60% of UAE Travellers Use AI for Trip Planning, Yet Human Connection Remains Crucial
Travel technology is changing how travellers plan, book, and experience their trips worldwide. A recent report by Tourism Economics for Arabian Travel Market (ATM) reveals that 60% of travellers in the UAE rely on Artificial Intelligence (AI) to plan every aspect of their journeys. This is notably higher than the 48% global average and is expected to grow as technology becomes more embedded in consumer habits.
The report highlights AI's growing role in travel planning across the Middle East, with nearly six in ten travellers having used AI tools. Around 21% used AI for their most recent trip. As adoption increases, AI is set to offer more personalised recommendations and streamlined booking experiences for tech-savvy customers. Travel companies are also leveraging AI to improve customer service and boost economic impact.
Balancing Technology with Human Connection
ATM 2025 brought together experts from technology, hospitality, and events sectors to discuss how AI-powered tools and data-driven service platforms affect human connection in travel. Amy Read, VP Innovation at Sabre Hospitality, emphasized that hospitality is fundamentally about human connection. Innovation should amplify meaningful interactions rather than replace them, freeing staff to engage more deeply with guests.
Read also pointed out that technology has shifted guest expectations toward instant gratification and fast responses. This demand has led to solutions like SynXis Concierge AI, which uses generative AI to deliver immediate, accurate answers to guest queries. This reduces dependence on individual staff knowledge while ensuring consistent, high-quality service 24/7.
Similarly, Miral’s AI concierge, Majd Al, operates at popular Abu Dhabi attractions such as Yas Bay Waterfront and Ferrari World Yas Island. The AI provides suggestions based on visitor preferences, helping them get the most from their experience.
Consumer-Centric AI Development
Experts agree that successful human-centric innovation begins with understanding customer behaviour. Organisations like Almosafer develop AI tools by co-creating with customers to address real pain points. Expedia TAAP, a travel agent platform, builds technology based on feedback from travel agents, ensuring solutions meet both customer needs and usability standards.
AI’s Growing Role in Business Events
The meetings, incentives, conferences, and exhibitions (MICE) sector is also benefiting from AI. The global events industry is expected to hit USD 945 billion by 2025 and exceed USD 2.3 trillion by 2032. AI-powered tools enhance efficiency by automating sourcing, translating content in real time, and personalising event experiences based on data. This helps increase attendee engagement and loyalty.
Preserving Authenticity Amid AI Growth
Despite AI’s advantages, speakers caution against over-reliance on technology at the expense of authenticity. AI reshapes roles rather than replacing people, allowing staff to focus on meaningful guest interactions. Successful travel and event providers keep human connection central to digital initiatives, ensuring experiences remain genuine and memorable.
Danielle Curtis, Exhibition Director ME at Arabian Travel Market, summed up this approach: “The most effective travel technologies amplify human interactions, improve efficiency, and respond directly to customer needs. The industry is committed to responsible innovation that places people at the centre of every solution.”
Looking Ahead
Reflecting the travel industry’s integration with technology, ATM Travel Tech expanded by over 26% in 2025, showcasing more products than ever. ATM 2026, scheduled for 4-7 May, will continue to highlight the latest advancements shaping travel’s future.
For those in hospitality and events aiming to stay ahead with AI and technology integration, exploring relevant training can provide practical skills and insight. Courses on AI applications in customer service, automation, and personalised experiences can be found at Complete AI Training.
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