Airline distribution Travel technology glossary

Offer and order managementOffer Management System (OMS) and Order Management System

Also called OOMOOMSoffer management systemorder management systemoffer and order management systemoffers and orders

Definition

Offer and order management is the pair of airline systems at the centre of modern retailing. The offer management system builds, prices and returns offers when a customer or agency shops. The order management system records what was bought as a single order and manages it through payment, changes, delivery and accounting, replacing separate PNR and ticket records.

What Offer and order management means

In the classic model, fares are filed with ATPCO, availability sits in the airline's inventory, and a GDS or airline website assembles a price. What is sold is then recorded in a PNR, an e-ticket and often several EMDs. Offer and order management replaces both halves with airline-controlled systems.

The offer management system handles the shopping side. ATPCO's glossary defines offer management as creating, storing, optimising, delivering and managing offers. IATA's 2026 best-practice guide places availability decisions here too, since pricing and authorisation logic meet in the offer engine. Inputs include a product catalogue, stock and pricing rules, which is what makes dynamic and continuous pricing and dynamic bundles possible.

The order management system takes over once an offer is accepted. IATA describes the order as the system of record for purchased services, servicing, delivery, accounting and fulfilment. It follows the ONE Order standard, so one order can hold flights, seats, bags and other services.

Most airlines still run a PSS, so the shift is gradual. IATA's guide recommends an incremental approach in which bridges translate between orders and PNRs while capabilities move out of the PSS, and it advises that a given origin, destination and date should run on one model only. IATA frames the change as a business transformation, not just a system swap.

How Offer and order management works

Offer and order management splits an airline sale into two linked stages, the offer and the order.

  1. Shopping requestA request arrives from the airline website, an app or an agency through an NDC API.
  2. Offer builtThe offer management system combines products, availability and pricing to return one or more priced offers with a validity time.
  3. Offer acceptedThe customer or agent selects an offer and pays, or holds it where the airline allows.
  4. Order createdThe order management system creates a single order with one reference that holds every purchased service and its status.
  5. Servicing and deliveryChanges, refunds, check-in and delivery update the same order, which feeds accounting and settlement.

Offer and order management in practice

Finnair and Amadeus (verified). Amadeus states that on 5 May 2025 Finnair's chief executive created the world's first native order, a Helsinki to London Heathrow booking on Finnair.com, using Amadeus Nevio, which Amadeus describes as an offer and order solution.

FLYR and Riyadh Air (verified). FLYR presented a cloud-native Offer and Order Management System in September 2024 with nine modules, including offer and order management, product catalogue, inventory, dynamic pricing, an NDC gateway and a legacy translator. In October 2024 it announced that Riyadh Air would be the first full-service carrier to run on fully native offer and order technology, with order management built on ONE Order.

Illustrative. An agency shops through NDC and receives an offer for flight, seat and bag. After booking, adding a second bag updates the same order rather than creating a new EMD.

Who uses it

AirlinesCarriers use offer and order systems to price, bundle and service products in every channel from one source of truth.
Travel agenciesAgencies connected through NDC shop airline offers and service bookings as orders, which changes how changes, refunds and extras are handled.
Technology vendorsPSS providers and newer vendors build offer engines, order systems and bridges that let airlines move gradually from PNR-based systems.
Airline finance teamsRevenue accounting and settlement teams adapt their processes to take data from orders instead of tickets and EMDs.

Advantages and limitations

Advantages

  • Airlines control pricing and content directly instead of relying on filed fares assembled by third parties.
  • A single order makes it easier to sell and service bundles, seats, bags and non-air products together.
  • One record for each purchase reduces reconciliation between bookings, tickets and EMDs.

Limitations

  • Moving from a PSS is a multi-year programme, and hybrid set-ups with bridges add complexity in the meantime.
  • Agencies and partners need NDC and order-capable systems to use the full benefits.
  • Accounting, settlement and interline processes built on tickets need new industry standards and support.

Frequently asked questions about Offer and order management

What is the difference between an offer management system and an order management system?

The offer management system works before the sale: it builds and prices what the airline will sell in response to a request. The order management system works after the sale: it records what was bought and manages servicing, delivery and accounting until the trip is complete.

Does offer and order management replace the PSS?

Over time it takes over the PSS's reservation and ticketing roles, but the change is gradual. IATA's best-practice guidance expects the two to coexist, linked by bridges, while capabilities move out of the PSS. Few airlines have switched fully.

Which companies provide offer and order management systems?

Established PSS vendors and newer firms both offer them. Amadeus markets Nevio as an offer and order solution, used by Finnair, and FLYR markets an Offer and Order Management System chosen by Riyadh Air. Airlines can also combine modules from several providers.

Do travel agents need an order management system?

Not the airline's system itself, but their tools must handle orders. Agency booking and mid-office platforms need to store order references, read order status and process changes through order servicing messages instead of only PNR and ticket commands.

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Sources and further reading

  1. IATA — Modern Airline Retailing: Offers & Orders Transformation Best Practices (Edition 1, October 2026)
  2. ATPCO — Glossary (O): offer management
  3. Amadeus — Finnair first airline globally to create a native order
  4. Travolution — FLYR reveals new Offer & Order Management System (19 September 2024)
  5. Travolution — FLYR partners with Riyadh Air (9 October 2024)
  6. Amadeus — Five things you need to know about ONE Order