Ankush Nijhawan, Co-founder of TBO.COM, has underlined that Artificial Intelligence will not replace travel agents but will instead act as a powerful enabler for the industry.
Positioning AI as a “teammate” rather than a disruptor, Nijhawan said the technology is helping travel businesses improve efficiency, scale faster, and reduce operational costs, while the core of the industry—human relationships and distribution networks—remains intact.
“AI will help you grow faster and be more efficient, but it cannot replace the distribution and relationships we’ve built over decades,” he said.
He highlighted that in markets like India, trust continues to play a decisive role, particularly in tier-2 and tier-3 cities where customers prioritise reliability over technology-driven interfaces.
While AI is already driving backend efficiencies through chatbots, intelligent supply mapping, and data-led decision-making, Nijhawan pointed out that complex itineraries, visa processes, and high-value travel still require human expertise.
He added that nearly 70% of routine travel queries can be automated, but frontline sales, negotiations, and
experiential travel will remain firmly human-led.
“AI cannot replace the demand and distribution we control, nor the brand loyalty built over decades,” he emphasised.
Nijhawan’s remarks reinforce a broader industry shift towards a hybrid model, where AI enhances operational efficiency while the human layer continues to drive trust, personalisation, and high-value decision-making.
