Booking.com has already embraced fintech to improve CX for both travellers and travel providers. Now AI will help it cross new frontiers
Payments is a major area of innovation for Booking.com, the travel platform that began as a small Dutch startup in 1996 and has grown to become one of the world’s leading online travel platforms, with more than 29 million listings.
The company has been ahead of the curve for decades, most recently launching an AI Trip Planner, which uses a combination of the platform’s existing machine-learning models (such as GenAI Orchestrator) and OpenAI’s ChatGPT API, to help with research, analysing reviews and provide tailored trip suggestions.
Subsequent research by Booking.com suggested that 41 per cent of consumers overall are interested in using AI to curate trips in 2025 with the biggest demand coming from the neurodiverse community who tend to want to plan details carefully. Travel is a complex booking environment, handling…
