Survey reveals mixed sentiment towards AI in travel

Tuesday, Oct 29, 2024 0

A survey of over 700 passengers by cruise.co.uk, the online cruise specialist, has revealed that most travellers aren’t yet prepared to make bookings and interact exclusively with Artificial Intelligence (AI) customer service. 60% are indifferent to AI’s growing role, while 32% expressed a clear preference for human interaction.

The majority who had concerns regarding AI’s limitations said they were less likely to book as they want personal contact, with almost 80% stating they prefer to deal with human travel agents who better understand individual travel needs. Meanwhile, 10% don’t trust AI to handle important details of their booking.

Just 8% of respondents are more inclined to book with AI. The majority, 47%, say this is based on an expectation that smart technology will make the booking process faster and more efficient. 23% feel AI will offer more convenient, personalised recommendations and 24/7 customer service.

Tony Andrews, managing director of cruise.co.uk said: “It’s clear that customers remain cautious about AI. If it’s going to be further introduced by travel brands, they evidently need to proceed with caution and ensure as much feedback and opinion is collated before doing so.

“AI technology can allow a faster, more efficient service, but the human touch is currently irreplaceable when it comes to complex bookings and personalised customer care. Our survey clearly suggests that technology should at present complement a more personalised service.

“At cruise.co.uk we will continue to invest in both AI-driven solutions and our team of dedicated travel experts, to ensure every customer gets the best of both worlds.”