The use of technology in travel planning has really gained momentum in recent years and according to experts, this will be the main focus of the industry in 2025.
For example, AI tools, travel apps, and automated platforms are everywhere in the industry and now more advanced than ever.
Not only are they improving the customer experience, but these advances are also having a huge impact on how travel professionals conduct themselves.
Katie Robertson, Director of Digital Product and Technology at 360 Private Travel said:: “At 360 Private Travel, we use technology to give our travel advisors less time managing administrative tasks and more time doing what they do best: connecting with clients, creating personalized experiences and ensuring every detail is perfect. going the extra mile for.”
Katie now shares her predictions about the technology trends she thinks we'll likely see impacting the travel industry in 2025.
- AI itineraries will continue to roar… but travelers will continue to be disappointed
AI-planned itineraries will continue to grow in 2024, particularly within the 'DIY travel market', with data revealing that one in five travelers used AI for travel planning in the past six months.
However, Katie predicts travelers will be disappointed by the results.
“I think the AI itinerary bubble will burst at some point, when enough travelers are frustrated by recommendations that don't match what they want from their vacations because they're too generic and in some cases wrong.”
Research shows that 90% of travel itineraries planned by AI contain errors, including incorrect opening times, permanently closed attractions and lack of logical planning.
“While technology is a powerful tool, it will never replace the human touch. Travel planning isn't just about logistics—it's about creating meaningful experiences, solving unique challenges, and anticipating them before they arise. No algorithm can replicate the emotional intelligence, creativity and contextual understanding required to plan the ideal vacation for someone.”
Whether it's learning about a newly-opened boutique hotel or securing a last-minute reservation at an exclusive restaurant, travel advisors add a level of personalization that technology can't match.
So while AI-planned itineraries may be big in 2024, it seems like this could be a passing trend.
- Bed, Breakfast and… Biometrics
A number of hotels have introduced biometrics software in recent years, with Marriott introducing facial recognition check-in as early as 2018, but Katie predicts it will really pick up speed with hotels in 2025 and beyond.
“Technology is going to be really powerful for the luxury travel industry, as it allows less time to be spent on administrative tasks and more time to improve the guest experience.
“For example, the hotel check-in process is not the most attractive, especially when someone has to spend time inputting your data into a computer system. Automating these processes means that staff can instead focus on engaging with guests and welcoming them to the hotel. “
Katie predicts that Digital ID will streamline and simplify the check-in process, especially for luxury travelers who want efficiency and a seamless experience.
They are secure, electronic versions of personal identification documents and are often linked to biometric data such as facial recognition or fingerprints. Guests will use them to check-in on the hotel's website or app, meaning they no longer need to present physical documents upon arrival.
“For luxury travelers, they will be able to bypass the front desk entirely by using their verified identity to unlock their room door with a mobile key. It enhances privacy and exclusivity, particularly appealing to those guests looking for a hassle-free and low-key arrival.”
The use of biometrics and facial recognition will not only improve the guest experience, but it will improve efficiency by allowing hospitality businesses to expedite manual processes and alleviate many staffing challenges.
“Technology will, ultimately, free hospitality professionals to do what they do best.”
- AI to predict the future without evaluating the past
Looking again at AI, Katie predicts that it will mature throughout 2025 and allow forecasting for the travel industry rather than past assessments.
“AI will start to be able to make predictions for the future rather than answering things from the past, so I expect forecasting across the industry to be consistent with this. For example, a hotelier could use AI to analyze occupancy rates, guest demand and historical data to predict future staffing needs.” be able to use.”
AI's algorithms will allow for dynamic scheduling, ensuring the right number of workers are scheduled for peak and off-peak times, which will reduce overstaffing costs while maintaining service levels during busy periods.
This would be particularly beneficial in today's landscape, with the tourism industry facing a mass exodus of tourism workers post-pandemic, particularly in customer-facing roles.
Currently, it is predicted that 11% of tourism jobs in the European Union are unfilled (this figure is 7% in the US), so hiring skilled workers will be a huge advantage.
Also, especially for the luxury travel market, AI can quickly adapt to changing itineraries, such as managing staff for VIP check-ins or last-minute requests.
And we look further than 2025?
“As the travel industry continues to evolve, some may think that travel advisors will one day be replaced by AI or fully automated systems, but my response is simple: never. Travel is personal and while technology can support the process, it will never replace the human connection, creativity and care that travel advisors bring to travel.
360 Private Travel has developed its own bespoke platform called Juno, which streamlines the logistical complexities of planning luxury travel.
It provides travel advisors with instant access to a curated hotel and supplier catalog, real-time availability, insider updates and exclusive offers from a trusted network of suppliers.
“We recognized early on that there is no one-size-fits-all and therefore decided to take the time to develop our own bespoke technology. We've built a platform that puts our advisors at the center of everything because we firmly believe that even the best technology is only as strong as the people who use it.”