When 26-year-old Khushboo Agarwal first turned to AI chatbots to plan her holidays, it felt like travel planning had entered a new era. A few prompts on ChatGPT or Google Gemini could instantly produce itineraries, hotel recommendations, budgets, and sightseeing plans. But after several trips where polished itineraries failed to match reality, she began looking elsewhere. “They were quick with itineraries, travel time, and budget ideas. But the suggestions often felt generic and vague, especially for lesser-known places,” she says.Agarwal is not alone. While AI has become a popular starting point for planning holidays, many travellers are quietly returning to human travel agents after encountering outdated information, unrealistic schedules, or a lack of support when things go wrong. Saurabh Bhutkar, founder of Bhramanti Holidays, recalls a client whose AI-planned family holiday unravelled after unexpected transport costs, poor hotel service, scams and a medical emergency. “That is when he realised a trip is not just about information—it is about support, coordination and trust,” he says. Even as an Expedia study finds that nearly 40% of travellers are open to using AI to build itineraries, many still hesitate to trust it with the journey itself.The shift back to a human expertTravel professionals say they are increasingly seeing travellers return after AI-generated itineraries fall short in real-world situations, such as changing weather, transport disruptions, or safety concerns. Neha Sahara Rane, a travel planner, says many people who initially relied on AI are now seeking expert guidance. “Every person travels differently—some want comfort, some want adventure, and others need flexibility. That personal understanding still comes from human interaction,” she says.Saurabh Bhutkar, founder of a travel company, says travellers turn to human expertise when reliability matters most. “For family holidays, visa-related travel, or trips that require seamless coordination on the ground, people prefer a human travel planner,” he says.Ravi Gosain, president of IATO, says the trend is particularly evident in premium and international travel. “AI is becoming a starting point for inspiration, but travellers increasingly rely on human experts to personalise those ideas and deliver seamless, dependable travel experiences,” he says.“AI pulls information from what’s available online, but travel is much more dynamic than that… It can miss important things like local conditions, hidden expenses, weather changes, timing issues, or even whether a place is actually worth visiting at that time” – Neha Sahara Rane, travel plannerPerfect plans, poor realityTravellers say AI often falls short when it comes to real-world travel planning. Agarwal recalls receiving itineraries that packed too many activities into a single day without accounting for distances, weather, or local conditions. On one trekking trip, AI described the Lotus Waterfall (Ekole Valley) trail as ‘easy to moderate.’ “In reality, it was much more challenging for a first-time trekker because of the terrain and endurance required,” she says.Another traveller, Palak Gupta, had similar experiences while planning a trip to Sikkim, Gangtok, and Darjeeling. “The information was outdated—it even recommended a garden that had already shut down,” she says, adding that AI also directed her to sponsored travel agencies rather than the most reliable ones.Gosain says travellers often return after discovering AI-generated itineraries include unrealistic travel times or attractions closed during their visit. For many, the return to travel agents is about peace of mind. “I wanted someone who could handle everything so I didn’t have to keep researching,” Gupta says.“Travellers today are willing to pay a little extra if it helps them. They recognise the value of an experienced travel adviser who can step in when AI falls short” – Ravi Gosain, president of IATOAI recommends, humans decide– Around 53% travellers are comfortable letting AI suggest destinations, hotels, or travel options– About 42% would use AI to track prices and identify the best time to book flights or stays.– Nearly 66% said they would not trust AI to buy or book anything on their behalf due to concerns around loss of control over travel decisions (57%), data privacy issues (57%), and fear of misuse of personal data (56%).“This appears to be a long-term hybrid trend rather than a temporary shift. AI is useful in the early stages of planning, but travellers still value human judgement, practical advice and accountability when plans change. The long-term direction is still evolving, but the human role remains essential” – Saurabh Bhutkar, founder of a travel companyThe data gap in AI travel planningAI experts argue that the technology itself is not the limitation. According to AI expert Ankush Sabharwal, “AI as a technology, especially agentic AI, can plan end-to-end travel and even assist with bookings. However, many tools today only support discovery and not complete execution.”He adds, “AI recommendations still depend heavily on backend integration and reliable live data. Until that gap is bridged, travellers will continue to use AI for discovery but rely on experienced travel advisers for support when plans don’t go as expected.”“While AI can recommend options based on past searches and common travel behaviour, it can also deliver highly personalised itineraries using demographic, behavioural, preference and contextual data, provided it is backed by robust technology, seamless inventory integration with travel operators, and a strong understanding of the traveller” – AI expert Ankush Sabharwal, founder & CEO, CoRover.ai
