Expedia CEO’s defence against AI: ‘People are happiest when they’re planning the trip’

Ariane Gorin, CEO of Expedia, is advocating for a balanced approach to artificial intelligence in travel booking, emphasizing that personal touch and human interaction remain crucial in making travelers happy. As she steers the company through the AI revolution, she acknowledges the competitive pressure from tech start-ups but insists that people still find joy in the meticulous planning of their trips. This stance highlights the ongoing debate about the role of technology in customer service and the potential for human elements to coexist with AI advancements.