Post-COVID Gap Widens Between Airlines and Travel Sellers
The post-COVID era has brought a widening gap between airlines like United Airlines, Southwest Airlines, Delta Airlines, Spirit Airlines, and American Airlines and travel sellers, with industry experts like Ann Cederhall, owner of LeapShift and frequent speaker at events, highlighting the issue. While AI is not the root cause, factors such as incentives paid to agents and reliance on PNR-centric systems are contributing to the strain.
Cederhall, also an instructor with IATA and Aeroclass, has authored numerous articles on the topic. She notes that the introduction of New Distribution Capability (NDC) in 2012 marked a turning point. NDC, unlike Global Distribution Systems (GDS), only provides content that individual airlines choose to distribute, leading to a lack of comprehensive information for agents.
Initiatives to improve the relationship, such as collaborative events and enhanced communication platforms, have been implemented in recent years. However, the removal of content from GDS and shift into NDC channels is leading to agency consolidation and the growth of consolidators, further complicating the situation.
The disconnect between airlines and travel sellers, exacerbated by the post-COVID landscape and the shift towards NDC, requires continued efforts to bridge the gap. Industry leaders like Ann Cederhall will play a crucial role in driving these initiatives and fostering better cooperation.
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