Customer Trust and NDC

Trust is fragile and requires a significant amount of time to establish. As the travel industry recovers from the impacts of the COVID-19 pandemic, it is critical for travel organizations to regain trust at every level of the value chain, from suppliers to intermediaries to customers, to ensure a robust and successful future. Trust is also an integral component of IATA’s new distribution capability, to expedite adoption. In this chapter, we delve into the various aspects of trust in bilateral relationships within the travel value chain, involving airlines, intermediaries, and end consumers.