruption

ID	Event	Initiator	Handling
SRV-001 (Example)	Voluntary change of date	Customer through seller	OrderReshop for new offers, OrderChange to apply, price difference collected
SRV-002 (Example)	Add a bag after booking	Customer	ServiceList, then OrderChange
SRV-003 (Example)	Schedule change or cancellation	Airline	Re-accommodation rules, order updated, seller notified
SRV-004 (Example)	Refund	Customer or airline	Refund per fare rules and passenger rights, payment reversed

Passenger rights to check, examples: Regulation (EC) No 261/2004 in the EU, the UK's assimilated version (UK Regulation 261), and the US Department of Transportation refund rules in 14 CFR Part 260 (refunds for airline fares and ancillary service fees, including cancelled or significantly changed flights). Check the current texts for each market you sell in.

6. Payments, settlement and distribution rules

ID	Channel	Merchant of record	Settlement route
PAY-001 (Example)	Website and app	Airline	Card acquiring
PAY-002 (Example)	Accredited agencies	Airline or agency per agreement	Industry settlement plan (for example IATA BSP, or ARC in the US)
PAY-003 (Example)	Online travel agency with own payment	Agency	Agency settlement per contract

Distribution rules: in the EU, the computerised reservation system code of conduct, Regulation (EC) No 80/2009, governs neutral display in global distribution systems; check how it applies to your channels.

7. Non-functional design and migration

ID	Area	Target
NFR-001 (Example)	Shopping response time	95th percentile under 2 seconds
NFR-002 (Example)	Look-to-book ratio per partner	Agreed quota with throttling above it
NFR-003 (Example)	Order availability	99.9 percent
NFR-004 (Example)	Personal data	Minimised, encrypted, retention per policy
MIG-001 (Example)	Partner migration	Move partners to the 24.1 generation in waves, with certification per partner

8. Glossary and references

Term	Meaning
Offer	Priced proposal with an expiry time, built by the airline for a request
Order	Record of what the customer bought and what must be delivered
NDC	IATA's XML-based message standard for airline offers and orders
ONE Order	IATA initiative to replace booking, ticket and EMD records with one order
EMD	Electronic miscellaneous document for ancillary services in the legacy model
Look-to-book	Ratio of shopping requests to orders created

Reference	Version or date	Access
IATA NDC standard	NDC 24.1 generation and earlier releases	Schemas through IATA's download form: https://www.iata.org/en/programs/airline-distribution/retailing/ndc/
IATA ONE Order	Release as published by IATA	https://www.iata.org/en/programs/airline-distribution/retailing/one-order/
Regulation (EC) No 261/2004; Regulation (EC) No 80/2009	Consolidated texts, checked YYYY-MM-DD	EUR-Lex
14 CFR Part 260, Refunds for Airline Fare and Ancillary Service Fees	Current eCFR text, checked YYYY-MM-DD	https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260

Standard and licence note

Structure aligned with the IATA NDC and ONE Order standards, cited by name and message names only; no schema, implementation guide or standards text is reproduced, and all descriptions are original text written for this collection. IATA schemas and guides are obtained from IATA under its own terms. Check the current schema versions and the passenger rights and distribution laws for each market before use. This is a documentation format, not legal advice. IATA, NDC and ONE Order are names of IATA programmes; this template is not affiliated with or endorsed by IATA. Template licence: MIT.

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