Internova explores ways to use AI in Barrhead Travel Group

Internova Travel Group, the US parent of Barrhead Travel Group, is looking at ways to use AI within the Scotland-based agency following success with another inhouse brand.

 

Jacqueline Dobson, president of The Vacation Group – which includes B2C leisure businesses in the US as well as Barrhead – outlined the plans at the Barrhead conference in Dubrovnik.

 

“A major project for Internova is researching and implementing innovative AI solutions across the business units,” she told delegates.

 

“Earlier this year, an in-house solution for Global Travel Collection was launched with the intention of redefining how travel advisors plan complex and bespoke itineraries.

 

“The AI-powered platform, named Atlas, was developed in partnership with Microsoft and is expected to reclaim more than 1.5 million hours across Global Travel Collection’s network of 1,500 travel advisors.

 

“This sophisticated solution is already having a tangible impact on efficiencies, and we are currently reviewing options for the technology to be adapted and utilised across The Vacation Group’s network – including the Barrhead Travel Group.

 

“AI will never replace the travel advisor – rather, it will work as their support system and elevate the tools that our agents have at their disposal to provide exceptional experiences for clients.

 

“Watch this space over the next year – it’s going to be incredibly exciting.”

 

Earlier this month, Nicki Tempest-Mitchell, Barrhead Travel managing director, told the conference of the Association of Touring and Adventure Suppliers (Atas) that the agency group has made AI developments over the last 12 months, with more in the pipeline, to help free up staff for less mundane tasks.

 

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Barrhead Travel’s Jacqueline Dobson promoted at Internova Travel Group

 

Outlining the history of Barrhead – founded by Bill Munro 50 years ago and taken over by Internova in 2018 – Dobson noted how his customer-first approach “became the foundation of our DNA”.

 

“Barrhead Travel’s success over the last 50 years has been built by our amazing people,” she emphasised.

 

“We are a people-first organisation – and we are a stronger business because we listen, and act on feedback.”

 

Dobson also shared her experiences of overseeing both UK and US business over the past year, commenting: “One of the most heartening recurrences across all business units is the global desire to seek out reputable travel advisors.

 

“Although the market in the US looks very different – with far fewer high street agencies and more remote advisor services – the demand for a real person with expert knowledge is just as relevant, no matter which side of the Atlantic you’re on.”

She also highlighted how demand for travel is equally buoyant, with most people having “a taste for adventure and are travelling more frequently to further-flung destinations”.

 

“Cruise and touring are performing well across all regions – again, fuelled by the desire to see more of the world,” she said.

 

She explained how the Brits’ appetite for travel to the Middle East hasn’t softened – while in the US, it wasn’t a major destination for leisure travellers.

 

And, despite reports about barriers to entry and sentiment for leisure travel to the US declining, she noted incremental increases in demand for holidays to old favourites such as Orlando and New York as well as new demand for exploring beyond the gateways.

 

Dobson also reiterated her calls for investment in UK high streets and apprenticeships, telling delegates that she has continued to lobby on these issues, including meeting the First Minister of Scotland earlier this month to share her concerns.

 

Meanwhile, she is “starting to see traction” on some key lobbying points with the UK government.