Innovation

📱United Airlines launched a new app amid skepticism as 85% of users access it only on flight days. By 2026, Ramp Economic Lab forecasts AI will automate significant customer service roles, particularly in hospitality. Sweetgreen's co-founder Nathaniel Ru departed after 19 years, following a $1 billion failed robot kitchen venture and brand issues in 2025. The future lies in evolving jobs to manage AI systems, reminiscent of how travel agents adapted in the internet era.

🗺 Travelers today face decision fatigue, with 68% using up to 10 websites to plan a trip. AI is revolutionizing travel by personalizing itineraries instantly, as shown by 97% wanting a travel superapp. AI-driven platforms like Booking.com are using AI to simplify bookings, while 66% of travelers find current tools unsatisfactory. AI also addresses labor shortages, with 30% of traditional customer service jobs disappearing, and optimizes revenues, boosting Hilton's by 5-8% through dynamic pricing.

📅 Microsoft is hiring storytellers at $300k, reflecting the narrative's rise in tech. On December 2025, Airbnb's 2026 predictions highlight trends like Gen Z's 1-2 day trips and nature interest. Bill Gurley notes AI's dominance in VC funding. Frontier's "cold" email misfire contrasts with United's personalized post-birthday gesture. Travelers are 20% more likely to shop for cars, according to Rory Sutherland. Ryanair's failed subscription model exemplifies execution flaws in loyalty building.

🚀 Travel industry faces disruption as AI rewires economic value. By 2030, AI will commoditize knowledge, create service abundance, and shift focus from luxury to necessity. Simon Taylor describes three phases: today's AI improves commerce, by 2027 winners commoditize services, and by 2030, AI optimizes human outcomes. Travel can lead by shifting to necessity-based offerings, selling health benefits and self-realization. Future success demands radical customer centricity, emphasizing outcomes over marketing.

💻 Josiah Mackenzie and Danica Smith, founder of MorningStar GX, explore AI's role in "vibe coding" for hoteliers. Danica shares her journey in software development and highlights AI's potential to break technical barriers in hospitality. This episode provides practical insights for hospitality professionals interested in AI.

💻 Josiah Mackenzie speaks with Mark Fancourt, cofounder of TRAVHOTECH. They explore AI's impact on hospitality, including workforce changes, robotics, consumer demand, and sustainability. Mark's insights come from decades in global hospitality and tech. ????️

💻 Stayntouch, based in Bethesda, Maryland, has upgraded its platform to improve hotel performance by 30-35% and cut resolution times by 50%. The Gen-2 platform, enhanced with AI tools and AWS EKS clusters, boosts system reliability and reporting accuracy across hotel operations. Security measures include PCI Level 1 certification. CTO Prabol Bhandari emphasizes the platform's role in enhancing operational efficiency and guest response.

📌 First Hospitality aims to navigate 2026's economic challenges with technology and AI integration. In 2025, they recorded 150 promotions and reduced key leadership role fill times to under 30 days, maintaining a 4.3/5 Glassdoor rating. Their sales teams increased occupancy by 3% and RevPAR index by 1.3%, outperforming the national average. They anticipate modest RevPAR growth in 2026, leveraging AI, local insights, and strategic segmentation to drive rate strength amidst changing traveler behavior.

💻 Office Manager AI Toolkit from Pertlink targets practical AI use for office managers, enhancing leadership while maintaining human decision-making. Key tools: ChatGPT, Copilot, Gemini. Ethical guidelines ensure transparency and data protection. Objective: shift office managers from reactive to proactive leadership. Pertlink, established October 23, 2000, specializes in hospitality IT consulting, based in Hong Kong, recognized globally for expertise in hotel technology. Download the toolkit [here](https://drive.google.com/file/d/1-SVvbFqaVxaZmtmzY9HV-rIWsFkEA4v5/view?usp=sharing).

📈 Iberostar, recognized by TIME as one of 2025's top 100 influential companies, focuses on sustainability and systemic change. Since Gloria Fluxà's 2017 "Wave of Change," Iberostar's circular economy initiatives in Quintana Roo and Tunisia have reduced landfill waste by 70% and improved local partnerships. In Spain and Brazil, hotels run entirely on renewable energy. In Jamaica, the Grange Pen Marine Sanctuary, spanning 3.3 million square meters, engages local fishers in marine conservation. Iberostar aims for carbon neutrality by 2030.