Over half, precisely 55%, of travel agents in the GCC express concerns that artificial intelligence (AI) might replace their jobs. This is due to a growing trend in the UAE and Gulf region where people increasingly book flights, hotels, and vacations online.
A global study by RateHawk, a B2B platform for hotel and travel bookings, indicates that these concerns are more pronounced among GCC travel agents compared to their global counterparts, where only 44% fear AI might replace them.
In stark contrast, only 20% of travel professionals in North America believe AI could replace them.
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The UAE boasts one of the highest internet penetration rates worldwide, with residents being particularly tech-savvy. Moreover, the country’s high smartphone usage facilitates easy online booking of flights, hotels, and vacations.
With AI’s emergence, many in the UAE and the region are leveraging this technology for travel planning, thus diminishing the traditional role of travel agents.
Tourism is a significant sector in the UAE and the region. The World Travel and Tourism Council reports that the tourism sector added 23,500 jobs last year, increasing total employment to 833,000 by 2024.
The WTTC projects that by 2034, the tourism sector will employ 928,000 people, with one in nine residents engaged in the industry.
Astrid Kastberg, Managing Director of RateHawk, notes the travel industry is undergoing transformative changes.
Research by Kantar reveals that 40% of global travelers have already utilized AI tools for trip planning, and 62% are open to doing so in the future. Although this might be alarming for travel professionals, the advent of generative AI is elevating expectations for personalized experiences.
In fact, reports indicate that over half of younger travelers prefer a travel agent or trusted advisor for planning major trips. For agents, this underscores the growing importance of professional expertise and human interaction as demand for bespoke services rises.
Kastberg further noted that it’s promising that one in three surveyed travel professionals are eager to integrate more AI tools into their work. “We believe as long as agents continue to evolve and innovate, their expertise will remain invaluable,” she stated.
