E.M. Najeeb CMD, Airtravel Enterprises India Ltd Group
New-age technologies are transforming the travel and hospitality sector. Players in the industry are now relying heavily on solutions such as artificial intelligence (AI), augmented reality (AR), virtual reality (VR) and internet of things (IoT) to deliver a highly personalised experience to customers and enhance business efficiency. Leaders from the travel and hospitality sector share their views on the role of technology in the sector, key challenges being faced in technology adoption and trends that are driving digital transformation…
How are digital technology and new-age solutions transforming the travel and hospitality sector? What are the key drivers?
Digital technology is reshaping the travel and hospitality sector by enabling seamless, personalised and immersive experiences for travellers. Travellers now expect instant responses, real-time updates and tailor-made offerings, which are made possible only through digital integration. The key drivers of this transformation include the rise of tech-savvy millennial and Gen Z travellers, increased smartphone penetration, and the need for operational efficiency. The pandemic has further accelerated digital adoption, pushing companies to prioritise contactless technologies, digital payments, and enhanced health and safety protocols.
What are the key technologies and solutions being adopted and/or explored by your organisation? What have been the key benefits?
We have adopted cloud-based solutions for seamless data management and integration across departments, ensuring smoother operations and greater transparency. Customer relationship management (CRM) solutions are helping us understand and predict customer preferences, leading to more personalised experiences and improved client retention. We are also investing in AI and ML tools for predictive analytics to forecast customer trends and optimise our offerings. Additionally, we are exploring generative AI to enhance communication in order to improve customer satisfaction and loyalty. The key benefits have been multifaceted: improved operational efficiency, reduced costs, a more data-driven approach to decision-making and a strengthened relationship with clients.
What are the key challenges in technology adoption and implementation? How are you addressing them?
The key challenges stem from both internal and external factors. Internally, resistance to change from staff accustomed to traditional methods, along with the need for significant investments in upskilling and training, can be obstacles. Externally, concerns around data privacy, security and integration with legacy systems often hinder smooth implementation. We address these challenges by fostering a culture of lifelong learning, continuous innovation and a drive for uncompromising service. We are implementing advanced cybersecurity solutions and adopting comprehensive data management practices to ensure robust data protection.
What technology trends will shape the sector in the coming years?
We believe that key trends shaping the future of travel and hospitality will include hyper-personalisation powered by AI and machine learning, enabling businesses to offer more customised experiences based on real-time data and predictive analytics. Smart hospitality solutions leveraging IoT will redefine service standards, transforming traditional hotel rooms into intelligent spaces with automated controls and voice-activated services. Blockchain technology will enhance transaction security and transparency, while VR and AR will enable virtual destination exploration, helping travellers make more informed decisions. Sustainability will be at the forefront, with AI and IoT driving resource optimisation and eco-friendly practices.
