Challenges

The client previously used a third-party online booking tool that did not support NDC content, which led to employees finding cheaper fares outside the tool. This eroded trust in the online booking tool and forced travel managers to choose between encouraging budget-friendly travel choices or compliance via the online booking tool. It also created extra administrative work with frequent emails from staff about finding better fares elsewhere.

The organization needed a solution that would keep bookings within their online booking tool while still offering competitively priced airfares. They went to market looking for a new travel management company and online booking tool that could support their goals of reducing instances of finding cheaper fares outside the OBT, improve cost savings on airfares, and drive better compliance with fewer administrative support tickets.

Solution

They decided to transition to CTM and implement Lightning with NDC fares enabled for the two airlines they frequently book, American Airlines and United Airlines. Following implementation, employees immediately noticed lower-priced fares directly within Lightning, while also seeing their loyalty points, paid seats and other status-related benefits.

90% of bookings are made smoothly without any need for further support, however there are some minor frustrations that come with newer technologies, such as NDC. CTM continues to actively collaborate with the airlines and GDS to resolve, escalate, and adopt new capabilities to create scalable solutions for all parties.

Results

After six months of having NDC fares enabled in Lightning, the client has seen a significant drop in administrative tickets from travelers reporting cheaper fares outside the tool. They have also seen strong adoption of NDC fares for both American and United Airlines. For those NDC fares, the following savings have been found:

• 11% of American Airlines NDC tickets had an average savings of $37
• 7.2% of United Airlines NDC tickets had an average savings of $44

Though NDC isn’t perfect yet, it’s had a positive impact so far with reduced administrative work, quantifiable savings, and a better booking experience for employees.