WASHINGTON — At a live recording of the Washington AI Network Podcast, Booking Holdings CEO Glenn Fogel said artificial intelligence is poised to change that — bringing back the kind of personalized service travelers once got from a human agent, now through the devices they use every day.
Recorded at The House at 1229, the conversation was led by BBC News chief anchor Sumi Somaskanda, sitting in for Washington AI Network founder Tammy Haddad, in front of a room filled with leaders across tech, media, and policy.
Fogel, whose company includes Booking.com, Priceline, KAYAK, OpenTable, and Agoda, described a future where generative AI acts as an always-on travel assistant — one that understands preferences, anticipates disruptions, and can make real-time changes across flights, hotels, transportation, and dining.
“This is like a travel agent in my pocket,” Fogel said, pointing to the growing role of AI-powered tools across Booking Holdings’ platforms.
He outlined the company’s vision for a “Connected Trip,” where AI goes beyond booking to actively manage the full travel experience. From reworking itineraries due to weather to fixing missed reservations, the goal is to make travel more seamless from start to finish.
Fogel also highlighted how AI is already improving customer service, from cutting down wait times to helping agents respond faster and more efficiently. “You shouldn’t have to wait at all in the future,” he said.
At the same time, he acknowledged the challenges that come with how quickly AI is advancing, noting the difficulty for policymakers trying to keep pace. “It’s a dawn of a new age, and the problem is nobody has a good sense of what the future’s going to be,” he said.
The discussion also touched on digital taxes, global regulation, competition with major AI platforms, and how geopolitics continues to shape travel patterns worldwide.
SPOTTED: Sam Feist, Sarah Hudgins, Robert Hayes, Heather Kulp, Helen Milby, Meridith McGraw, Niamh King, Michael Petricone, Nicole Mortier, Jayne Sandman, Artur Orkisz, Matt Keller, Ruth Schipper, Angeli Chawla, Andrea Yang, Julian Ramirez, Sutton Tyson, T.W. Arrighi, Lisa Allen, Katy Balls, Christian Peña, Asad Ramzanali, Matt Gorman, Julian Graham and Danny Smith.
The episode is part of the Washington AI Network’s ongoing series exploring how AI is reshaping industries and everyday life. Listen on YouTube, Spotify, Apple Podcasts, or your preferred platform.
You must be logged in to post a comment.