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It is ironic that just when I had written and published three articles on the important role that humans play in our ‘people-rich’ travel and tourism industries, and how to achieve an effective partnership with AI, a dramatic upheaval took place in the Middle East involving Iran, the USA, and Israel. Unfortunately, as with many wars, the fallout is huge, and many other areas, such as the UAE, were immediately affected.
Travel to important hubs like Dubai and Qatar was immediately halted, and this created a situation that demonstrated that human travel professionals will always play a vital role in travel.
Just a few of the immediate challenges facing travel agents due to the crisis included flight suspensions, airspace closures, and the need for rapid response and clear communication with affected clients. Staff had to manage high-pressure situations while assisting distressed travellers
Agents in action
Travel Agents, experienced and professional (let’s not forget they had learned much from dealing with just such a crisis in the COVID pandemic) sprang into action – and a number of factors came into play…
Rapid Response and Communication – After-hours call centres and day office teams were mobilised within 30 minutes to respond to a surge in traveller inquiries. Airlines and airports quickly alerted operational teams about airspace closures and flight suspensions. Understanding the stress that people must be under and prioritising their safety, Travel agents immediately triggered communication with travellers in transit. Teams of travel professionals proactively contacted affected travellers and provided updates based on real-time airline information.
Accommodation and Rerouting – Airlines and hotels provided refunds, re-bookings and extended stays for stranded travellers – and agencies worked to reroute clients via alternative carriers using established industry relationships.
Recognising and dealing with fake news – Some irate travellers were influenced by fake news circulating on social media, and this is where staff training and human discernment came into play so agents could ensure only verified information was communicated. While AI provides valuable tools, human agents remain essential in interpreting complex situations, and AI systems, because they gain their info from online sources, might even unintentionally spread misinformation, let alone recognise it as fake news,
Insurance and Accommodation Challenges
A tough one to impart to customers was that Insurance companies did not cover the costs of stay-over accommodation, as this crisis was classified as an act of war. Fortunately, Governments in Dubai and Doha accommodated stranded travellers in hotels at their own expense, and again, only agents who knew of this could direct their clients there.
What next?
The situation remains unpredictable, and flexibility in travel plans is essential. Travellers with upcoming trips, particularly post March, have been advised to wait before making changes. At the time of writing, some airports have reopened, but generally flights were largely restricted to expats returning home.
The UAE carriers are managing their ‘return to the skies’ programme in each of their respective manners deemed by what is consider safe passage for their travellers. Even today, this remains a very fluid environment, subject to change at short notice. There is obviously reduced capacity, and rerouting has become a huge challenge here in SA, and it is only because agencies receive daily updates, enabling them to inform staff and travellers of developments, that the mammoth task of accommodating travellers via other hubs can be achieved.
Human experience and correct judgment sometimes expose AI Limitations
While AI and technology provide valuable tools, human agents remain essential in interpreting complex situations. AI, in fact, had little to do with solving the real issues, and Agents turned to tried and tested Technology they have used as a support tool for years. These are advanced systems devised some time ago to track travellers and provide support communication. These systems are not AI-driven, but they assist agents in making proactive and informed decisions.
The value of Agency Partnerships
Travellers who book directly, rather than using travel professionals to at least assist them, have had to face various challenges. Some have experienced greater difficulty securing refunds or having alternative arrangements made for them at this critical time. They are reliant on unreliable information posted on the internet and do not have access to all the insider information that travel professionals receive as a result of years of partnerships with airlines and the hospitality industry.
Agencies provide advocacy and established channels that independent travellers typically lack, and their clients benefit from the direct outreach and support received during emergencies. There is industry collaboration and flexibility during this type of crisis. Since COVID-19, and even prior to AI, greater flexibility in bookings and customer service has helped to boost traveller loyalty and trust.
I sincerely hope that this UAE travel crisis, so unexpected, just like the pandemic, will remind all travellers that AI is best implemented as a support structure for professional agents — and not vice versa.
Lidia de Olim
CHIEF EXECUTIVE OFFICER