Shailendra Pandey Chief Technology Officer, FCM Travel India
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 and new-age solutions significantly transform the travel and hospitality sector, enhancing guest experiences and operational efficiencies. Some key areas of transformation include personalisation and customer experience, chatbots and virtual assistants, contactless payments, IoT and smart AR, and big data analytics.
IoT enables the creation of smart hotel rooms where guests can control lights, temperature, entertainment and even room service requests via mobile apps or voice assistants such as Alexa or Google Home. AR and VR are allowing potential travellers to explore destinations, hotels or attractions virtually before they book. This enhances confidence in decision-making, especially for high-end destinations.
AR is being used in travel apps to help tourists navigate cities, airports or resorts with real-time information overlaid on their surroundings, enhancing the traveller’s experience. Google Maps has such features in many countries. Big data is being used to predict trends in travel patterns, customer preferences and even operational needs such as demand forecasting, pricing strategies and supply chain optimisation.
What are the key technologies and solutions being adopted and/or explored by your organisation? What have been the key benefits?
Our FCM Platform is an omni channel platform designed for a seamless user experience, offering personalised service, real-time data insights and global consistency. It provides travel managers with tools for quick reporting, safety alerts and access to travel insights. We use AI to analyse customer data to provide tailored travel suggestions and offers. Our online booking tool provides recommendations to the traveller based on past bookings/searches.
Within our FCM Platform, we have Sam, which is short for “Smart Assistant for Mobile”. It is a chatbot to support our customers at all times: pre-, during and post-trip. Sam is a proven AI solution providing 24×7 support to travellers. We allow mobile check-ins and SOS, whereby guests can check in and get gate information, baggage belt number and important notifications via the FCM Platform. Guests can also book, cancel and reschedule flights, hotels, cars, etc., using the mobile booking app. Guests can also check in and access their rooms using their smartphones via smart keys powered by NFC, minimising physical contact.
FCM Booking India provides travellers with an end-to-end travel and expense experience. The tool simplifies the expense reporting process with high accuracy. Integrated with all leading credit card platforms, travel expenses can be auto-created and auto-categorised using optical character recognition. It also has intelligent policy compliance, which reduces fraud. Generative AI is used to auto-read invoices and check for duplicates.
FCM is a leader in integrating new distribution capability (NDC) fares via Amadeus NDC X. FCM has acquired TPConnectes to create its own NDC content to provide better offerings to travellers.
What are the key challenges in technology adoption and implementation? How are you addressing them?
Implementing advanced technologies such as AI, IoT and blockchain can require significant upfront investment. It is important to start with pilot projects to demonstrate return on investment before scaling up. Seeking partnerships or grants to offset initial costs can be fruitful.
Handling large volumes of customer data increases the risk of data breaches and privacy issues. FCM ensures strict data governance and compliance protocols across its platforms.
Employees may resist change or lack the skills to use new technologies effectively. This challenge can be addressed by providing comprehensive training programmes and continuous support.
Customers may be hesitant to adopt new technologies, especially older demographics. Educating customers on the benefits and ease of using new technologies can be helpful. The company offers multiple options to cater to different comfort levels.
Keeping technology up to date and maintaining it can be resource intensive. Cloud-based solutions can be explored to ensure scalability and ease of updates.
What technology trends will shape the sector in the coming years?
AI, AR and VR will continue to enhance and personalise guest experiences. The continued adoption of NDC will reshape the way airlines and travel agents interact. This XML-based data standard improves the direct distribution of airline content, offering richer product offerings and pricing flexibility. Travel companies will have access to more diverse and personalised airline products, which will result in more competitive pricing and better choices for customers. FCM is already implementing NDC to ensure richer and more dynamic fare options for corporate travellers.
With growing concerns over climate change, Technology that promotes sustainable travel will be a major focus. Tools that track carbon emissions and offer eco-friendly alternatives, such as carbon-offsetting options, will gain traction.
