What is AI and how will it change business travel
To clear things up, we sat down with CTM’s Global Head of AI and Machine Learning, Eric Ediger, to make sense of all the AI tech talk and explain, in plain English, what AI means for business travel.
Over the course of our discussion, Eric broke down:
- What is AI, and how is it different from other software development?
- How is AI already improving the travel supply chain?
- How will AI change the business travel experience for travellers and travel bookers?
- What are the challenges in AI development for corporate travel?
- What’s next for AI in the next three to five years?
It’s a big question, but here’s the gist. Most software you’ve used works like a recipe, step-by-step instructions that the system follows the same way every time. AI is different. It can learn from data, recognise patterns and adapt as it goes.
In business travel, that means you can ask for something vague, like ‘find me the best option for a quick trip next week,’ and AI will consider your past bookings, current prices, even things like layover times and come back with a smart, personalised option. Traditional software can’t do that. It just filters by the rules you give it.
How are AI applications improving the travel supply chain?The supply chain is where AI is already making waves. Instead of relying on fixed prices or manually set schedules, AI is constantly scanning huge amounts of data, customer demand, competitor prices, local events, even the weather and adjusting flights, hotel rates, and availability in real time.
AI predicts demand, tweaks fares and rates in real time, and can adjust hotel inventory or car fleet positioning before you even know demand has shifted. Behind the curtain, it’s also helping airlines with things like crew scheduling, gate assignments, and maintenance checks, all to reduce delays and keep things moving.
Think of it like switching from a paper map to live GPS. The route changes in real time, but you barely notice; you just get where you need to go.
How will AI change the business travel experience for travellers and travel bookers?It’s going to make things faster, smarter, and less stressful.
For travel bookers, it’s about cutting down the time it takes to find the right option. Instead of trawling through dozens of results, AI can pull in prices, preferences, and availability, then give you a shortlist in seconds.
For travellers, that could be as simple as a message that pops up before you’ve even realised there’s an issue: “Gate change to 22B. Boarding in 15 minutes.” Or your flight’s been cancelled and, before you’ve finished your coffee, the AI has already rebooked you on the next best option, no phone calls, no waiting on hold.
Imagine asking a chatbot a question at 11 p.m. and getting an instant answer, or having your trip rebooked automatically after a cancellation. Plus, AI security systems can detect unusual activity and stop it before it becomes a problem.
What are the challenges in AI development for corporate travel?Not everything is always smooth sailing. First, privacy. AI works best when it can learn from traveller behaviour, but that means being crystal clear about what data is collected, why, how long it’s kept, and who can access it.
Then there’s reliability. AI’s smart, but it’s not perfect. It can misread unusual situations, so we always need a way for humans to step in when something doesn’t look right.
Fairness matters too. If the system learns from biased data, it could start making biased decisions, favouring certain routes, travellers, or prices. We work to prevent that with regular testing, diverse inputs and explainability checks.
Integration is another hurdle. Some travel systems are decades old. Connecting them to AI takes time, investment and a lot of careful testing. And finally, change management. Bringing in AI means new processes, training, and clear accountability for outcomes. You can’t just ‘switch it on’ and expect everyone to adapt.
My advice when it comes to AI is to start small, set measurable goals, keep humans in the loop, and adjust as the system learns.
What can I expect from AI in the next 3 to 5 years?This is where it gets exciting. Soon, booking a trip might be as easy as sending a quick message: “Trip to Chicago next month.” AI will take it from there, booking your flights and hotels, suggesting ways to make the trip more efficient (or maybe extend it for leisure), adding extras like transfers or meeting rooms, and adjusting your itinerary automatically if something changes.
It’s also going to help companies make smarter choices, balancing cost, traveller comfort, and sustainability. You’ll see travel that’s more connected, more personalised, and more proactive than anything we’ve had before.”
At a recent webinar on “The Real Deal on Travel AI,” our Global Head of AI and Machine Learning, Eric Ediger, shared real-world applications, practical advice and a vision of what AI means for corporate travel management today and in the future.
Here are seven standout insights from the discussion and what it means for corporate travel.
1. AI isn’t new, but its capabilities are“Artificial intelligence models have been around for decades, but what’s really fascinating now is their ability to generate truly original content ideas and outputs we’ve never seen or heard before, out into the public sphere.”
The leap from automation to intelligence means AI can now create, not just process. For corporate travel, this opens the door to hyper-personalised itineraries, adaptive risk alerts, and smarter decision-making tools that evolve with your travellers’ needs.
2. Think of AI like the weather“Think of AI like the weather. It’s always there, shifting. You can make predictions, you can work around it, but sooner or later, you’re going to hit turbulence.”
AI isn’t static. Tools will evolve, systems will improve, and businesses must remain agile. Building travel programs that adapt, rather than resist this transformation, is key.
“It’s a bit like being a helicopter parent. We’re tightly managing what these agents can access, touch, and influence.”
While AI tools are now broadly accessible, deploying them safely at an enterprise level is a different challenge. Data governance, permissions and system monitoring are essential for AI to deliver reliable value at scale.
4. Your data quality is the real differentiator“Garbage in, garbage out. Clean data and strong orchestration matter more than the model itself.”
Swapping AI models is easy. What’s hard and vital is maintaining clean, well-structured data. For corporate travel programs, this means ensuring every booking, policy, and traveller profile is up to date and aligned across platforms.
“People think AI is just an easy button… but doing it at enterprise scale? That’s different.”
While individual AI tools may seem straightforward, scaling their use across a global business with thousands of users requires robust infrastructure and consistent performance delivery, something only experienced travel partners can provide.
6. The future is frictionless, and for everyone“Everyone wants to be treated like a VIP. That day is coming, and soon. Frictionless travel for SMEs, enterprise travellers, anyone.”
AI is helping level the playing field, enabling SMEs to access tools once reserved for large enterprises. Expect better personalisation, faster support and smarter itineraries regardless of your company’s size.
“We’re not designing systems to replace the human touch. We’re designing them to augment it.”
The goal isn’t to remove the travel manager or travel advisor; it’s to empower them. By automating routine tasks and reducing cognitive load, AI allows teams to focus on strategy, service and traveller wellbeing.
AI is changing how we book, manage, and experience business travel, but the future isn’t about replacing people. It’s about making smarter decisions, faster responses, and more personalised experiences possible at scale. As a TMC, we’re investing in AI solutions that deliver tangible value without compromising safety, service, or control.
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