Expedia Unveils AI Trust Gap in Travel Planning

Seattle, USA — August 2023

In short: Expedia Group’s AI Trust Gap report reveals travelers trust travel brands over AI for booking and support.

The AI Trust Gap Report

According to the Expedia Group survey of over 5,700 adults in the U.S., U.K., and India, AI is transforming travel discovery but trust remains the decisive factor in where travelers transact. While AI is increasingly used for trip planning and inspiration, the majority of travelers still rely on trusted travel brands for actual bookings and support.

Key Details

• AI adoption: AI is reshaping travel discovery and planning.
• Trust factor: Travelers prioritize trusted travel brands for booking and support.
• Geographic scope: Survey conducted in the U.S., U.K., and India.

What Travel Professionals Should Know

TMCs managing global accounts should prioritize building and maintaining trust with their clients, as travelers currently place more confidence in established travel brands for transactional interactions. This insight underscores the importance of maintaining strong brand reputations and customer service standards in the face of AI-driven travel solutions.

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