Although AI can’t replace the insights and advice of a dedicated travel manager (we’re talking the kind of travel smarts that only come with years of personal experience), it is hard at work, beavering in the background.
In fact, the next time you book a business trip, you can be 100% sure that AI is streamlining site navigation, prompting on-policy travel decisions, anticipating your travel preferences, and contributing a few impressively intuitive touches to make sure your journey is smoother than ever before.
From dodging delays to curating your in-flight movie list, here are five ways AI is revolutionising business travel:
1. Plotting the perfect itinerary
Have you checked into a hotel recently and been pleasantly surprised by the choice of room, on-site amenities, or mini-bar offerings? It’s not blind luck. Chances are, AI is picking up on your past travel behaviour and preferences – and feeding it directly to the people who make a difference.
For frequent flyers, that means enjoying subtle tweaks to lounge benefits, airline seating, meal options, and even in-flight entertainment (yes, airlines like Emirates and Delta are dabbling in AI-curated movie menus – all based on a passenger’s previous viewing habits).
But as Mummy Mafojane, Productive Operations Leader at FCM, explains, an AI-perfected itinerary is also on-policy at all times.
“Today’s booking tools use AI to curate and shape your travel choices” says Mafojane. “For example, the FCM platform, which was built for managers, bookers and travellers, automatically green flags options that comply with your company travel policy, while factoring in your preferences and requirements around sustainability and traveller wellness.”
2. Planning smarter routes
AI, says Mafojane, is also an indispensable tool when it comes to scouring global distribution systems or travel aggregators for the best flights.
“Convenience and comfort remain top priorities for business travellers. This means a direct flight is often preferable to a cheaper connection. It’s not just about saving money; it’s about reclaiming time. AI puts the best options on the table, improving efficiency, simplifying processes and making business travel an altogether more enjoyable experience.”
3. Automating airport experiences
Biometric screening using facial recognition at check-in and security is already widespread, including at Heathrow, Changi, and major US hubs. Technologies like SmartGate, ePassport gates, and TSA facial recognition systems streamline security and immigration processes. Singapore’s Changi Airport now offers passport-free clearance, while the US has implemented facial recognition across 80 airports. These AI-enhanced systems ultimately lead to faster check-ins and security processing, reducing airport queues and wait times – still the biggest bugbear for travellers today.
4. Predicting (and preventing flight delays)
Major airlines are already using machine learning to analyse weather patterns, air traffic data, and aircraft turnaround times, predicting disruptions hours – or even days – ahead.
Delta led the charge, cutting maintenance cancellations from 5,600 in 2010 to just 55 in 2018 by analysing aircraft sensor data – though they weren’t immune to 2024’s CrowdStrike outage chaos.
The airline also employs AI-driven systems to simulate weather disruptions, aiding real-time decision-making for flight schedules and crew management.
Not to be outdone, JetBlue has also enhanced its weather forecasting capabilities, thereby minimising delays and cancellations. Initially implemented at Boston Logan International Airport, the technology has been expanded across JetBlue’s busiest airports, saving over $300,000 a month across these airports, potentially delivering a $4 million saving for the company.
5. Providing 24/7 customer support
Flight cancelled at midnight? Generative AI chatbots, used by some TMCs, reroute travellers instantly. They’re fast, multilingual, and tireless, handling bookings or tracking bags while you sleep.
TMCs like FCM integrate generative AI chatbots into their platforms to enhance traveller support by handling routine tasks, including flight changes, destination information and everyday queries. In other words, chatbots tackle the basics, freeing human agents to deal with complex crises, like unexpected global events or weather phenomena that impact travellers across the world.
Here too, AI is invaluable.
“AI-driven risk tools track global events in real time,” says Mafojane. “Machine learning is used in risk assessment and both travel managers and travellers receive an alert if there is an emerging threat nearby. Travel managers can jump into action, rerouting passengers where possible, rescheduling flights, or, in worst case scenarios, ensuring safe evacuation.”
Obviously, AI can’t outsmart a “Beast from the East” mega storm. But it’s getting better at smoothing out the rough edges.
“AI can help us deliver everything travellers are asking for: quick, comfortable, and safe journeys. But it’s also enabling truly personalised travel experiences. And that’s very exciting indeed,” concludes Mafojane.
About FCM Travel:
FCM Travel, the flagship corporate travel brand at Flight Centre Travel Group (FCTG), is the business travel partner of choice for large national, multinational and global corporations. We are an award-winning global corporate travel management company ranking as one of the top five by size around the world. We operate a global network which spans more than 100 countries, employing over 6000 people.
FCM are transforming the business of travel through our empowered and accountable people who deliver 24/7 service and are available either online or offline. Leveraging FCM’s negotiating strength and supplier relationships in conjunction with our tailored business travel programs, our expertise delivers more for our clients where it matters most to them.
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