Traveller apps become smart travel companions

I N THE hyper-connected, always-on market, traveller apps have transitioned from a luxury to an everyday expectation. Nowadays, travel agencies are investing in proprietary traveller apps with more functionality. Beyond storing itineraries and travel documents, many of these apps now incorporate AI, real-time travel updates and direct communication with clients. Travel News spoke to industry players to find out how their apps are changing the way agencies support travellers. Digital companion Launched in 2017, Travel Counsellors’ myTC app brings together the most important elements of a traveller’s journey in one place, while helping agents stay connected with clients. “From receiving quotes and making payments to accessing itineraries, travel documents and real- time travel alerts, the app keeps travellers informed, organised and connected to their dedicated Travel Counsellor throughout their journey,” said Marc de Jager, Business Development Manager at Travel Counsellors. The app sends real-time notifications for flight delays, schedule changes and boarding gate updates, while allowing travellers to manage their personal details and travel preferences. While AI currently only supports Travel Counsellors’ advisers through its proprietary TC Co-Pilot assistant, De Jager said the company planned to expand its use to myTC. Future updates will focus on personalised recommendations, travel inspiration and trip- planning tools. Business and leisure XLGO is XL Travel’s traveller app designed for both business and leisure travellers. It combines itinerary management with corporate travel tools such as duty-of-care features, travel policy management and expense tracking. “XLGO covers the full trip lifecycle,” said Franz von Wielligh, Head of Innovation and Member Support at XL Travel. Travellers can access flight information, online check-in, airport maps, accommodation details and real-time alerts for delays, cancellations and gate changes. “It is not an ‘AI app’ outright, but several features are intelligence- driven rather than static,” said Von Wielligh. He pointed to Trip Genius, which generates suggested itineraries based on traveller preferences, available activities, their popularity and location. The app can also predict flight delays, import booking confirmations automatically and send personalised notifications based on a traveller’s location, itinerary or travel stage. For agencies and corporate clients, XLGO consolidates GDS and off-GDS bookings into a single itinerary, regardless of booking source, while also supporting trip approvals, expense tracking, travel policy compliance and visa requirements. Duty-of- care features include GPS traveller tracking and real- time risk alerts. “It works offline, supports 10 languages, and can be white- labelled with each client’s or member agency’s branding,” said Von Wielligh. He said the white-labelled branding helped agencies maintain an ongoing presence with travellers, as clients continue to see the agency’s branding whenever they use the app. Agencies can also communicate directly with travellers through personalised push notifications. Von Wielligh said XL Travel recently integrated the SARS Traveller Declaration link into the app, allowing agencies to remind travellers to complete the form before departure. AI-powered FCM has embedded its AI assistant, Sam, throughout its travel platform rather than offering it as a standalone chatbot. “Sam is the intelligence layer running through everything FCM does,” said Mummy Mafojane, GM at FCM South Africa. “Sam knows each company’s travel policy, traveller profiles and past trips, which means a traveller not entitled to business class will simply never see a premium fare recommended.” Through the FCM mobile app, travellers can book and manage trips, change flights, request upgrades, extend hotel stays, and access travel policy and visa information. “If human expertise or after-hours travel support is needed, the traveller can connect with an FCM expert through the app, with full context intact,” she said, allowing travellers to continue their conversation without having to repeat themselves. Mafojane said information from each trip was fed back into the traveller’s profile, helping to inform future booking decisions. Travel managers can also generate custom reports on spending, policy compliance and carbon emissions, while real-time risk intelligence helps organisations respond quickly to incidents affecting travellers.