In today's fast-paced corporate landscape, the demands of business travel continue to evolve, challenging travellers to navigate logistics, schedules and changing policies while on the go.
Despite the invaluable experience provided by a dedicated travel manager, artificial intelligence (AI) has stepped into the spotlight, subtly working behind-the-scenes to enhance and streamline the travel journey.
It’s no longer just about finding the best fares as AI has become an essential partner in crafting a smoother, more personalised travel experience.
From curating itineraries to anticipating your needs, here are five key ways AI is revolutionising business travel, according to Mummy Mafojane, the productive pperations leader at FCM.
Plotting the perfect itinerary
“Ever checked into a hotel and found that your room was equipped with tailored amenities or delightful surprises?
Chances are, AI was at work, analysing your previous travel patterns and preferences to enhance your stay,” said Mafojane.
She noted that AI-driven tools not only refine your selections but they also ensure that every aspect of your trip aligns with your company's travel policies. The expert notes that some platforms exemplify this, automatically green-lighting options that meet both organisational guidelines and personal preferences regarding sustainability and wellness.
Planning smarter routes
AI’s prowess shines when it comes to navigating the vast array of global distribution systems and travel aggregators. As Mafojane highlights, business travellers increasingly prioritise convenience and comfort, which often translates to a preference for direct flights over cheaper alternatives.
She notes that AI optimises route planning, presenting the best options and significantly enhancing the overall travel experience while saving precious time.
Automating airport experiences
As airports embrace biometric technologies such as facial recognition, travelling has never been more efficient. Mafojane highlights that major hubs like London's Heathrow Airport and Changi Airport is Singapore are already implementing systems that expedite check-in and security processes, minimising wait times and frustration for travellers.
She further notes that technologies like SmartGate and ePassport gates pave the way for a smoother airport experience, where processes are automated and streamlined.
Predicting (and preventing) flight delays
As major airlines turn to machine learning to interpret a variety of data sources, the ability to predict potential flight disruptions has improved remarkably. Delta Airlines, for instance, has reduced maintenance cancellations significantly by analysing aircraft sensor data and simulating weather disruptions to inform real-time decisions.
JetBlue, too, has adopted cutting-edge forecasting methods, saving millions while enhancing operational efficiency - this proactive approach translates directly to a more relaxed travel experience.
Providing 24/7 customer support
Mafojane says that with the advent of generative AI chatbots, travellers can now receive real-time assistance around the clock. Whether dealing with a cancelled flight at midnight or simply needing information, these chatbots are equipped to handle routine inquiries, allowing human agents to focus on more complex issues.
She says that some TMCs leverage this technology to enhance travel support, ensuring that customers remain seamlessly connected and that any emerging risks can be addressed swiftly. “AI-driven risk tools track global events in real-time,”
Mafojane elaborates, underscoring how this technology aids in crisis management while keeping travellers informed and safe.
In a world rife with uncertainties, AI cannot entirely avert natural disasters or global crises. However, its capabilities are rapidly evolving, serving as a powerful ally in delivering quick, comfortable, and personalised travel experiences.
“AI is enabling truly personalised travel experiences, and that is very exciting indeed,” concludes Mafojane.