Spotnana CEO: AI Can Cut Servicing Costs by Half
Ahead of Skift Global Forum, Spotnana executive chairman and CEO Steve Singh argues the industry over-focuses on search, distribution and booking, while the real value and trust sit in post-booking servicing. Spotnana's AI agents now handle routine tasks such as cancelled segments, unticketed flights and refunds, and Singh believes servicing costs can fall by 50% or more while making the traveler experience more personalized and proactive. He also sets a curation bar for conversational AI booking: presenting the options a traveler would have chosen at least 95% of the time from the full list.
Impact and considerations
If servicing costs can truly halve, the unit-cost structure of TMCs and travel platforms would be reshaped, human agents would shift to higher-value work, and buyers would need to reassess service fees and SLAs.
Key points
- Singh argues the industry over-focuses on search, distribution and booking, with value concentrated in post-purchase servicing.
- Spotnana's AI agents handle cancelled segments, unticketed flights and refunds, freeing human agents for higher-value service.
- Singh says servicing costs can fall by 50% or more while making service more personalized and proactive.
- Spotnana builds direct connections with airlines and hotel chains so a change made anywhere is reflected everywhere.
- Curation matters more in conversational AI booking; Singh's standard is presenting options a traveler would have chosen at least 95% of the time from the full list.
- Singh says direct integrations are the best source of rich product information on rates, fares, ancillary services and amenities.
Sources and time
- Primary source
- Skift
- Other sources
- 0
- First source publication
- 19 Sept 2026, 20:41
- Page published
- 19 Sept 2026, 20:54
- Last updated
- 19 Sept 2026, 20:41
- Original links
- Skift Feed：Skift Global Forum Preview: What Happens After the Booking? Spotnana CEO Has a Number (opens in a new tab)Primary source · en · Published 19 Sept 2026, 20:41