Generic chatbots frustrate travelers when they cannot see itinerary status, fare rules, or loyalty balances. Effective travel agents integrate with PNR or locator views and ticketing constraints.
Upsell and cross-sell work best as contextual nudges—seat bundles, insurance, activities—after search intent is clear but before payment friction spikes.
During mass disruptions, prioritize proactive notifications, rebooking queues, and clear escalation to humans; measure containment versus satisfaction so you do not optimize the wrong metric.