1 hr ago
AI Reshapes Visas, Bookings and Travel Experiences
Experts discussed how artificial intelligence is changing travel.
AI can help check passports and other documents for mistakes or tampering.
It can also compare flight, hotel and application information to find mismatches.
However, the experts said people are still needed for problems that technology cannot solve.
They warned that technology should make travel simpler, not add extra forms or confusing steps.
Some digital services also depend on Wi-Fi, phone batteries, Bluetooth and reliable connections.
One speaker said AI could bring flight, hotel and transport bookings together in one system.
Another said AI can answer customers until a human worker is ready to help.
VFS Global said its intelligent document processing system can detect passport tampering, document mismatches, deepfakes and inconsistencies in applications.
Travel technology experts said human agents remain important for complex customer needs and interactions.
Panelists warned that technology can create confusion or extra steps when infrastructure and connectivity are inadequate.
WAISL’s Achin Sharma said AI could connect flights, hotels and local transport across one integrated travel ecosystem.
Kairali Ayurvedic Group uses AI to handle customer queries when human representatives are temporarily unavailable.
- Who
- Speakers from VFS Global, ITQ Technologies Pvt Ltd, WAISL (GMR Cargo) and Kairali Ayurvedic Group.
- What
- Experts discussed how AI and other technologies are changing visa processing, bookings, customer service and the wider travel journey.
- Where
- The WION Iconic Tourism Summit & Awards 2026 in New Delhi.
- When
- At a panel discussion on September 23, 2026.
- Why
- To examine how technology can reduce friction in travel while preserving human support and avoiding new customer hurdles.
Technology-First View
Human-Centered View
Role of AI in travel
Technology-First View
AI can reduce friction by detecting document problems, comparing travel details and integrating flights, hotels and local transport.
Human-Centered View
AI should handle simple tasks, while human travel partners remain essential for customer-focused support and issues technology cannot resolve.
Automation and convenience
Technology-First View
Digital tools such as web check-ins, eGates and automated customer responses can make travel and service interactions easier.
Human-Centered View
Automation can create confusion, duplication and extra steps if it is introduced without suitable infrastructure or clear customer benefits.
Customer interactions
Technology-First View
AI can respond to customer queries when a human representative is unavailable and indicate that a person will follow up.
Human-Centered View
Human agents are preferred for customer interactions, particularly when a situation requires judgment or personal assistance.
Key facts
- Event
- WION Iconic Tourism Summit & Awards 2026
- Panel
- Tech Frontiers Reshaping the Journey
- Location
- New Delhi
- VFS Global system
- Intelligent document processing, or IDP
- Detected issues
- Passport tampering, synthetic documents, deepfakes and mismatched application details
- Technology limitations
- Digital services may depend on Wi-Fi, phone battery, Bluetooth and connectivity
- Customer support use
- Kairali Ayurvedic Group uses AI for queries when human agents are unavailable
Quotes
Vinay Malhotra
Head of Strategic Global Partnerships at VFS Global
“We recently created a system called IDP, or intelligent document processing. What this system can do is, if you submit your passport application and you’ve tampered with the passport, the system can detect that something is wrong with the passport.”
wionews.com
“The role of humans, the role of travel partners, is more relevant today with technology, not less. It is only how we use and we focus on the customer and let the technology do the simple tasks.”
wionews.com
Sources
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