Artificial Intelligence (AI) is increasingly influencing how travellers in the UAE plan and experience their trips, according to a recent report by Tourism Economics on behalf of Arabian Travel Market (ATM).
The study reveals that 60% of UAE travellers trust AI to manage every aspect of their journeys, compared to 48% globally.
Growing AI adoption
Nearly six in ten travellers to the Middle East have used AI tools for trip planning, with 21% using AI for their most recent travel.
The report highlights AI’s growing role in offering personalised recommendations and simplifying booking processes. Travel companies are also adopting AI to improve customer service and boost economic benefits.
AI and human connection
At ATM 2025, industry experts discussed the balance between technology and human interaction in hospitality. Amy Read, VP Innovation at Sabre Hospitality, said: “It is important to recognise that human connection is at the core of hospitality. When we think about innovation within hospitality, we try to find ways that amplify those key moments, rather than replace them. We want to free up staff time so that they can engage in more meaningful interactions.”
Read noted that travellers now expect quick responses, driving solutions like Sabre’s SynXis Concierge AI. This system uses generative AI to provide instant, accurate replies to guest queries, reducing dependence on individual staff knowledge and ensuring consistent service.
AI in attractions and events
Other AI-powered services include Miral’s AI concierge, Majd Al, used at Abu Dhabi’s Yas Bay Waterfront and Ferrari World Yas Island. This tool offers tailored visitor recommendations to enhance experiences.
The rise of AI in the meetings, incentives, conferences, and exhibitions (MICE) sector is improving efficiency and engagement. With the global events industry expected to reach USD 945 billion this year, AI helps automate tasks, translate content, and personalise experiences for attendees.
Caution on technology use
Despite AI’s benefits, experts stressed the importance of maintaining authenticity and not replacing human roles. AI is seen as a tool to reshape jobs, allowing staff to focus on meaningful guest interactions.
Danielle Curtis, Exhibition Director ME, Arabian Travel Market, said: “When it comes to travel and tourism innovations, the most effective technologies are those that amplify human interactions, improve efficiency and respond directly to customer needs. The industry has a shared commitment to responsible innovation by placing people at the centre of every technology solution.”
Reflecting the growing role of technology in travel, ATM Travel Tech 2025 showcased over 26% more products than before. The next edition, scheduled for May 4–7, 2026, will continue to highlight innovations shaping the future of the travel industry.
tanvir@dubainewsweek.com
