As we dive into the fascinating intersection of travel and technology, I’m thrilled to sit down with Katarina Railko, a renowned expert in hospitality with deep roots in the travel and tourism industry. With her extensive experience and a keen eye for innovation, Katarina has become a leading voice in how technology, particularly artificial intelligence, is reshaping the way we explore the world. She also brings a unique perspective from her work in entertainment and events, often speaking at expos and conferences. In this conversation, we’ll explore the transformative power of AI in travel planning, its potential to personalize experiences, the role of emerging technologies like voice interaction, and the challenges and opportunities it presents for both travelers and industry players.
How has your own experience with AI tools influenced your perspective on their role in transforming travel planning?
I’ve always been fascinated by how technology can simplify complex tasks, and my personal experiments with AI tools for trip planning really opened my eyes. For instance, using a tool like ChatGPT to map out a family vacation showed me just how tailored and efficient recommendations can be. It suggested unique activities and hidden gems that I might not have found through traditional means. It’s exciting to see AI step into a space where personalization is so crucial, and it’s made me a firm believer in its potential to revolutionize how we approach travel.
What do you think sets AI-driven travel planning apart from the traditional methods, like working with a travel agent?
The biggest difference is the speed and scale of personalization. Traditional travel agents bring a human touch and deep expertise, but they’re limited by time and resources. AI, on the other hand, can process vast amounts of data instantly—think reviews, pricing, and trends—to offer suggestions that feel custom-made. It’s like having a 24/7 assistant that never sleeps. However, it’s not perfect yet; sometimes it misses the nuanced understanding of a person’s needs that a seasoned agent can provide. I see AI as a powerful complement rather than a full replacement right now.
How do you see voice technology enhancing the way travelers interact with AI during the planning process or even on the go?
Voice technology is a game-changer because it makes interactions so much more natural and immediate. Imagine you’re in an unfamiliar city, hands full with luggage, and you just speak to your device to get directions to a nearby café or ask for a quick itinerary tweak. It removes the barrier of typing or navigating apps under stress. It’s about meeting travelers in the moment, making the experience seamless. I think as voice AI gets better at understanding tone and context, it’ll feel like chatting with a trusted friend.
With AI taking over tasks like customer service in travel, how do you think this shift will affect the quality of support travelers receive?
AI can handle routine inquiries—like booking changes or FAQs—faster than any human, which is a huge win for efficiency and cost-saving. But the risk is losing that personal connection. When something goes wrong, like a canceled flight, people crave empathy, and AI isn’t quite there yet in mimicking that. I believe the quality can stay high if companies use AI for the repetitive stuff and keep humans in the loop for complex or emotional issues. It’s about striking the right balance to maintain trust and satisfaction.
In what ways can travel platforms leverage AI to create standout experiences for their users in a competitive market?
Platforms have a massive opportunity to use AI for hyper-personalized discovery. Instead of generic search results, AI can analyze a user’s past trips, preferences, and even social media activity to suggest destinations or deals that feel uniquely relevant. Beyond that, it can enhance the entire journey—think real-time travel alerts or curated local experiences based on your location. The key is to use AI to anticipate needs before the user even asks. This kind of proactive service can really set a platform apart in a crowded space.
Looking back at major tech shifts like the rise of the internet or smartphones, what lessons should travel companies apply as they integrate AI today?
One big lesson is to adapt early and experiment boldly. When the internet emerged, companies that hesitated to build an online presence fell behind. Same with smartphones—those who didn’t optimize for mobile lost out. With AI, travel companies need to dive in now, test new tools, and listen to user feedback to refine them. It’s also critical to focus on user experience over pure tech. Just like early websites had to be intuitive, AI tools must be easy and valuable to use, or travelers won’t adopt them.
What is your forecast for the future of AI in the travel industry over the next decade?
I’m incredibly optimistic about AI’s trajectory in travel. I foresee it becoming the backbone of every step—from dreaming up a trip with hyper-realistic virtual previews to managing unexpected hiccups with instant solutions. We’ll likely see AI agents that act as personal travel companions, blending voice, visuals, and data to create seamless experiences. The challenge will be ensuring these tools remain accessible and equitable for all travelers, not just tech-savvy ones. I think the next ten years will redefine what it means to travel, making it more intuitive and tailored than ever before.
