Skift Travel News Blog

Booking Holdings CEO Glenn Fogel cited the “explosion of interest” in generative AI (artificial intelligence), but counseled that it would be prudent to be patient about delivering on its promises.

“But it’s important to remember that disruption has never been built in a day, and lasting innovation is iterative,” Fogel wrote on LinkedIn. “At Booking Holdings we have been using various types of AI across our brands for over a decade to remove friction from the travel process and our teams continue to explore what the best uses of this new transformative technology might be.”

Fogel cited the challenges, including reliable data sources, in turning artificial intelligence and related technologies into a better travel experience.

“I believe that generative AI and other technologies will play a key role in this new travel world, and many of us in the travel industry are investing right now to build the foundations,” he said. “However, there are going to be significant challenges. The problems of how to obtain real-time data from countless sources, process it all to result in optimal solutions, and then act rapidly to benefit consumers will not be solved overnight. Nevertheless, this is just one area, among many, where we are going, and travel will be better when we arrive.”

Fogel’s LinkedIn post was a tad more diplomatic than his comments last month when he discussed generative AI during the company’s fourth quarter earnings call.

“Obviously, a lot of hype about AI right now, about generative AI,” Fogel said February 23.

Citing a “hype cycle,” and Booking’s long-time work in artificial intelligence, he said: “I’m not sure — I don’t think we’re into that froth of dissolution yet.”

Tours and activities online booking platform GetYourGuide has unveiled a fresh look on its homepage this week, and with it, a new series of Originals by GetYourGuide.

The Originals offering, previously put on hold towards the end of 2022, was run in partnership with local operators in popular destinations. Now the operator has shifted the focus to one-of-a-kind experiences, exclusive to the platform and inspired by the exclusive ‘Turning the Lights On at the Vatican Museums‘ in 2022, which saw 15,000 people applying for a coveted seat on one of the seven tours in 2022″.

The homepage refresh is seeded across core themes such as culture, food, nature and adventure, and Originals tours are now prominently labeled. New in the series is an exclusive guided experience through the Museum of Modern Art in New York, without the crowds one hour before the regular opening hours together with a professional art historian; or the chance to experience Barcelona’s La Sagrada Família in a private twist to explore Gaudí’s masterpiece on one’s own, accompanied by the live soundtrack of the famous local organist Juan de la Rubia.

The reveal of the new site was further supported by a new Make Memories campaign launched across the U.S. and Europe, and an Artificial Intelligence study that showed for 42 percent of participants, travel experiences were one of the three most emotionally intense memories. See the artificial intelligence experiment video below.

Company spending on co-working spaces is on the up, while business travel is declining, according to corporate card and expense firm Ramp.

The clear winner is WeWork, but the report also pinpoints OpenAI, the maker of popular generative artificial intelligence (AI) chatbot ChatGPT, as another fast-growing budget winner.

The latest Spending Benchmarks report from Ramp, which has tracked patterns over the last quarter of 2022, covers $10 billion of aggregate annual spend across 13,000 of its customers.

Company travel and expense spend as a percentage of total transaction volume declined from October to December. The report also said in December that as a category, travel and expense, as well as lodging, both declined on the previous month — the first time they’ve done so in six months.

This could be due to companies tightening their belts due to economic uncertainty, but also because of mass layoffs in the tech sector.

Office spending jumped 5.7 percent in the last three months of the year, making it the fifth-fastest growing bucket of spend among top categories.

“The post-pandemic office is increasingly a co-working space,” said the report.

Spending with WeWork increased 90.7 percent in 2022, and consistently ranked as the second-largest office vendor throughout the year, behind Microsoft Store, it added.

“Businesses aren’t hiring, but offices are still making a comeback as organizations look for ways to drive employee productivity,” the report said.

Artificial intelligence also rears its head. “We predict hiring will remain muted in tech-oriented industries that are focused on enhancing profitability metrics,” said the report. “It will pick up in labor-intensive industries that are addressing supply chain issues and demand. Spending with AI research companies like OpenAI will grow as companies invest in tools that can help lean teams achieve more.”

Spending on OpenAI rocketed in December, and it’s likely that steep trajectory will continue as more sectors begin experimenting in the technology.

WeWork reports its fourth-quarter results on Thursday. 

There’s been well-deserved excitement in travel tech circles in recent years about everything from the New Distribution Capability to chatbots and the arrival of generative AI, but the reality is that much of what passes for travel technology is still backwards these days.

Here are a few recent examples:

Avis: Rental Counter Can Be Unavoidable

Avis informed me a few days ago that I couldn’t modify an upcoming reservation at Newark Airport to add electronic toll charges because I made the reservation using points. In a chat, the Avis agent assured me I could add E-ZPass at the counter — although there are often elongated wait times there.

In November at Phoenix Sky Harbor Airport, as an Avis Preferred member, I was supposed to be able to view the app and go directly to the parking lot to retrieve my rental car, but that didn’t happen. Eventually, an Avis agent at the car rental counter told me I hadn’t been able to go directly to the car in the parking garage because I arrived during an employee shift change, and the cars were not in place and ready. The wait for the cars was at least 45 minutes at the rental counter.

JetBlue Ticket Modifications: You Need to Cancel and Rebook

In early January, I tried to modify a JetBlue flight booking at JetBlue.com, but wasn’t able to. During a text chat, JetBlue told me in what I think was an automated answer that since I booked the flight with points, I’d have to cancel and rebook it to make the change. “TrueBlue point bookings are managed online,” JetBlue stated. “Changes require you to cancel and rebook. Points are returned to the TrueBlue account. Bags/seats are refunded to the original payment.”

If I had booked the original flights with dollars instead of TrueBlue points, I probably would have been able to easily modify the booking online. But don’t airlines want their customers to join their loyalty programs, and redeem those points? Instead, there is a disincentive when points functionality lags.

Avianca Blames the ‘System’ on Multi-City Booking Issue

About a week ago, I wanted to book a multi-city itinerary on Avianca.com, but there was no option to do so. I was looking to book Punta Cana-Cartagena-Medellin-Punta Cana. I complained on Twitter in frustration, and Avianca kindly messaged me within minutes of my tweet that its customer service agents would reach out, which they did. But after a back and forth with one of the agents over a couple of days, he informed me that the Avianca “system” wouldn’t allow him to make the multi-city booking, either. The agent said I should try booking the tickets separately.

I did book the flights separately — but with another airline. 

Can’t Bypass the Front Desk at a Hilton Property

In November, I reserved a room for a few nights at a Hilton Garden Inn in New Jersey. A Hilton email informed me I could use the Hilton Honors app for a contactless arrival. The idea was to skip the front desk, head to my assigned room, and unlock the door with my phone.

When I arrived at the property, a very nice front desk employee informed me that for security purposes I would have to show her an ID so it turns out at this particular property, at least, there would be no bypassing the front desk. She then handed me a couple of card keys for my room door.

Moral of the Story?

Despite all the boasts from airlines, hotels, and car rental companies about seamless this or frictionless that, the reality is often more traditional and clunky. The travel industry still finds itself plagued by outdated, legacy technology or more modern applications that sometimes aren’t well thought out.

Booking Holdings is hiring rapidly at its new engineering office in Bengaluru, India, to work on new projects such as how to verify guest identification with machine learning and new products such as alternative forms of international payment to traditional credit and debit cards.

The parent company of Booking.com has about 20 employees at its tech center now but expects to ramp that up to about 100 by year-end, according to The Times of India. The business unit will work on how to use artificial intelligence and machine learning to better manage risks and hassles in travel transactions.

The company wants to verify IDs such as passports and driving licenses by linking the company to sources of identification data and using artificial intelligence and machine learning to scan these and verify identities automatically.

That is one of the projects that the Bengaluru office will tackle, Daniel Marovitz, senior vice president of fintech at Booking.com, told The Times of India.

The team will also look at possibly building a “foreign exchange card” as an alternative form of payment to a traditional credit or debit card. Today, many credit and debit cards charge a different, higher foreign exchange rate than the lowest available on the market.

The planned Booking.com product would attempt to offer a cheaper alternative. The ambition is for customers to use the card, which will come in physical and digital forms, for routine purchases and not just for booking a hotel. It may eventually enable customers to take advantage of buy-now-pay-later and other insurance-like products that Booking Holdings might operate on its own as a financial technology player.

Both projects fit with Booking Holdings CEO Glenn Fogel‘s vision for “a connected trip” that he laid out at Skift Global Forum in September (see video).

The news of the product testing and development dovetails with recent Skift Megatrends about the financialization of travel and how the rise of global mobile wallets are upending travel payments.

A company that helps advertisers streamline modern ad campaigns is moving further into the travel industry through a new partnership. 

Clinch, headquartered in New York City, said this week that it had started a “new relationship” with Nebraska-based Sojern. 

Clinch’s so-called “flight control” software suite is meant to help advertisers more easily build data-driven, personalized ad campaigns. 

Sojern is a travel-focused digital marketing platform that uses consumer data to help hospitality companies secure bookings. The company, founded in 2007, has driven more than $15 billion in bookings for thousands of partners, according to its website.

The companies say that the partnership allows Clinch users to access Sojern’s capabilities. 

“The ability to personalize and auto-optimize campaigns to match both environmental and user-based situations is paramount for this sector,” said Charel MacIntosh, head of business development and partnerships for Clinch, in a statement.  

The National Gallery of the Faroe Islands launched an exhibition this week containing 40 images of the archipelago developed by artificial intelligence program Midjourney, becoming the first national gallery to feature a fully produced show created by artificial intelligence. 

The exhibit, which runs from September 29 through October 30, reveals how prominent artists — such as Vincent Van Gogh, Claude Monet and Pablo Picasso — might have depicted the landscape of the remote archipelago in the North Atlantic. Visitors to the national gallery will also have the opportunity to create their own images of the Faroe Islands using Midjourney.

“When I first heard of (artificial intelligence) and Midjourney and how it is possible to create new pictures just like individual artists might have done, it immediately intrigued me,” said Karina Lykke Grand, director of the National Gallery of the Faroe Islands.

“It was fascinating to see how by giving prompts, the system can get an idea of how an artist such as Van Gogh or Picasso might have painted the Faroe Islands.”

Eddy Travels, a digital travel assistant service founded by entrepreneur Edmundas Balcikonis, is being acquired by TripAdd, a New York-based travel product provider, a subsidiary of the Blue Ribbon Bags group, the world’s leading service for lost luggage tracking. TripAdd hopes to bolster revenues through personalized bundle recommendations for users.

Financial details of the deal, announced on Friday, were not disclosed. The companies only described it as a “multi-million dollar acquisition.”

Eddy Travels was founded in 2019 with the goal of bringing the world of travel to messaging apps, offering an artificial intelligence (AI) service that facilitates the process of travel for its customers. This includes planning flights, booking hotels, and searching for restaurants, amongst other things. The service is made possible by Eddy AI, a chatbot assistant, which uses so-called natural language processing (NLP) to help users find what they’re looking for.

Co-founder and CEO Balcikonis, is excited to join TripAdd for an optimized experience of the digital marketplace. “They are extremely business savvy, with amazing sales and marketing skills,” Balcikonis said about TripAdd, “which perfectly complement our technology and product development capabilities.”

Both parties expressed their excitement about the merger, looking to put their services together to maximize the travel experience for the customer.