Tourism IT & AI Consulting

The travel and tourism industry rebounded strongly after pandemic lulls and is now innovating to enhance the traveler experience and operational efficiency. A major focus is on embracing technology to make travel smoother and more personalized. For instance, companies are beginning to operationalize generative AI for customer service and trip planning; 2025 is seeing many travel brands integrate AI chatbots that can answer traveler queries or even build a personalized itinerary based on a customer’s preferences (something that went from sci-fi concept to ubiquitous tool almost “overnight”).

Beyond AI, the industry is paying attention to “underappreciated tech” and infrastructure: there’s momentum in adopting digital identities for travel (such as digital passports or biometric verification) to speed up airport security and boarding processes. Some airports and airlines are rolling out biometric check-in where your face or fingerprint acts as your boarding pass, which can significantly cut wait times. Likewise, mobile apps and digital wallets are increasingly important; many travelers now expect to manage bookings, show boarding passes, and make payments all via smartphone.

Travel providers are also exploring digital currencies and payment innovations; for example, discussion of central bank digital currencies (CBDCs) has led the industry to consider if it’s ready for new forms of payment in the coming years. Another central theme is sustainability in travel. Both corporate and leisure segments are factoring in carbon footprints: airlines are investing in more fuel-efficient aircraft and experimenting with SAFs (sustainable aviation fuels), hotels are adopting eco-friendly practices and getting certified “green” ratings, and online travel agencies are adding filters for “eco-friendly” options so travelers can choose more sustainable flights or accommodations.

Travel companies recognize that meeting emissions-reduction targets (e.g., for corporate clients or in destinations with environmental regulations) is not just good PR but increasingly a requirement. On the consumer experience side, augmented reality (AR) is being used by some tourism boards and attractions to enrich experiences – for example, point your phone at a landmark and an AR guide pops up with historical info. Virtual reality saw use during the pandemic for virtual tours, and while people are traveling in person again, VR is finding a niche in marketing (whetting travelers’ appetites with immersive previews of destinations).

Meanwhile, online travel agencies and platforms are continually refining their user interfaces and leveraging AI to improve search relevance (like showing tailored hotel recommendations based on a user’s past trips). In operations, airlines and hotels use data analytics to optimize pricing (yield management) and personalize offers – your travel app might now suggest a hotel room upgrade or an add-on experience powered by AI predictions of what you’d value.

Traveler expectations for tech are high, especially among younger generations – McKinsey notes that to attract new demographics, companies must give travelers “the tech they expect,” from reliable Wi-Fi everywhere to seamless digital customer service. Overall, tourism in 2024 is characterized by a strong comeback in demand coupled with a drive to innovate: travel businesses are deploying AI for efficiency, digitizing identity and payment systems, pushing sustainability initiatives, and investing in tech that personalizes and smooths the journey for the modern, tech-savvy traveler.