How Can AI Help Optimise Corporate Travel?

The rise in accessibility and popularity of generative models and platforms has firmly established AI as one of – if not the – most predominant themes and conversations in the public zeitgeist in the 2020s. Popular culture, politics, business, medicine, and our day-to-day lives have all been influenced by the adoption and potential of AI – and the concerns that come with it. 
There’s very little to be said about AI that hasn’t already been said 1000 times over. But, as companies and industries race to integrate generative and foundation models, it’s important to maintain focus on their real and practical uses – are you using it arbitrarily, or is it being integrated in a way that can genuinely improve internal processes and customer experiences?
These are questions that the travel management industry, like any other industry, is asking itself.

How will AI affect the travel management industry?

AI is quickly becoming an integral part of the travel management ecosystem thanks to its ability to support automation functions. 
In 2024, research undertaken by the Global Business Travel Association (GBTA) on the role of technology in the business travel industry as a disruptor and enabler found that integrating AI and blockchain technology into travel programs was among the most enthusiastic considerations for industry leaders. The report found that 75% of travel program buyers were interested in exploring how to adopt AI-powered chatbots as a means to automatically answer questions about their specific travel program. While 51% and 49% of buyers were interested in offering blockchain-based bookings or payments, respectively. 
While AI will lead to the rise of new travel program processes, it will also likely contribute to the shift away from traditional systems, including Global Distribution Systems (GDS). Criticised for presenting fragmented travel management content relating to availability, schedules, and pricing, travel managers are finding that only a fraction of content is currently accessible through GDS. Instead, managers and airlines are migrating to the New Distribution Capability (NDC), which utilises AI to gather more bespoke information, including personalised offers, dynamic prices, and up-to-date analysis to improve the travel management experience.
Additionally, just like in many other industries, AI in travel management is helping on several additional fronts, including automating repetitive and manual tasks, sourcing a more diverse range of options, predicting price points, and personalising individual experiences at a greater scale. 

Responsible AI Usage

However, again, like any other industry exploring AI’s potential, there needs to be several considerations before driving ahead. Taking a responsible and structured approach to AI adoption within an organisation ensures you are remaining ethical and compliant, and that you are doing what’s best for your employees and customers alike. 
At this moment in time, AI (at large) can lack context and nuance. Being sensitive to this, human relationships still matter. This is especially true during travel disruptions and emergencies, where stress and anxiety can be high. Direct person-to-person support and human judgment and support are critical to delivering the most measured and considerate solution. 
Likewise, while AI has the potential to reduce costs by mitigating or streamlining repetitive tasks and manual processes, cost control and compliance are still driven by human factors – and that isn’t likely to change for some time. Again, nuance and context are key here.

How is ATPI approaching the use of AI?

We have a reputation for being a leader in the travel management industry, and it’s during times of potential for great change when that leadership is trusted. We are always pursuing innovative ways to elevate traveller experience and satisfaction, whether that’s through automation, AI, or the next advancement in technology.
We are currently integrating various AI models into our service landscape to support automation, enhance efficiency in our booking process, strengthen user interactions, streamline operational workflows, and measure feedback from Net Promoter Score (NPS) surveys from clients and supporters alike. Generative AI is being utilised to assist our global teams by translating booking-related inputs and documentation in real time, improving cross-market consistency and reducing miscommunication.
Looking to the future, we are embedding AI responsibly across automation, operations, and customer experience. This includes implementing AI to help agents instantly interpret Passenger Name Record (PNR) history and cancellation rules to enable faster decision-making. Additionally, we are testing the best use of AI during the booking process with plans to deploy models to suggest relevant fare rules, itinerary options, and policy implications based on the context of each booking to enable our agents to act even faster with greater accuracy. We are also in the process of improving response speed and overall service quality by rolling out an AI-enhanced global customer contact centre to deliver enhanced value to our customers.
Alongside the progress being made, we are committed to taking a responsible and structured approach to AI adoption within the company. To ensure ethical and compliant use, we have established an AI governance body, featuring representatives from our Legal, Compliance, Security, and IT teams to oversee all AI-related initiatives and provide cross-functional oversight. Our overall approach is one that is pragmatic, transparent, and aligned with our AI governance framework to guide responsible AI usage.
How we are currently using AI and the plans we have for the future underpin our belief that AI is a strategic tool that amplifies our people and processes and is a core element of our strategy. While we are unified in our approach to integrating AI to enhance business travel alongside our overall service, it cannot replace the human relationships, decisions, and judgment that define ATPI. 
We understand that there is always going to be a need to be more efficient and effective, and as we race toward the future, AI and emerging technology will have a significant role to play. But it is the individual expertise of our diverse team and the lasting relationships they have created with our clients that make the difference when it matters most.