Europe Incoming COO Dylan Lall and CSO Staffan Nilsson take on one of the biggest questions facing travel right now: is AI genuinely going to disrupt the industry, or are we getting carried away by the hype?

Drawing on Staffan’s 30 years across travel and travel tech, they explore where AI can genuinely make a difference and where the fundamentals haven’t changed. Trust, relationships, operational experience and having a real person there when something goes wrong still matter, particularly for complex itineraries, group travel and high-value holidays.

The conversation moves from trusting AI-generated answers and the need to verify what we’re told, to concierge-style service, personalisation, 24/7 support and why empathy matters most when a trip starts to unravel. They also look at how AI could lower barriers to entry, speed up research and sales, and make expertise more accessible, while established travel businesses retain an advantage that’s much harder to manufacture: years of experience actually delivering trips in the real world.

And, naturally, there’s some debate about whether AI is making us smarter, simply making us look smarter, or occasionally just helping us confirm whatever we already wanted to believe.

Links and Resources:

• Europe Incoming: One Partner For UK and Europe

• Dylan Lall LinkedIn

• Staffan Nilsson LinkedIn

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