Introduction
In 2025, the travel and hospitality industry has embraced AI-powered chatbots as the new front desk, tour guide, and travel assistant — all rolled into one. From booking flights to handling last-minute changes, AI is delivering faster, more personalized travel experiences.
This article explores how airlines, hotels, and travel agencies are using AI to exceed traveler expectations and stay competitive in a dynamic industry.
AI Concierge Services
Hotels now use AI agents as virtual concierges. Guests can request towels, order room service, or get directions — all by texting or using a mobile app. These bots respond instantly in multiple languages and can even remember guest preferences for future stays.
Today’s travelers can simply send a text to request extra pillows, schedule a spa appointment, or ask for nearby dining suggestions.
Behind the scenes, AI concierges interpret and fulfill these needs in real time.
These systems integrate with hotel CRMs, enabling a new level of customization — from preferred room temperature to favorite room-service dishes.
Real-Time Travel Assistance
Airlines and travel apps use AI chatbots to notify passengers about flight changes, gate updates, and cancellations. Travelers can rebook or ask questions without waiting in long queues or calling customer service.
AI also helps travelers navigate complex visa policies, airport logistics, and lost baggage claims.
