Travel industry in UAE shifts toward hybrid AI‑human experience
Travel experts insist successful tourism innovation depends on amplifying, not eliminating, human agency.
The use of AI for travel planning has surged in the UAE, with six in ten travellers reporting they use AI to manage flights, hotels, itineraries, and dining. Tourism Economics and ATM data show that the UAE’s adoption rate significantly exceeds the global average.
Tools like Sabre’s SynXis Concierge and Miral’s Majd Al are now integrated into hotel and attraction services to speed up queries and offer personalised suggestions.
Despite the technological appeal, travel professionals stress the importance of human contact. Automated agents may optimise logistics, but UAE customers continue to value emotionally intelligent service, especially for complex or premium experiences.
As Al Rais Travel puts it, a hybrid approach, where AI performs background analysis and humans provide real connection, is ideal.
Industry dialogue at ATM 2025 underscored trust as key: AI can generate draft itineraries and administrative support, but travellers still rely on agents to uncover hidden gems, accommodate cultural preferences, and fine-tune experiences.
Experts such as Naomi Ekberg argue that in the UAE’s cosmopolitan market, AI should free up staff to deliver memorable human moments rather than replace them.
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