AI is reshaping travel loyalty by making It personal, not transactional

September 03, 2025

I was stuck at SFO with cranky kids, our flight delayed by six hours due to storms, when my phone chimed with a notification. It was from our hotel’s app: “We noticed your flight delay, Ludo. We’ve extended your check-in until midnight, and stocked your room with those Kinder chocolates your children love. A late dinner menu is ready for room service whenever you arrive.” I hadn’t alerted them or mentioned my children’s preferences; their AI had monitored my flight status, referenced my family profile, and orchestrated exactly what would ease our stress. That moment—when my travel nightmare suddenly felt manageable—transformed me from a points-collector to a genuine brand advocate.

Continue reading with Advertising Week.