AI and Accessibility: Making Travel Inclusive for All

AI and Accessibility: Making Travel Inclusive for All

Travel should be for everyone—but mobility, sensory, or cognitive challenges too often pose barriers. Artificial Intelligence is now playing a transformative role in enhancing accessibility across the travel, tourism, and hospitality industry. From smart pricing policies to personalised assistance, AI enables a truly inclusive future.

TL;DR

• Smarter upgrades: Marriott uses AI-powered room upgrades for loyalty members, streamlining access and fairness (Washington Post).
• AI travel agents: HotelPlanner’s AI agents handle 40,000 inquiries in launch month, supporting 15 languages and increasing bookings (£150,000 in revenue) (The Times).
• Multilingual planning: MakeMyTrip’s AI assistant now supports planning in English and Hindi, improving accessibility for Indian travellers (Times of India).
• Agentic platforms: AI Decisioning enables hyper-personalisation—delivering accessible content and support scaled across channels (Hightouch).
• Connected trips: Booking.com’s evolving generative AI capabilities aim to build holistic, personalised journeys—where every traveller’s needs are considered from arrival to departure (Time).

1 Why AI Must Prioritise Accessibility

Accessibility should be an industry standard—not an afterthought. AI, with its capacity for adaptive, context-aware assistance, has a unique role in making every stage of travel—from planning to stay—cohesive and user friendly.

2 Case Study: AI-Powered Room Upgrades

Marriott has implemented AI systems for handling loyal customer upgrades, automating decisions to ensure fairness and clarity. This reduces human bias, speeds the process, and improves both transparency and guest satisfaction (Washington Post).

3 Case Study: AI Multilingual Agents in Action

HotelPlanner introduced AI-based travel agents capable of two-way conversations in 15 languages, handling 40,000 inquiries in their debut month—generating £150,000 in bookings. This inclusivity benefits travellers who may struggle with standard booking flows (The Times).

4 Case Study: Multilingual Trip Assistant in India

MakeMyTrip’s new AI trip planner supports both English and Hindi, enabling seamless travel planning and support for a diverse user base—shortening friction and widening access (Times of India).

5 AI Decisioning for Inclusive Experiences

AI Decisioning frameworks are empowering brands to deliver contextual, accessible messaging and service. This real-time, personalised engagement ensures no guest—regardless of language or ability—is left behind (Hightouch).

6 Case Study: Connected Trips with Generative AI

Booking Holdings aims to build a fully AI-powered, "connected trip" experience—pulling together flights, stays, activities, and services into a seamless journey. This can transform accessibility support by embedding inclusive design into every touchpoint (Time).

7 Operational Benefits of Inclusive AI

• Scalable support: AI agents provide 24/7 multilingual response—no fatigue, consistent quality.
• Equitable service: Algorithmic fairness ensures transparent and fair treatment for all guests.
• Efficiency gains: Staff can focus on high-value assistance rather than repetitive tasks.

8 FAQ

• Can AI improve accessibility? Yes—through consistent, intuitive, inclusive assistance at every touchpoint.
• Is AI empathetic? AI augments empathy by enabling faster, language-sensitive response, though empathy remains human-led.
• Does AI respect privacy? Absolutely—design should comply with GDPR and prioritise inclusive design consent.
• Can small operators benefit? Yes—SaaS tools like AI agents are accessible and scalable for all sizes.
• Where to begin? Start with multilingual support or upgrade systems to reduce bias in service allocation.
• Is AI trusted by consumers? Trust grows when systems are transparent and deliver demonstrable inclusive value (Washington Post).
• Will guests notice the tech? Not always—the goal is ease and dignity, not visibility.
• Can AI adapt real-time? Yes—agents and personalization layers can react instantly to guest inputs.
• How to measure success? Track response times, guest satisfaction scores across segments, and language access uptake.
• What’s next? Real-time navigation support, adaptive UI based on guest needs, and smart assistance across in-destination experiences.

9 Mini‑Glossary

• AI Decisioning: Real-time, personalised decision-making by AI systems.
• Connected Trip: A unified travel experience across booking and journey phases.
• Generative AI: AI capable of producing text or content tailored to context.
• Equitable AI: Inclusion-focused AI designed to be fair and unbiased.
• SaaS tools: Cloud-based platforms accessible to operators of all sizes.
• AI Agent: A conversational interface or digital assistant.
• Multilingual Support: Access in multiple languages to support inclusivity.
• Accessibility: Designing products and services usable by everyone.
• GDPR Compliance: Meeting European data protection standards.
• AI Enhancement: Using AI to augment human-led experiences.
• Operational Bias: Unfair or unequal treatment during automated decisions.
• Travel Inclusion: Ensuring access and fairness for all travellers.

Conclusion

AI offers travel a powerful tool to drive accessibility forward—making experiences seamless, equitable, and intuitive for all travellers. Leveraging AI agents, inclusivity in pricing, and personalized support can transform how the journey begins and ends—bringing the joy of travel to every guest.