Agoda Executive Discusses Airlines Using AI to Expand Full-Journey Services
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On November 13, 2026, Agoda Chief Commercial Officer Damien Pfirsch said at the Skift Aviation Forum that airlines can use AI assistants working with specialized agents to arrange hotels, transfers and other services for travelers in continuous conversations, extending the customer relationship beyond air tickets. He suggested that airlines invest in both their own AI agents and access to external AI platforms so that travelers can reach the airline no matter where they start booking. He also said that miles can be used for hotel bookings, upgrades, events and assistance during flight disruptions to strengthen traveler loyalty.
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- Skift FeedHow airlines can control the full passenger journey in the AI era
At the Skift Aviation Forum, Agoda Chief Commercial Officer Damien Pfirsch proposed that airlines can use AI assistants working in coordination with specialized agents to arrange hotels, transfers and other services within a continuous conversation, extending the customer relationship beyond air tickets. He recommended investing both in airlines' own AI agents and in integration with external AI platforms, so that travelers can reach the airline no matter where they start booking. Miles can also be used for hotel bookings, upgrades, events and assistance during flight disruptions, strengthening traveler loyalty.
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