Travelers Turn to AI-Assisted Planning and 24/7 Customer Support
The Global Travel Confidence Index jointly released by Allianz Partners and Ipsos shows that AI is becoming a mainstream travel planning tool: 37% of American summer travelers use AI for destination recommendations, itinerary creation, and more; 64% of potential insurance buyers expect 24/7 support through mobile apps. Hospitality brands such as IHG, Hilton, Wyndham, and Marriott have launched or piloted generative AI tools to respond to travelers' demand for seamless, mobile-first experiences.
News Summary
- Global travel insurance provider Allianz Partners' latest research shows that travelers are increasingly turning to AI tools to plan, manage, and protect their trips, expecting a 'seamless, app-driven experience' in the process.
- According to the Global Travel Confidence Index by Allianz Partners in collaboration with Ipsos, more than one-third (37%) of Americans planning summer travel are using AI to assist with vacation planning. Common applications include recommendations for destinations, restaurants, and activities, as well as itinerary creation, budget planning, and travel research.
- 'Technology is changing how people research, plan, and manage their travel,' said Emily Hartman, General Manager at Allianz Partners, in a statement. 'From AI-driven itinerary planning to real-time travel assistance, the industry is evolving to meet these expectations.' As 'digitally savvy travelers seeking convenience and personalization' increasingly turn to generative and conversational AI, the hospitality industry has an opportunity to invest in generative AI and develop strategies to secure a presence in consumers' travel research.
Deep Insights
The survey, conducted between March 20 and April 14, 2026, among 2,001 American adults, shows that AI is becoming a 'mainstream travel planning tool.'
Traveler expectations for travel services, including travel protection, are evolving. Among those planning to purchase travel insurance, nearly two-thirds (64%) said they expect or value 24/7 customer support and emergency assistance via mobile apps.
Additionally, as customer expectations rise, one customer service expert noted that conversational AI tools are one way to bridge this gap. Specifically, such tools have the potential to enhance guest satisfaction, strengthen loyalty, and provide more personalized service.
'These travelers expect fast, intuitive, and mobile-first interactions throughout their journey,' the report states.
As more travelers turn to AI for itinerary planning, solutions have emerged in the market to help hotels improve their visibility in guest searches.
Hoteliers have also begun launching AI tools to assist customers with booking accommodations: In June, IHG Hotels & Resorts launched a ChatGPT application; earlier this year, Hilton began piloting a digital concierge powered by generative AI.
Meanwhile, Wyndham Hotels & Resorts launched a native ChatGPT application to assist travelers with hotel searches and bookings; last month, Marriott International introduced Ask Bonvoy, an AI-driven conversational search tool.