AI, human expertise and trust are re-shaping travel

Corporate travel is changing fast. Travellers want seamless journeys, flexibility, and a sense that their time and their company’s money are valued. Businesses, meanwhile, are navigating an explosion of data, AI tools, and digital platforms, all promising efficiency but demanding trust and expertise to deliver it. At a recent Sydney panel, these issues came into sharp focus as leaders explored how technology, policy, and human insight intersect to shape the future of corporate travel.

Moderator Mike Orchard, Head of People & Performance at Festive Road, guided a powerhouse panel that included Melissa Elf, Global Corporate COO and Global FCM MD at FCM; Jonathan Nelson, Executive General Manager Australia at Corporate Travel Management (CTM); Nikunj Agrawal, Founder of Zenmer; Darrin Grafton, CEO of Serko; and Nicola Winchester, Global Travel, Meetings & Events Leader at EY. Together, they addressed the evolving expectations of travellers, the role of AI and automation, and the human expertise needed to navigate complexity.

Elf emphasised that relevance starts with understanding the customer. Despite rapid technological change, travellers’ core expectations remain the same: safety, choice, and a clear return on investment. The difference is pace. FCM is responding with a “digital first” approach, leveraging AI to streamline processes while keeping human support central. “Technology is an enabler, not a replacement,” she noted.

For Grafton, corporate travel is undergoing a “traveller-first” revolution. Data and AI can anticipate needs, cut inefficiencies, and solve problems in real time. Agrawal added a glimpse of the near future, where AI-driven booking systems can understand intent, guide decisions, and automate complex tasks, redefining the travel platform itself.

Nelson provided the buyer’s perspective. “Trust in systems is everything,” he said, highlighting the need for confidence in the data powering decisions. Winchester framed travel as part of talent strategy: seamless, intuitive experiences are key to attracting and retaining employees accustomed to consumer-grade digital services.

Sustainability also featured prominently. Panellists agreed travellers increasingly demand eco-conscious options, yet balancing cost, convenience, and environmental responsibility remains a challenge. Elf noted that companies must integrate sustainability into their operational DNA to meet expectations without slowing business.

Across the discussion, one point stood out: technology cannot replace human judgment. While AI and automation handle routine tasks, human empathy and experience remain critical for managing disruptions and delivering nuanced support.

As the session wrapped, the panel distilled key takeaways: listen to travellers, adapt policies, embrace emerging technologies, and be ready for disruption. Grafton summarized succinctly: “Listen. Adapt. Repeat.” Agrawal urged exploration of agentic AI and new interfaces, while Elf emphasized that preparing for disruption is itself the greatest competitive advantage.

Orchard closed with a rallying call: buyers must demand trust, transparency, and innovation, and providers must continue pushing boundaries. “The future is ours to create. Let’s create better together,” he said. In a rapidly evolving landscape, those who combine technology, empathy, and foresight will not just survive — they will thrive.