Travel
AI modernizing the Travel industry—streamlining disruption handling, boosting loyalty, and cutting cost-to-serve across airlines, OTAs, rail, and mobility.
Air & Rail
Trips & PNR
Tickets
Automation
Global Ops
Growth
Industry Overview & Outlook
Travel demand is rebounding while customer expectations have shifted to real-time, self-service, and proactive disruption communication. Brands are re-platforming to AI-ready, omni-channel stacks to manage volatility and grow loyalty.
Over the next 3–5 years, leaders will unify NDC/GDS content, automate rebooking, and personalize ancillary offers—reducing cost to serve and boosting NPS even during irregular operations.
IRROPS & Scale
Weather and crew spikes overwhelm cost and SLAs.Rising CX Bar
Travelers expect instant answers, transparent fares, and proactive options.AI Opportunity
Self-serve rebooking, smart ancillaries, and disruption comms set leaders apart.Key Stats
↓ 20–35%
AHT with copilots↑8–12pts
NPS with proactive comms<60s
avg. rebooking time95%+
self-serve containment↓15–25%
refund backlog↑ attach
ancillary upliftKey Trends
Self-Serve Rebooking
Check-in and MMB flows that reissue tickets and re-accommodate across carriers and fare rules.NDC + GDS Unification
Aggregate content and rules for consistent offers across channels.Proactive Disruption Comms
Real-time alerts with options before travelers ask.Ancillary Retailing
Dynamic bundling for seats, bags, Wi-Fi, and fast-track.Travel Risk & Duty of Care
Advisories and routing aligned to traveler profiles and policy.Omni-channel Orchestration
Seamless handoff across app, web, messaging, and agents.CX Challenges in Travel
IRROPs Spikes
Weather, ATC, and crew disruptions overwhelm queues and SLAs.Fragmented Itineraries
Multiple PNRs, codeshares, and fare rules complicate resolution.Refunds & Chargebacks
Backlogs and policy disputes erode trust and cash flow.Knowledge Gaps
Agent lack instant access to policy, waivers, and interline rules.High Cost-to-Serve
Manual rebooking and verification inflate handling times.Inconsistent Comms
Late, generic messages drive repeat contacts and poor CSAT.AI Solutions for Travel
Auto Rebooking & Waivers
Maps to: IRROPs spikes
Automate re-accommodation using fare rules and waiver logic; present best options via self-serve and agent.
Agent Copilot for Travel
Maps to: knowledge gaps
Retrieve policies, interline rules, and next-best actions in-call. Cut AHT 20–30% while improving FCR.
Proactive Journey Comms
Maps to: inconsistent comms
Real-time, inter-ware SMS, push, and WhatsApp with options and links to self-serve flows.
Ancillary Personalization
Maps to: high cost-to-serve.
Predict attach propensity and bundle seats, bags, and lounge based on trip stage and interactions.
Case Studies
Regional Airline (APAC)
Challenge: Storm-driven cancellations created 3× volume spikes and refund backlogs.
AI Solution: Auto-rebooking with waiver logic + proactive comms and agent copilots.
31%
Refund cases+9pts
NPS–27%
AHTMid-Market OTA
Challenge: Multi-carrier itineraries and fare rules caused slow reissues and poor CSAT.
AI Solution: Policy-aware copilots + self-serve changes with dynamic ancillary offers.
+18%
Ancillary attach–22%
Handle time+6pts
CSATReady to Redefine Travel CX with AI?
Streamline bookings, reduce disruptions, and create seamless journeys for every traveler.