Business · Companies · 2 hrs ago
Travel companies struggle to keep pace as more travelers use AI
Travelers are increasingly using artificial intelligence to search for and compare travel options in formats such as text, voice, photos and maps.
But airlines, hotels and travel agencies often keep information across separate systems, making it hard for AI tools to find and use details about their services.
A business can therefore be overlooked if information such as room facilities or cancellation terms is not available in a usable form.
Companies are being urged to organize their data, train staff, set rules for using AI and build the infrastructure to adopt it safely.
The article also points to digital wallets as a growing part of travel purchases, with around 5 billion users expected by 2028.
Connecting wallets with loyalty programs could let travel businesses offer member benefits and promotions as customers move from discovering an option to paying.
Malta's economy minister said AI regulation should rely on principles that can support innovation, rather than rigid rules that may take longer to make than the technology takes to change.
Travel companies are struggling to keep pace as travelers increasingly use AI to search for and compare options.
Company information spread across different systems can prevent AI tools from finding and using it effectively.
Google’s Christie Travers-Smith said businesses risk becoming invisible to travelers if important details are not accessible or properly structured.
Microsoft’s Julie Shaincock said companies need to train staff, set rules for AI use and build suitable infrastructure.
About 5 billion digital wallet users are expected by 2028, creating an opportunity for travel companies to connect discovery and payment.
- Who
- Travel companies, and travelers increasingly using AI.
- What
- Travel companies are struggling to adapt their systems and information to changing travel searches powered by AI.
- When
- The article was published on October 12, 2026; it describes a broader shift in travel planning.
- Where
- The travel industry globally.
- Why
- Company information is often spread across platforms and departments, making it harder for AI tools to access and use.
This story does not have two clearly opposing sides.
Expansión MX published an article about travel companies struggling to keep pace with travelers’ growing use of AI.
Around 5 billion digital wallet users are expected.
- Article publication
- October 12, 2026
- Expected digital wallet users
- Around 5 billion by 2028
- Google representative
- Christie Travers-Smith, director of strategic partnerships for EMEA
- Microsoft representative
- Julie Shaincock, global travel and transportation industry lead
What people are saying
super empowered
If it cannot read your room’s facilities, your cancellation policy, and those kinds of details a consumer might ask about, then it simply will not appear. And that is all. It will be invisible.
Everyone will find a way to control the cost or get the benefit from it. But it is about the risk of the unknown and the talent we need to make it happen.
Sources
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