Edmund Ong, general manager of Trip.com Singapore, shares how predictive AI helps travel companies meet customer needs and deliver smoother, more personalised journeys
The travel industry is at a critical inflection point. For decades, travellers simply accepted the complexity associated with travel, spending time managing disparate bookings, sifting through endless amounts of information, while also bracing for unexpected changes.
Today, travellers demand more. They expect seamless, intuitive, and highly personalised experiences that anticipate their needs before they even ask.
Modern travellers want the right options, delivered at the right moment, through the right channel. This demand is compelling travel companies to fundamentally rethink their approach to customer engagement. According to research from Infobip, a whopping 83 per cent of Gen Z today treat brand relationships like personal relationships. To create those meaningful connections and capture the next decade of travel growth, travel brands must move beyond a reactive service model and invest in predictive AI that delivers truly anticipatory customer experiences.
Redefining the customer journey: from reactive to anticipatory travel
Traditionally, travel platforms have operated on a “search-and-respond” model. A customer expresses intent – such as a flight to Tokyo – and the platform returns a list of available options. While this approach is efficient for individual transactions, it often creates friction points for the customer. Travellers are left to deal with information overload and decision fatigue, and platforms miss opportunities for effective cross-selling and truly tailored experiences.
A new frontier is emerging in the form of anticipatory travel, where AI infers a traveller’s implicit intent, future needs, and even potential pain points, allowing platforms to act proactively. For today’s time-poor consumers, this is a meaningful change in approach. Not only does it reduce the mental load and effort associated with planning and managing complex trips, but it also shifts the paradigm from problem response to problem prevention. This elevates the customer experience by providing peace of mind and improving overall journey quality.
We have all experienced the dread of a flight delay, especially when in transit overnight or overseas. Imagine this: you are still in the air, but our AI-powered Trip.com platform has already detected your flight delay. Leveraging real-time data, the system calculates the impact on your itinerary. It knows hotels often release rooms after a midnight no-show, so our platform automatically contacts your hotel on your behalf to inform them of your late arrival. This proactive intervention eliminates frantic calls during a layover, not only saving you the cost of a long international phone call but also preventing the frustration of arriving at your destination only to find your room has been cancelled.
Advanced AI systems are also now able to create truly dynamic and personalised itineraries by synthesising vast amounts of static and real-time data with the customer’s own historical preferences and purchasing behaviour. For example, our TripGenie can factor in a traveller’s consistent preference for family-friendly options or even suggest splitting a stay between two hotels – one near an attraction, another centrally located – all while optimising for budget and unique needs.
Similarly, Trip.Best analyses a user’s travel preferences and past transactions to identify similar options for future trips, highlighting unique attractions and tailoring recommendations to cater precisely to individual tastes.
This allows us to move beyond generic suggestions and deliver deeply contextual recommendations that anticipate precise desires. By shifting from transactional interactions to building relationship-based business models, travel platforms are better equipped to unlock long-term customer value, through continuous positive customer experiences.
The strategic opportunity in redefining the traveller experience
We believe that the ability to deliver anticipatory experiences will be the primary competitive differentiator in the travel sector. Companies that can predict a business traveller’s need for early check-in or a family’s requirement for connecting rooms gain significant competitive advantage because they deliver superior customer experiences and value.
This strategic approach, which is directly tied to elevated customer experiences, yields clear business outcomes:
Accelerated revenue growth and customer lifetime value: By presenting highly relevant offers at the optimal moment, we can achieve higher conversion rates for bookings, ancillary services, and experiences. This fosters consistent satisfaction and deeper customer engagement, thus significantly increasing customer lifetime value.
More efficient operations: AI can contribute towards reducing the volume of reactive customer service enquiries, simply by anticipating their needs and preventing common issues before they arise. This not only leads to a much better customer experience, but also significant cost savings for call centre operations.
Resilience against disruption: Predictive capabilities allow travel platforms to more effectively identify potential travel disruptions early, as well as to proactively offer solutions to the customer. This minimises cancellations and retains revenue that might otherwise be lost due to customer dissatisfaction.
The future belongs to platforms that can seamlessly integrate at scale across the entire travel value chain. This integration will be crucial for delivering comprehensive customer satisfaction, while unlocking new revenue streams. As an industry, we face a critical decision – embrace AI capabilities now, or risk competitive erosion and eventual irrelevance in the eyes of the modern traveller.
The future is now
The transformative potential of AI is not a future possibility, but a reality that is actively reshaping how customers experience their journeys, and how businesses can compete. Companies that strategically embrace and invest in predictive AI capabilities will capture a competitive advantage by consistently delivering superior, anticipatory customer experiences.
