COMMENTARY: AI becomes part of the tourism demand

For decades, the global tourism industry has evolved in lockstep with technological progress, from the rise of online booking platforms in the 1990s to the widespread adoption of digital travel passes and contactless services following the 2020 pandemic. Today, a transformative new shift is reshaping consumer expectations and industry operations: artificial intelligence has moved from a niche experimental tool to a non-negotiable component of modern tourism demand. This commentary explores the multifaceted ways AI is redefining both what travelers expect from their journeys, and how hospitality and travel providers are adapting to meet these new requirements. Travelers across all demographic segments are increasingly prioritizing AI-powered features when planning trips, according to recent 2024 consumer surveys from leading global travel associations. Gen Z and millennial travelers, who make up 60% of global international travel spending, now regularly use AI chatbots to generate personalized itinerary suggestions that align with their specific budget constraints, dietary restrictions, and off-the-beaten-path preferences, rather than relying on pre-packaged generic tour bundles that dominated the market a decade ago. Even older traveler demographics are embracing AI tools, using real-time language translation AI integrated into hotel apps to navigate unfamiliar destinations, or AI-powered accessibility tools that adjust travel plans to accommodate mobility limitations in real time. On the supply side, tourism operators from small family-run bed and breakfasts to multinational hotel chains and major airline groups are integrating AI systems not just to cut operational costs, but to meet the rising baseline of customer demand. AI dynamic pricing tools allow properties to adjust rates in real time to match fluctuating local demand, while AI-powered customer service assistants resolve common traveler queries – from check-in adjustments to local restaurant recommendations – in seconds, eliminating long wait times that were a longstanding pain point for the industry. This shift is not without its growing pains: industry stakeholders note that providers must balance AI deployment with personalized human interaction to avoid eroding the warm, experiential core that draws people to travel in the first place. But the broader trend is irreversible: AI is no longer a flashy optional add-on for tourism brands, it is a fundamental element of what travelers now consider a high-quality, seamless travel experience.