Is the travel industry taking self-service too far?

Travelers don’t hate the whole do-it-yourself movement - just parts of it

May 4, 2023

Still, self-service is a thing in travel, and the trend is only accelerating. That means it’s just a matter of time before you find yourself at an airport without even a check-in kiosk, fumbling for your phone. Or at a hotel with no check-in desk. Or talking to ChatGPT when you contact a company.

Key takeaways

  • Artificial intelligence powered by technology like ChatGPT is slowly replacing human agents. Expedia’s foray into AI is just one of what will be many announcements. AI is clearly the future of booking;
  • Airlines and hotels have introduced mobile check-in options that allow you to check in for flights or rooms using your smartphone. In some cases, this is replacing the self-service kiosks at the airport;
  • Many travel companies have added chatbots to their sites that can answer common customer questions and provide assistance with booking and other tasks.

Get the full story at Christopher Elliott

Related must-reads


Get our Daily Brief in your inbox

Consumers are changing the face of hospitality - from online shopping to personalized guest journeys and digitalized guest experiences ...
we've got you covered.

By submitting this form, you agree to receive email communication from and its partners.