The future of travel: Safe, efficient, and stress-free with artificial intelligence
Artificial intelligence (AI) is no longer just a futuristic vision; it is an active ally transforming travel from an uncertain logistical operation into a seamless experience. Travel technology specialists have demonstrated how AI can combat the three biggest anxieties of travelers: price uncertainty, the chaos of delays, and document-related stress. AI not only cuts planning time by almost half but also enables an anxiety-free travel experience, even for those who prefer planning their vacations themselves.
The world of travel is undergoing a more radical transformation than ever before, thanks to the technological revolution. Experts at Kiwi.com, presenting at the company’s annual press conference in Barcelona, “Beyond the Algorithm: Kiwi.com’s Vision for AI Future in Travel”, confirmed that AI is not just a distant vision but is already becoming an active partner for every traveler. The central message from leading specialists is clear: AI is a catalyst that aims to ensure we travel cheaper, safer, and above all, with minimal stress.
Anxiety-free travel, Guaranteed
At Kiwi.com, technological innovations address three fundamental concerns of every traveler. Michal Šindelář, Vice President of Consumer Product, explains, “The fundamental traveler anxieties such as ‘Do I have the best deal?’, ‘What if my flight is canceled or delayed?’, or ‘Do I have all the necessary documents and information?’ are the driving forces behind our innovations, such as the Kiwi.com Guarantee.” This service provides transparency in flight pricing and acts as an automatic crisis manager, resolving itinerary changes within two minutes and offering instant credit for alternative options. Customer satisfaction levels are twice as high as the European airline average. The upcoming Guarantee Flexi service will allow customers to cancel and rebook flights at any time, without giving a reason, with immediate credit.
Michal Šindelář, Vice President of Consumer Product: “The fundamental traveler anxieties are the driving force behind our innovations, such as the Kiwi.com Guarantee.”
The Guarantee service also includes a practical LIVE boarding pass — a dynamic navigator that provides travelers with real-time information about their flights, including schedule changes, delays, and gate and terminal numbers directly on their device screens.
Faster response, more comprehensive care
Crisis management is only part of the process. Continuous care is equally important. Dalibor Glaich, Director of Engineering, confirms that the customer journey “does not end with the sale of a ticket, but only with a happy arrival at the final destination.” According to Glaich, the AI agent often serves as the primary and sole point of contact for customers with flight-related questions, which is why the company continually strives to enhance its capabilities. Currently, the AI can handle up to 80% of customer interactions to their complete satisfaction, and the time taken to address a request has been cut in half compared to last year.
Dalibor Glaich, Director of Engineering: “The customer journey does not end with the sale of a ticket, but only with a happy arrival at the final destination.”
The key to this efficiency lies in the AI agents’ ability to understand context. While a year ago, AI could only manage routine tasks, today it can engage in extended conversations and solve complex, multi-level situations. “We can now delve deeper into customer responses than we could last year,” Glaich noted. In practice, this means that AI can assess whether a customer will make their transfer despite a slight delay, thereby effectively resolving their concerns.
Will a personal agent plan our vacation?
The revolution impacts not only the journey and support but also the planning phase. Previously reliant on browsers, vacation planning now benefits from generative AI. Mario Gavira, VP of Growth and Brand, highlights chatbots as the fastest-growing consumer product, achieving 42% time savings in planning and providing personalized recommendations to 37% of customers. Despite a 124% increase in chatbot use, browsers remain essential for verifying AI-provided information. Therefore, Gavira predicts that browsers will not be replaced by chatbots, but the platforms will complement each other.
Mario Gavira, VP of Growth and Brand: “Travel is about emotions, so the personal human touch will always remain.”
Speculation about personal AI agents booking travel is becoming increasingly realistic. However, Gavira points out, “Travel is about emotions, so the personal human touch will always remain.” AI will likely take over repetitive tasks, such as routine business travel, but personal planning will continue for adventures and new experiences, as the joy of planning is where vacation happiness begins.