“The core of what we’re saying here is that there’s a legacy – a series of dinosaurs we can’t get around.” – Timothy O’Neil-Dunne
“Future Lanes” is a special WiT Podcast series powered by Meili, a tech company that is rewriting the rules of ancillary distribution. The series, covering six episodes, is all about getting direct – cutting through the noise with unfiltered conversations on what’s shaping the next decade of travel. No fluff – just straight, feisty talk about what it takes to find your future lane in travel.
Listen to Episode 5:
Episode 5: Travel’s “technical debt” | Modernise or risk obsolescence
In the fast-evolving world of travel technology, few voices resonate as deeply as Timothy O’Neil-Dunne, an aviation enthusiast with decades of experience in travel tech innovation, who believes that “technical debt” is holding back the travel industry from truly realising the potential of revolutionary tools like AI.
To him, travel businesses face the daunting task of modernising or risk becoming obsolete.
“The core of what we’re saying here is that there’s a legacy—a series of dinosaurs we can’t get around,” said O’Neil-Dunne, principal at T2 Impact. From mainframe systems to outdated processes, the foundational technology of airlines, hotels, and other travel providers is holding the industry back.
This technical debt stems from decades of patchwork solutions and workarounds, which O’Neil-Dunne likens to building “faster horses” instead of entirely rethinking processes. For instance, much of the travel ecosystem relies on APIs (machine-to-machine communication), but these interfaces are often limited in scope and riddled with inefficiencies. While advancements like the internet have revolutionised consumer experiences, the backend systems – particularly in airlines – remain archaic.
The podcast’s co-host, Mike McGearty, CEO of Meili, echoed this sentiment, emphasising that these outdated systems directly impact customer satisfaction. “You can create the most innovative, user-friendly front-end,” he explained, “but if the backend can’t process the reservation or deliver the service seamlessly, the whole experience collapses.”
A generational shift: The role of AI
While the legacy systems create barriers, both experts see a generational shift on the horizon, driven by artificial intelligence. AI’s ability to transform how humans interact with machines could redefine the travel experience entirely.
According to O’Neil-Dunne, the future lies in moving from explicit interactions with devices (like smartphones) to implicit, contextual systems. Imagine technology that understands your travel needs before you even articulate them, seamlessly connecting information and offering personalised recommendations. “No technology – that’s the future,” he predicted. “Everything will become embedded and implicit, augmenting what we do rather than requiring constant input.”
Yet AI alone cannot fix travel’s systemic issues. “To take advantage of AI,” McGearty argued, “companies need to invest in their underlying tech stacks. If they don’t take a five-year view now and start modernising, they’ll become roadkill.”
The road ahead: Linked trips and traveller joy
For travellers, the future promises something revolutionary: the “linked trip.” Unlike the elusive “connected trip” (a fully integrated journey across multiple providers), the linked trip focuses on seamless communication between individual travel components. Imagine booking a flight, hotel, and rental car, and having all your preferences and information effortlessly carried across systems.
“To take advantage of AI, companies need to invest in their underlying tech stacks. If they don’t take a five-year view now and start modernising, they’ll become roadkill.” – Mike McGearty
But achieving this vision requires cooperation across the industry, a tall order given its fractured state. Airlines, for instance, often focus on internal initiatives like NDC (New Distribution Capability) that serve their own needs rather than creating solutions for the entire ecosystem. Hotels, meanwhile, are constrained by legacy property management systems (PMS) like Oracle, which stifle innovation.
Still, both O’Neil-Dunne and McGearty remain optimistic. For them, the ultimate goal is not just about fixing technology but preserving the joy of travel. “Why do we travel? For experiences,” O’Neil-Dunne said. “The technology should serve that joy, not stifle it with frustration.”
McGearty agreed, noting that travel businesses must design systems that inspire and delight travellers. “Reducing stress, eliminating friction, and creating meaningful experiences—that’s the road ahead,” he said.
Opportunities for startups and established players
As the travel industry grapples with these challenges, the question arises: Who will solve them? McGearty believes the solution lies in internal innovation, with companies creating “skunk works” divisions dedicated to tackling technical debt. By investing in separate teams with capital and clear mandates, companies can modernise their systems without disrupting day-to-day operations.
O’Neil-Dunne, however, sees room for startups – especially those from outside the travel industry. “There’s an opportunity for new players to create technologies that act as bridges, enabling legacy systems to talk to modern interfaces,” he said. This “bus layer,” as he calls it, could be a game-changer in tackling tech debt.
A brighter future for travellers
Despite the roadblocks, O’Neil-Dunne and McGearty agree that the future of travel is bright. Whether through linked trips, AI-driven personalization, or new interface technologies, travellers can look forward to a more seamless, joyful experience.
The key, however, is for the industry to act now. As McGearty warned, “If companies don’t invest in modernising their systems, they’ll fall behind. The road ahead isn’t just about keeping up, it’s about surviving.”
