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Business Requirements Document
NDC Order Management
11 June 2014
Document Status: Version 1.3 – FINAL
Workgroup members or interested parties should send their comments and requests to DDX Booking (Order
Management) Taskforce at [email protected] and to DDX Steering Group at [email protected]
Revision History
Version
Date
Name
0.1
5/12/13
Andrew May
Initial Draft
0.3
13/12/13
Andrew May
Revised draft
0.4
18/12/13
Booking and XML TF
Revised draft
0.5
3/1/14
Andrew May
Updated post Booking / XML TF Meeting Madrid Dec13
0.51
13/1/14
Andrew May
Updated post Booking and Interline TF conference calls
8/9Jan14
0.52
16/1/14
Andrei Grintchenko
Updated with comments received
0.53
23/1/14
Andrei Grintchenko
Updates from Booking TF Review Calls on 17 and 23
January and feedback received from Payment and
Ticketing TF
0.54
3/2/14
Andrew May
Updated prior to TF meeting
0.55
5/2/14
Andrei Grintchenko
Updates from TF face to face meeting, TF leaders
review; added Message Models chapter and addition
of Use Case 5
0.56
10/2/14
Andrew May
Added MSE message flows and Use Cases
0.57
20/2/14
Andrew May
DDX6 Revisions. Issued to PADIS
1.0
26/2/14
Andrei Grintchenko
Formatting and PDF for PADIS submission
1.1
3/4/14
Andrew May
PADIS recommendations update
1.2
4/30/14
Andrei Grintchenko
Additional post-PADIS recommendations update and
formatting.
1.3
6/11/14
Andrei Grintchenko
Updated terms and definitions to align across BRDs,
cleanups and minor edits following on site changes
during PADIS review calls (12/14 May). Final version
and PDF.
Business Requirements Document – NDC Order Management
Description of Change
Page 2 of 93
Table of Contents
1
Introduction ......................................................................................................................... 4
2
Scope ................................................................................................................................. 4
2.1
Field of Application....................................................................................................... 4
2.2
Principles ..................................................................................................................... 6
3
References ......................................................................................................................... 6
4
Terms and Definitions ......................................................................................................... 6
5
Functional Requirements .................................................................................................. 14
5.1
Functional Requirement Description .......................................................................... 14
5.2
Recommended Messages ......................................................................................... 28
5.3
Out of Scope Order Related OpenAxis Messages ..................................................... 29
5.4
Message Sequence Flows ......................................................................................... 30
6
Data Description ............................................................................................................... 44
7
Non-Functional Requirements........................................................................................... 44
8
7.1
Order Access Security Assumptions .......................................................................... 44
7.2
Non-Functional Requirements Applicability ................................................................ 45
Code Lists ......................................................................................................................... 48
Appendix A: List of Use Cases ................................................................................................ 50
Use Case 1: Common Create Order Use Case ........................................................................ 52
Use Case 2: Group Booking..................................................................................................... 55
Use Case 3: Booking via TMC ................................................................................................. 57
Use Case 4: Leisure Travel Agency Booking ........................................................................... 59
Use Case 5: Non Flights Order ................................................................................................ 62
Use Case 6: Adding Dynamic Service Bundle to Booking (anonymous or personalized) ......... 64
Use Case 7: Change Itinerary (Re-shop) on an existing Order................................................. 67
Use Case 8: With Change Upgrade Cabin ............................................................................... 69
Use Case 9: Generic Booking Use Cases – Name Change ..................................................... 72
Use Case 10: Change from Anonymous offer to a personalized offer ...................................... 74
Use Case 11: Conditional change due to a qualifying passenger ............................................. 77
Use Case 12: Waitlist ............................................................................................................... 78
Use Case 13: Involuntary Change............................................................................................ 81
Use Case 14: Generic Booking Use Cases - Cancel Booking .................................................. 83
Use Case 15A: MSE Deep Link ............................................................................................... 85
Use Case 15B: MSE Facilitated Booking ................................................................................. 88
Use Case 16: Create Flight Order with instant purchase .......................................................... 90
Appendix B: Relationship of NDC Time Limits.......................................................................... 91
Appendix C: NDC Order Management Data Dictionary ............................................................ 92
Appendix D: Relationship between NDC Offers and Orders ..................................................... 93
Business Requirements Document – NDC Order Management
Page 3 of 93
1
Introduction
IATA Resolution 787, passed in Oct 2012, recognised that the industry will benefit from the introduction
of a standard process for airlines to distribute product offers created within their own systems and to
manage the resulting orders. This standard Application Programming Interface (API) is called the New
Distribution Capability (NDC) API.
In September 2013 the BRD and schema for the shopping part of the NDC process, ie up to the point
when the customer is ready to accept a product offer, was reviewed by the IATA PADIS Messaging
Committees and subsequently approved by the PADIS Board.
This BRD documents the NDC business requirements for the Order Management part of the process that
follows on from shopping.
2
2.1
Scope
Field of Application
The full NDC context is shown in the following diagram with the scope of this BRD indicated.
The scope covered by this BRD for NDC Order Management is:
In Scope:
Airline Order lifecycle management from acceptance of the product offer:
Business Requirements Document – NDC Order Management
Page 4 of 93

Request the reservation of inventory for flights and/or inventory based ancillaries and its
confirmation prior to providing passenger details

Request the creation of an Airline Order for flights and ancillaries and its confirmation, including
payment and documentation for products that have to be paid at Order creation. Includes
products that are not journey related such as season tickets and subscriptions to services.

Request the amendment of an Order for either voluntary or involuntary changes.

Provide shopping responses, contextualised to the existing Order and re-priced for requested
changes including change fees and the residual value of the original order. Includes the impact
of changes to flight product on associated Airline sold ancillaries and changes to passenger
credentials impacting eligibility to offers.

Request the cancellation of an Order and Order cancellation confirmation.

Meta Search Engine booking process including facilitated booking

Group and Non-Group bookings

Retrieval of the content of a specified Airline Order, an Airline Order’s transaction history and
the retrieval of a list with headline data of 1 or more Airline Orders meeting a range of search
criteria

Unsolicited notification to the Seller of Order changes (eg confirmation of waitlisted orders and
direct sales) and notification that the order cannot be delivered as booked.

Note Order Management requires compatibility changes to the Airline Shopping BRD for Time
Limit qualifiers: Booking TL (deprecated), Offer TL (revised) and Bilateral, Deposit and Price
Guarantee TLs (new)
Out of Scope:
The remaining proposed standards resulting from the NDC project are out of scope of this document, ie:

Airline Profile distribution and usage.

Interactions between the Offer Responsible Airline (ORA) and Participating Offer Airlines
(POA) requiring new NDC standard messaging, including direct amendments to the
POA’s Order that need to be communicated to the ORA’s Order for onward notification
to the Seller (In Scope of the Interline Taskforce).

Payment and document issuance interactions for products that are not instantly purchased and
instantly fulfilled. All payment refunds and voiding of accountable documents before sales close
out are out of scope (in scope of Payment & Ticketing).
Shopping interactions without an existing Order (covered by BRD NDC Airline Shopping,
Sep2013)
Negotiated Space is out of scope for this revision of the document
Settlement, reconciliation, and reporting between parties is not being documented within the
scope of this BRD
Application redirects (between websites / smartphone apps / tablet apps / etc.) between the
parties for the purposes of deep and shallow linking from metasearch tools are not being
documented within the scope of this BRD




NOTE: Schedule change notification from the POA to the ORA may use existing AIRIMP standards
and will then be notified to the Seller using NDC.
Business Requirements Document – NDC Order Management
Page 5 of 93
Principles
2.2





3
References







4
Airlines will authenticate the entity sending the NDC message and trust that the identities of
upstream entities included in the request message have been authenticated by each entity in
turn up the chain to the originator.
Parties using the API shall ensure their own compliance with all applicable laws and regulations.
Parties using the API shall be responsible for maintaining data confidentiality and be compliant
with all applicable privacy laws and regulations.
Display orders and results ranking across multiple Offer Responsible Airlines are not in scope of
NDC.
Parties using the API shall be responsible for PCI compliance to the extent applicable to them. It
is not in the scope of this document to suggest any particular PCI compliance strategy,
methodology or tools, and it is assumed that any party using the API will establish its own
compliance strategy using methodology and tools it finds most appropriate.
IATA Resolution 787
NDC Airline Shopping (Oct 2013)
NDC Payment and Ticketing BRD (Feb 2014)
NDC Assumptions Document
ARIMP
PSC Ticketing and EMD Resolutions
Airline Shopping Change Requests – refer to PADIS Messaging Week 3 Agenda (March 2014)
Terms and Definitions
Term and Definitions identified in this document and in other NDC Business Requirements Documents
(ie. Airline Shopping, etc.) are maintained in a separate document NDC Terms and Definitions, owned by
DDXWG Steering Group. Terms and definitions are included in this document as an excerpt from NDC
Terms and Definitions v.1.2 for easier reading and referencing.
Term
Definition
BRD Reference
Accountable
Document
Validated official document (such as any type of an
airline ticket, or a Standard Traffic Document (STD) or
payment voucher) that has a value and must be
accounted for.
Order Management
Acknowledgement
Acknowledges the receipt of a message but does not
imply acceptance of the message content
Order Management
Affinity Shopping
A wide search defining a range of criteria including
specific interest, destination attributes and defined
budget plus date and destination ranges.
Airline Shopping
Business Requirements Document – NDC Order Management
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Aggregator
The business function of distributing a Seller’s shopping
request to multiple Airlines and aggregating the
subsequent responses.
Airline Shopping;
Payment and Ticketing
Airline
Supplies product offers in response to receiving a
request from a Seller. Airline refers to itself and any
subcontracted entity providing a service to the airline
Airline Shopping;
Payment and Ticketing
Airline currency
Miles, vouchers, residual value EMD, airline issued
gift/cash card
Payment and Ticketing
Ancillary Services
or Optional
Services
Ancillary Services are defined in PSC Resolution 787 as
anything outside of product attributes (optional or
discounted). Ancillary Services may be bundled in the
product offer, or offered as additional, a la cart
services. For the purposes of this document the term
Ancillary Services is sometimes used interchangeably
with the term Optional Services.
Airline Shopping;
Interline Ancillary
Shopping; Payment and
Ticketing
Anonymous
Shopping
No traveller personal data in the shopping request
Airline Shopping
API
Application Programming Interface
Airline Shopping;
Payment and Ticketing
Attribute Shopping
A search specifying one or more attributes to get more
focused results (eg equipment types, Seat types and
characteristics, baggage allowance, meals, etc.
Airline Shopping
Authentication
The process by which a system identifies an individual
or a business entity to make sure that the user or the
business entity is who they claim to be, based on
attributes that are sent in a message.
Airline Shopping;
Payment and Ticketing
Bilateral Interface
Agreement
A documented agreement made between the sender
and receiver as the basis of the data exchange between
systems This agreement defines a number of features
which are mandatory or optional within the
specification (time outs, message order processing,
reject processing)
Interline Ancillary
Shopping
Bilateral Time Limit A generic structure for time limits, that is subject to
bilateral agreements between parties.
Business Requirements Document – NDC Order Management
Airline Shopping
(requires a change) and
Order Management
Page 7 of 93
Booking time limit is the amount of time within which
the booking transaction must be completed (does not
include ticketing).
Airline Shopping
(requires change)
Booking Time Limit
NOTE: This definition in Airline Shopping is superseded
with the revised definition of Offer Time Limit (revised)
as provided in Order Management BRD
Cabin
A compartment where passenger seats are installed
Interline Ancillary
Shopping
Campaign
Identifier
Campaign ID is a tracking code used by the airline’s
advertising analytics system to monitor and optimize
the paid advertising by the airline across interactive
marketing channels. By including the Campaign ID with
shopping requests the online media publisher (MSE,
OTA, affiliate partner, booking widget, etc.) can help
guide the airline so that the airlines personalization of
offers can align with any paid advertising that may be
present on the publisher’s display.
Order Management
Card payment*
Various forms of payment that include: credit card
(includes UATP), debit card (PIN based or signature
based), pre-paid debit/bank/gift card, cash card where
the Airline is the merchant. Refer to IATA Resolution
728 Attachment A for full details on card types and
codes.
Payment and Ticketing
Cash payment
Any payment that is collected by the agent and settled
between the Airline and the agent. Refer to IATA
Resolution 728 Attachment A for full details on card
types and codes.
Payment and Ticketing
CBT
Corporate Booking Tool
Airline Shopping
Check/Cheque*
Personal or bank issued order for transfer of money.
Refer to IATA Resolution 728 Attachment A.
Payment and Ticketing
Commercial
Agreement ID
Code or ID referenced by ORA or POA in message
exchange which refers to a previously created bilateral
agreement. A SPA is an example.
Interline Ancillary
Shopping
Corporate ID
An ID provided by an airline to uniquely identify a
corporate location for which a commercial
arrangement exists.
Order Management,
plus change to Airline
Shopping
Deposit Time Limit
Time by which a deposit must be paid for an Order.
Airline Shopping
(requires change) and
Business Requirements Document – NDC Order Management
Page 8 of 93
Order Management
Distribution
Channel Provider
An entity that has the capability to interface with an
airline’s dynamic shopping API enabling distribution of
airline product offers across one or multiple channels.
For the purposes of this document it is assumed that
such provider shall use industry standard NDC XML
messages to communicate with airlines dynamic
shopping API, and may act as a content aggregator.
Airline Shopping
FQTV
Frequent Traveler
Airline Shopping
Group Booking
An Order made under a group name without individual
passenger names at the point of creation
Order Management
Inventory
Guarantee Time
Limit
The time that inventory for a specified product offer is
guaranteed as available. The inventory held must be
converted into a completed order before the time limit
expires otherwise the guarantee is lost. Held Inventory
is referenced by an Inventory Guarantee identifier
(equivalent in business terms to the legacy ITAREQ
‘Conversation ID’). In the context of Interline Ancillary
Shopping, this term is defined as the time window (or
final date) identified by the ORA or POA where
inventory will be held prior to booking.
Order Management;
Interline Ancillary
Shopping
Inventory
Guarantee
Identifier
An unique identifier issued by an Airline to reference
that inventory for a specified offer will be guaranteed
as available for a period
Order Management
Leg
The operation between a departure station and the
next arrival station
Interline Ancillary
Shopping
Marketing Carrier
The carrier that sells with its own code as part of a code
share agreement on a flight that is actually operated by
another carrier.
Interline Ancillary
Shopping
Meta Search deep
link
A link to an airline's or OTA's itinerary purchase page
enabling the user to purchase a specific itinerary offer.
Airline Shopping
Meta Search
shallow link
A link to an airline's or OTA's shopping results page
Airline Shopping
listing multiple flight options for a pre-specified city pair
and dates, as well as upsell / cross-sell products
MSE ( Meta search
Engines)
MSE redirect their users to an airline or Online Travel
Agent for the creation of an Airline Order. A MSE is not
involved in servicing the resulting order - this is done by
the OTA or Airline.
Business Requirements Document – NDC Order Management
Order Management
Page 9 of 93
Multi Leg Flight
A flight comprised of more than one leg
Interline Ancillary
Shopping
Naming Time Limit
Time by which an Order, must be completed with
individual passenger names.
Order Management
OAL
Other AirLine
Airline Shopping
Offer ID
Offer ID facilitates the tracking and verification of
individually priced
Airline Shopping;
Payment and Ticketing
offer(s) selected from the shopping response. Only the
Offer IDs of the ORA (Offer Responsible Airline) are
returned in shopping responses.
Offer ID is unique to each individually priced offer in the
shopping response even if the offer price is zero.
OfferID may be specific to individual passengers in the
offer, and may be associated with a segment or a
journey.
The set of Offer IDs returned in a response are
referenced by a Shopping Response ID.
Offer item
One or more products that has one price, eg a product
bundle
Order Management
Offer Responsible
Airline (ORA)
Offer Responsible Airline: The airline responsible for
returning a combined offer, including participating
airline offers, to the requesting entity
Airline Shopping;
Interline Ancillary
Shopping; Payment and
Ticketing
Offer Time Limit
Offer Time Limit is the amount of time within which
offers in a shopping response maybe reserved. Upon
expiring, a new shopping request must be sent.
Airline Shopping
(requires change)
NOTE: This definition in Airline Shopping is superseded
with the revised definition of Offer Time Limit (revised)
as provided in Order Management BRD
Offer Time Limit
(revised)
Operating Carrier
The time within which offers must be converted into
completed Orders. On expiry a new shopping
transaction is required. This definition supersedes both
Offer and Booking Time Limit definitions in the
Shopping BRD. Offer Time Limit is mandatory.
Order Management;
Interline Ancillary
Shopping; Payment and
Ticketing
The carrier that holds the Air Operator’s Certificate for
the aircraft used for that flight
Interline Ancillary
Shopping
Business Requirements Document – NDC Order Management
Page 10 of 93
Order
An Order is a uniquely identified record of the
agreement of one party with another to receive
products and services under specified terms and
conditions. ‘Order’ supports the sale of a flexible range
of airline products and services that are not necessarily
journey based (eg subscription services). A ‘PNR’, ‘super
PNR’ and ‘ticket’ are all today’s versions of airline
implementations of aspects of an Order.
Order Management;
Payment and Ticketing
An Order will contain 1 or more Order Items each with
an identifier that is unique within an Airline’s Order
Management system. An Order may support nonhomogeneity, ie each passenger in an Order may hold
different sets of order items at different prices.
Order item
A selected Offer item.
Order Management
Order
Management
Order Management is the process of taking, amending,
tracking and fulfilling requests for an airline’s products
and services.
Order Management
OSI
Other Service Information
Airline Shopping
OTA
Online Travel Agency
Airline Shopping
Participating Offer
Airline (POA)
Participating Offer Airline: An airline other than the
Offer Responsible Airline involved in a product offer
Airline Shopping;
Interline Ancillary
Shopping; Payment and
Ticketing
Payment Time
Limit
The deadline by which a commitment to pay must be
made for the items in the order. This includes ticketless
transactions and other accountable documents (ie
EMD. Payment Time Limit and Ticket Time Limit may be
the same in most cases; however, Payment Time Limit
expands to include ticketless transactions and other
accountable documents. Payment Time Limit is
mandatory.
Order Management;
Interline Ancillary
Shopping; Payment and
Ticketing
Personalised
Shopping
Traveller consents to include personal data in the
shopping request
Airline Shopping
PNR
Passenger Name Record
Airline Shopping;
Payment and Ticketing
Price Guarantee
Time Limit
Period for which an Offer price is guaranteed. On expiry
an Offer may be re-priced up to the point an
accountable document is issued. A Price Guarantee
Airline Shopping
(requires change) and
Order Management
Business Requirements Document – NDC Order Management
Page 11 of 93
cannot extend beyond the Offer Time Limit unless the
Order has been created.
Product Bundle
Where several products are offered for sale as one
product.
Airline Shopping
NOTE: This definition has evolved in Order
Management BRD, and has the same meaning as Offer
Item
Referrer Identity
Identifies to the aggregator or the airline, the specific
commercial contract under which a particular message
should be tracked; for example, is the message related
to (A) the x cents per click for traffic from Indonesia or
(B) the y % per ticket for each booking that originates
from Japan.
Order Management
Seller
Creates shopping requests to Airlines on behalf of a
customer and displays the subsequent product
responses for review
Airline Shopping;
Payment and Ticketing
Service Item
An airline service item is a product or a service that can
Order Management
be separately delivered and uniquely described by an
airline. It is referenced by an ID that is unique within an
airline.
A service may be sold separately in a single offer/ order
item or sold bundled with other service items in a single
offer/order item (eg a return price consisting of
inbound and outbound services).
Service Time Limit
Time limit for EMD creation. May be different from
Payment Time Limit
Settlement
providers
Third parties that provide settlement services between
agent and airlines. Could include ARC, BSP, TCH,
MoneyDirect, eeNet, etc.
Interline Ancillary
Shopping
Payment and Ticketing
Shopping
A process whereby a Seller is able to request offers Airline Shopping
from the airlines (ie flight and ancillaries) based on its
desired search criteria and receive offers corresponding
to its request. There are various types of shopping,
including, for example, Personalized/ Anonymous and
Attribute/ Affinity shopping types as defined in this
document.
Shopping Basket
A Shopping Basket is e-commerce software that allows
visitors to an internet site to select items for eventual
purchase
Shopping Response Shopping Response ID facilitates the tracking of what
Business Requirements Document – NDC Order Management
Airline Shopping
Airline Shopping
Page 12 of 93
ID
was offered and is an identifier unique to the source
airline for a set of product offers returned in response
to a shopping request.
Shopping Response ID may be comprised of an Offer ID
corresponding to an individual flight and/or ancillary
service product offer that make up the offer. See
Appendix D for scenarios illustrating use of this
identifier.
SSR
Special Service Request
Ticket Time Limit
Ticket Time Limit is the amount of time which the
booking maybe held until it must be ticketed or other
accountable documents issued (eg EMD).
Ticketing
The process of issuing any type of an accountable
document to fulfil an airline order.
Payment and Ticketing
TMC
Travel Management Company
Airline Shopping
XML
Extensible Markup Language
Airline Shopping
Business Requirements Document – NDC Order Management
Airline Shopping
Airline Shopping
Page 13 of 93
5
5.1
Functional Requirements
Functional Requirement Description
Note mandatory fields are indicated by a ‘*’ below.
5.1.1
Ref
#
1.1
Order Creation
Category
Guarantee
Inventory
Request
Requirements
Request airline to optionally guarantee
inventory for specified product offers
(which may be referenced by airline
Shopping Response & Offer IDs or by
entering the full details of a product)
without providing sufficient passenger
data to complete an Order.

InvGuaranteeRQ (new
message)

Enhancement to
AirShoppingRQ

InvGuaranteeRS (new
message)
Airlines may only provide an inventory
guarantee under particular conditions,
e.g. a qualifying POS or passenger (e.g. a
validated high tier frequent flyer). These
qualifiers will need to be present in the
request or derivable from request data
(eg Offer ID)
The mechanism by which an airline
guarantees inventory is not in the scope
of the standard.
1.2
Guarantee
Inventory
Response
Confirmation that inventory has been
guaranteed for specified products for a
period specified by the Inventory
Guarantee Time Limit and referenced by
an Inventory Guarantee identifier
(equivalent in business terms to the
legacy ITAREQ ‘Conversation ID’). The
Guaranteed Inventory Time Limit cannot
extend beyond the Offer Time Limit after
which new Offers will be generated.
Note an Inventory Guarantee may also be
issued as part of the initial Offer.
Valid responses are:
-
-
‘Inventory Guarantee Identifier’ for
each offer and/or product’s Service
ID
No Inventory Guarantee
- with reasons indicated
- or an indicator that there is ‘no
Business Requirements Document – NDC Order Management
Page 14 of 93
Ref
#
Category
Requirements
inventory available’ for the
product offer - or that the
product is ‘not under inventory
control’
- response may indicate
“waitlisted”
The ’Inventory Guarantee ID’ is
referenced in the Create Order request
to take up the guaranteed inventory.
1.3
Release
“Inventory
Guarantee”
An ability to release guaranteed
inventory based on a list of Inventory
Guarantee Identifiers. This is equivalent
to the legacy ‘Ignore’ transaction.

InvReleaseRQ (new
message)

OrderCreateRQ
Response is an Acknowledgment.
1.4
Create Order
Request
Order creation for all products and
services supported under NDC Airline
Shopping (see NDC Airline Shopping BRD)
- * specify the offer items or product to
be ordered.
- include Inventory Guarantee references
for previously guaranteed inventory.
- * identity of the entity that requested
the Order and Agent and Corporate IDs
- * contact details (phone, mobile, fax,
etc.) for agent, corporate, booker, each
passenger
- Passenger Identity No + Form of ID (eg
passport no)
- Agent’s Customer Profile ID
- *Passenger or Group names
- *Number of items (eg seats)
For Group Bookings:
- *Party Name
- * The Complete Party (TCP) indicating
total party size
For MSE:
- Airline advertising campaign identifier
Business Requirements Document – NDC Order Management
Page 15 of 93
Ref
#
Category
Requirements
- Form of payment and associated data
(for all supported Forms of Payment (see
Payment & Ticketing BRD), including
support for more than 1 form of payment
and split (eg EMD as one or more form
of payment and cash, or promo and cash,
Credit Cards, redemption currency ) and
including different forms of payment for
each passenger.
Create Order Request additionally
includes all the necessary data to allow
the airline to take payment by supported
Forms of Payment (see Payment and
Ticketing BRD) for products with Instant
Purchase terms, eg:
- for card holder not present payment:
payment card type, card number, CVV
number, card expiry date, account name
and billing address.
CustomerInputRS for PIN
‘phrasing’
- Plus the return of payment
authorisation codes as a result of
additional security such as 3-D Secure.
- Acceptable Price Variance: the
acceptable amount and/or percentage of
the total amount by which the Order
item price can vary from the Offer price
for Order creation to proceed, for
example to cover minor currency
exchange rate fluctuations for taxes
quoted in a different currency.
- Indicator that the Seller wants to
proceed or not with Order creation if one
of multiple forms of payment provided
fails, eg where each passenger provides a
form of payment.
Scope includes both flight and /or
ancillaries.
Business Requirements Document – NDC Order Management
Page 16 of 93
Ref
#
1.5
Category
Order View
Requirements
Return details of the created Order and
optional accountable documents issued
including support for multiple Order
references in different Order
management systems, eg multiple PNR
references for ORA and POAs, non PNR
based Order management identifiers and
1 or more subsidiary Order Item
identifiers within an Order.
OrderViewRS
OrderView to return:
- up to date contents of an Order,
excluding Airline internal elements (eg
remarks, airline special keywords and
Airline held customer data). Any form of
payment data will meet PCI compliance,
ie Card numbers will be partly or wholly
masked and no CVV data will be
returned.
- Pricing information at an Order Item
level and total for the Order
- Optional Price guarantee time limit at
order item level
- identity of the entity that requested
the Order item. This may be the agent,
corporate (eg Agent/corporate ID) or by
the passenger through an airline direct
channel (eg passenger name)
- order and order item status, eg
complete, pending, including delivery
status, eg ‘delivered’, ‘not delivered’ and
an indication that the airline cannot
deliver as ordered, eg due to aircraft
config change, schedule change,
operational disruption and so that the
airline may waive order change and
cancellation fees.
CustomerInputRQ/RS for PIN
‘phasing’
- contact details (phone, mobile, fax, etc)
for agent, corporate, booker, each
passenger
- Passenger Identity No + Form of ID (eg
passport no). Authentication of
passenger eligibility to an offer may be
Business Requirements Document – NDC Order Management
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Ref
#
Category
Requirements
required requiring a request for random
individual characters from a passenger’s
membership scheme password.
- Agent’s Customer Profile ID
- where an Order is sub-divided into
associated Orders (eg because a change
creates non-homogeneity in a PNR) then
provide the original Order or new Order
with the cross-referencing Order ID to
original or new Order
- Shopping Response & Order IDs and
service IDs for ordered items
For Group Bookings:
- the time limits for deposit payment, full
payment commitment ( including group
size firming),and passenger naming and
any Bilateral Time Limit.
- The Complete Party (TCP) indicating
total party size if split across >1 Order
When payment is part of the order
creation process, return:
- optionally, for ticketing carriers, issued
accountable document references
including support for partial ticketing in
the event of 1 passenger’s payment
failing.
CustomerInputRQ/RS for PIN
‘phrasing’
- or a declined payment message per
form of payment per passenger, per offer
item
- or a request for additional payment
security checks requiring further
interaction by the card holder and the
return of additional payment
authorisation codes from the card issuing
bank from the Seller system to the
Airline. Including 3-D Secure (eg Verify by
Visa, Amex SafeKey, etc.) which may
need the Airline to return a link to the 3D Secure page (see Payment & Ticketing
BRD).
- Payment Status (pending, declined, etc.)
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Ref
#
Category
Requirements
- Payment Bank Code (from reconciliation
file)
For changes to an Order where
accountable documents have already
been issued then the updated view of
Order will include references to
cancelled (eg for cancelled passengers
and associated ancillaries) and re-issued
(eg for itinerary changes) accountable
documents.
Order item creation, deletion or
amendment failures:
- include reasons for failure by Order
item including that some Order items
could have been successfully ordered or
changed but other items in the Order
failed, eg Offer or Held Inventory time
limit expired, Order price greater than
acceptable price variation from the offer
price, inventory not available, passenger
not eligible, product compatibility
broken, etc.
- optionally return best available
alternative offers
1.6
Airline request
for customer
data
Request by an airline for additional data
from the customer, including:
-
CustomerInputRQ
One or a combination of customer
credentials allowing the airline to
authenticate the customer, eg
Loyalty scheme membership id
and partial password for payment
by airline currency, url link to 3D
Secure provider, security
questions (eg mother’s maiden
name). Note it is assumed that the
customer will not be passing their
complete password via the Seller
but that the airline request will be
for a randomly generated subset
(eg 2nd, 4th & penultimate
characters)
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Ref
#
Category
Requirements
-
Additional customer product
delivery data eg limo pickup point
If the customer provided data in a
preceding Request/Response transaction
was invalid then the airline may repeat
the request for data, requiring that an
error condition can be included in the
request (eg ‘password invalid, please try
again’, ‘you have exceeded the number
of allowed tries, please contact our call
centre’)
1.7
Customer data
response
Customer data, eg
-
5.1.2
2.1
Password characters
Verification cryptogram generated
by 3D Secure process
response texts with their
associated requests
Order Retrieval
Order
Retrieval
Request
Responds with
OrderViewRS
See 1.4
CustomerInputRS
1) When the retrieval request comes from
the order creation requestor, then Order
Reference is sufficient with the identity of
the requesting entity (note it is the Agency
and/or Corporate that has access to created
orders not intermediaries that may have
forwarded the request)
Order reference may be a PNR reference,
ticket or EMD number, or other Airline
supported Order reference.
Extended Security: allow order view and/or
change access to be extended to entities
other than the order creation requestor, so
that for example TMC emergency call
centres can support customers away from
base. This may require the interpolation of
an additional security challenge (eg
customer security question and answers)
OrderRerieveRQ
CustomerInputRQ/RS for
customer security question &
response
Accept filter criteria to restrict the data
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elements of the Order returned to :
- itinerary
- air segment
- by passenger name for passenger
associated data and passenger data
applicable to all passengers
- form of payment
- accountable document data by reference
2.2
Transaction
History
Request
Request the transaction history audit trail
for a specified Order. Only available to the
order creation requestor (note it is the
Agency and/or Corporate that has access to
created orders not intermediaries that may
have forwarded the request).
OrderHistoryRQ
- identity of requesting entity
2.3
Transaction
History
Response
Provide a list of order transaction and/ or
other order related messaging details for a
specified Order. At a minimum the list is to
contain the following details:
-
2.4
Search for
multiple
Orders
OrderHistoryRS
Action Entity (who)
Action Date (timestamp)
Action Create, Read, Update or Delete
Order properties
Transaction type
Request a list of Airline Orders that meet all
of the specified search criteria. Only
available to the order creation requestor
and all authorised entities (note it is the
Agency and/or Corporate that has access to
created orders not intermediaries that may
have forwarded the request)
OrderListRQ
- identity of requesting entity
Search Criteria may include any
combination of the following:
by Airline
by Sales Office
by IATA number
by FQTV and airline
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by contact email address
By Surname (optional full name)
By Group Name
By Departure Station + Flight No (optional
date, arrival station)
By Flight No + Date
By O&D stations
By Travel start to end date range
By Ticket/EMD Issue date range
By Order creation date range
By Order Cancellation date range
By Agent/Corporate ID
By contact Mobile No
By Form of Payment type + PCI compliant ID
(eg first 6 and last 4 digits of payment card
no) + billing name
By Payment Status (pending, declined, etc)
By ticket status, not ticketed
By Passenger Identity No + Form of ID (eg
passport no)
By Agent’s Customer Profile ID
2.5
Order Search
Response
Airline responds with
OrderListRS
- a list of Order references matching the
search criteria with:
Passengers Full names
Number in Party
O&D and O&D of first segment
First departure date
Sales Office, IATA & Agent and
Corporate IDs
Order Creation date
Order Status (eg ticketed, not ticketed,
cancelled, flown, etc.)
or
- a list capped at a maximum record volume
(in the event that the search criteria is not
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specific enough)
- ‘no orders matched criteria’
- ‘search criteria too wide, repeat search
with tighter criteria’
5.1.3
3.1
Order
Amendment
Shopping
Request
Order Amendment
Specify a new shopping requirement for
each of 1 or more order items in a specified
Order and shop for alternative offers or reprice the specified order without change.
ItinReshopRQ (new message)
Add and/or delete items in an existing order
- Order reference may be PNR or non PNR
order reference.
- Identity of entity requesting the change
- may require inclusion of a passenger name
to meet minimum Order access security
requirements (see 2.1 Retrieve Order)
Supported changes are (including
combinations and both ORA and POA
products):
- flight date/time
- change of itinerary
- change to flight product and associated or
standalone ancillary products and service
requests (eg from one branded product to
another or one product bundle to another)
- change to cabin
- amend passenger type, add Infant, FQTV
and other passenger qualifiers
- amend (ie add/ remove) number of
passengers
As a result of receiving an unsolicited
notification from an Airline offering
alternatives to a now unavailable ordered
item (eg as schedule change or
cancellation), respond with:
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- a selected alternative offer
- rejection of all alternative offers
3.2
Order
Amendment
Shopping
Response
- Return airline product offers applicable to
a request to amend existing order items
and in context with the unchanged order
items
ItinReshopRS (new message)
- New offers may be returned for ancillaries
associated with a changed flight product
- The return of new offers may also result
from the removal of a qualifying passenger
or qualifying product (eg by product
marriage).
- Where a change will result in the
cancellation and/or exchange of existing
accountable documents, then return the
exchange value of these, the change fees
and the new offers
-A change of one item may result in a
change to other order items
- When there is disruption, the Airline
response may waive cancellation fees and
offer product change at no extra cost
- Identity of entity that requested the
change
3.3
Order
Amendment
Enactment
Request
Request a change to 1 or more Order items
by specifying the order item to be changed
and the new product to change it to, either
as a specification of the new requirement
without prior shopping or as a selected
offer ID from a preceding shopping
response.
OrderChangeRQ
Security requirements are as per 2.1 Order
Retrieval
Supported changes are as per 3.1 Order
Amendment Shopping Request, plus the
following:
Supports the cancellation of:
- 1 or more but not all specified passengers
by name and all passenger associated
itinerary and ancillaries, including un-
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named held space (eg for Group Bookings)
- and/ or the cancellation of parts but not
all of the flight itinerary and associated
ancillaries
- and/or standalone ancillaries
Supports the change of individual passenger
or unassigned inventory (eg for Group
Bookings) to a newly named individual.
Supports the division of specified
passengers or unassigned inventory from an
Order to a new associated order. Order
items and associated data are copied to
the new order.
- passenger name correction
- change to form of payment information
3.4
Order
Amendment
Enactment
Response
Return an updated view of the Order
OrderViewRS
- Where a change creates non-homogeneity
in a PNR requiring the separation of some
passengers into a separate newly created
PNR, then the reference to the new PNR
will be returned.
- Identity of entity that requested the
change
Where an enacted change results in the
cancellation and/or exchange of existing
accountable documents then return the
exchange value of these, the change fees
and the amount to pay (see Payment and
Ticketing BRD).
3.5
Cancel Order
evaluation
request
Request the fees for cancellation of a
specified Airline Order and all of its order
items. Order reference may be PNR or non
PNR order reference.
OrderRulesRQ
3.6
Cancel Order
evaluation
response
Returns the cancellation rules, fees etc. for
the specified order.
OrderRulesRS
3.7
Cancel Order
Request
Request the cancellation of a specified
Airline Order and all of its order items.
Order reference may be PNR or non PNR
OrderCancelRQ
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order reference.
- identity of entity that requested the
change
3.8
Cancel Order
Response
Returns confirmation of cancelled Order
and order items with cancellation fees,
supporting both PNR and non PNR order
reference types and including any
associated orders and any issued
accountable documents.
OrderCancelRS
- identity of entity that requested the
change
Returns the value of any cancelled
accountable documents associated with the
cancelled Order and cancellation fees – in
scope of Payment & Ticketing BRD.
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5.1.4
5.1
Unsolicited
Change
Notification
Order Change Notification
Message sent to the entity requesting the
original order indicating:
OrderNotifRQ
- Reason for issuance of notification, eg:
schedule change or cancellation,
conversion of Waitlisted requests to
confirmed Orders
re-accommodation notice, changes made
through the airline’s direct channel - both
sales and information updates,
reduction in Group booking party size or
cancelation of booking
aircraft equipment change (eg impacting
selected seat)
other reasons for not being able to deliver
items as ordered
- identity of impacted service(s)
- identity of entity that requested the
notified change, eg passenger, ORA or POA
airline
- Airline contact field, eg phone or link to
airline’s re-accommodation service
- compensation information (eg refundable,
non-refundable, waived change or
cancellation fee, compensation voucher
reference (ie EMD)
- optional information text in preferred
language (eg call to action)
- notification time stamp
5.2
Acknowledgement Return acknowledgement of receipt of
unsolicited messages with receipt time
stamp and receiving entity’s identity.
Acknowledgment will be used to maintain
Order transaction history.
ACK
Usage of Acknowledgement is optional and
described in Message Exchange Pattern
(MEP).
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Recommended Messages
5.2
Note: Recommended messages are to updated from the original OpenAxis schema used as the basis in
order to meet NDC business requirements. In consideration of the current industry pilots and OpenAxis
users, existing schema functionality may be retained where possible and applicable. As such
recommended messages functionality may, at times, extend beyond the scope defined in this
document. 5 new message pairs will be created in order to support:






Inventory Guarantee request and response
Inventory Guarantee Release
Re-shopping to change an existing Order
Order Rules
Transaction History request and response
Requests for customer data input
CustomerInputRQ/RS
Allows an intermediate message pair to be inserted allowing
additional information to be collected from the customer, eg
authentication of scheme membership, 3D-Secure, customer
product fulfillment data such as limo pickup point
InvGuaranteeRQ/RS
New NDC message to request that inventory is guaranteed for
specified Offers, pending their conversion into a completed Order
InvReleaseNotif/ACK
ItinReshopRQ/RS
NDC Shopping message set
OrderCancelRQ/RS
OrderChangeRQ/
OrderViewRS
OrderCreateRQ/
OrderViewRS
OrderHistoryRQ/RS
OrderListRQ/RS
OrderNotif
New NDC message to request the release of guaranteed Inventory
New NDC message to pass new shopping requests to an airline to
replace existing specified order items in an Order or for new
shopping requests to add to an existing Order. Airline responds
with product offers within the context of the existing Order. Also
usedto re-price an order (eg prior to payment)
See Airline Shopping BRD
Cancel specified order, returns confirmation of cancellation
Request modifications to an Order by specifying which order items
to delete or change and what to change them to. The updated
view of the Order is returned.
Request specified inventory to be held (returns a reference to the
held inventory) or request an order to be created (returns
complete view of the Order) or request additions to order data
elements (e.g. add frequent flyer data)
New NDC message to request the transaction history for an Order
Retrieve a list of Orders by one or more search criteria
Unsolicited order change notification message.
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OrderRetrieveRQ/
OrderViewRS
Retrieve a specified order by order reference and passenger name
OrderRulesRQ/RS
New NDC message to request the rules, change and penalty fees
applicable to a specified order
ShopProductRQ/RS
A part of Airline Shopping Changes Requests (PADIS Messaging
Week #3, March 2014)
SimpleTypes
The SimpleTypes schema promotes NDC type reuse as it contains
common SimpleTypes, attributes and attributes Groups used in
two or more NDC Phase 1 Shopping/ Pricing schema. It is included
in the CommonTypes schema file via an xsd: include mechanism.
CommonTypes
Common definitions, used by the majority of NDC transactions,
that provides a common representation of key data sets and
promote reuse within the specification.
5.3
Out of Scope Order Related OpenAxis Messages
InstantPurchaseRQ
Combines a PNR create with instant payment data. Taken out of
scope, as it is redundant with the functionality offered by
OrderCreate.
Loyalty messages
Relative to SME data
PNRSplitRQ
Maintains the homogeneity restriction of PNRs by splitting out
passengers with a different itinerary into a new PNR. Seller does not
need to specify its use as the Airline will use it internally when
necessary
PNRclaimRQ
Redundant as Airline hold the master Order
PNRDeleteRQ
Deletion of data elements from an Order has been incorporated
into OrderChangeRQ
PNRdisplayRQ
Retrieves an order from Aggregator cache, redundant as Airline
holds the master order
PNRExternalUpdateRQ
3 party notification of non-airline product
QueueRQ/RS
Legacy queue management, internal to Aggregator
Revenue structure
messages
Aggregator internal capability to set commissions
rd
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5.4
Message Sequence Flows
NOTE: Message Sequence Flow diagrams are provided for illustration purposes only. These diagrams are
not intended to recommend any particular business process workflow and do not cover all possible
scenarios and workflows as there can be an infinite number of possible constructions. Workflows will
depend on the business process users will implement, and may be different from one implementation to
another. Message pairs are atomic.
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5.4.1
Create Order
Common Booking User Case Message Flow
Seller/Agregator
Airline
1. AirShoppingRS – Result of the previous Shopping User Case / Flow
1.1. Offers displayed and decision is
made which to buy (if any) before
Offer TimeLimit expires.
2. InvGuaranteeRQ
Flight & other inventory controlled services OfferIDs
2.1. Should the Offer indicate the facility then
the inventory/services may be guaranteed for
an Inventory Guarantee Time with applied
qualifiers with a “Inventory Guarantee ID”.
Additional Offers may be added if the above is
looped.
3. InvGuaranteeRS
InvGuaranteeID and time limit
3.1. The user has until expiry of Offer Time Limit
to complete the Order
4. OrderCreateRQ
Send details required to create order: Selected Offers, Guarantee Inventory ID,
Names, contact details, form of payment, service requests etc
4.1. The Airline creates the Complete Order, RePricing the Order ensuring all qualifiers are still
there and no time limits have expired. Instant
payment offers will trigger payment and issue of
accountable documents
5. OrderViewRS
OrderID with items ordered & accountable document references or Payment Time Limit
5.1. Order confirmation sent to customer. Copy of
the Order may be stored locally.
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5.4.2
Name Spelling Change
Name Spelling Change User Case Message Flow
Seller/Agregator
Airline
1. OrderChangeRQ
The user requests a change to the spelling of one or more passenger names
1.1. The airline checks whether the name modification complies with
their policy. If it does the Airline updates the Order. This may
generate a ticket reissue (if previously issued).
2. OrderViewRS
Updated view of the Order
2.1. Users copy of the Order is updated.
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5.4.3
Group Booking
2-Group Booking User Case Message Flow
Seller/Agregator
Airline
1. AirShoppingRS – Result of the previous Shopping User Case / Flow
1.1. Offers displayed and decision is made which to buy (if
any) and to accept the conditions of the group contract
before Offer Time Limit expires.
2. OrderCreateRQ
Send details required to create order:
Group Name, contact details, service requests, acceptance of contract conditions.
2.1. The airline creates the Group Order with applicable review date
(receipt of deposit, review numbers, final names and ticketing)
3. OrderViewRS
OrderID is returned with Time Limits for review and finalisation of group together with any contractual conditions to be notified.
3.1. The user Creates a copy of the order in their system with
the necessary reminders to fulfil the conditions.
4. OrderChangeRQ
The user may send the Airline deposit payment details, reduction/increase in group size, passenger names, service requests, etc..
4.1. The Airline Updates the Order in their system. Additional
orders may be created for increases in the group size. This may
generate a Re-Pricing of the Order(s).
5. OrderViewRS
Any changes will be acknowledged and/or confirmed
5.1. The Users copy of the updated.
6. OrderNotifRQ
Automatic reduction/cancellation of group and size may be sent.
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5.4.4
Change Itinerary (Re-Shop) on an existing Order
Change Itinerary (Re-shop) on an existing Order
Seller/Agregator
Airline
0.1 Display current Order
1. OrderRetrieveRQ
Order ID
1.1 authenticate access rights to order and
return view of Order
2. OrderViewRS
2.1 Request new product options for specified
order items
3. ItinReshopRQ
Send request for new shopping options
3.1. Return new Offers, including for ancillaries
impacted by the change & new price to pay
(new total price plus cjange fees less original
value)
4. ItinReshopRS
Order & new Offer IDs,
4.1. Customer reviews offers and requests order
to be amended for selected offers
5. OrderChangeRQ
Order and selected Offer IDs, form of payment
5.1. Airline clears payment, makes changes to
order and returns updated view with any reissued accountable document refs
6. OrderViewRS
Updated Order & accountable documents
6.1. Updated Order confirmation sent to
customer. Copy of the Order may be stored
locally.
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5.4.5
Standalone Ancillary Order Creation (Paid Seat)
Note: Paid seating is used as an example, and it should be noted that a returned price for a
seat could be zero (ie the seat is offered at no cost to the customer). Irrespective of the prices
offered (zero or not), the same workflow will be applicable.
Standalone Ancillary purchase on an existing Order (paid seat)
Seller/Agregator
Airline
0.1 Request paid seating for specified sector
within an existing Order for a flight
1. SeatAvailRQ
Order ID
1.1 return (priced) available seat map
2. SeatAvailRS
Offer IDs
2.1 Display seat map. Request pricing for
selected seat (optional if pricing hasn’t been
provided in SeatAvailability)
3. FlightPriceRQ
Order & selected offer ID
3.1.Check seat availability & return final prices
for selected seat by passenger
4. FlightPriceRS
priced Offer,
4.1. Customer requests purchase of selected
seats
5. OrderChangeRQ
Order and selected Offer IDs, form of payment
5.1. Airline clears payment, makes changes to
order and returns an updated view with ref to the
accountable documents issued
6. OrderViewRS
Updated Order & accountable documents
6.1. Updated Order confirmation sent to
customer. Copy of the Order may be stored
locally.
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5.4.6
Purchase a Meal on an existing Order
Purchase a Meal on an existing fight Order
Seller/Agregator
Airline
0.1 Request availability of special meals on a
selected itinerary
1. ServiceListRQ
Order ID
1.1 return priced available meal offers
appropriate to the booked itinerary
2. ServiceListRS
Offer IDs
2.1 Request purchase of selected meal,
including form of payment
3. OrderChangeRQ
Order and selected Offer IDs, form of payment
3.1. Airline clears payment, checks availability,
makes changes to order and returns an updated
view with ref to the accountable documents
issued
4. OrderViewRS
Updated Order & accountable documents
4.1. Updated Order confirmation sent to
customer. Copy of the Order may be stored
locally.
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5.4.7
Meta Search Engine Facilitated Booking
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5.4.8
Meta Search Engine Booking via NDC-Enabled Deep Link to Airline
Website
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5.4.9
Order an Instant Purchase Flight Product
Order an Instant Purchase Flight Product
Seller/Agregator
Airline
1. AirShoppingRS
Offer IDs from preceding shopping process
1.1 Request Order creation of selected instant
purchase offers, include minimum order
completion details and form of payment
2. OrderChangeRQ
Selected Offer IDs, passenger and payment details
2.1. Airline clears payment, checks offer still valid
& availability, creates a flight order and issues
accountable documents. Returns view of Order
and refs to accountable documents
3. OrderViewRS
Updated Order & accountable document refs
3.1. Updated Order confirmation sent to
customer. Copy of the Order may be stored
locally.
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Order an Instant Purchase Flight Product with 3D Secure
Seller/Agregator
Airline
1. AirShoppingRS
Offer IDs from preceding shopping process
1.1 Request Order creation of selected instant
purchase offers, include minimum order
completion details and form of payment
2. OrderChangeRQ
Selected Offer IDs, passenger and payment details
2.1. Airline authenticates card payment but
requires additional 3D Secure authentication
3. CustomerInputRQ (optional)
3D-Secure request
3.1 online agency displays 3D Secure request to
customer to complete. Returns 3D Secure
authorisation code (or error)
4. CustomerInputRQ
3D Secure authorisation code
4.1. If 3D Secure authorised then Airline checks
offer still valid & availability, creates a flight order
and issues accountable documents. Returns view
of Order and refs to accountable documents
5. OrderViewRS
Updated Order & accountable document refs
5.1. Order confirmation sent to customer. Copy of
the Order may be stored locally.
1
1
3D Secure is used as an illustration for one potential methodology of securing Credit Card transactions. It must be noted, that an
Airline, or any other 3rd party implementer, may have its own strategy on credit card data processing. While 3D Secure is identified
as one potential methodology, an airline may choose to use any other methodology, as would be aligned with its strategy and it
would see fit.
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5.4.10 Involuntary Change
Involuntary Change: Re-accommodated flight cancelation Message Flow
Seller/Agregator
Airline
0.1 Airline cancels flight and notifies Seller of
re-accomodation onto new service
1 OrderNotifRQ
Send original and replacement Order items
1.1. Seller informs customer of change and
obtains their preference (accept change, request
refund or request a different service)
2. ItinReshopRQ
Send request for new shopping options
2.1. Airline processes shopping request in the
context of the cancelled flight and offers
replacements to meet customer’s preferences
within the airline’s allowable change policy
3. ItinReshopRS
Order & new Offer IDs,
3.1. Customer reviews offers and selects one
4. OrderChangeRQ
Order and selected Offer IDs
4.1. Airline validates change against policy,
changes the Order and returns an updated view
with re-issued accountable document refs
5. OrderViewRS
Updated Order & accountable documents
5.1. Updated Order confirmation sent to
customer. Copy of the Order may be stored
locally.
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6
Data Description
Refer to Appendix C - NDC Order Management Data Dictionary (maintained as a separate document due
to size).
7
Non-Functional Requirements
Order Access Security Assumptions
7.1
NDC introduces additional access security requirements since all Orders will be made under the airline’s
Sales Office and the concept of a booking being ‘owned’ by an agency Sales Office will be replaced by
airline controlled access to the subset of its Orders made on behalf of a specific agency Sales Office.
-
-
-
It is not the responsibility of the Airline to enforce the internal security model of an agency
organization; this is the responsibility of the Agency themselves (including their contracted 3rd
parties).
An airline will therefore allow view and change access to any orders from a Sales Office that is
authenticated as having requested those orders to be created.
An agency can include filter criteria in their access request in order to restrict access according
to its internal security model but the Airline will not determine whether the search criteria has
been correctly applied. For example:
o an airline will grant access to all orders requested by a Sales Office authenticated as
‘ABC Travel’ even if internally ABC Travel is organized to restrict access by staff based on
corporate accounts. It would be ABC Travel’s responsibility to manage which of their
staff can request access to a particular order but once that request has been submitted
to the Airline, the Airline is only required to authenticate that the message has
originated from ABC Travel. So if a staff member only allowed to see Corporate 123
submits a request to see orders for Corporate 456, and ABC Travel doesn’t prevent this
then the Airline will allow access since the order was originally made by the Airline on
ABC Travel’s request. In order to apply its internal security model, ABC Travel would
include a filter to restrict the orders retrieved to Corporate 123.
An airline is only able to authenticate the identity of the submitter of an NDC request message,
not the ultimate initiator of that request. If the Airline is interacting with an aggregator, it is the
aggregator’s responsibility to authenticate the identity of the Sales Offices interacting with it &
the Airline must ‘trust’ that the aggregator has performed that function in passing through the
identity of the Sales Office. For example:
o if aggregator ‘ABC’ passes through a request for Agent 123 to see it’s Orders, then the
Airline will only authenticate the identity of ‘ABC’, it must trust that ‘ABC’ has
authenticated that it is actually Agent 123 that has submitted the request to them and
further trust that Agent 123 has applied its own internal staff security model. The airline
Business Requirements Document – NDC Order Management
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will then allow access to any Orders made on behalf of a Sales Office with an identity of
‘Agent 123’
- Access security also needs to support extending secure access to Agencies other than those that
requested the creation of the order, for example to service a customer away from home. To
support this, the security model must be able to use credentials that the traveller themselves can
provide.
7.2
Non-Functional Requirements Applicability
Feature
Definition
Requirement
Order
Management
Standard based and
interoperable
messaging protocol
Messaging protocol must be based on industry
standards to enable interoperability
Applicable
Send Only
Also called a Push MEP, this is a simple one-way
messaging where an unsolicited message is sent to a
receiving system.
Conditional
NDC supports:
Send Only with no response, e.g. no
Acknowledgement response (ACK, NACK) is sent from
the receiving system back to the message sender.
Send Only with Acknowledgement response, e.g. an
Acknowledgement response (ACK, NACK) may be sent
from the receiving system back to the message
sender.
Receive only
Also called Pull MEP is a message pattern where a
non-addressable sender supports the ability to
explicitly obtain messages from another application.
This can be used for exchanges that are of “pull” type
only
n/a
Request/Response
exchange
Message pattern consists of one or more
request/response pairs. The correlation between a
request and a response is well defined. In this MEP the
response maybe deferred and the requesting
application may or may not block application
processing until a response is received
Applicable
Diagnostics/Routing
Authentication, diagnostic, logging & routing
information should be included in the message header
and not the payload
Applicable
Business Requirements Document – NDC Order Management
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Feature
Definition
Requirement
Order
Management
Reliability
Protocol capability to support assured and single
delivery to the receiving application with no message
loss
Applicable
Message
acknowledgement/
delivery report
Message exchange protocol acknowledgement
provides guaranteed delivery in a sense that if there is
any communication failure or any remote system
unavailability, the message is transparently repeated
until the application has received it. This is referred to
as reliability feature necessary for business critical
messages. Message loss may happen using application
acknowledgement only in cases like application or
system problems. It may however be complementary
to reliability mechanism. Additionally there is also a
notion of end to end delivery report that can be used
to request a delivery notification form the end user
generated by its messaging agent. This may be used
for cases that a proof of delivery is required by the
sender.
Conditional
Fault management
Capability to report permanent or transient problems
or errors in message exchange and return this
information to the sending application
Applicable
Priority handling
Capability to assign priority to messages and process
accordingly – separate between processing and
delivery related priority handling.
Applicable
Data confidentiality
Assurance that data remain secret except for those
entities that have been authorized to access this data.
(i.e. encryption/decryption). Identify any data
elements that are subject to specific confidentiality
requirements. For example payment card data will be
subject to PCI compliance requirements, and personal
data will be subject to PII (Personally Identifiable
Information) compliance requirements.
Applicable to
passenger
personal data
Business Requirements Document – NDC Order Management
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Feature
Definition
Requirement
Order
Management
Requester
Authentication
Capability to confirm the identity claimed by a sender
or entity
Message integrity
Capability to ensure that data are preserved in its
original form and not altered
Applicable to
the message
body
Capability to target
multiple recipients
Ability to send a message to more than one recipient
or applications
Applicable, eg
to multiple
directly
connected
airlines plus one
or more
aggregators
Supported in all
Request
messages. To
include the
identity of the
source of the
request (the
identity of the
selling entity,
the staff
member making
the request and
the Point of Sale
channel) and
any
intermediaries
that the request
has passed
through.
Applicable
Multi part Messages
Communications do not support the transmission of
messages in multiple parts.
Support for
attachment (for rich
documents (image,
large files etc.)
Ability to have digital attachments (to allow simpler
management of attachments and optimized transport)
Attachments
must not
appear in the
message – only
links to them
Message Compression
Capability to compress (to save bandwidth)
Applicable
Business Requirements Document – NDC Order Management
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Feature
Definition
Requirement
Order
Management
Support for specific
protocols
Please indicate what messaging protocols you expect
the industry will use to exchange the messages.
May need to
support either
or both SOAP
and REST
Response Time
Communications must support a timeout function
Applicable
Versioning
Messages must comply with PADIS versioning
specifications
Applicable
Localisation
Any localisation data elements must support the
ability to provide a language identifier
Applicable
Unique Message
Identification
Messages should provide the ability to support a
unique message identifier
Applicable
State
Messages should have the ability to support both
stateful and stateless modes of communication
Shopping
messages will
be stateless
Message Expiration
Communications should provide the ability to stipulate
an expiration timestamp
Applicable
Schema Language
Locale
Message schema must be written in en_us
Applicable
8
Code Lists
PADIS Codesets must be used where existing and where possible. DDXWG is responsible for requesting
PADIS to update and/ or add codesets as NDC business needs may evolve. Codesets are managed
according to PADIS methodology and governance process.
IATA



IATA Airline Coding Directory (ACD): Airline Designator Codes
IATA City Code Directory (CCD): Airport and City Codes (3 alpha characters: XXX)
IATA: 3 character Passenger Type (PTC)
PADIS





1050 – Sequence Number
1245 – Status Indicator
3227 - Place/Location Qualifier
9750 - Reservation Booking Designator or bilaterally agreed codes are used
9800 - Reservation Booking Designator
Business Requirements Document – NDC Order Management
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








9825 - Seat Characteristic, Coded
9864 - Row Characteristic
9865 - Seat Occupation
9972 - Originator Type Code
9978 - Cabin Facilities Characteristic
FST – Flight Segment Type
COT - Camera Orientation Type (refer to PADIS Codeset CR - PADIS Messaging Week 3)
MLT - Media Link Type (refer to PADIS Codeset CR - PADIS Messaging Week 3)
TDT - Touchpoint Device Type (refer to PADIS Codeset CR - PADIS Messaging Week 3)
Other




ISO 8601 (Date Format: YYYY-MM-DD and Military/ 24 Hour Format (HH:MM)
ISO 4217 (Currency designators (three character) format)
ISO 3166-1 (Country codes (two character)
Microsoft National Language Support (NLS) encoding (content language designators)
Code lists usage is further identified in Appendix C – NDC Order Management Data Dictionary.
Business Requirements Document – NDC Order Management
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Appendix A: List of Use Cases
The range of use cases included is not exhaustive. Use cases described are illustrations. Personalized
Booking scenarios are included to demonstrate the capabilities described in the business requirements.
Personalization is optional, and the level of personalization depends on the traveller choice.
ID
Name
Seller
1
Common Create Order Use
Case
Generic
Direct & /Or Distribution Channel
Provider
2
Group Booking
Generic
Direct & /Or Distribution Channel
Provider
3
Booking via TMC
TMC
Distribution channel provider
4
Leisure Travel Agency with
Anonymous Affinity
Shopping
Travel Shop/Call Centre
Distribution channel provider
5
Non flight order (lounge
pass, Booklet 10 flights )
Leisure Agent/ TMC/
CBT
Direct
6
Dynamic Bundle
TMC
Distribution channel provider
7
Change Itinerary (Re-shop)
on an existing Order
Generic
8
UC with change upgrade
TMC
Direct & /Or Distribution Channel
Provider
9
Common Booking Use Case
– Name Change
Generic
Direct & /Or Distribution Channel
Provider
10 UC with change from
Anonymous offer to a
personalized offer
Leisure Agent/ TMC/
CBT
Distribution Channel Provider
11 Conditional change due to a
qualifying passenger
Generic
12 Waitlist
Generic (Leisure Agent/
TMC/ CBT, etc.)
13 Involuntary Changes
Generic
14 Common booking
Generic
Business Requirements Document – NDC Order Management
Aggregator
Distribution Channel Provider
Direct & /Or Distribution Channel
Page 50 of 93
Cancellation
Provider
15 Metasearch Booking
Airline and OTA
16 Create Flight Order with
instant purchase
Travel Shop/Call Centre
Business Requirements Document – NDC Order Management
Direct channel provider & OTA
Page 51 of 93
Use Case 1: Common Create Order Use Case
1: Use Case Flow Overview
Principal actors (with roles):
Customer (Traveler) – The person purchasing the product who may or may not be travelling
Seller - Selects offer(s) to book (examples: Leisure Agency, Travel Management Company, Corporate
Booking Tool, etc…)
Aggregator – Aggregates various “offers” from different providers
Airlines – Providers who respond to shopping & booking request
Preconditions/Assumptions:
Assumption: The Shopping Response may include offers with: Bundled Fares, Unbundled Fares, as well
as A-La-Carte Ancillary services.
Precondition: Travelers have indicated to the Seller (and provided or withheld consent for) what
personalized information and preferences can be used and exchanged with industry providers in the
process of Booking for and Booking/Servicing travel products and services.
All parties (Sellers, Aggregators, and Airlines) involved in the process have been identified and
authenticated.
The Selling System may or may not offer the concept of a Shopping Basket.
Description:
This Use Case may be used as a “Base” on top of which all others may be constructed.
The Seller reviews the offers received from the Airline. Offer responses may include: Bundled Product
Offers, Unbundled Product Offers, as well as A-La-Carte Optional Services.
Steps to follow in the process:
1. The “ShoppingResponse” is returned and presented to the “Seller” for review.
 The “ShoppingResponse” may contain Offer items with a “Offer Time Limit” for the purpose of
indicating the time for which the Airline will keep a record of the response to facilitate the
booking process. Once the time limit has expired the airline may clear the response from their
cache and require that the seller/aggregator no longer make reference to that
“ShoppingResponse” in any subsequent booking messages.
2. The “Seller” reviews the “ShoppingResponse” and decides whether to purchase an offer
3. The “Seller” selects one or more “Offers” to purchase.
 The “Offers” are returned with a “Offer Time Limit” by which time the “Seller” must request
any of the included offers. Should the “Offer Time Limit” expire then the airline may no longer
have any record of the Offers and a new “Shopping Request” may be required.
4. The “Seller” selects the “Offers” they wish to purchase
4.1. Some airlines may wish to offer the facility to guarantee inventory space at this step in the
process, the facility needs to be indicated in each Offer item, if so then:

A message may be sent to the airline to hold the inventory
4.2. The airline may then respond with a message which may contain the following indicators:
Business Requirements Document – NDC Order Management
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5.
6.
7.
8.
9.
10.

Whether space is actually held or not

If held, for how long (“Inventory Guarantee Time Limit”)

Whether the “Offer” price is guaranteed for that time period.

A “Inventory Guarantee Reference” to be referred to when the booking is completed.

Qualifiers to be sent
The seller may be able to accumulate additional “Offers”.
Once they have finished Shopping they may complete the purchase “proceed to check-out”.
If the “Offer Time Limit” is still valid then the booking may be completed.
 The “Order Creation request” is sent with all the information required to complete the sale (i.e.
names, contacts, forms of payment, etc..)
o If the inventory space was held then a “Inventory Guarantee Reference” may be sent to
the airline to use the space previously held in 4.1.
The airline validates the order creation request, re-pricing with qualifiers.
If the validation fails then the user is directed to re-shop. If it succeeds then the Airline executes the
order request and returns a Order ID.
Should the seller not wish to commit fully to the purchase, a Purchase Time Limit will be in force by
which time there must be an authenticated commitment to pay and an accountable document
issued (ie a ticket for ticketing airlines). Other a-la-carte “Offers” may also be offered, i.e. insurance,
etc…
Post Conditions:
An Order is made in the airlines system, a copy of which may be recorded by the Seller´s and/or
Aggregator´s systems.
The booking may require instant payment and ticketing, whereby the seller enters the ticketing flow, the
first step of which may be to check that any and all time limits have not expired.
Business Requirements Document – NDC Order Management
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1. ShoppingRS
2. Reveiw
Offer(s)
3. Select
Offer(s)
No
4. Do I want to
Hold Space?
Yes
4.2 Space/Offer
Guarantee
Indicator
4.1 Hold
Inventory
No
No
5. Finished
Shopping?
Yes
7. Space/Offer
Guarantee
Indicator
6. Order
creation request
8. Offer
Validated
(repriced)
9. Validated?
Yes
10. Clear
Payment
11: issue
accountable
doument
Business Requirements Document – NDC Order Management
Page 54 of 93
Use Case 2: Group Booking
Principal actors (with roles):
Customer (Traveller) – The person purchasing the product who may or may not be travelling
Seller - Selects offer(s) to book (examples: Leisure Agency, Travel Management Company, Corporate
Booking Tool, etc…)
Aggregator – Aggregates various “offers” from different providers
Airlines – Providers who respond to shopping & booking request
Preconditions/Assumptions:
Assumption: The Shopping Response may include offers with: Bundled Fares, Unbundled Fares, as well
as A-La-Carte Ancillary services.
Precondition: Travelers have indicated to the Seller (and provided or withheld consent for) what
personalized information and preferences can be used and exchanged with industry providers in the
process of Booking and Servicing travel products and services.
All parties (Sellers, Aggregators, and Airlines) involved in the process have been identified and
authenticated.
The Selling System may or may not offer the concept of a Shopping Basket.
Description:
This Use Case is for a booking for ten or more passengers, travelling together for the entire journey.
Group bookings are typically ordered and held with a deposit and names may be given at a certain
period of time prior to departure.
The Seller reviews the offers received from the Airline. Offer responses may include: Bundled Product
Offers, Unbundled Product Offers, as well as A-La-Carte Optional Services.
Due to the nature of Group Bookings, the time between “Shopping” for offers and Order creation may
be much longer.
Steps to follow in the process:
1. The “ShoppingResponse” is returned and presented to the “Seller” for review.
 The “ShoppingResponse” may contain Offers with an “OfferTimeLimit” for the purpose of
indicating the time for which the Airline will keep a record of the “Offer” to facilitate the group
sales process. Once the time limit has expired the airline may clear the response from their
cache and require that the seller/aggregator make a new shopping request
2. The “Seller” reviews the “ShoppingResponse” and presents it to the Customer for review
3. The “Seller” selects the Offer items the customer has chosen
4. The “Seller” sends a “Order creation Request” to the airline containing the Offers .
5. The airline will then respond with a message which may contain the following indicators:
 An order identifier
 Whether space is actually confirmed or is on request
 Whether a deposit or full payment and ticketing will be required
 If and when the space is confirmed the following information may be sent by the airline:
Business Requirements Document – NDC Order Management
Page 55 of 93



The deposit amount due
The date by which the deposit is due
The date by which time:

The group size must be reviewed

The passenger names must be provided
6. Post Conditions:
 An order is created in the airlines system, a copy of which may be recorded by the Seller´s
and/or Aggregator´s systems.
 The order may require instant payment and ticketing, whereby the seller enters the ticketing
flow, the first step of which may be to check that any and all time limits have not expired.
 Some of the most common changes to Group Bookings are:
 Addition of names / Change of names (prior to ticketing)
 Split some passengers from the group to depart and/or return on different dates to the
bulk of the group
 Addition of Ancillary Services once the individual passengers and their needs are known.
Increase in group size
Business Requirements Document – NDC Order Management
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Use Case 3: Booking via TMC
Description:
Post the shopping request, response, offer, selection of offer by the customer and acknowledgement of
the offer (Air Fare and Ancillaries) by the airline, this use case continues with the order creation process.
The booking scenario remains as follows:
Two travellers (1 Top Tier FF and a VGML request) booking via a TMC who is using a distribution channel
provider as an Aggregator, looking for a Round-Trip International itinerary with a non-stop outbound
and a stop-over on the return flight. The customer would like to review and book available seats before
completing the booking process.
Principal actors (with roles):
Customer - (Traveller/s)
TMC – (Seller)
Distribution channel provider – (Aggregator)
Airlines – (Provider)
Preconditions/Assumptions:
An acknowledged offer (including ancillary / add-on ancillary services) is stored by the airline. The offer
could be stored under one or more Offer IDs and Service IDs.
It is assumed that a booking system is available for transfer of information and booking creation process
between the TMC, the Distribution channel provider and the Airlines. Hence, information transfer
including request, communication, acceptance and acknowledgement of the offer, as well as the entire
booking creation process including holding of the inventory and management of offer, Inventory
Guarantee and Payment time limits is conducted through this booking system.
Steps to follow in the process:
1. The customer asks the TMC to hold inventory and make a booking for the selected offers.
2. The TMC requests the Distribution channel provider to book the offer (including ancillary / addon ancillary services) with the airline.
3. The Distribution channel provider requests the airline to hold inventory and make a booking.
4. The airline validates whether the offer time limit, the Inventory Guarantee Time Limit and the
Payment Time Limits are valid for the selected and acknowledged offer.
5. If the time limits are no more valid, the airline informs the Distribution channel provider which
informs the TMC, which in turn informs the customer that the offer is no more valid and hence,
requests the customer to select any other offer. The flow ends.
6. If the time limits are still valid, the airline holds the inventory for both the travellers for each of
the bookable component of the selected offer i.e. the To and Fro round trip international
journey and any other ancillary services that are part of the selected offer.
7. The TMC then passes on the traveller personal information (names, contact information,
emergency contact details, frequent flyer numbers, as well as other preferences gathered from
the traveller’s profile to the airline via the Distribution Channel provider.
8. In the request, the TMC also includes a request for vegetarian meals for both the travellers for
the To and Fro flights.
9. The airline validates whether the Offer, Inventory Guarantee and Payment time limits for the
inventory held flights and ancillaries are still valid.
Business Requirements Document – NDC Order Management
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10. In case the time limits have expired before generation of the Order ID, the Airline informs the
Distribution Channel Provider which informs the TMC, which in turn informs the customer. The
TMC has to request for a fresh offer again. The flow ends.
11. However, if the time limits are still valid, the airline makes a reservation for the held flights and
ancillaries and generates an Order ID.
12. Since the payment time limit is still valid, the customer has the option to hold the inventory until
the payment time limit.
13. The airline also actions (confirms or rejects) the request for the vegetarian meals for the
travellers.
14. The airline returns the Order ID along with the order details to the TMC via the Distribution
channel provider.
15. The TMC presents the Order ID and its details along with the payment time limit to the
customer/traveller.
16. The flow ends
Post conditions:


An order (including ancillary / add-on ancillary services) is created and stored with the
airline. There could be one or more confirmation numbers based on the number of services
included in the order.
No services booked by the airline.
Flow Diagram:
14
Flow Ends
13
The TMC communicates
thePayment time limit
and theOrder ID to the
customer
12
The airlines
communicates the
Payment time limit and
theOrder ID to the TMC
11
The airline generates
an Order ID
Yes
No
0
Re-Price / Re-Shop
8
The TMC requests for
the Order ID
1
Customer Requests
the TMC to book the
selected offer
9
The airline validates
the Offer, Inventory
Guarantee and
Payment time limits
7
The TMC passes
traveller information to
be added to the
booking
2
The TMC requests the
airline to book and
hold inventory
(through the DCP)
6
The TMC passes
traveller information and
special service requests
to be added to the
booking
3
The airline validates
the offer, inventory
guarantee and payent
time limits
No
4
Time Limits Valid?
10
Time Limits
Valid?
Yes
Business Requirements Document – NDC Order Management
5
Hold space/inventory
for each of the
services in the offer
Page 58 of 93
Use Case 4: Leisure Travel Agency Booking
This use case is in continuation to the shopping use case for 'Leisure Travel Agency with Anonymous
Affinity Shopping'.
Description:
Post the shopping request, response, offer and selection of offer by the customer, this use case
continues with the order creation process. The shopping and booking scenario remains as follows:
A family member visits a high street Travel shop to book flights for their annual beach holiday. Their
holiday dates are fixed but not their destination. They specify a direct flight. The travel agent does not
provide any personal details to the airline suppliers during the shopping process except that they are a
party of 2 adults and 2 children under 12. They also want to buy holiday Fast Track.
Principal actors (with roles):
Customer - (Traveller/s)
Leisure Travel Agent – (Seller)
Distribution Channel Provider - (Aggregator)
Airlines – (Provider)
Preconditions/Assumptions:
A user accepted offer (including ancillary services - Fast Track Ancillary) is acknowledged and stored by
the airline. The offer contains an Inventory Guarantee Time Limit.
The offer could be stored under one or more bundled/unbundled Offer IDs and Service IDs for the
following:
- Airfare based on passenger types (These could be agent negotiated net fares with the airline provider
via the Distribution Channel Provider (e.g. IT or Seat only)
- Holiday Fast Track Service
Steps to follow in the process:
1. For the customer selected offers within the Offer time limit, the Travel Agent requests for
inventory to be guaranteed
2. If the Offer time limit is still valid, the airline guarantees the inventory for the entire party (2
adults and 2 children under 12 years) for each of the bookable components of the selected
offer/s for a specified time and passes on the information of the booked orders on the booking
tool to the Leisure Travel Agency via the Distribution Channel Provider. The order includes:
- To and Fro flights to the beach destination for the selected negotiated fare (IT or Seat Only).
- Holiday Fast Track Service
3. The Travel Agent informs the customer of the inventory guarantee and requests them to
provide the individual passenger details in order to complete the booking.
4. The customer then provides the personal information (names, date of birth, contact
information, emergency contact details, frequent flyer numbers, etc. for each of the travelers.
5. The Travel Agent inputs the passenger information in the booking tool to complete the booking.
6. At this stage, the airline again validates whether the Inventory Guarantee, Offer and the
Payment time limits for the inventory held flights and ancillaries are still valid or not.
Business Requirements Document – NDC Order Management
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7. In case the time limits have expired, the airlines informs this to the Travel Agent (on the booking
tool) who in turn informs to the customer. The customer has to request for fresh offers again.
The flow ends.
8. However, if the time limits are still valid, the airline crates an order with the traveler details.
9. The Leisure Travel Agent again asks the customer to provide the preferred payment method and
its details.
10. The customer provides the Credit Card details for making the payment for the booking.
11. The Travel Agent inputs the passenger information and payment details in the booking and
charges the credit card with the total booking amount.
12. The airline authenticates the payment then issues accountable documents i.e. Electronic Tickets
and EMDs for the booked order.
13. The Travel Agent passes the order and accountable document references to the customer.
14. The flow ends
Post conditions:


An order (including ancillary) is created, ticketed and stored with the airline.
No services booked by the airline.
Business Requirements Document – NDC Order Management
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Flow Diagram:
13
The Flow
Ends
12
The Airline Issues the the
E-Tickets and EMDs
11
The TA Collects the
payment and appends
the payment details in
the booking
10
The customer advises
the Payment details
for making the
payment
9
The airline Updates
the order with the
traveler information
0
The Customer accepts
the offer
Or
Reoffer
Yes
1
The TA requests for
booking creation on
the booking tool
2
The Airline validates
the Inventory
Guarantee, Offer and
Payment Time Limits
No
3
Time Limits Valid?
7
The airline again
validates the Inventory
Guarantee, Offer and
the Payment time
limist
No
8
Time Limits
Valid?
6
The TA enters the traveller
information details in the
booking
5
The customer provides
traveller information to
the TA
Yes
4
The airline holds space/
inventory for each of
the services in the offer
and creates Order ID
Business Requirements Document – NDC Order Management
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Use Case 5: Non Flights Order
Description:
The airline receives a request to offer for a non-flight product on its portal. The product requested is a
one year subscription for fixed number of lounge access i.e. 10 accesses for the year. The airline is the
distribution partner for the lounge brand and sells the subscription of the lounge on its portal. The
airline returns the offer which is accepted and purchased (ordered) by the customer though a seller. The
product is not instant purchase and so payment is not taken as part of this Use Case.
Principal actors (with roles):
Customer - The person purchasing the product who may or may not be traveling.
Seller – Selects offer(s) to book (examples: Leisure Agency, Travel Management Company, Corporate
Booking Tool, etc…)
Airline – Provider who respond to shopping & booking request
Preconditions/Assumptions:
Assumption – The airline is an authorised reseller of lounge access subscription service through its
portal.
Precondition - A customer accepted offer for a lounge subscription service is acknowledged and stored
by the airline.
The offer made by the airline has valid offer, price guarantee and payment time limits.
Steps to follow in the process:
1. A shopping response (AirShoppingRS) for lounge subscription access is returned by the airline
and presented to the seller.
2. The shopping response may contain an offer time limit, a price guarantee time limit and a
payment time limit.
3. The seller reviews the shopping response and presents it to the customer for review.
4. The customer reviews the airline offer and asks the seller to book and purchased it.
5. The seller requests the airline to book the offer and create an order (OrderCreateRQ).
6. The booking request is sent with all the information required to complete the order, i.e.
o Name of the passenger for whom the lounge access subscription is purchased;
o Date of Birth;
o Frequent Flyer Number (If any);
o Start and end period of the subscription (Validity);
o Any other information required
7. The airline validates whether the offer, price guarantee and payment time limits are valid.
8. If the time limits are no more valid, the airline returns with the response that the time limit has
expired and the seller needs to request for new offers. The flow ends.
9. If the time limits are valid, the airline books the order and returns an order ID to the seller along
with the order details (OrderViewRS).
10. The flow ends
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Post conditions:
 An order for the lounge access subscription is created and stored with the airline.
 No orders are booked by the airline.
Flow Diagram:
14
Flow Ends
13
The Seller prints the
accountable document
and provides it to the
customer
12
The airlines Issues an
accountable document
(EMD) for the non flight
service
11
The airline Updates
the Order with the
payment details
Yes
No
0
Re-Price / Re-Shop
8
The seller provides the
payment details to the
airline
1
Customer Reviews the
offer and rquests the
Seller to book the
selected offer
2
The TMC requests the
airline to book The
order
9
The airline validates
the Payment time limit
7
The customer pays for
the order
3
The airline validates
the offer, price
guarantee and the
payment time limits
6
The Sellers asks the
customer for the
payment
No
4
Time Limits Valid?
10
Time Limit
Valid?
Yes
Business Requirements Document – NDC Order Management
5
The airline books the
order and generates
and order ID
Page 63 of 93
Use Case 6: Adding Dynamic Service Bundle to Booking (anonymous or
personalized)
This use case is based on a common booking workflow and shows as extension the selection of dynamic
service bundles.
Description:
Starting point: Agent has
a) Received and selected an offer as agreed upon w/corporate traveller. Selection may be (a) a
fare family with already pre-packaged and included services or (b) a fare without any additional
services.
b) User is then displayed any additional “a-la-carte” (bolt-on) service items available in addition to
the basic selection.
Shopping/Booking scenario:
The business traveler calls his agent at the TMC to book a regular business trip. He is known to always
look for some helpful services to speed up his ways though the airport and to also be able to work on
the plane.
Principal actors (with roles):
Customer - (Traveller/s)
TMC – (Seller)
Distribution Channel Provider - (Aggregator)
Airlines – (Provider)
Preconditions/Assumptions:
Agent has the results from the Shopping response displayed and discussed with the traveller. It appears
that none of the pre-packaged fare families provide exactly what the traveller wants in terms of ancillary
services. Instead there is a special discounted fare offered based on the provided Corporate ID but that
fare does not have any pre-packed services (as not all levels of travellers of this corporation are entitled
to ancillary services).
Simultaneously with the base offers the POS application also displays what additional a-la-carte services
are available for each returned offer. These services were also discussed with the traveller and he
decides to go for one of the ‘Service Bundles’.


Each Service bundle displayed has its own OfferID and Service ID
o Each individual service inside the bundle also has its own Service ID
All content described above and displayed has been provided in the Shopping Response
Steps to follow in the process:
1. TMC agent selects the corporate offer and sends a request to guarantee inventory without any
details in order to secure the flight inventory. POS app logic may check the offer validity and
reject processing the request if it is expired.
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2. Aggregator checks if offer is within offer validity – if yes, proceeds by passing request to airline,
otherwise returns an ‘expiration’ or ‘not any longer available/valid’ message to aggregator who
informs the TMC’s POS application (most likely triggering a new shopping request - end of flow)
3. Airline holds the flight inventory for a specified time and sends this to the aggregator with
confirmation of hold (no order is generated at this point)
4. Aggregator returns airline’s confirmation to TMC.
5. TMC agent verifies that the traveler is within corporate policy and is allowed to select the
services in question. Agent continues with one of the following options. The different options
below reflect the different packaging methods the airline can apply to their service bundle
offering. The Shopping response does support all methods outlined below so that the POS app
can display and execute accordingly
Option 1:
The bundle offered is a customizable service bundle where the traveler can choose 3 out of the
5 services offered. Traveler asks agent to choose: Priority boarding, Fast Track through Security
and WiFi. This bundle is dynamically priced based on the corporate ID (corporate negotiated
deal) and the traveler’s top tier level status has also influenced the price point.
Option 2:
The bundle offered is a customizable service bundle where the traveler can choose 3 out of the
5 services offered. Traveler asks agent to choose: Priority boarding, Fast Track through Security
and WiFi. This bundle is NOT initially priced – but the individual selectable services have
individual prices and based on selection the bundle price is dynamically established. This can be
done by the POS app or the POS app sends a ServicePriceRQ message with the selection to
obtain the dynamic price from the airline via aggregator.
Option 3:
If TMC agent initiated the initial shopping request w/attributes for (a) PriorityBoarding, (b)
FlyByLane, (c) WiFi and (d) PowerPort then these services can be dynamically bundled and
returned in the original ShoppingRS and be made available for selection as a STATIC bundle (no
individual service selection within the bundle – just the selection of the entire offered service
bundle).
Note: The airline may choose to INCLUDE the above and create a “fare family” or may choose to
offer the services as a Service Bundle to be added to the selected corporate fare.
6. Traveler may or may not request the selection of any additional bundle or single a-la-carte item
to be added to the POS application display.
7. TMC agent is not sending a request to hold inventory for the above ancillary service selection (as
the selected services are not inventory controlled). Agent instead continues to collect all
mandatory data from traveler (or pulls it from an existing profile).
8. The order creation request is now being send containing
o The held flights (with offer ID – allowing the airline to match with the held inventory)
o The additionally selected Service Bundle(s) with
 Associated “Bundle Offer ID”
 Individual “Service Offer ID” for each of the 3 selected service
o Any additional Service with individual “Service Offer ID”
9. At this stage, the airline validates whether the booking time limit for the [flight] inventory is still
valid or not. – if yes, airline proceeds with the processing of the booking request (see next step),
Business Requirements Document – NDC Order Management
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otherwise airline returns an ‘expiration’ or ‘not any longer valid’ message to POS app (triggering
a new shopping request - end of flow)
10. Airline executes the order request and returns confirmation (Record Locator) to the TMC via
aggregator.
11. Payment / Ticketing will follow but is not within the scope of the booking workflow
Post conditions:
A confirmed order (including ancillary) is created by the airline and communicated to the seller via
aggregator.
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Use Case 7: Change Itinerary (Re-shop) on an existing Order
Description:
Customer contacts their Travel Agent to change an existing order: changing a flight date and adding a
new segment. Ancillaries had been ordered on the flight that is changing. Fare rules for the ordered
itinerary allow change for a fee.
Principal actors (with roles):
Seller: On behalf of their customer - generate new shopping requests, display airline product offer
responses, order selected products from airline
Airlines: provide access to existing order details, respond to requests to change orders with new
product offers and create, update and cancel orders [and provide the necessary accountable
documentation]
Preconditions/Assumptions: Customer has an airline order originally made through the Seller.
Post Conditions: Seller has a changed order
Steps to follow in the process:
1: Customer requests Seller to change their airline order to depart a day earlier and add a side trip
2: Seller requests the airline for the current version of the airline Order, quoting the order reference
(and the passenger's surname?)
3: Airline authenticates the Seller's credentials, retrieves the order, verifies that the Seller has view
rights to this Order and returns the order data to the Seller (Else returns a 'no access allowed' message)
4: Seller reviews the existing order and sends a request to change it to the Airline, detailing the new
flight and routing requirements and quoting the Order reference
5: Airline retrieves the referenced Order and
 looks up the fare rules to calculate the residual value of the existing Order and the applicable
change fees
 checks for the presence of ordered ancillaries on the impacted passenger segments,
 creates product offers for the new flight and route requirements
 produces new ancillary offers relevant to the new request, including any previously ordered
ancillaries transferred to new flights and the residual value of any ancillaries that have had to be
cancelled.
and returns these to the Seller together with any unchanged order items and a Booking Time Limit
7: The Seller displays these to the customer. The customer selects a new set of new product offers
8: optional. Seller requests airline to re-price the new offers referenced by their offer identifiers with the
unchanged order items
9: optional. Airline re-prices the customer selection and returns to Seller, including the change fee and
residual value of the old order.
10: Seller requests the airline to reserve the customer selection and re-issue the accountable documents
if accountable documents have already been issued for the original order, including those for ancillaries,
otherwise the TTL of the original order still applies if the limit has not been reached.
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11: Airline either cancels the old Order and creates a new one or amends the existing order by cancelling
changed order items and adding newly selected order items. The order reference (and accountable
document references if re-issued) is returned to the Seller, together with the reference of any cancelled
Orders and cancelled accountable documents.
12: Seller passes new Order reference (and accountable document references if re-issued) to Custom
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Use Case 8: With Change Upgrade Cabin
Description:
The customer had made a booking with his travel agent for LHR to JFK and back in Economy Cabin. He
had made the booking for the flights 10 days before the flight date and made the payment for the order
as well. 5 days before the flight date, he approaches the airline directly requesting for an upgrade from
Economy cabin to Business cabin by presenting the free of charge upgrade voucher he had received
from the airline as a result of his tier level upgrade in his Frequent Flyer member ship with the airline.
Principal actors (with roles):
Customer (Traveler) – The person purchasing the product who may or may not be travelling.
Seller – Selects the offer and books the order – Leisure Travel Agency, Travel Management Company,
etc.
Airline(s) – Providers who respond to shopping, booking and booking update requests.
Preconditions/Assumptions:
Precondition: A booking is made in the airlines system, a copy of which may be recorded by the Seller´s
systems.
All parties (Sellers, Airlines) involved in the process have been identified and authenticated.
Steps to follow in the process:
1. The customer approaches the airline and provides the order ID or the Order reference number to
the airline for retrieval.
2. The Airline retrieves the order and validates the order credentials as well as the credentials of the
customer for authenticity and security purposes.
3. The airline also validates the accountable documents (Tickets/EMDs, etc.) issued
4. The customer asks the airline to upgrade his outbound flight LHR to JFK from Economy to Business
Cabin.
5. The customer also presents to the airline the free of charge upgrade voucher sent to him by the
airline a few weeks earlier as recognition for his frequent flyer tier level upgrade.
6. The airline validates the upgrade voucher.
7. If upgrade voucher is not accepted, the airline refuses the customer’s request for upgrade explaining
why the upgrade has been refused.
8. The airline agrees to upgrade the outbound flight as requested on the condition that seats are
available in Business Cabin.
9. The airline searches its system for Business cabin offers for the same route, flights and dates as
booked in the existing order.
10. If no offers are available for the Business Cabin, the airline informs to the customer and the flow
ends.
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11. Offers are available, so the airline cancels the existing Economy cabin order item and
updates the order for the business seat using the upgrade voucher information as form of payment
and reissues the Electronic Ticket as per the upgraded flight.
12. The Flow Ends
Post Conditions:
The order is modified in the airlines system for the upgraded cabin, a copy of which may be recorded by
the Seller´s systems.
The cabin upgrade is not allowed as the upgrade voucher is not valid or there are no seats available in
the Business Cabin.
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Flow Diagram:
9
The Flow
Ends
1
Customer asks airline
to retrieve the preexisting order
2
Airline retrieves the order
and validates the order and
customer credentials and
the accountable documents
8
Airline issues new
accountable document
7
Airline rebooks the
flight in Business
Cabin
Yes
3
The Customer presents the
upgrade voucher and asks
airline to re-book the flight
from economy to Business
cabin
No
4
Airline validates
the voucher,
voucher valid
6
Offers available?
No
5
The Airline checks for
offers in Business
Cabin
Yes
0
Airline informs the
Customer that
upgrade is not
possible
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Use Case 9: Generic Booking Use Cases – Name Change
Principal actors (with roles):
Customer (Traveller) – The person purchasing the product who may or may not be travelling
Seller - Selects offer(s) to book (examples: Leisure Agency, Travel Management Company, Corporate
Booking Tool, etc…)
Aggregator – Aggregates various “offers” from different providers
Airline(s) – Providers who respond to shopping & booking request
Preconditions/Assumptions:
Precondition: A booking is made in the airlines system, a copy of which may be recorded by the Seller´s
and/or Aggregator´s systems.
All parties (Sellers, Aggregators, Airlines) involved in the process have been identified and authenticated.
Description:
This Use Case describes the process flow of modifying or changing a name on a previously created
reservation.
Steps to follow in the process:
1. The Seller retrieves the reservation.
1.1. This may cause the Selling system to request an updated copy of the reservation details from
the airlines system.
1.2. The Seller selects one or more of the passengers to change or modify the name
1.3. The Seller modifies the name(s) and submits the request to the airline
2. The Airline validates the request which may include:
2.1. Have accountable documents been issued?
2.2. How many characters in the name are being modified?
2.3. Are the flights still available?
2.4. Are any Ancillary Services affected
3. If the name change/modification is refused, the Airline will respond with the original reservations
details and explaining why the change has been refused.
4. If the name change/modification is accepted then:
4.1. The Airline will inform the Seller whether there are any conditions and charges applicable to
the change.
5. If the Seller accepts the conditions, and any applicable charges, then:
5.1. If any tickets have been issued the airline may reissue new tickets and any other document
necessary (i.e. EMD), go to Ticketing/EMD Flow.
5.2. If the ticket has not been issued the airline will process the request and return a confirmation.
If there are payments to be processed go to Ticketing/EMD Flow.
6. Post Conditions:
 The booking is modified the airlines system, a copy of which may be recorded by the Seller´s
and/or Aggregator´s systems.
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
The change/modification may require instant payment and re-issue of the ticket and any other
applicable documents (i.e. EMD) to cover any charges. If so then the Ticketing flow would be
entered.
1. Seller
Retrieves
Reservation &
Requests Name
Change/
Modification
2. Airline
Authorises the
Request
No
3.Original
Reservation
Returned with
Reason for
Denial
Yes
4. Conditions
and Charges are
notified
5. Seller Accepts
Conditions and
Charges
No
Original
Reservation
Returned with
Reason for
Denial
Yes
6. Update Reservation
is returned. Payment
& Ticketing Flow is
entered if necessary.
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Use Case 10: Change from Anonymous offer to a personalized offer
Principal actors (with roles):
Customer – (Traveller/s)
Seller – (Leisure Agency, Travel Management Company, Corporate Booking Tool, etc.)
Aggregator – (Distribution channel provider)
Airlines – Provider who responds to the Order requests
Preconditions/Assumptions:
An order already exists and was created for a Customer where all personalized information was
withheld for the shopping requests, resulting in an anonymous order (AO).
The existing order may include bundles fares, unbundled fares as well as a-la-carte ancillary services.
The Customer wishes to provide personalized information to update the order and possibly get a better
deal with the airline (discount, more attributes and/or services, modified terms and conditions, etc.)
It is assumed that an anonymous order updated with personalized information will always be on par
with the original order or to advantage of the customer.
Post Conditions:
An updated order which now includes some personal information that will allow the airline to better
serve the customer with the current order (request) as well as with futures orders (Customer Lifetime
Value).
It is accepted that the initial order (AO) will remain unchanged in the event that no better offer can be
made or customer doesn’t accept it.
Description:
The customer with an already created anonymous order has decided to convert it into a personalized
order (PO). [This maybe because the customer had forgotten their login credentials or frequent flyer
information at the time of the original order, or it may have been by design as the customer may not
have fully understood the value of providing this personal information upfront during the shopping
process, or any other reason]
The seller retrieves the AO, gets the relevant personal details of the customer and sends a request to
the airline to get a new personalized offer. This can be Order Amendment Shopping Request.
The airline will validate the request and determine if anything in the AO can be changed (the assumption
is that it should be “improved” for the customer in terms price, terms and conditions, new services, etc.)
If there is a “better” offer, then it will be returned together with any changes that will affect the AO
(customer), as price and fees, cancellation/exchange of documents, new items, etc.
The seller will pass the new offer to the customer and if it is accepted will send an Order Amendment
request to the airline (using the old AO and the new offer).
Steps to follow in the process:
0. The Seller retrieves the order by providing the order number and/or some other information (e.g.
last name) to identify it. Authentication and validation on the permissions to retrieve the order are
handled outside this use case
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1. Customer reviews AO and decides to request a Personalized Offer
2. Customer enters personal details (that may affect the price or order attributes). These could include:
Frequent Flyer information, Email address of previous orders, Corporate ID, Personalized coupon
code, etc.
3. Seller Uses AO (details) and Customer’s personal details to request a new personalized offer.
4. The airline validates the request and evaluates the AO and new personal information. This
evaluation could include
 Has payment been received and processed
 Has the order been fulfilled
 Has the order been consumed – e.g. flown segments
5. Airlines determines if a new offer can be created
6. If there isn’t anything in the AO that can change, the airline return same AO with a potential
(warning) message.
7. If the airline determines the order can be changed (improved) with the new items and/or attributes
then using AO details and customer details creates a new “best” offer. This can include
 Price(s) change
 Additional free items added to the order – e.g. Lounge access, More baggage allowance
 New terms or conditions
8. Airline returns to the seller the new offer, the old Anonymous Order, and any potential changes
related to accepting it (new price change, new terms and conditions, etc.)
9. Customer review new Offer and all associated changes
10. Customer determine is accepts new Offer (and any new conditions)
11. If Customer doesn’t accept new Offer the use case ends with no changes to original order (AO)
12. If Customer accepts new Offer, Seller creates Order Change request with old AO and new offer
13. Airline change/updates the AO with the new offer, and returns to seller the Personalized Order
14. Use Case ends with new Personalized Order (PO)
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`
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Use Case 11: Conditional change due to a qualifying passenger
Description:
Travel Agent has made a booking for 2 customers, one of who has identified themselves in the booking
as a high tier frequent flyer in the airline’s scheme. A high tier customer has access to the advance seat
selection ancillary at zero price with this airline and due to this airline’s product rules all customers in
the booking get this ancillary at this price and have also pre-selected their seats. The Travel agent has
now been instructed to cancel the high tier customer’s itinerary so that the other passenger no longer
has access to free seat selection.
Principal actors (with roles):
Seller: On behalf of their customer - generate new shopping requests, display airline product offer
responses, order selected products from airline
Airlines: provide access to existing order details, respond to requests to change orders with new
product offers and create, update and cancel orders [and provide the necessary accountable
documentation]
Preconditions/Assumptions: Customer has an airline order originally made through the Seller.
Post Conditions: Seller has a changed order
Steps to follow in the process:
1: High tier customer requests Seller to cancel their itinerary in their 2 passenger order.
2: Seller requests the airline for the current version of the airline Order, quoting the order reference
(and the passenger's surname?)
3: Airline authenticates the Seller's credentials, retrieves the order, verifies that the Seller has view
rights to this Order and returns the order data to the Seller (Else returns a 'no access allowed' message)
4: Seller reviews the existing order and sends a request to cancel the high tier passenger’s itinerary to
the Airline, quoting the Order reference
5: Airline retrieves the referenced Order and
 looks up the fare rules to calculate the residual value of the existing Order and the applicable
change fees
 checks for the presence of ordered ancillaries on the impacted passenger segments
 checks the impact of the removal of a qualifying passenger from the booking and consequently
sends a new product offer for the pre-seat selection ancillary for the remaining passenger
and returns these to the Seller with the value of any refund, if any and an Offer Time Limit
6: The Seller informs the remaining customer of the new seat selection offer. The customer decides not
to take up the offer.
7: Seller sends a confirmation of the cancellation of the passenger itinerary to the Airline, but not the
seat selection ancillary.
8: Airline amends the existing order by cancelling changed order items including the remaining
customer’s current seat selection. The order reference is returned to the Seller, together with cancelled
accountable documents.
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Use Case 12: Waitlist
Description:
The customer has created an order with one or more order items waitlisted and before being fully
consumed (executed) the airline determine that the waitlist status of at least on item has changed.
It will send a specific, non-solicited message to the seller (entity that has requested the original order
creation) informing that the order status has changed (an item or more have been confirmed).
The seller will confirm with the customer the change of status and any other associated changes (price
changes, fees, service changes, terms and conditions changes, etc.) If the customer does not accept the
new, modified order, then the seller will have to cancel the order. If the customer accept the changes
the new order is retained.
Principal actors (with roles):
Customer – (Traveler/s)
Seller – (Leisure Agency, Travel Management Company, Corporate Booking Tool, etc.)
Aggregator – (Distribution channel provider)
Airlines – Provider who responds to the Order requests
Preconditions/Assumptions:
An order which has at least one order item waitlisted was created for a Customer with an Airline.
The seller is able to receive unsolicited messages, acknowledge them and then present to the customer
for confirmation.
Upon changes the status of an order item from waitlisted to confirmed, any other related item will be
modified accordingly (even cancelled) so the resulting order is valid.
Post Conditions:
An updated order which now has all order items in confirmed or not waitlisted status or a cancelled
order (no order).
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Steps to follow in the process:
1. Use case starts with an order with 1+ items in waitlist status
2. Airline determines that 1+ items from the order are confirmed (status changed from waitlist
to confirmed)
3. Airline updates the order and informs the seller (entity that has created the order) that the
order status has changed.
 The message should identify which order item has been confirmed
 The message should detail any other changes in order as a consequence of the status
change (price changes, fees, service changes, terms and conditions changes, etc.)
4. The seller acknowledge receiving the message
5. The Seller informs the Customer which review new Offer and all associated changes
6. Customer will accept or not the new, modified Order and any associated changes
7. If Customer accepts the changes, Seller will send a notification to the airline that the
changes are accepted
8. Use case end with changed Order with new status for one or more items and potential
other changes
9. If Customer does not accept the changes, the Seller will send an Order cancelation request
to the airline
10. Use Case ends with order canceled (no active order)
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Use Case 13: Involuntary Change
Description:
Includes besides Schedule Changes, unavailability or change of any ordered services,
Assumptions:
Process for involuntary change starts when a PNR has been created. Offers will not be changed, nor
eliminated, but are no longer available in case they are selected.
Guaranteed inventory during the offer process or during the creation of the PNR does also not qualify
for the change process.
Terms in the following Diagram:
Ticketing: stands for the ticket and for EMDs.
In a ticketless environment ticketing stands for paid service/segment/ancillary.
Order stands for segment or PNR (depends what is affected by the change)
“Queue to customer/Seller” stands for Messages between Airline to Customer/Seller including:

Codes for the affected services, failure reason and codes for differentiated actions
(information, compensation, new offer, etc.)






Compensation Codes (refundable, Money, Points, Voucher)
Language Indicator of the Customer
Specified link to Airline or seller website to present personalized actions or compensations
Pushed notification with feedback features for Email, SMS, Smart phone
message includes indicator for involuntary change, so that airline does not apply change fees
It is assumed that Seller/Agent is capable to receive and respond to such messages.
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Use Case 14: Generic Booking Use Cases - Cancel Booking
Principal actors (with roles):
Customer (Traveller) – The person purchasing the product who may or may not be travelling
Seller - Selects offer(s) to book (examples: Leisure Agency, Travel Management Company, Corporate
Booking Tool, etc…)
Aggregator – Aggregates various “offers” from different providers
Airline(s) – Providers who respond to shopping & booking request
Preconditions/Assumptions:
Precondition: A booking is made in the airlines system, a copy of which may be recorded by the Seller´s
and/or Aggregator´s systems.
All parties (Sellers, Aggregators, Airlines) involved in the process have been identified and authenticated.
Description:
This Use Case describes the process flow of cancelling a previously created reservation.
Steps to follow in the process:
1. The Seller retrieves the reservation.
1.1. This may cause the Selling system to request an updated copy of the reservation details from
the airlines system.
1.2. The Seller selects one or more of the passengers to cancel and requests the cancellation.
2. The Airline validates the request which may include:
2.1. Has the ticket been issued?

If the ticket has not been issued:

The airline will check if there are any other charges payable/refundable and if so the
Seller will be advised and asked if they accept in step 3.

If the ticket has been issued the any charges or refunds will be advised to the seller for
their acceptance.
The Airline responds advising of conditions and any charges / refunds that may apply.
3. If the Seller accepts the conditions, and any applicable charges, then the cancellation is confirmed:
3.1. If any TKTs or any EMDs have been issued the Payment/Refund Ticketing/EMD Flow is called.
Post Conditions:
 The booking is modified/cancelled in the airlines system, a copy of which may be recorded by
the Seller´s and/or Aggregator´s systems.
 The change/modification may require instant payment and re-issue of the ticket and any other
applicable documents (i.e. EMD) to cover any charges. If so then the Payment/Refund &
Ticketing flow would be entered.
 The refund is processed.
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Flow Diagram
1. Seller Retrieves
Reservation &
Requests
Cancellation of
some or all
passengers.
2. Conditions and
Charges are notified
3. Seller Accepts
Conditions and
Charges
No
Original
Reservation
Returned.
Yes
4. Reservation is
modified/cancelled
Payment/Refund &
Ticketing process may
be invoked.
Business Requirements Document – NDC Order Management
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Use Case 15A: MSE Deep Link
1: Use Case Flow Overview
Principal actors (with roles):
Meta Search Engine (MSE) – website or app used by requestor to determine which Order she/he wants
to book
Airlines – (Provider and Seller)
OTA – (Aggregator and Seller)
Aggregator – may be used by MSE to complement offers that were received directly from Airlines and
OTA’s
Requestor (Traveler) – The person purchasing the product who may or may not be travelling
Preconditions/Assumptions:
General Assumptions:

The Shopping Response may include offers with: Bundled Fares, Unbundled Fares, as well as ALa-Carte Ancillary services.
MSE Specific Assumptions for Deep Linking:



Shopping completed normally, with Airline Profile guiding the MSE to shop via NDC
ShoppingRS contains a WebAddressID (or, outside of NDC the airline has provided the MSE with
a table of which URL’s to use across permutations of geo-location / POS, device i.e.
laptop/desktop vs. smartphone vs. tablet, and language preferences)
As the MSE may present the user with 1000 or more offers, we assume that the airline offer will
be available for at least a few seconds while the requestor is filtering and reviewing to find the
desired offer (“ShoppingResponseTimeLimit”)
General Preconditions:



Travelers have indicated to the Seller (and provided or withheld consent for) what personalized
information and preferences can be used and exchanged with industry providers in the process
of Booking for and Booking/Servicing travel products and services.
All parties (Sellers, Aggregators, and Airlines) involved in the process have been identified and
authenticated.
The Selling System must offer the concept of a Shopping Basket.
MSE Specific Preconditions for Deep Linking:



The flow for Deep Linking may vary, based on whether the requestor is a known traveler to the
MSE
If the requestor is a known traveler, then the MSE booking process will proceed with an Order
creation request , to which the airline may respond with an OrderID
If the requestor has not yet identified to the MSE who is the traveler at the moment of selecting
an Offer to book, then the MSE booking process will proceed with an Inventory guarantee
Business Requirements Document – NDC Order Management
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request message to create a ‘provisional’ Order until such time as the Deep Link has occurred
Description:
The Requestor reviews the offers received from the Airline. Offer responses may include: Bundled
Product Offers, Unbundled Product Offers, as well as A-La-Carte Optional Services.
Steps to follow in the process:
1. Some airlines may wish to offer the facility to guarantee inventory space at Shopping step in the
process, the facility needs to be indicated in each “OfferID”.
2. The Requestor indicates to the MSE that there are offers that she or he wishes to book via
OrderRQ.
3. An interstitial page is presented to the Requestor, to inform her or him that messaging is
underway between the MSE and the airline
4. Then, there are two possible paths, based on whether the traveler is known to the MSE, or
whether this is an anonymous traveler
a. If the traveler is known to the MSE, then the MSE proceeds with Order request, and the
MSE sends a message to the airline indicating:
i. All the information required to complete the sale (i.e. names, contacts, forms of
payment, etc..) excluding the CVV code
ii. Which core Offers and which supplemental (optional) offers are to booked
iii. If the inventory space was held then a “Guarantee InventoryReference” may be
sent to the airline to use the space previously held
b. Otherwise, if the traveler is not yet declared to the MSE, then the MSE proceeds with a
InventoryGuaranteeRQ, and the MSE sends a message to the airline indicating:
i. Which core Offers and which supplemental (optional) offers are to booked
ii. If the inventory space was held then a “Inventory Guarantee Reference” may be
sent to the airline to use the space previously held
5. The airline then responds with a message which may contain the following indicators:
·
Order ID
·
Whether space is actually held or not
·
If held, for how long (“Inventory Guarantee Time”)
·
Whether the “Offer” price is guaranteed for that time period.
·
A “Inventory Guarantee Reference” to be referred to when the booking is completed.
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6. The MSE retrieves the airline’s WebAddressID which had been received at the moment of
AirShoppingRS (or, if WebAddressID was left blank in the AirShoppingRS, then the MSE as a fallback knows to do a lookup in its own, local, off-NDC table of that airline’s URL’s and query string
parameters).
7. The compute the correct URL for this deep linking, using the OrderID and either the
WebAddressID or the locally-referenced URL syntax
8. The MSE interstitial is then redirected to the correct URL with the OrderID that it received via
NDC messaging
9. The requestor lands on the airline website
10. The airline validates the booking request, re-pricing with qualifiers.
a. If successful, the requestor is prompted to proceed with the purchase and/or make
further customizations or enhancements to the trip
b. If unsuccessful, then the user is directed to re-shop.
11. Once the traveler confirms that she or he wishes to finalize the purchase of the Order and
provides the CVV code, the Airline executes the booking request and returns a record locator.
12. Should the Requestor not wish to commit fully to the purchase, the airline may offer the
Requestor the ability to make a temporary HOLD on the Order.
Post Conditions:
A booking is made in the airlines system.
The MSE receives confirmation that the booking and ticketing were successful, along with the Orders (all
fulfilled Offers) that were present in the purchase, during the Reporting, Settlement, and Accounting
process.
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Use Case 15B: MSE Facilitated Booking
1: Use Case Flow Overview
Principal actors (with roles):
Meta Search Engine (MSE) – website or app used by requestor to determine which Order she/he wants
to book, and also used by requestor to provide full passenger detail as well as full payment detail
Airlines – (Provider and Seller)
OTA – (Aggregator and Seller)
Aggregator – may be used by MSE to complement offers that were received directly from Airlines and
OTA’s
Requestor (Traveler) – The person purchasing the product who may or may not be travelling
Preconditions/Assumptions:
General Assumptions:

The Shopping Response may include offers with: Bundled Fares, Unbundled Fares, as well as ALa-Carte Ancillary services.
MSE Specific Assumptions for Facilitated Booking:


Shopping completed normally, with Airline Profile guiding the MSE to shop via NDC
As the MSE may present the user with 1000 or more offers, we assume that the airline offer will
be available for at least a few seconds while the requestor is filtering and reviewing to find the
desired offer (“ShoppingResponseTimeLimit”)
General Preconditions:



Travelers have indicated to the Seller (and provided or withheld consent for) what personalized
information and preferences can be used and exchanged with industry providers in the process
of Booking for and Booking/Servicing travel products and services.
All parties (Sellers, Aggregators, and Airlines) involved in the process have been identified and
authenticated.
The Selling System may or may not offer the concept of a Shopping Basket.
MSE Specific Preconditions for Facilitated Booking:

The traveler has logged into the MSE, or has otherwise filled out a form to provide the MSE with
all detail required about the traveler and about the payment.
Description:
The Requestor reviews the offers received from the Airline. Offer responses may include: Bundled
Product Offers, Unbundled Product Offers, as well as A-La-Carte Optional Services.
Business Requirements Document – NDC Order Management
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Steps to follow in the process:
1. Some airlines may wish to offer the facility to guarantee inventory space at Shopping step in the
process, the facility needs to be indicated in each “OfferID”.
2. The Requestor indicates to the MSE that there are offers that she or he wishes to book via
OrderRQ.
3. The MSE proceeds with Order RQ, and the MSE sends a message to the airline indicating:
a. All the information required to complete the sale (i.e. names, contacts, forms of
payment, etc..) including the CVV code
b. Which core Offers and which supplemental (optional) offers are to booked
c. If the inventory space was held then a “Inventory Guarantee Reference” may be sent to
the airline to use the space previously held
4. The airline validates the booking request, re-pricing with qualifiers.
5. The airline then responds with a message which may contain the following indicators:
·
Order ID
·
Whether the booking process was successful or not
6. If Step 5 was unsuccessful, then the user is directed to re-shop.
7. If Step 5 was successful, the Airline returns an OrderID to the MSE.
8. The MSE presents its Requestor with the record locator on the MSE’s screen or app.
Post Conditions:
A booking is made in the airlines system.
The MSE receives confirmation that the booking and ticketing were successful, along with the Orders (all
fulfilled Offers) that were present in the purchase, during the Reporting, Settlement, and Accounting
process.
Business Requirements Document – NDC Order Management
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Use Case 16: Create Flight Order with instant purchase
Description:
Travel Agent requests an airline to create an order for a flight offer that has instant purchase and instant
ticketing terms. The customer’s credit card is used to pay on the airline’s merchant.
Note: the use case is similar for a ticketless carrier with the exception that a ticket record is not created
or returned by the Airline.
Principal actors (with roles):
Seller: requests order, confirms fulfillment with customer
Airline: creates order, takes payment, creates ticket record
Payment Service Provider: authorizes or declines payment card for transaction
Preconditions/Assumptions: Customer has selected an airline offer to purchase
Post Conditions: Customer has confirmed airline order and ticket
Steps to follow in the process:
1: Seller sends a request to the airline to create an order for the selected flight offer with instant
purchase terms. The seller includes the offer ID, passenger details, customer’s credit card details for
payment.
2: The Airline checks that the offer is still valid and the flight product still available.
2a: If is not the airline returns an appropriate error message
2b: Else the airline sends the credit card details to its payment service provider to validate the
card
3: The Payment Service provider returns an authorisation code or declines authorisation
4:
4a: If the card is declined, Airline returns an appropriate error message to Seller
4b: Else the Airline creates an Order with the passenger, Seller, product offer details, payment
details, card authorisation code. The Airline creates a ticket record in its ticketing system. The
airline returns the order and ticket references to the Seller.
5: Seller passes product order and ticket details to the customer
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Appendix B: Relationship of NDC Time Limits
Time Limits Definitions are contained in Terms and Definitions section of this document
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Appendix C: NDC Order Management Data Dictionary
Appendix C contains NDC Order Management Data Dictionary, which is maintained as a separate document due to its size.
Business Requirements Document – NDC Order Management
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Appendix D: Relationship between NDC Offers and Orders
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