Chatbot benefits in the travel industry

Chatbots, a Fantastic candidate in the travel industry, are these traits:


Friendly chatbots provide a better customer experience and create better opportunities for companies to generate leads through chatbots. For example, a chatbot deployed by GRT Hotels & Resorts traded over 175,000 messages within 2.5 months of its launch.

This led to 84% of those who communicated with the bot sharing their contact information and 40% of them had a booking intention

Chatbots provide an instant response 24/7 across multiple communication channels, with the ability to route conversations to a live agent if needed. Real-time responses are an essential benefit because ±50% of customers expect companies to be available 24/7. Real-time responses are not valuable if they don’t answer your question. Understanding and recognizing user intent is key to providing the correct answer. In addition, chatbots that comprehend and use human humor are rated as more personable, collaborative, and capable and provide better solutions and services than those that don’t.


The dependability of a chatbot is directly related to its ability to provide the correct answer within a conversation.

Reliability depends heavily on the chatbot’s ability to understand natural language and the data it has been trained on. An up-to-date training dataset on travel prices, destinations, packages, and comparisons ensures the reliability of a travel chatbot.

These features are positively related to user satisfaction after use and continuity of the services offered.

Top chatbot use cases in the travel industry

Chatbots can provide 24/7 solutions in multiple languages and respond to multiple customers simultaneously, making them an excellent candidate for the following tasks.

1. Searching for booking opportunities

In various communication channels (e.g., WhatsApp, Slack, Facebook Messenger), users can enter queries about their destination and travel dates and provide the chatbot with criteria to search for options to provide to the user during the conversation. Chatbots can also ask customers questions to narrow down choices, such as “What is your budget?”, “How many people will be traveling?” or “Are your dates flexible?”.

2. Manage requests

Before making a final decision about their travel plans, users may have questions about travel insurance, travel requirements, prohibitions, estimated costs for travel, etc.

Chatbots can answer FAQs and deal with these inquiries without the need for a live agent to answer these questions. Timely and accurate responses are significant during the COVID-19 outbreak, as travel policies between countries can change daily.

3. Complete reservations

When the user decides to make a travel reservation such as a flight or hotel, the chatbot can request information about the user, ID or passport, and multiple children accompanying the user. The chatbot also provides a channel for credit card payments, completes the reservation, and sends travel plans via email or message.

4. Cross-selling

AI-enabled chatbots can understand user behavior and create cross-selling opportunities by offering flight and hotel packages, car rental options, discounts on tourist tours and activities. They can also recommend coupons for restaurants or cafes that the travel agent has already worked with.

This is beneficial not only for the companies but also for the users. For example, not all visitors know the hidden gems (and sometimes even important landmarks) in the places they visit. Offering visitors to Sicily a tour of Stromboli could help them avoid missing a famous landmark near the islands.

5. Manage bookings

Users can talk with a chatbot to manage their booking, for example:

  • Ordering a wheelchair
  • Changing check-in details
  • Selecting flight seats
  • Checking in online

6. Manage cancellations

Chatbots can facilitate the cancellation of reservations without needing a live agent. They can cancel the user’s reservations, recommend replacement flights or hotels, provide information about refund and return policies, and submit refund requests. The chatbot asks for the customer’s details and reservation codes or PNR.

7. Manage baggage requests

Chatbots usually have access to live data from airports or train stations. Therefore, users can contact chatbots to know where the baggage claim area is and on which platform their baggage is located. And in the case of lost luggage, chatbots can create a luggage claim based on the user’s information and ticket PNR.

Conversations are a friendly way to collect customer reviews seamlessly compared to surveys. After completing a booking or service, the chatbot can ask users some questions about their experience, such as “How satisfied are you with the services of this travel agency?” or “Would you suggest this agency to a friend?”, or ask them to write a comment on how the services can be improved.

Travel chatbots help tourism services engage customers

Websites and apps are static in that they don’t adapt to visitors’ needs in real-time. For example, if a tourist doesn’t find the information he wants on a travel app, he closes it and goes to another source of information. However, if he is in a conversation with a chatbot, he can either get the information from the bot itself or be connected to a staff member who can better answer his questions.

Chatbots and human employees of a travel-related service can thus work together to provide tourists with a well-rounded experience. They can also engage a higher number of customers as they can offer proactive customer support this way.

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Read More: What Is the Goal of Your Ecommerce Chatbot?