NWA Launches Online Ticket Exchanges

Claiming an industry first, Northwest Airlines today announced new online capabilities, allowing electronic-ticketed passengers to change their reservation and exchange tickets. "This feature gives customers the self-sufficiency they've asked for, regardless of where the ticket was purchased," said Al Lenza, Northwest vice president of distribution and e-commerce.

The new feature actually has been available for just over a week, Lenza said, with 300 requests filed in the first two days. "With everyone trying to cut costs, we think this is a slick development that will save money for everyone in the chain," he said.

Northwest has been a pioneer in developing online capabilities, including bookings, alert notifications, frequent flyer program features and now ticket exchanges. It already had made available online refunds for applicable tickets.

For nonrefundable fares, the $100 change fee will apply for any changes and exchanges executed online, similar to the traditional exchange process. However, unlike the traditional process through res agents, Northwest's new capability allows travelers to take advantage of Web discounts when exchanging their tickets.

The enhancement was developed for Northwest by global distribution system Worldspan and Kinetics, the carrier's vendor for self-service check-in capabilities.
Worldspan also is developing an automated ticket reissue system for Orbitz, the Web site owned by several airlines. In its May 20 registration for an initial public offering, Orbitz said it will begin in the third quarter paying Worldspan fees for such services and that ticket cancellation and exchange capabilities are being developed to attract business travelers.

Corporate booking engine GetThere also is developing similar functionality "as we speak," according to a spokesperson. No exact timetable was available.