TALKING POINTS
‘Technology is enabling more seamless travel experiences’
“The travel industry is undergoing a profound transformation, driven
by rapid advances in technology. At Amadeus, we see this change not just in how
ARTIFICIAL INTELLIGENCE
AI’s rise has come with warnings that it could spell the end of many jobs in various sectors, including the travel industry. ChatGPT and Google’s new AI Mode are among the tools enabling travellers to access information they would previously have relied on travel agents to supply. Yet numerous travel leaders insist they see the future as offering a people-first approach that draws on AI to improve experiences for staff and customers alike. In an opinion piece for industry news magazine Travel Weekly, Jacqueline Dobson, president of Scotland-based travel agency Barrhead Travel, said: “I’m full
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of optimism about our future, even as the booking process evolves. No matter what comes next, it will always be people who make our industry resilient, relevant and remarkable.” Similarly, Lee Haslett, chief
commercial officer for cruise company Celestyal, which specialises in sailings in Greece and the Arabian Gulf, forecast a strong performance for travel sellers as he celebrated the company’s first high street shop. He said AI had brought “huge benefits” for Celestyal, including the automation of time-consuming tasks, but added that personal relationships will remain a vital factor in a world increasingly dominated by technology.
journeys are booked and managed, but in how technology is enabling more-intuitive, personalised and seamless experiences. From biometrics and cloud-native platforms to artificial intelligence and digital payments, travel businesses are embracing innovation to improve operations and deliver better customer experiences. Our recent research shows that 91% of companies plan moderate to aggressive investment in technology this year, with machine learning, data analytics and generative AI topping the priority list.” CHRISTOPHE DEFAYET, general manager for Heathrow at technology company Amadeus
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‘Only a trusted human advisor can deliver peace of mind’
“The travel advisor is playing a more important role than ever. Our
ability to interpret global events, reassure
clients and redirect them towards alternatives when necessary is invaluable. Algorithms and online search engines might deliver information, but only a trusted human advisor can deliver peace of mind.” JACQUELINE DOBSON, president, Barrhead Travel
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