Expedia Chief Executive Ariane Gorin said during an interview that while artificial intelligence agents have not yet meaningfully altered how customers complete travel bookings, there are early signs indicating the technology could eventually reshape the market.
Gorin noted that AI agents like Meta’s Muse and OpenAI’s Dots are proving useful for inspiration and trip planning purposes. She indicated that Expedia is actively collaborating with various AI agents to ensure the company’s offerings appear in search results and to establish necessary technical integrations.
The CEO acknowledged the possibility that AI agents could develop independent travel programs and capture market share over time. However, she argued that certain industry complexities would be challenging for artificial intelligence to fully address. She emphasized that customer service elements—including handling errors, answering calls, and providing support—remain areas where human involvement is critical.
Gorin stated that while AI agents could streamline the comparison-shopping process across multiple platforms, booking involves assurance requirements that still depend on human expertise. She pointed to customer trust in Expedia’s ability to verify content accuracy, amenities, pricing, and problem resolution as competitive advantages that AI alone cannot replicate.
Expedia’s stock declined roughly 12% on news of weaker-than-expected guidance for the fourth quarter, with the company projecting revenue between $3.69 billion and $3.75 billion. Gorin attributed the moderation in expectations to geopolitical developments, electoral activity, and the relocation of the fall promotional sale to an earlier quarter. She highlighted strong performance in the third quarter, with gross bookings rising 11% and revenue increasing 12%.
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