60% Of UAE Travellers Depend On AI For Trip Planning, Yet Human Connection Remains Essential
In the evolving landscape of travel and tourism, technology is playing a pivotal role in reshaping how journeys are planned, booked, and experienced. A study by Tourism Economics for Arabian Travel Market (ATM) reveals a significant trust in Artificial Intelligence (AI) among UAE travellers, with 60% relying on it for trip planning — surpassing the global average of 48%. This trend is expected to grow as consumer habits increasingly integrate technology.
AI's influence is especially pronounced in travel planning for the Middle East, with a majority of travellers employing AI tools for this purpose. The technology's adoption is on the rise, with anticipation for its growing role in offering personalised recommendations and booking experiences. AI's capacity to enhance customer service and contribute to economic growth is also highlighted, reflecting a broader shift towards digital solutions in the sector.
The digital shift in travel and tourism was a key discussion point at ATM 2025, where experts from the technology, hospitality, and events sectors deliberated on the balance between AI-driven convenience and the irreplaceable value of human connections. Amy Read from Sabre Hospitality emphasised the importance of human interaction in hospitality, advocating for technological innovation that enhances rather than replaces meaningful moments between staff and guests.
The industry's response to changing guest expectations has led to innovations like SynXis Concierge AI, which offers swift, precise responses to guest inquiries, lightening the load on hotel staff. This approach to customer service, prioritizing speed and accuracy, reflects a broader trend towards leveraging AI to meet the demands of modern travellers.
Additionally, personalised services like Miral's AI concierge, Majd Al, illustrate how AI can tailor travel experiences to individual preferences, enhancing visits to attractions in Abu Dhabi. These examples underscore the industry's shift towards technology that personalizes and improves the traveller experience.
The consensus among panellists at ATM 2025 was that innovation should be human-centric, grounded in a deep understanding of consumer behaviour. Companies like Almosafer and Expedia TAAP exemplify this approach, developing technologies that address specific customer needs and pain points, ensuring that new tools are not only effective but also user-friendly.
As AI becomes increasingly integral to the business events sector, it promises enhanced efficiency and insights. The global events industry, on track to exceed USD 2.3 trillion by 2032, stands to benefit from AI-driven personalisation, which is crucial for engaging attendees and fostering loyalty. AI's role in automating tasks and creating customized event experiences is becoming indispensable.
However, despite the advantages of technology, the importance of authenticity and human connection remains paramount. As AI redefines roles within the travel and hospitality sectors, the emphasis is on aligning talent with guest-focused activities. The goal is to ensure that technological advancements complement rather than diminish the value of personal interactions.
Danielle Curtis, Exhibition Director ME at Arabian Travel Market, stressed the significance of technology that enhances human interactions and addresses customer needs effectively. The industry's commitment to responsible innovation places people at the heart of technological advancements.
ATM Travel Tech's expansion at the 2025 edition, showcasing a 26% increase in product offerings, signals the deepening integration of technology in travel. The upcoming ATM 2026, scheduled for 4-7 May, aims to spotlight further innovations, highlighting technologies that are set to shape the future of travel.
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