The Challenges of Global Travel Support

The 2025 Global Travel Trends Report from American Express states that 77% of global respondents plan to take more international trips in 2025 compared to last. As international travel increases, the travel and hospitality industry has shifted from a 9-to-5 business to a 24/7 conversation that spans time zones.

Be it a corporate traveler who’s booking a last-minute flight or a family looking for last-minute information in an airport, travelers want instant, helpful responses. And with the travel industry on track to surpass $1.57 trillion by 2025, that’s a huge volume of conversations happening every day – across continents, languages, and channels.

The sheer scale of interactions, including flight changes, itinerary updates, cancellations, special requests, means brands need more than traditional customer service models.

25% of business travelers mention that their biggest booking challenge was getting quick responses from support. In a world where 64% of customers switch brands after just one bad experience, quick and helpful replies becomes an opportunity to build lasting trust.

Why Automation is the Game Changer

AI-powered chatbots and virtual assistants use advanced natural processing technologies to understand customer queries and respond instantly. They operate in multiple languages and can connect with travelers on their preferred channel. They even learn from every interaction, making responses faster and more accurate over time. From messaging apps to live chat, phone or the brand’s native app, virtual assistants can be trained not just to answer FAQs, but also complete workflows such as rebooking a flight or cancelling a reservation.

When routine queries are handled by AI, human agents are free to handle the more emotionally complex issues. AI can also gather essential information upfront and pass relevant context to agents, ensuring every handoff is seamless, personalized, and faster for the traveler.

Always-On Across Time Zones and Channels

Travelers today have more than one way to complete their travel plans and bookings. They switch between devices and platforms to complete a transaction. For instance, they might inquire about baggage fees via email, then switch to the mobile app to get an update and so on. Automation makes this continuity a possibility.

Travel brands with the right CX automation in place, unify conversations – ensuring travelers don’t have to repeat themselves, and agents have full context.

Peak travel periods can put immense pressure on contact centers. Automation can manage high volumes of repetitive queries at scale, easing the burden on agents. Whether it’s the holiday rush or severe weather disruptions, automation ensures travelers get timely support and are never left stranded without help.

The Benefits

1. Speed at Scale: Resolves queries quicker, reducing call and chat queues. Businesses like a leading global airline are already automating 35% of their call volumes using [24]7.ai’s automation solutions.
2. Multilingual, Multichannel Reach: Serves travelers in their language and channel of choice, for smoother interactions.
3. Proactive Communication: Enables timely updates and follow-ups like real-time notifications about delays, gate changes, or offers.
4. Cost Efficiency: Reduces dependency on large support teams, ensuring staff are assigned to high-value interactions.
5. Better Personalization: Tailors responses to traveler’s preferences and history creating more relevant interactions

The Impact of Automation in Travel & Hospitality

The future of travel belongs to brands that can be exactly when and where their customers need them. Automation makes that possible. It breaks down time zone barriers, removes language obstacles, and delivers fast, frictionless support, travelers now expect as bare minimum. When technology handles the routine, your people can focus on the moments that matter most, turning service into connection and journeys into lasting loyalty.