This was one of 22 responses to last week’s Letter to the Editor, Agents deserve a voice in NDC transition. This candid comment comes from Linda Wattrus, Managing Member of XL Halloworld Travel.
This letter completely nailed it for most of us, for sure.
Change has always been the nature of our industry, and I would say we handle change fairly well. We expect it.
IATA introduced the NDC initiative in 2012 already! I mean, I wasn't even 40 yet and could still party all night long! I made my first NDC booking with Lufthansa in August 2019 (via the LH Portal), and the pax changed! Nightmare... and cost me money in the end. Fast forward five-plus years later, and the needle has barely moved.
My question is – what have all the tech people been doing for the last 13-years? The GDSs (which were formed by the airlines themselves back in the day) knew this was coming and have seemingly been shockingly reactive.
I've even had thoughts that NDC is actually a conspiracy-initiative invented to make our lives such a misery that we just all change careers. For me that would mean pole dancing at an old age home – because at least they'd have a very bad looking and possibly mentally unstable, traumatised post-COVID, failed-NDC, old, ex-travel-agent who can still smile and wave because it's just what I do.
Yes... the death of the retail agent by industrial-genocide.
The fact that such an inept "initiative" is being forced onto us beggars belief. All our systems, processes and volumes are built on the history of our abilities and the capabilities of the GDSs. Why not enhance the already-working wheel. Why re-invent it? Surely there must be a better way – there are lot of very clever people out there; is this seriously the very best they could come up with? I find that quite impossible to believe.
The truth is that, globally, agents are not gobbling-up NDC like it's their first Cadbury Wholenut in years. It’s moving at a glacial pace (yes, I have always wanted to quote Miranda Priestly). Our counterparts across the world also roll their eyes, hold their heads in their hands, and physically feel the real dread heat up their throats at the thought of this being what we need to face every day – just like we do. And it's not because we don't want change, but for goodness sake – give us something that makes us more productive! It's a no brainer.
They've been trying for more than a decade to get this off the ground, and it's a failure so far. Must we be patient for another decade? Who is out there fighting this for us? As usual it is us, at the coal face, who end up carrying the proverbial can.
How can it be acceptable, in any industry, to force a grossly inadequate system onto an industry that contributes many billions to that industry? This almost doesn't even feel completely legal somehow.
When NDC works properly and helps us to work simpler, better, faster – it will spread like Omicron. But as long as it remains the Yeti it now is, the roaring and wailing will continue by all sides. We just don't have enough hours in the day to mess around with this and churn out the volumes needed.
Airlines are becoming more heavy-handed with EDIFACT inventories being moved over to NDC. Understandably they have spent a pretty penny on their now teenage wonky wheel and they are desperate for us to get on that bike and ride – even if we perform like Marelize did on that rugby field.
Everyone involved needs to step back and calm down. Sense and reason need to be restored. If we remain in what I am starting to feel is a sort of frenzy, I fear there will be a TRAXIT (Travel Agent Exit). A "brain drain" if you like... who wants to work under these conditions in perpetuity?
So yes, I am all for raising our voices, sharing our experiences and advocating for tools that help us do what we love.
And I thank you, dear Author, for breaking the ice with your now viral letter. We need more of this.
