Summary
Airlines and hotels are heavily investing in artificial intelligence (AI) to modernize their operations. Despite this, many have not yet made AI tools available to enhance the traveler’s experience. Only a small percentage of companies feel ready to use AI on a large scale for customer interactions.
Key Facts
- Airlines and hotels are spending more on AI to improve efficiency and operations.
- 96% of companies in the travel sector plan to maintain or increase AI spending.
- Only 12% of these companies feel prepared to deploy AI on a large scale.
- Just 35% use AI for guest-facing experiences; most are still experimenting internally.
- A major challenge is poor integration of systems, making data hard to use.
- Travel executives are optimistic about AI improving customer loyalty.
- American Airlines is integrating AI into the customer experience to make travel planning more personalized.
- The main opportunity for AI lies in enhancing customer interactions like booking and check-in.
