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AI Revolutionises Travel: Trip.com Leads the Charge

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Thaiger-News-Featired-Image-2025-08-28T130622.png

Picture courtesy of Forbes Thailand Facebook

 

In a rapidly evolving travel sector, embracing artificial intelligence (AI) and responding swiftly to consumer demands are essential for success. According to Edison Chen, Vice-President of the online travel giant Trip.com Group, AI is transforming the industry in unprecedented ways.

 

Speaking at Forbes Thailand: The Next Tycoons 2025, Chen reflected on how far technology has come in just a decade. AI, once a distant concept, now plays a vital role in enhancing efficiency, particularly in customer service and itinerary planning.

 

At Trip.com, AI has improved customer service efficiency by over 12%. The integration of AI tools helps manage straightforward tasks, freeing human agents to focus on more complex issues. This streamlines both the user experience and operational processes.

 

Additionally, AI is central to itinerary planning, empowering travellers—especially younger adventurers—to customise trips to suit their unique interests. Trip.com has launched TripGenie, an innovative AI assistant that aids users in trip planning and booking. By offering AI-generated itinerary suggestions, TripGenie saves travellers time and effort, making for a smoother travel experience.

 

AI also reshapes marketing strategies, ensuring that content reaches the right audiences effectively. Chen highlighted the company’s G2 growth strategy, centred on “globalisation” and “great qualities.” Trip.com’s extensive service range includes hotel bookings, flights, and concert tickets, like those for the highly anticipated BLACKPINK World Tour stop in Bangkok this October.

 

The industry shows a promising outlook, with a noticeable shift towards younger, independent travellers seeking authentic local experiences. Approximately 60% of Trip.com users explore local content and activities before making travel plans. This trend pushes platforms to offer high-quality services that adapt to evolving consumer needs.

 

Trip.com maintains exceptional customer service standards, supported by AI for simple tasks. It employs nearly 16,000 staff globally, with over 100 based in Thailand, to provide personalised service. Calls are answered within 20 seconds, and local expertise is prioritised, with dedicated staff worldwide tuning into regional travellers’ needs to offer bespoke products and foster customer loyalty.

 

Celebrating its 26th anniversary this June, Trip.com Group has grown exponentially since its founding in 1999. It now serves over 400 million active users, supporting 24 languages across 40 countries, with transactions available in 35 currencies, including Thai Baht. The platform facilitates bookings for over 1.7 million accommodations and 640 airlines worldwide.

 

In a nod to sustainable tourism, Trip.com is also paving the way for eco-conscious travel by providing detailed carbon emission data for major transport services.

As AI continues to revolutionise travel, companies like Trip.com are at the forefront, leveraging technology to enhance the travel experience while adapting to the dynamic needs of global consumers.

 

image.png  Adapted by ASEAN Now from The Thaiger 2025-08-28

 

image.png

It's called "ensh!ttification".

 

Also look up "surveillance pricing".

Not mentioned is that this is a company directly influenced by the People's republic of China. Most of its revenue is Chinese market derived and with the exception of some western entities, it is a Chinese operation. Its operations are HQed in Singapore with its company registrations in the Cayman Islands. The Company currently operates under a portfolio of brands, including Ctrip, Qunar, Trip.com and Skyscanner.   The weakness of these online travel agencies is that there is little in the way of service. If you need to speak to someone, good luck.Almost all exchanges are with AI bots. It is no different with some of its competitors.They are good options until something goes wrong. 

1 hour ago, Patong2021 said:

Not mentioned is that this is a company directly influenced by the People's republic of China. Most of its revenue is Chinese market derived and with the exception of some western entities, it is a Chinese operation. Its operations are HQed in Singapore with its company registrations in the Cayman Islands. The Company currently operates under a portfolio of brands, including Ctrip, Qunar, Trip.com and Skyscanner.   The weakness of these online travel agencies is that there is little in the way of service. If you need to speak to someone, good luck.Almost all exchanges are with AI bots. It is no different with some of its competitors.They are good options until something goes wrong. 

 

You say that like it's a bad thing.  I trust those companies more than I trust a lot of western companies right now.  Especially those based in the US.

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