The Future of Travel Agents: Will AI Accelerate Their Decline?
The role of travel agents in the modern travel industry has been a topic of debate, with some predicting their decline and others arguing they will continue to thrive. The CEO of Booking.com, Glenn Fogel, recently expressed his belief that the rise of artificial intelligence (AI) will accelerate the decline of travel agents. However, the CEO of the American Society of Travel Advisors (ASTA), Zane Kerby, disagrees, citing the unique value that human travel advisors bring to the table.
Fogel’s assertion is based on the idea that AI can efficiently handle routine tasks, freeing up travelers to focus on more personalized and complex aspects of their trips. He believes that AI will increasingly take over tasks currently performed by travel agents, making them less necessary. This perspective is not new, as many have predicted the decline of travel agents with the rise of online booking platforms.
On the other hand, Kerby argues that human travel advisors offer a level of expertise and personal touch that AI systems cannot replicate. He emphasizes that travel advisors are not just booking agents but rather travel experts who can provide valuable insights and recommendations to travelers. Kerby also points out that many travelers still prefer to work with human advisors, particularly for complex or high-stakes trips.
The debate highlights the ongoing evolution of the travel industry, where technology and human expertise must find a balance. While AI can certainly streamline certain processes, it is unclear whether it can fully replace the personalized service and expertise that human travel advisors provide. As the industry continues to adapt to new technologies, the role of travel agents will likely continue to shift, but their complete decline is far from certain.
