Europe Incoming COO Dylan Lall looks at a side of travel planning that doesn’t always make it into the glossy itineraries: knowing where not to go, what to watch out for and how good local knowledge can keep travellers out of trouble.

From security advice and safer routing to real-time alerts, Dylan explores how AI could help travel companies spot risks earlier and communicate them faster. Rather than waiting for something to go wrong and then fixing it, could technology help DMCs prevent some of those problems in the first place?

The conversation also turns to what good service actually looks like. Drawing on very different hospitality experiences in Paris and at Belmond Hotel Caruso in Italy, Dylan talks about the small moments that make people feel genuinely looked after, and why great service is about far more than simply delivering what was booked.

AI may become very good at anticipating needs, sharing information and helping teams respond faster. But warmth, attention, empathy and the feeling that somebody is genuinely listening? Dylan isn’t convinced we’ll be automating those quite so easily.

Links and Resources:

• Europe Incoming: One Partner For UK and Europe

• Dylan Lall LinkedIn

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