Finnair has made aviation history by becoming the first airline globally to implement a ‘Native Order’ system, a groundbreaking digital innovation powered by Amadeus technology.
The Nordic carrier’s CEO, Turkka Kuusisto, marked the milestone on May 5 by placing the world’s first native order on Finnair.com, booking a flight from Helsinki to London Heathrow.
The ‘Native Order’ system, aligned with IATA’s One Order directives, consolidates customer data into a single, integrated record, replacing traditional Passenger Name Records and e-tickets.
This shift to an ‘Offers and Orders’ model is set to transform airline retailing by streamlining processes, enhancing personalization, and improving customer experiences across touchpoints.
Finnair’s adoption of Amadeus Nevio, a modular and open technology solution, positions the airline as the launch customer for this cutting-edge platform.
The partnership underscores Amadeus’ role as a leader in travel technology, supporting airlines in transitioning to modern retailing systems.
This pioneering step enables Finnair to offer tailored, effortless experiences at every customer interaction, while providing the flexibility, speed, and security to transform, differentiate, and accelerate its growth.
Finnair VP Digital Customer and Revenue, Tiina Vesterinen, said, “The move to Offers and Orders supports our move towards modern retailing, enabling, for example, dynamic product bundles and enhanced ancillary sales, and improved relevancy to customers with personalisation in the future.
“This is a massive technological transformation, where everything changes: architecture, integration, data, applications, processes, ways of working. However, it is even more of a business transformation enabling us to re-think how we best serve our customers in the digital channels.”
Vesterinen added, “We are excited about the opportunities that the change brings us and encourage all the parties in the industry to join the transformation.”
In his remark, the EVP Airline Solutions at Amadeus, Cyril Tetaz, stated, “Amadeus and Finnair have reached a key milestone in delivering more traveller-centric air travel by implementing a single order management system.
“This innovation brings the shopping basket concept to the airline industry, connecting any travel service such as air, transfer, or hotel into a single record. Orders are the foundation that enable a truly connected journey. This is a significant step forward in the retailing transformation and showcases our commitment to investing in and delivering advanced technology solutions for our customers. We’re turning vision into reality.”
Finnair has long been at the forefront of direct engagement and modernized distribution, successfully advancing New Distribution Capability adoption across various markets.
