Business travel technology is evolving from AI this to AI that and everything in between. Are you keeping up?
The travel industry is undergoing a profound transformation fuelled by the rapid evolution of artificial intelligence (AI) and machine learning (ML). After a transitional 2024 marked by an influx of generative AI (GAI)—a form of AI that creates content like images, videos and text – and a surge in funding for innovative disruptors, these technologies are now moving beyond the hype to meaningful implementation.
In aviation, AI-enhanced airport screening is streamlining security with biometric and digital identity tools, enabling faster and more accurate traveler processing via facial recognition and fingerprint scanning. At Haneda Airport, Japan Airlines and NEC trialled an AI system that monitored carry-on luggage in real-time, optimizing overhead bin use, addressing capacity issues, and expediting boarding processes.
But AI’s impact doesn’t stop at the airport. Across the business travel landscape, AI is reshaping how travel management companies (TMCs) operate and enhance the traveler experience. From automating complex workflows to delivering hyper-personalized services, TMCs are leveraging AI to create smarter, more efficient and more personalized travel solutions.
How would you describe the current state of travel technology as we move into 2025?
“AI is transforming the traveler experience with hyper-personalization. Predictive booking tools, customized itineraries, and real-time updates are making journeys smoother and less stressful. Chatbots and virtual assistants are enhancing service delivery, providing instant support to travelers.
“The value of AI in travel management lies not in its visibility, but in how seamlessly it integrates into a well-designed system to solve real-world problems. The best AI is not something users have to consciously engage with but makes every interaction smoother, every decision informed and every experience more satisfying.
“When AI is built into the fabric of a platform, travelers and travel managers don’t need to think about algorithms or advanced technology; they simply use a system that works. It anticipates their needs, solves their challenges, and enhances their journeys in ways that feel intuitive and effortless. That’s the hallmark of truly intelligent travel management.”
Why is AI pivotal to the corporate travel industry now, and how does it align with Stay Circle’s value proposition of delivering service, technology innovation, and ROI to customers?
“AI should enhance service quality and elevate the customer experience without losing the personal touch that travelers value. It can facilitate travel options tailored to individual preferences, booking history, and company policies while providing 24/7 support to manage disruptions or itinerary changes instantly. Real-time insights help predict and resolve potential issues, supporting more efficient travel.
“At STAY CIRCLE, AI complements rather than replaces human expertise. Automating routine service queries has reduced the volume of calls and emails to our travel advisors where customers are requesting simple things like copies of itineraries, invoices or cancelling bookings. This enables our travel advisors to instead prioritize managing complex itineraries or emergency travel assistance. This synergy ensures travelers benefit from both cutting-edge technology and the personalized service of an expert travel advisor.”
