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IATA announces events slate for 2026
The International Air Transport Association (IATA) announced its roster of events for 2026 on Monday, 8th December. Events on the upcoming slate are all set to draw together industry and government leaders to focus on the air transport industry’s most pressing challenges. IATA senior vice-president for products and services Frederic Leger said of the schedule: “Uniquely, IATA, through our global events, assembles the most influential voices across the industry to tackle air transport’s biggest challenges and opportunities. Whether taking the next step in digitalizing cargo operations, developing a common approach to adopting more economical payment solutions, or addressing the need to unlock Sustainable Aviation Fuel (SAF) production, our events ensure that the right decision-makers are in the room to drive action.” Throughout this year, IATA events attracted more than 11,000 industry and government delegates across 16 events. Come 2026, the Association will further expand its schedule of events to 18, introducing two new events in 2026. Coming up in 2026 IATA World Maintenance & Engineering Symposium (23-25 June, Madrid, Spain) Supply chain challenges in the aerospace industry are delaying production of new aircraft and parts, a slowdown expected to cost the industry USD 11 billion in 2025. This event will spotlight these issues and potential solutions. Wings of Change Middle East & North Africa (8-9 September, Manama, Bahrain) The region remains one of the fastest-growing markets globally. With rapid growth, evolving passenger expectations, and increasing pressure to decarbonize, this event will bring airline and government leaders together from across the region. Global symposia in 2026 World Cargo Symposium (10-12 March, Lima, Peru): This is one of IATA’s largest conferences, with more than 1,900 attendees. The symposium will focus on digitalization, sustainability, and safety/security as key issues for the global air cargo industry as it adapts to unfolding geopolitical shifts. World Data Symposium (8-9 April, Singapore): Now in its second year, this event was launched in response to air transport’s growing reliance on data and technology. Emerging technologies such as AI, machine learning, process automation, and robotics in aviation as well as topics related to cybersecurity, policy, and global collaboration will also be on the agenda. World Safety and Operations Conference (6-8 October, Istanbul, Türkiye): Returning to Europe in 2026, the event will focus on further safety improvements amid emerging risks such as the proliferation of lithium batteries carried by travelers and GNSS interference near conflict zones. World Sustainability Symposium (October, Brussels, Belgium): This event will bring together leaders from aviation, energy, finance, and policy to advance the industry’s commitment to achieving net zero CO2 emissions by 2050. Key topics will include financing the energy transition, SAF production, and addressing policy developments. World Passenger Symposium (Q4 2026, TBC): Discussions will center on how digital identity is reshaping airline customer service and business operations. World Financial Symposium (Q4 2026, TBC): Aviation is on the cusp of a major financial transformation with new retail models and disruptive payment technologies. This event offers an opportunity to assess these changes and learn from innovators at the cutting edge.
Future-Ready Travel Agencies: Insights from IBS Software’s APAC Growth
In last decade, the centre of gravity for aviation has clearly moved East. Economies in Asia Pacific have outpaced global GDP and aviation has both enabled that growth and benefited from it. IBS Software has helped airlines like the Emirates, Thai Airways, and China Airlines modernise their technology backbone so they can compete in a much more digital and data-driven marketplace. On the other hand, IBS SaaS platform helps hotel and cruise brands bring their distribution, pricing and operations together so they can grow direct relationships and reduce leakage through fragmented legacy systems. Travel Daily Media connected with Gautam Shekar, Senior Vice President and Head of the Asia Pacific region, IBS Software, to know about growth, tech-trends and more… Travel Daily Media (TDM): Can you share the growth story of IBS Software? Where did you start from and where are you now as a company? What is your impact and growth in Asia? Gautam Shekar (GS): IBS Software was born inside aviation and has grown into a global SaaS partner for the entire travel ecosystem. In a little over twenty-five years, we have evolved from an airline-focused technology player to a cloud-first platform that supports airlines, airports, hotels, cruise lines and tour operators across more than forty countries. Our teams now span seventeen offices and over five thousand people, and they work with some of the world’s most recognisable travel brands.” Asia Pacific has become the engine of global aviation, and our own growth has followed that shift. IATA’s latest figures show that Asia Pacific carriers now account for roughly a third of global passenger traffic and delivered more than five percent year-on-year passenger growth in September 2025, with some of the strongest load factors in the world. Intra-Asia journeys grew close to ten percent, led by markets like China and Japan. That is the backdrop for our expansion and for the long-term partnerships we have built with carriers across India, China, Southeast Asia, North Asia and the Middle East. If you look at the last decade, the centre of gravity for aviation has clearly moved East. Economies in Asia Pacific have outpaced global GDP and aviation has both enabled that growth and benefited from it. We have mirrored that journey by investing in the region and by helping airlines including Emirates, Thai Airways, and China Airlines modernise their technology backbone so they can compete in a much more digital and data-driven marketplace. TDM: What are the main benefits of cutting-edge SaaS technology in the travel industry? How have you helped script the digital revolution of the travel industry in Asia? GS: Many airlines are still constrained by technology that was built for a different world. It is costly to run and painfully slow to change. Modern SaaS platforms give them something very different. They provide flexibility, lower ownership costs and tight integration with a wider ecosystem, so airlines can respond quickly to what travellers want instead of waiting for big, risky upgrades. Today’s traveller shops on platforms like Amazon and books mobility on apps like Uber, then turns to an airline website that still behaves like a static catalogue. That gap is not sustainable. Cloud-native, API-first SaaS gives airlines the tools to behave more like modern retailers, with real-time offers, dynamic pricing and far more relevant ancillaries. At an industry level, this is not just an IT refresh. Studies with IATA and McKinsey suggest that better retailing techniques could unlock tens of billions of dollars in additional value for airlines by 2030. SaaS is the practical way to reach that opportunity because it lets carriers move from rigid legacy stacks to open, intelligent retail platforms without disrupting day-to-day operations. Our role has been to modernise that backbone with modular, cloud-native and AI-first platforms that help airlines improve profitability on one side and deliver more personalised journeys on the other. Those are the two levers that will define the next decade of growth in this region. IATA data shows Asia Pacific leading global traffic growth with strong load factors and rising intra-regional demand. That creates both opportunity and risk. Carriers that embrace digital retailing and modern operations will capture loyalty and yield. Those that stay tied to monolithic systems will find it harder to compete. We are working with airlines across the region to make sure they land on the right side of that divide. TDM: There are many benefits of selling corporate, group or multigenerational travel. How can your technology help turn group Holidays into Airline Retail Opportunities? GS: Group and multigenerational trips have historically been treated as a single file sitting in a PNR (Passenger Name Record). With modern retailing, that same booking becomes a canvas for individual engagement. Airlines can understand who is travelling together, personalise offers for each person in the group and surface relevant ancillaries that suit a family, a sports club or a corporate team. That changes group travel from a volume play into a genuine retail opportunity. When airlines have the right data foundation, AI can help them build tailored bundles around a group journey. The platform can suggest seat layouts, bags, meals, insurance, airport services and ground options that make sense for each traveller, rather than one-size-fits-all packages. That creates more convenience for customers and more diversified revenue for the airline. TDM: How do you help travel facilitators grow their business in an increasingly digital and AI-enabled world? GS: We treat AI as a core design principle, not as a buzzword. It helps our teams write, test and deploy code more efficiently, and it shows up in the products our customers use. For travel facilitators, that means smarter servicing, faster decision-making and far richer personalisation at every customer touchpoint. On the front line, generative AI can transform customer service. It can understand intent, surface the right policy or booking information and resolve common requests without long wait times. In the background, machine learning optimises pricing and bundling, so the right offer reaches the right traveller with less manual intervention. That combination improves the experience and lowers the cost to serve. For intermediaries, the real power of AI is that it keeps learning. Every interaction refines pricing models, merchandising strategies and service flows. Over the next five to ten years, we expect step changes in how travel is sold, from far more predictive shopping right through to proactive disruption management. TDM: What are your offerings for the Airline industry that would help provide a differentiated customer experience? GS: On the commercial side, our retail and reservations platform, iRetail, powers the full journey from shopping through to booking and fulfilment. It lets airlines move away from static fares and fixed ancillaries towards offers that reflect real-time context and the traveller’s profile. Our loyalty platform, iLoyal, then builds on that by recognising each customer as an individual. It lets airlines use data about preferences, behaviour and status to shape every interaction. That might show up as tailored seat options, curated benefits or pricing that reflects a long-term relationship. These touches create stickiness, and stickiness is what ultimately strengthens profitability. The industry conversation is shifting towards offers and orders and away from traditional ticketing concepts. We are deeply involved in that change. By aligning with IATA’s Modern Airline Retailing vision and frameworks like ONE Order, we help airlines streamline delivery whilst keeping the focus squarely on customer centricity. TDM: What do you have for the hospitality sector and cruises to improve their revenue and market share? GS: Hotel groups and cruise lines are facing the same customer expectations as airlines. Guests want simple booking flows, personalised stays and frictionless servicing across channels. Our SaaS platform helps these brands bring their distribution, pricing and operations together so they can grow direct relationships and reduce leakage through fragmented legacy systems. By unifying data across stays, voyages and ancillary services, we help hospitality and cruise operators identify their most valuable guests and design experiences that keep them coming back. That might mean smarter packaging, better loyalty mechanics or more accurate demand forecasting. The outcome is the same. Higher revenue quality and stronger competitive positioning. TDM: What has business been like for you in 2025? What’s new, especially in terms of AI for 2026? GS: From a market perspective, 2025 has been strong. IATA’s latest numbers show global passenger demand up by more than three per cent compared to last year, with Asia Pacific again outpacing the rest of the world in both growth and load factors. That recovery in demand has gone hand in hand with a renewed focus on modernisation, and we have continued to grow with our customers across the region. Looking ahead to 2026, we expect airlines to accelerate their move away from monolithic legacy stacks toward cloud-native, AI-powered retail and operations platforms. The industry is already talking less about simple digital enablement and more about true digital retail. Our roadmap reflects that, with investments in generative AI, decision intelligence and agentic workflows that help airlines act with far more speed and precision. TDM: Where do you all have offices in Asia? Why should youngsters think of joining IBS Software? What proclivity would you look for in new team members? GS: We support customers across all the major aviation markets in the Asia Pacific. Our model is not tied to one or two flagship offices. Instead, we place teams and capabilities where our airline, airport and travel partners need us. As the region continues to grow, you will see our footprint and our collaborations deepen across multiple hubs. For young professionals, IBS Software offers the chance to work at the intersection of two dynamic worlds: advanced technology and fast-growing travel markets. Asia Pacific is forecast to remain the largest aviation region in terms of future aircraft deliveries and traffic growth, and we are one of the companies building the digital infrastructure that will support that future. It is a space with a real runway for learning and impact. The people who thrive at IBS Software tend to share three qualities in spirit, even if they express them in different ways. They are curious about both the industry and the technology that drives it. They care about raising the bar on what they deliver. They value a collaborative culture that connects colleagues across geographies and backgrounds. Those traits matter more to us than any single line on a CV.
Expedia hires Google’s AI powerhouse to reshape travel’s future with bold new vision
Expedia Group has appointed Xavier Amatriain as its first chief artificial intelligence (AI) and data officer, underscoring the company’s push to position itself at the forefront of next-generation travel technology. Amatriain previously served as Google’s VP of AI and compute enablement, bringing deep expertise in machine learning, data infrastructure and agentic systems. In his new role, Amatriain will oversee Expedia’s long-term AI and machine-learning strategy while coordinating with product, B2B, marketing, finance and strategic-partnership divisions across the organisation. Amatriain said the travel sector is entering a pivotal phase shaped by “generative, agentic and truly adaptive technologies” capable of transforming how people plan, book and experience travel. “We’re creating seamless end-to-end travel experiences, and no company is better positioned than Expedia Group to lead this next wave,” he said, adding that the aim is a future in which travel becomes more intelligent, intuitive and deeply personalised. The move comes at a time when AI adoption in the travel industry is accelerating, driven by rising consumer expectations, operational efficiencies and new opportunities in predictive analytics and dynamic content generation. Expedia Group’s appointment reflects a broader trend as travel companies elevate AI expertise into senior leadership roles. In September, Skyscanner promoted chief product officer Piero Sierra to chief AI officer, a move he described as a commitment to “curiosity, learning and making travel more personal, intuitive and inspiring.” As competition intensifies, these leadership changes signal a wider shift: AI is no longer an add-on but a core driver of strategy, product design and traveller engagement.
British Airways Signs Major Deal for Free Starlink Wi-Fi in Every Cabin – Elevating the Passenger Experience
British Airways has announced a groundbreaking partnership with Starlink to provide every customer in every cabin with complimentary, ultra-fast Wi-Fi “that feels like home.” The rollout will begin in 2026, marking a significant leap in onboard connectivity and another flagship investment in the airline’s ambitious £7bn transformation programme. Gate-to-Gate Connectivity: Free Starlink Wi-Fi for Every Passenger Powered by Starlink’s advanced satellite constellation, British Airways’ new inflight Wi-Fi promises lightning-fast speeds, unparalleled reliability, and low-lag performance—even over oceans and remote regions. Whether streaming, working, or connecting across multiple devices, passengers in every cabin—long-haul and short-haul—will enjoy free access from the moment they board until arrival. Sean Doyle, British Airways’ Chairman and CEO, said: “Launching Starlink on both our long-haul and short-haul aircraft is game-changing for us and our customers, elevating their experience on board by offering seamless connectivity from gate-to-gate. This will really differentiate us, especially on short-haul routes.” Latest Milestone in BA’s £7 Billion Transformation Journey The Starlink deal is part of British Airways’ comprehensive transformation journey, which has delivered over 1,000 innovation initiatives since the program launched in 2024, including: A brand-new lounge concept at Miami and Dubai, plus 15 renovated lounges worldwide (Seattle, Singapore, Glasgow, Gatwick, and more) Introduction of new short-haul cabins on 17 A320neo aircraft, showcasing British design and craftsmanship Delivery of 36 new aircraft since 2023, including upcoming Boeing 787-10s in 2026 Record on-time punctuality, driven by leading-edge AI and machine learning Enhanced digital solutions for disruption recovery, with instant refreshment and hotel vouchers at Heathrow Coming Soon: BA’s New First Suite and Tech Upgrades Looking to 2026, customers can anticipate the launch of a brand-new First suite with spacious design, 32-inch 4K screens, adjustable lighting, and more. A new BA app is also on the horizon, alongside ongoing improvements in customer service, communication, and operational efficiency. What Starlink Means for Air Travellers Starlink’s unique satellites orbit closer to Earth, delivering consistent, high-speed inflight internet across British Airways’ entire mainline and Euroflyer fleets. For travellers, this means easy access to entertainment, work tools, and social connectivity—making long flights more productive and short-haul travel more enjoyable. Book with British Airways, Stay Connected British Airways’ investment in free Wi-Fi, premium lounges, new aircraft, and digital innovation sets a new standard for flying. Learn more and book your next flight at British Airways. Continue Readin
Protect Group lauded at TDM Travel Trade Excellence Awards 2025 – Asia with 2 accolades
The company earned recognition for its exemplary initiatives in transforming travel protection and ancillary revenue with AI innovation. Protect Group was honoured at the TDM Travel Trade Excellence Awards 2025 - Asia, securing wins in the Emerging Technology Initiative of the Year - Australia and AI Initiative of the Year - Australia categories with its Pulse Technology. Protect Group’s Pulse Technology uses artificial intelligence, automation, and customer-centric design to help travel providers unlock new revenue streams and improve customer experience. It integrates refundable ticket upgrades and smart ancillary products such as Refund Protect, eSIM Solutions, Carbon Offsetting, Lounge Access, Flight Delay Compensation, and Delayed Baggage Compensation directly into booking flows. Pulse Technology sets itself apart from traditional insurance-based travel protection models with its flexible and technology-driven alternative that prioritises transparency and traveller confidence. It uses an advanced AI engine that personalises ancillary offerings in real time by analysing traveller behaviour, booking data, and external factors like seasonality or flight disruptions. Pulse recommends the right products at the right time and price, which leads to higher engagement and greater conversions for travel providers. One of its most innovative features is Refund Protect, which allows travellers to upgrade to fully refundable tickets instead of purchasing traditional insurance. Additionally, the platform employs automated claims verification using machine learning, speeding up refunds by up to 80%. Moreover, Pulse Technology’s modular integration makes it easy for travel providers to adopt, as it uses a single API for partners to instantly access a full suite of ancillary solutions. This plug-and-play model empowers airlines, OTAs, hospitality platforms, event ticketing companies, and payment service providers to enhance their offerings. This approach has driven higher ancillary adoption rates, increased partner revenue, faster, smarter refunds, and greater sustainability engagement. With Pulse Technology, Protect Group puts travellers first and technology at the centre to create the future of travel protection. TDM Travel Trade Excellence Awards - Asia is a premier awards programme presented by Travel Daily Media. It seeks to honour the pinnacle of excellence in Asia's travel industry, covering the best hotels, airports, cruise lines, tour operators, travel agencies, booking platforms, and travel technology. The TDM Travel Trade Excellence Awards 2025 - Asia is presented by Travel Daily Media Magazine. To view the full list of winners, click here. For more information on the awards programme, you may contact Danica Avila at (+65) 3158 1386 or danica@traveldailymedia.com.
WebBeds inks strategic partnership with Fornova
WebBeds has entered a strategic partnership with Fornova in order to implement their cutting-edge Distribution Intelligence platform. This collaboration marks a significant milestone in WebBeds’ commitment to redefining distribution control and reinforcing its position as a leader in travel distribution. WebBeds senior vice-president for global commercial planning Noemi Gómez remarked: “Partnering with Fornova is a transformative step forward in our mission to deliver smarter, more efficient distribution solutions. The combination of Fornova’s Distribution Intelligence platform with WebBeds’ global reach and expertise will allow us to proactively manage parity, improve commercial outcomes, and provide even greater value to our partners. Our vision is to create a seamless, transparent, and high-performing distribution ecosystem — and this partnership is a significant step towards realising that ambition.” Fornova chief executive David Samuel likewise said: “We are delighted to partner with WebBeds, a company that shares our passion for innovation and excellence. Our AI enabled Distribution Intelligence platform is designed to provide the insights and automation required to navigate today’s complex distribution landscape. By combining our patented technology with WebBeds’ global scale and industry expertise, we will enable hoteliers and travel partners to optimise performance, strengthen distribution control, and deliver superior experiences to their customers.” What the partnership entails The integration of Fornova’s technology represents the next step in WebBeds’ long-term strategy to deliver innovation, operational excellence, and enhanced value to its hotel partners. The Distribution Intelligence platform will enable WebBeds to build on its existing internal capabilities and introduce a series of powerful enhancements designed to optimise distribution performance and rate integrity across all channels. Key features of the partnership that will benefit hotel partners include: Strengthened Rate Parity Compliance: Reinforcing WebBeds’ internal parity tools and introducing a standardised playbook with clear steps, responsibilities, approval flows, and escalation paths. Maximised Production with Minimal Rate Disparities: Optimising commercial performance by increasing booking volumes while reducing rate discrepancies. Automated End-to-End Processes: Leveraging AI and machine learning to automate the full lifecycle from detection to resolution within defined tolerance thresholds. Enhanced Internal Control Systems: Expanding WebBeds’ Distribution Control System to enable real-time responsiveness and proactive issue resolution. Redefined Operational Frameworks: Establishing a clear execution model that aligns teams and processes for consistent, measurable outcomes. A Single Source of Truth: Centralising data and insights to ensure transparency, accuracy, and alignment across all distribution activities. Defined Success Through KPIs: Implementing measurable performance indicators to track progress and drive continuous improvement. Strengthened Industry Relationships: Deepening collaboration with hoteliers and supporting customers with enhanced tools to manage and monitor distribution effectively.
ZUZU Hospitality Solutions claims victory at TDM Travel Trade Excellence Awards 2025 – Thailand
New AI Co-pilot is already driving a 30% revenue increase and saving hoteliers 2 hours per day. ZUZU Hospitality Solutions secured the AI Initiative of the Year category at the TDM Travel Trade Excellence Awards 2025 - Thailand, highlighting its efficient effort in empowering independent hotels. The company’s RevMate is an AI-powered revenue co-pilot built to equip independent hotels with smarter pricing, faster decisions, and full transparency. RevMate is unlike the traditional “black box” revenue tools, as it shows the “why” behind every price recommendation. Early users of RevMate have reported a 25 to 30 percent increase in revenue, 40 percent improvement in efficiency, and up to 2 hours saved per day on manual analysis and pricing adjustments. RevMate was born after ZUZU’s revenue management team, which handled pricing for over 3,000 hotels in seven Asian countries, found themselves overwhelmed by data and decision delays. They built this as a tool to solve their own workflow bottlenecks, although it quickly turned into a mission to level the playing field for independent hotels. In terms of advancements, RevMate clearly explains why a rate change is recommended. This way, hoteliers can make fast and informed decisions. RevMate relies on data drawn from ZUZU's 3,000+ hotel partners' booking patterns and market shifts and combines it with external demand indicators such as competitive prices, travel demand data. It leverages AI and Machine Learning techniques to analyse these data points and generate pricing recommendations, explaining the rationale behind the recommendations in simple language. This allows hotels to eliminate the hours of work and delays between data analysis, strategy formulation, and execution in a matter of minutes. This intuitive approach helps independent hotels, even those without data science degrees, drive revenue growth whilst saving time. RevMate is setting a new standard for AI in hospitality as it is built on transparency, speed, and local relevance. It is a smarter way of working to help independent hotels thrive in a competitive digital landscape. The TDM Travel Trade Excellence Awards - Thailand highlights the exemplary hotels, airlines, airports, cruise lines, tour operators and travel agencies, booking platforms, and travel technology, projects, and initiatives that elevate the standards in the travel industry. The TDM Travel Trade Excellence Awards 2025 - Thailand is presented by Travel Daily Media Magazine. To view the full list of winners, click here. For more details, please contact Marni Marco at +65 3158 1386 or marni@traveldailymedia.com.
World Aviation Festival 2025 – Day 2 highlights
Day 2 of the World Aviation Festival 2025 in Lisbon brought together some of the most influential voices in global aviation, with government leaders, airline CEOs, and industry innovators addressing the sector’s defining challenges – resilience in a geopolitical world of uncertainty, the urgent need for decarbonisation, and the transformative potential of technology. Over 4,500 global leaders are attending the festival at the Feira Internacional de Lisboa, with more than 600 speakers and 400 travel tech companies showcasing the latest developments in aviation. Aviation at a crossroads Opening the day, Hugo Espírito Santo, Portugal’s Secretary of State for Infrastructure, called for a shared vision to make aviation more resilient, diverse, and inclusive. He highlighted the Portuguese government’s plans for a new Lisbon airport five times larger than the current hub and confirmed approval of TAP’s partial privatisation. “The new aviation industry is going to be smarter and more inclusive,” he said, underlining the role of technology, AI, and cybersecurity in shaping the sector’s future. Airline leaders on resilience and the decarbonisation challenge Sustainability was a consistent theme in the agenda, with airline leaders warning that the industry’s ability to decarbonise will determine its long-term licence to grow. TAP Air Portugal CEO Luís Rodrigues emphasised that while airlines are committed to sustainability, they cannot achieve net zero alone. they can’t produce SAF, can’t build engines, and can’t replace short haul flights with rail. Airlines are doing everything they can, but progress is not fast enough. IAG CEO Luis Gallego pointed to misaligned incentives in the supply chain: “Airlines want more efficient engines, but manufacturers lack incentives to invest in new designs. Hydrogen aircraft have already been delayed beyond 2035.” IATA Director General Willie Walsh underlined the financial burden, warning that airlines face €5 billion in additional costs to meet sustainability targets, with fuel suppliers charging premiums for SAF at airports where they hold monopolies. Meanwhile, Eddie Wilson, Ryanair, said that the airline’s latest aircraft consume 16% less fuel and generate significantly less noise, but stressed that the industry is being held back by the lack of affordable SAF. “Energy companies are not producing enough SAF. We will use it when the price falls, but right now supply is too limited and too expensive,” he said. Technology and digital retailing Innovation was in the spotlight as IBM and event headline sponsors FLYR presented their collaboration with Riyadh Air, building an Offer & Order native airline in under two years. The project demonstrates how modular, IATA aligned technology can transform airline retailing, enabling carriers to sell flights alongside ancillary products in the modern, e commerce style that consumers expect and demand. Wilson also shared how Ryanair is embracing AI and machine learning to boost customer experience and loyalty. From predictive crew management to a new digital boarding pass launching in November, he highlighted how technology is helping Ryanair move 600,000 passengers more efficiently while improving disruption management. He stressed that “fusion between human and AI is the key,” noting that AI is not replacing jobs but enhancing operations. Strategy, competition and innovation In a CEO panel, the top leaders from Ryanair, SunExpress, Swissport, Microsoft and PROS explored how technology, competition and customer expectations are reshaping aviation. Swissport’s Warwick Brady described how the company is digitising ground services, investing in autonomous vehicles and AI to improve efficiency across 4 million annual turnarounds, while expanding its global lounge network. Max Kownatzki, CEO of SunExpress, stressed the importance of balancing automation with the human factor during disruption, while highlighting new ancillary products – such as Covid insurance – that proved popular with customers. Meanwhile, Microsoft’s Julie Shainock and PROS’ Surain Adyanthaya pointed to the rise of AI driven revenue management, dynamic pricing and real time personalisation, while warning that transparency in offers is essential to maintain trust. Ryanair’s Wilson noted the challenges of implementing personalisation at scale, while also highlighting the growing cybersecurity risks airlines face. Redefining airline commercial strategy In a fireside chat, easyJet’s CCO Sophie Dekkers reflected on how Covid accelerated change in the industry, with inflation, fuel prices and airport costs now creating new pressures. She noted that 22 million ATC delays were recorded in Europe last year, compounded by reduced airspace due to the war in Ukraine and aircraft delivery delays. Dekkers explained how embedding data scientists into easyJet’s revenue management team has transformed decision making, allowing the airline to respond in real time to unpredictable customer behaviour. “Automation allows the team to focus on exceptions, while data science ensures we can identify problems as they happen,” she said. Meeting traveller expectations and workforce challenges Speakers also explored shifting traveller demographics and expectations. Gallego highlighted the importance of tailoring offers to different customer profiles across IAG’s portfolio, while Rodrigues pointed to the operational challenges of serving an ageing traveller base. IAG’s Walsh noted that premium leisure travel has rebounded faster than other segments, underscoring the need for airlines to adapt to evolving demand patterns. Attracting and retaining talent also emerged as a critical challenge. Gallego described IAG’s group wide career development programmes, while Rodrigues stressed the resilience of aviation workers and the need to bring in fresh perspectives from outside the industry. All agreed that diversity and next generation skills will be essential to aviation’s reinvention.
Coming Soon: South Africa’s AI Visa Could Redefine Border Travel. What It Means for Global Visitors
South Africa has unveiled its vision for a smarter, faster, and more secure border experience. On 18 September 2025, Minister of Home Affairs Dr. Leon Schreiber previewed the country’s upcoming Artificial Intelligence-powered Electronic Travel Authorisation (ETA) system during the Tourism Business Council of South Africa’s Leadership Conference signalling a major step in the digital transformation of travel to the country. The ETA is not yet live, but a pilot phase is expected to begin later this month, initially for tourist visas of up to 90 days. The system will first be implemented at OR Tambo International Airport (Johannesburg) and Cape Town International Airport, before being gradually expanded to additional ports of entry and visa categories. At its core, the ETA is designed to digitise and automate visa processing, using machine learning to screen applicants more efficiently and securely. By moving away from paper-based systems, the platform aims to eliminate delays, reduce fraud and corruption, and strengthen border control through smarter, tech-driven checks. “Over time, the ETA will be expanded to more visa categories and rolled out at more ports of entry. This scale-up will continue until no person can enter South Africa without obtaining a digital visa through the ETA,” Minister Schreiber said. The announcement follows a pledge by President Cyril Ramaphosa in his February State of the Nation Address to digitise immigration services. The ETA builds on those ambitions and complements South Africa’s existing e-Visa portal, which currently serves travellers from over 30 countries. However, it is still unclear whether the new AI-based platform will replace the e-Visa system or operate alongside it. While the announcement marks an internal milestone, it also sends a strong message externally: South Africa is serious about making travel easier, faster, and more appealing — not just for leisure visitors, but for business travellers, investors, and diaspora communities alike. The implications go beyond national borders. Africa remains one of the world’s least open regions for intra-continental travel, with visa restrictions often cited as a major hurdle to economic integration. Experts suggest that systems like ETA — if scaled across countries and aligned regionally — could help unlock the full potential of the African Continental Free Trade Area (AfCFTA) and boost tourism, trade, and labour mobility within the continent. For now, all eyes are on the rollout. As South Africa edges closer to implementing one of the continent’s first AI-powered visa systems, the move could serve as a blueprint for future-ready travel policy — where efficiency, security, and openness go hand in hand.
Transformative Power of AI is key to Turning first-time bookers into brand believers: Graham
Travel Daily Media (TDM): How is Cendyn leveraging AI to personalise the guest experience and enhance loyalty programs? Kindly share some specific examples or success metrics. Nicki Graham (NG): This year, we recognised the opportunity to leverage AI within loyalty programs to better understand guest engagement and enhance the overall guest experience. As a result, we integrated our CRM with Loyalty Juggernaut’s (LJI’s) GRAVTY® technology. This integration enables hospitality brands to develop impactful, real-time, and personalised guest engagement programs across both their digital and physical platforms. The AI component of this technology allows hotels to gain insights into how guests interact with their brand. Instead of relying on generic offers and programs, hotels can create tailored loyalty benefits. We believe that this approach is crucial for converting first-time bookers into loyal brand advocates. Ultimately, we are incorporating AI to provide hoteliers with the tools necessary to build deeper relationships with their guests. This effort drives repeat stays and enhances overall guest satisfaction through customised loyalty strategies. TDM: Why do you believe loyalty is the most sustainable way for hotels to grow revenue in today’s market? NG: Focusing on loyalty is a smart strategy and has become a necessity for businesses. It is much more cost-effective to encourage guests to return than to continuously seek out new ones. In a competitive market with limited resources, hotels cannot afford to be stuck in a cycle of attracting new guests just to survive. Returning guests not only provide a sense of security for the business but also tend to spend more. They are likely to book extra nights, upgrade their rooms, and take advantage of additional amenities. What’s exciting is that loyalty programs are no longer just for repeat guests. Hotels are now using these programs to connect with first-time visitors by offering perks and discounted rates for direct bookings. This approach helps bring guests through the door initially while making them feel valued from the start, increasing the likelihood of their return. TDM: What role does predictive analytics play in identifying high-value guests and driving repeat business? NG: Predictive analytics acts like a crystal ball for understanding guest behaviour. By analysing patterns such as how frequently a guest books a stay, their spending habits on the property, and their tendency to upgrade their rooms, hotels can identify their most valuable guests. For instance, if a guest consistently books a suite, dines in the restaurant, and stays for long weekends, predictive models can highlight this behaviour. Hotels can then create targeted offers, like an extended stay deal or a personalised spa package for their next visit. These timely and relevant touchpoints help drive upsell opportunities and encourage repeat visits from these valuable guests. For hotels looking to work smarter, identifying the guests most worth targeting to achieve their goals offers significant benefits. TDM: How do Cendyn’s AI and data tools integrate with existing hotel CRM and PMS systems? NG: Technology should work together seamlessly to reduce stress. Many hotels experience frustration with clunky technology that fails to integrate properly, but it doesn't have to be that way. At Cendyn, one of our main priorities is ensuring that technology works together effortlessly. Our AI and data tools are fully integrated into the Cendyn CRM, which connects easily with existing PMS systems through open APIs. The greatest challenge for hotels is accessing the right data. We are continually refining how we centralise data across the business, ensuring it flows smoothly between systems. This simplification streamlines processes by maintaining a unified guest database, allowing hotels to clean and merge data effectively. As a result, they can make informed decisions with confidence. It's straightforward and intelligent, keeping everything in sync. TDM: In what ways has loyalty marketing evolved post-pandemic, and how has Cendyn adapted to that shift? NG: We all know about the surge in 'revenge travel' following the pandemic. Hotels experienced a significant increase in occupancy and revenue, with direct bookings reaching an all-time high. Those hotels that gathered guest data during this period now hold a valuable advantage. At Cendyn, we have focused on maximising this opportunity for hotels. Our loyalty and CRM tools transform guest data into actionable insights. With features like automated journeys and scalable personalisation, hotels can maintain meaningful connections with their guests. In today's landscape, effective loyalty marketing relies on data to enhance personalisation and strengthen guest relationships. Even for hotels that haven't accumulated substantial data thus far, technology is now available that allows them to make significant progress quickly, provided they have a solid tech stack in place. TDM: What role does omnichannel engagement play in retaining hotel guests today? NG: Guests expect communication on their preferred terms, whether that’s through email, text, social media, or in-app messaging. Hotels need to be prepared to engage across all these channels. When hotels consistently communicate through a guest's preferred channels, it not only enhances guest satisfaction but also allows hotels to learn more about their guests at every stage of their journey. From the moment a guest begins planning their stay to well after their visit, coordinated and timely messaging helps hotels remain relevant. By being present in a guest’s preferred communication methods, hotels build trust and foster long-term loyalty. TDM: Where do you see AI-driven loyalty heading in the next 3–5 years in hospitality? NG: AI is just beginning to make an impact. In the coming years, we will see loyalty programs become more intelligent by utilising predictive analytics to deliver personalised offers in real time and at scale. We can also expect a deeper integration of sentiment analysis, which helps teams better understand guest satisfaction through reviews, surveys, and other real-time feedback. Additionally, automated customer service powered by AI will enable hotels to respond more quickly and consistently across various channels, allowing staff to focus on high-touch interactions. All of these advancements will work together to create highly relevant experiences that encourage guests to return. TDM: Are there any new technologies or innovations Cendyn is exploring to further revolutionise guest engagement? NG: We are investing in advanced data analytics to gain deeper insights into our guests beyond just the basics. This includes behaviour mapping, preference modelling, and predictive triggers that enable us to deliver the right message at the perfect moment. A persistent challenge for hotels is siloed operations, which also stems from data being stored in silos. We are actively developing our analytics solution that harnesses the power of business intelligence (BI) tools and AI. By incorporating data science, artificial intelligence, and machine learning, we are creating a unified system that offers prescriptive insights. This system not only presents the data but also identifies the factors influencing the success of campaigns and provides insights into the target audience. Our ongoing emphasis on product and platform integration is essential for transforming guest engagement. Our goal is to provide a single, cohesive solution set that empowers hotels to streamline their operations while enhancing the personalised experience for every guest. TDM: With rising competition from OTAs and vacation rentals, how can hotels use Cendyn tools to strengthen direct relationships? NG: Online Travel Agencies (OTAs) are effective at increasing visibility, and vacation rentals provide a “home away from home” experience. However, neither offers the personalised touch that fosters long-term loyalty, which hotels can deliver, especially when equipped with the right tools. What is particularly powerful is that this personalised experience feels genuine. Whether it's a welcome email tailored to past stays or a loyalty perk reflecting individual guest preferences, everything is made possible through smart segmentation and automation. When hotels engage with guests in this manner—being relevant, thoughtful, and consistent—they cultivate something that OTAs cannot replicate: trust and a strong brand connection. This, in turn, drives revenue growth. Cendyn’s CRM and loyalty solutions enable hotels to truly understand their guests by revealing what they like, how they book, and what motivates them to return. It's all about the Find, Book, and Grow strategy that every hospitality business requires. As a result, hotels can communicate with and resonate personally with hundreds or even thousands of guests simultaneously.
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