Travelers aren't sold on ChatGPT, automation at home or the airport ...
The travel industry is rapidly adopting self-service, and while it may seem like a convenience, travelers are not always thrilled. An increasing number of airlines are dropping phone support and are charging fees for interacting with a human agent for airport check-ins. Some air carriers have completely removed their kiosks, prodding passengers to rely on a phone app at the airport instead.
Despite these advancements, travelers are lukewarm to the idea of automation. In a recent study by Travelport, 77% of travelers have already interacted with a chatbot, but 75% of respondents still want the option of talking to a person.
Airlines and hotels love the potential savings that automation can bring, but travel advisers are not thrilled with this trend. Instead, they believe that it only benefits companies, as they have no intention of passing on the savings to customers. The trend only supports basic travel bookings, and it has yet to prove itself when it comes to fixing some of the problems that are likely to emerge.
As the travel industry continues to adopt automation, travelers may find themselves in situations where there is no check-in kiosk, no hotel reception desk, or even talking to ChatGPT when contacting companies. The human element is crucial, and personal service can be a significant differentiator when it comes to identifying quality airlines, car rental companies, and hotels.
To introduce automation effectively, a human-centered approach is necessary. Companies need to refuse to outsource important customer service functions to AI or force their customers to use self-service apps. Over time, this will become increasingly clear, and companies that neglect the importance of customer service may become completely self-service.
Until then, travelers can use shortcuts to talk to a human, such as words like "operator" or "agent," which typically lead to a human being. Avoiding extreme DIY is also vital to ensure that travelers get the best possible service. If you cannot use technology, call the airline's special services desk, or ask for help at the hotel politely.
