‘Bosses not staff are weakest AI link’ Juliet Dennis Future of Travel Conference, London


Agency chiefs have disputed a suggestion that frontline staff could become the “weakest link” in the sector’s adoption of artificial intelligence due to a lack of investment. Speaking at Travel Weekly’s Future


of Travel Conference last week, Inspiretec chief executive Simon Powell said: “The weakest link in travel is the people on the frontline.” Describing frontline staff as “the


biggest asset of every travel business”, he added: “With new technology we need to empower agents to do the best job they can, and unless we give them the technology it’s really difficult. Otherwise, clients are


better informed than they are.” Powell said AI could not only save


time, but also improve the quality of information, making agents more productive, efficient and profitable. Dame Irene Hays, owner of


Hays Travel, told the conference the industry was “not at the forefront” of AI usage compared with other sectors, but insisted the biggest barrier to progress was senior leaders not recognising the challenges and potential of the technology. Hays Travel last week announced


the appointment of Kingfisher Group chief AI officer Dr Mohsen Ghasempour to its board, with Dame Irene saying a full strategy would be in place “within six months”. “AI is one of the single biggest


challenges and opportunities facing


Regulation experts question the need for reform of Atol


Andrew McQuarrie Future of Travel Conference, London


Law and regulation experts have questioned the need for Atol reform, arguing that circumstances have changed in the last four years. The Civil Aviation Authority has


yet to launch a second consultation on reform following the initial process in 2021 and a ‘Request for Further Information’ in January 2023. But speakers at Travel Weekly’s


Future of Travel Conference claimed most businesses were already following the steps previously mooted by the CAA, including


4 18 SEPTEMBER 2025


segregation of client money via escrow accounts or trust accounts. Travel Trade Consultancy director


Martin Alcock said: “A lot of the reasons why it [reform] was put forward in 2021 have gone.” Travel Weekly approached the


CAA for comment and for an update on the Atol reform process, but the authority declined. During the conference, lawyer


Joanna Kolatsis, director at Themis Advisory, said companies were “already doing what they [the CAA] talked about in the consultation”. She added that 90% of her clients were using escrow or trust accounts.


Outlining his view that Atol


reform was no longer required, Alcock said: “There were two main tenets [of the Atol reform proposals] – one was segregation of client monies, and the other was making APC [Atol Protection Contribution] risk-based. “The latest Air Travel Trust


accounts are showing there is loads of money in there and balance sheets [of travel companies] are all very strong and the CAA already has the tools for where they’re not strong, so it feels like the burning platform has long gone.” Chris Photi, head of travel and


leisure at White Hart Associates, said It is the leaders


in organisations who are the weakest link if they don’t grasp the magnitude of AI


travel,” she said, adding: “It is the leaders in organisations who are the weakest link if they don’t grasp the magnitude of this.” Hays said AI was helping the


agency’s staff generate itineraries faster, while ‘sense technology’ was being used to monitor responses to telephone enquiries. Premier Travel managing


director Paul Waters said staff were using The Travel Network


Group’s new AI-powered tool, TTNG Digital Assistant, which offers 24/7 support for a range of functions within the business. “We just rolled out a digital


assistant to frontline staff. We thought it was important to give our new and existing staff help with itinerary planning and lots of different things to save time,” he said. Waters dismissed fears that the


adoption of AI could cause job cuts, saying: “I don’t think AI will be the reason to get rid of any of our team. If anything, it will enhance and empower it.” Samantha Stimpson, Fred Olsen


Cruise Lines chief executive, said the line’s finance and marketing teams were using AI but confirmed “we don’t have a [specific] strategy”.


From left: Chris Photi, Martin Alcock and Joanna Kolatsis


the need for reform had “dissipated”, adding the industry was now “in good shape financially”. “We’ve had three very good years


back to back, so balance sheets have got into better shape. A lot of the Covid debt is being repaid,” he said. Alcock added: “I can’t remember


a time when the balance sheet strength of the industry has been better as a whole. “The top five to 10 Atol holders


are all looking very strong and the Air Travel Trust fund probably has £300 million in it. We might look back and say, ‘This is the high-water mark – this is the best it has ever been’.”


travelweekly.co.uk


PICTURE: Alex Maguire Photography


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