AI becomes Expedia Group’s third chapter
After the internet and mobile, AI becomes the next defining chapter for the travel platform
Expedia Group CEO Ariane Gorin positions artificial intelligence as the company’s “third chapter,” following the internet and mobile phases that shaped its first 30 years. She made these remarks earlier this week during an interview with PhocusWire in Los Angeles at the Americas Lodging Investment Summit. Gorin argues that AI represents a structural shift in how travelers discover, plan, and book trips, rather than a short-term technology trend. Expedia sees this transition as an opportunity to reassert its role as a trusted intermediary in an increasingly automated travel ecosystem.
Key takeaways
- AI as a generational shift: Gorin frames AI alongside the internet and mobile as a foundational transformation that reshapes Expedia’s business model and customer interactions.
- Platform reinvention, not replacement: AI is intended to enhance Expedia’s core marketplace by improving discovery, personalization, and decision support, rather than replacing existing travel flows.
- Long-term strategic lens: Expedia is approaching AI as a multi-year evolution, emphasizing sustainable impact over rapid experimentation without clear business outcomes.
- Trust and relevance at scale: Maintaining traveler trust and brand relevance is central as AI-driven interfaces increasingly mediate how trips are researched and booked.
- Selective innovation focus: Gorin stresses the importance of choosing AI use cases that align with Expedia’s strengths, instead of chasing every new capability.
- Continuation of past playbooks: Just as Expedia adapted to internet and mobile shifts, the company sees AI as the next step in an ongoing process of platform adaptation.
Get the full story at PhocusWire
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