In Phocus

What happens when the CEO of one of the world’s largest travel companies spends her weekends experimenting with ChatGPT, Gemini and Perplexity? You get a front-row view into how Expedia Group is thinking about the next era of travel. In this episode, Expedia Group CEO Ariane Gorin sits down with Mitra Sorrells, SVP of content at Phocuswright/PhocusWire, to unpack how a long-standing test-and-learn mindset is shaping the company’s AI strategy and accelerating decision-making across the business. Gorin calls AI Expedia Group’s “third chapter”, following the internet and mobile. And she’s clear: this is not theoretical. It’s happening fast and it’s already changing how travelers search, discover and book. You’ll hear: Why experimentation is now a leadership muscle, not a side project How Expedia is thinking about visibility in AI platforms as search evolves What “agentic AI” could unlock for the traveler experience How the Google Universal Commerce Protocol fits into Expedia’s future plans Why tours and activities matter more than ever, and what Tiqets brings to the table The role of brand in an AI-driven world, plus updates on B2B growth and Vrbo This conversation goes beyond buzzwords and product launches. It’s a candid look at how a global travel platform prepares for rapid change while staying focused on what actually improves the traveler experience.All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.

The definition of luxury travel fluctuates across demographics, and how technology plays into that is also changing with evolving needs and tools like artificial intelligence (AI). “Luxury audiences ... they vary greatly depending on level of maturity of that wealth, where they're hailing from across the planet, whether or not they're a solo traveler or traveling in a group, [if they are] multi-generational and where they sit in the luxury ladder,” Kristie Goshow, chief commercial officer at Loews Hotels & Co, said during an interview in the PhocusWire studio at The Phocuswright Conference. Luxury travelers are often looking for technology to remove friction on their trips, Goshow said. Hospitality providers are expected to improve experience, and tech has to enable that. Phocuswright’s 2025 U.S. Consumer Travel Report found that “indulgent explorers,” defined by their per-person, per-day leisure travel spend, excluding airfare, are more tech savvy. The study revealed 78% seek out and enjoy being an early adopter of new technology, compared with 38% of the general population. Skylark CEO Mike Greene agreed. While definitions can vary, for Greene, luxury hinges on dynamic personalization. “It's about being proactive, having service be super proactive about—and attentive to—what people need before they even know what they need,” Greene said. “And technology can play a huge role in that.”All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.

Travel startup funding remained tough throughout 2025, with Phocuswright data signaling the year would likely fall below $5 billion after a modest recovery to $5.8 billion in 2024. A few headline rounds stood out, including Perk’s $200 million Series E, Klook’s $100 million and later raises from companies like Ramp, Airalo and Peek, but big checks were otherwise scarce and investors consistently urged founders to extend runway and manage cash as if the next round might not arrive. In this interview with Linda Fox in the PhocusWire Studio, investors Roopak Pati of Oppenheimer and Betsy Mulé of F-Prime Capital unpack what the funding slowdown means for travel startups and why they still see reasons for optimism. They discuss how AI is accelerating efficiency and adoption across the industry, while also complicating the path for some B2C travel companies as AI platforms increasingly showcase travel booking use cases. The conversation also explores what’s next, from renewed IPO momentum to the likelihood of stronger M&A activity in 2026. Along the way, Pati and Mulé share what they’re watching, including tech-forward players in corporate travel, and why investors are placing more, smaller bets as winning business models become harder to predict.All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.

Co-founded by CEO John Lyotier and chairman of the board Chris Jensen in 2013, Vancouver-based TravelAI now operates more than 475 consumer-facing brands. The company generated over $268 million in gross booking value in 2024, and the CEO expects that figure to be be closer to $500 million in 2025. TravelAI is actively pursuing its goal of creating the “web of one,” working towards improved personalization in travel. In a recent interview in the PhocusWire studio at The Phocuswright Conference, co-founder and CEO John Lyotier discussed the company’s progress and his thoughts on next steps. “The web of one goes back to the whole concept of can you create a web experience where you have a personalization layer that is only delivering one website to one person. So, this is your website, your experience,” he said. “The next evolution of that is more or less the ‘web of none,’ where the same information and same data and same content you would create to put in a website is available across any medium.” To achieve this, Lyotier said another layer—a shared vector protocol—is necessary.All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.

During its its third quarter earnings call in early November, Airbnb shared some early results of its experiences and services launches. At the time, the company said almost half of those booked were not related to an accommodation booking. Meanwhile, 10% of those who booked a service—think massages and private chefs—were totally new to the platform.  Airbnb is “super encouraged” by those results, chief business officer Dave Stephenson said during an interview in the PhocusWire studio at The Phocuswright Conference 2025. They not only reveal demand for the new business lines but also that the platform can be seen for more than just short-term rentals, he said.  The company's recent marketing initiatives have also been aligned with the launches and communicating the message that users can get more than just an Airbnb rental from the platform. “It’s not just about the home. It’s really about the trip. It’s about all the experiences that you can have in the community that that you're traveling to. We want these authentic experiences, these authentic stays to get to a sense of the place. So that's where you're seeing our advertising kind of expanding the definition of what it means to be in an Airbnb,” Stephenson said. He went on to discuss how the company rebuilt its technology stack to enable the sale of services and experiences and allow for the onboarding of different service providers with their own requirements.All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.

Connecting the dots of the traveler journey is priority in the ground transportation sector, but tangible examples of connected trip in action are still somewhat “rare.” Travelers can book a full trip in Sweden, including a train, taxi and a bus, which is working well, but there aren’t many models beyond that, according to SilverRail chief commercial officer Cameron Jones. During an interview in the PhocusWire studio, Jones said the connected journey is still evolving, as is customer buying behavior. “There’s this view that a customer might want to book everything in one transaction and one journey and planning experience, but I'm not sure that's the case,” he said. When it comes to artificial intelligence (AI), tech is already helping with aggregating content and pricing, and the next phase will include purchasing. “It just makes things simple, and I know, for us, that’s all we ever want is to try and make that purchasing experience simple,” said Nicole Kerr, CEO of Mozio.All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.

The “connected trip” has become a bit of a tired buzzword, but the ability to bundle different trip elements is not less coveted in the travel space. During an interview in the PhocusWire studio at The Phocuswright Conference last month, Manuel Hilty, CEO and co-founder of Nezasa, and Andrew Boch, CEO of Mobi.AI, discussed the end-to-end traveler journey and the gaps that remain. While some think of the connected trip as being “top-down,” Boch highlighted Mobi.AI’s context-aware approach to artificial intelligence (AI). “We think that, when you’re changing your flight, that should be aware of what your hotel plans were, and it should be aware of what the purpose of your trip was. Like when you’re staying at a hotel, the hotel should know why you’re there,” Boch said. “That sort of context should be preserved throughout the travel experience, and fundamentally, all the downstream suppliers need some method of both understanding that context, ingesting that context and then, hopefully, acting on that context.” The pair also commented on generational differences in data sharing, AI’s impact, agentic opportunity and more.All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.

While artificial intelligence (AI) is impacting travel marketing, the best use cases are still being determined. AI-supported digital travel marketing can work—as long as it still has a human touch, according to Rob Torres, SVP of media solutions and retail partnerships for Expedia Group. In October, Expedia Group released research that examined what content is driving traveler choice. The company showed participants a mix of non-AI-enhanced, AI-enhanced and fully AI content. “A good percentage of the travelers really didn't mind, and actually, I don't want to say they preferred [it], but they did not mind the AI-enhanced content as long as it did have some human touch in it as well,” Torres said during an interview in the PhocusWire studio at The Phocuswright Conference. As responses were positive, Expedia Group determined that content creation could benefit from some level of AI implementation.All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.

After 26 years with the company and 10 as CEO, Priceline recently announced that Brett Keller would hand over the reins to Brigit Zimmerman in January. In an interview in the PhocusWire studio, Keller reflected on his time at the OTA, where he has held several roles including CMO and COO. His best advice for his successor was to surround herself with the best possible team and be sure to retain them, pointing to the longevity of Booking Holdings leadership team.All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.

Within the vacation rental industry, opportunity abounds as operators lean into consolidation and professionalization. During an interview in the PhocusWire studio at The Phocuswright Conference last week, Sharad Sunderesan, founder and CEO of Homescreen, and Eric Goldreyer, CEO of Savvy, shared their thoughts on these trends. “You’ll see consolidation bring about that degree of consistency across the board, which helps with dealing with those increased guest expectations,” Sundaresan said. According to Goldreyer, short-term rental (STR) guests also want standardization, but, more importantly, they want to forego travel anxiety and have a reliable point of contact if something goes wrong. “They want a professional. They want someone that they can call,” he said. “If you’re in a vacation rental, you’re taking a group, and there’s higher pain points. You want to make sure that you can minimize those to the best of your ability.” Conversation shifted to artificial intelligence and how it may address significant challenges such as persistent manual processes and fragmentation.All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.

Cryptocurrency is carving out a role in travel—from B2C bookings to B2B settlements—through stablecoin-powered payments and crypto-savvy consumers making high-value transactions. Although cryptocurrency still represents a small portion of global travel spending, industry leaders believe change is coming quickly. “Travel is an emotional and high-value purchase,” said Damien Cramer, senior vice president of global travel at Nuvei. “Seventy-four percent of customers won’t complete a booking if their preferred payment method isn’t offered.” While consumers are increasingly open to paying with cryptocurrency, businesses have been slower to adopt it, especially for B2B transactions. That may be changing as stablecoins offer more predictable value and faster settlement. “The speed and ease of stablecoin transactions are becoming more profound,” Cramer said.  During an interview in the PhocusWire studio with senior reporter Morgan Hines, Nuvei’s Cramer discussed how crypto is evolving rapidly and becoming more mainstream, with faster transactions and better fiat tracking. He also touched on how adoption is expected to grow particularly in industries such as hospitality, where the technology could mean a cheaper, more efficient way to transfer funds internationally.All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.

Saudi Arabia-based OTA Almosafer, which means “traveler” in Arabic, is making headway in the Middle East. Now head of the company, Muzzammil Ahussain has risen the ranks from COO to EVP to CEO—a role he’s held since January 2023. In an interview with PhocusWire, Ahussain said Almosafer sets itself apart from global OTAs like Booking.com and Expedia through “local understanding and local knowhow” of Saudi Arabia. “We are not just an OTA in our consumer business; we’re actually a fully omnichannel business,” he said. The CEO also discussed the greatest challenges facing the company, which include prioritizing different opportunities within Saudi Arabia and the Gulf Cooperation Council, identifying areas to leverage artificial intelligence and human capital development.All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.

You could be forgiven for thinking that travel companies might shy away from taking companies public via special purpose acquisition company (SPAC). Many will have seen industry peers have a rough ride back in 2022 and question what has changed. For Chris Hemmeter, managing director of Thayer Investment Partners, the travel industry is in a very different place now. In an interview with PhocusWire, he said there is already a resurgence in potential SPACs attributable to the macro environment and amount of money investors have been sitting on which is "creating a little bit more interest in alternatives for companies." And the profile of a travel company that might be ready to go public via this route? They must be profitable, said Hemmeter and even "somewhat boring." "Understandable products where you can really see the slow march in growth and expansion of margin." Hemmeter also discussed how much experimentation is going on in the industry currently despite how hard funding is to come by. All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.

While ancillaries are often discussed as a way to boost profit, not every travel company has introduced these revenue streams. But what's holding them back? Mark McLaughlin, CEO of Coras, and Inigo Valenzuela, CEO of Smartvel, opened up about the hesitancy they encounter in the pitching process to travel suppliers. Mclaughlin identified technology as a roadblock. As an API provider for tickets and events, he said he’s really selling to two sides: marketing and tech. And if you don’t get a buy-in from both sides, “it's tricky,” McLaughlin said. Valenzuela said the process of convincing travel companies to jump on board is not going to happen overnight, either. “Selling is tough because it’s B2B sales. It's a long sales cycle,” he said, adding that there are several decision-makers and factors that need to align, including timing, people and budget. McLaughlin said that convincing a company to join up and add extras also involves recognizing what a travel company has experienced so far when selling extras and how the company may benefit. In discussion with senior reporter Morgan Hines in the PhocusWire studio, McLaughlin and Valenzuela touched on an array of topics ranging from artificial intelligence, customer acquisition and retention, the ability to compete and more. All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.

As the short-term rental (STR) industry continues to evolve, it’s become clear that vacation rentals can be more than just a place to rest one’s head—and Airbnb has tapped into this opportunity with its recent launch of Services. But what benefit do ancillaries really pose to STR providers? Industry leaders shared their thoughts in a panel-style interview in the PhocusWire studio at Phocuswright Europe. According to Sylvia Epaillard, co-CEO and chief digital and commercial officer for Interhome, which is being acquired by HomeToGo, ancillaries can be lucrative. “Some have tried already in the industry, and we've watched that closely,” she said. “Our whole business is designed around self-service stays. People really go there with their own ideas, with their own creativity. And I think not only offering the space where they can develop that creativity but also to actually add certain services is a great opportunity.” Andrew Bate, CEO of Safely, said pushback from guests on “extra fees” has forced ancillaries to evolve. “I think in the U.S. from 2021, 2022, 2023 when occupancy was high, pricing power was high, there were fees just being added left and right that added no value or minimal value—administrative fees, parking fees—all these extra fees,” he said. Now, ancillaries are adding value rather than serving as a money grab and a way to hide extra fees. And part of that has to do with legal changes.All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.

The travel industry has had pretty much everything thrown at it in the first six months of 2025. It has faced ongoing global conflict, economic instability, political uncertainty and challenges related to climate change.The second quarter earnings of online travel agencies, hotel groups and airlines reflected some of this turmoil. Airlines blamed macroeconomic factors for revenue losses and demand uncertainty, while the CEOs of hotel groups and OTAs were cautiously optimistic.The constant in travel that leaders come back to again and again is its resilience—bounce-backs after an ash cloud, stock market crashes and a pandemic spring to mind. While travel was down in certain regions of the world, travel companies are often quick to pivot to other destinations and products to compensate.In an interview in the PhocusWire studio, Go City CEO Jon Owen said that Europe is having a great year, with some cities seeing an increase in visitor numbers."I think ultimately what you need to do as a business is just keep going—you can't affect European reluctance to travel to California at the moment, but what you can do is keep building the right products for customers, and those market trends will change," he said.He was joined in the studio by Linda Bryndísardóttir, vice president of business development for Dohop, who said that the situation was not as "bleak" as it might sound."If you look at numbers from IATA, for example, the number of passengers is growing year over year, even in the U.S. Asia is growing quite fast. We're increasing our partnerships in Asia," she said.All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.

Loyalty has long helped brands drive engagement but not everything is plain sailing in the travel loyalty world. The landscape is shifting with younger generations demanding something different from programs and companies reassessing what's working. At the end of last year, for example, Morning Consult reported that travelers aren’t totally satisfied with programs as they exist. And in 2023, McKinsey reported that an airline’s loyalty program's capability to convince travelers to choose their airline over another, was declining. So, where are travel brands going wrong when it comes to loyalty? Mark Ross-Smith, CEO of Loyalty Status Co., and Robert Wesley, CEO of MeProtocol, weighed in on how brands can improve loyalty strategies during a studio interview at Phocuswright Europe in Barcelona. During the wide-ranging discussion, Wesley and Ross-Smith also touched on the use of blockchain in loyalty, how artificial intelligence plays into loyalty’s evolution, the importance of personalization and more.All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.

Travel’s tours and activities sector has been growing in recent years, and the space is continuing to evolve in 2025. Industry leaders opened up about current trends during a studio interview with senior reporter Morgan Hines at Phocuswright Europe earlier this summer.  Right now, experts said there are some key shifts tied to demographic, booking behavior and emerging technology, all of which could shape the future of the space. Roisin O'Sullivan, global managing director of Walks and Devour, said there has been a change in the demographic of travelers who are booking experiences. Craig Everett, co-founder and CEO of Holibob, said the booking window is consistently moving closer to the date of travel. Ali Basij, founder, chief technology officer and CEO of Instahop, said artificial intelligence (AI) is this year's biggest trend. The wide-ranging conversation also touched on the concept of original experiences, as touted by big-name brands such as Airbnb and GetYourGuide, autonomous experiences, the booking funnel and more.All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.

Peter O’Donovan's career has included several leadership roles, and he now sits as the CEO of CarTrawler. O'Donovan was appointed to the role in 2022 after four years as chief operations officer. CarTrawler works to connect clients and travel brands to mobility solutions and car rentals across the world.During a CEO Spotlight interview in the PhocusWire studio at Phocuswright Europe, O’Donovan discussed what motivates him, CarTrawler’s use of artificial intelligence and how it’s preparing for agentic AI and the challenges he faces as a CEO, among other topics. Watch the full discussion with PhocusWire's Morgan Hines. All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.

The travel industry is known for being susceptible to just about everything, from financial downturns and global conflict to rapid technological development and climate change. However, it's also known for its ability to bounce back—often quite quickly.At Phocuswright Europe 2025, CheckYeti, a specialist in outdoor experiences, and WingBuddy, a packaged tour operator, joined us in the PhocusWire studio to discuss what it's like to be a niche player in such turbulent times.CheckYeti CEO Jakob Keller and Michael Carfagnini, chief operating officer of WingBuddy, said that as smaller, more agile operators, they have the ability to adapt more quickly to outside influences and build trust with customers. All episodes: https://www.phocuswire.com/in-phocusSee omnystudio.com/listener for privacy information.