Arival report cites shorter tours, smaller groups – travellers prioritize intimacy and convenience
Travellers in the U.S. and Europe are increasingly opting for shorter, smaller, and more flexible tour experiences, according to Arival’s 2025 Tour Taker report, with input from 800 U.S. and 1,600 European travellers. In 2024, 69% of travellers took tours lasting three hours or less, and half booked at least one private tour. Small group formats—six people or fewer—were especially popular, chosen by 50% of Americans and 43% of Europeans. Douglas Quinby, CEO of Arival, summed up the shift bluntly: “Travellers want experiences that fit into their plans, not the other way around.” This demand for convenience and personalization is prompting tour operators to rethink their offerings, moving toward agile, mobile-friendly formats.
The report also highlights generational and regional differences. Younger travellers are leaning toward immersive, participatory experiences, while older travellers still favor classic sightseeing. Meanwhile, booking behaviors are increasingly last-minute—70% of Americans and 61% of Europeans book tours less than a week in advance, often via mobile. Despite 72% of Americans booking before they arrive, the trend points to the growing importance of real-time availability and frictionless digital booking systems.
DerbySoft launches AI voice agent to automate outbound calls to suppliers
DerbySoft has launched its new AI Voice Agent, a tool designed to automate high-volume outbound calls to hotels, streamlining tasks traditionally handled manually by travel agents. This solution addresses a major pain point in business travel, where over 30% of global hotel bookings still require manual intervention. The AI Voice Agent handles common but repetitive calls—such as confirming booking details, verifying virtual credit card payments, requesting post-checkout invoices, and managing booking changes—delivering accuracy and scalability across time zones with full GDPR compliance.
The impact has been immediate: companies using the AI Voice Agent have reported a 70–90% reduction in manual call-related costs, and in pilot programs, over 75% of bookings no longer required human follow-up. “Let’s face it, calling properties all day isn’t scalable, fun, or efficient,” said Nadim El Manawy, Head of Business Travel Solutions at DerbySoft. The system integrates easily into existing workflows via API or CSV, and future use cases—like RFP follow-ups and group booking confirmations—are already in development.
STARFLYER upgrades loyalty platform with IBS software
STARFLYER Inc., Japan’s premium airline, has revamped its STAR LINK loyalty program by partnering with IBS Software and adopting the iLoyal platform. This upgrade replaces STARFLYER’s legacy in-house system with a modern, cloud-native solution that enhances digital integration across domestic and international passenger service systems. The upgrade includes a fully overhauled mobile app and member portal, offering real-time updates, digital membership cards, and exclusive rewards.
The upgrade also allows STARFLYER to personalise customer interactions using IBS Software’s customer-centric engine, supporting more targeted engagement and communications. According to Hiroshi Goto, STARFLYER’s SVP of Innovation Promotion, this marks “the first move in a broader digital overhaul that will elevate every stage of the passenger journey.” IBS Software’s VP Marcus Puffer added that the partnership demonstrates iLoyal’s flexibility and scalability, especially for mid-size carriers looking to modernise. The initiative supports STARFLYER’s ambition to digitally transform its customer experience and partner relationships.
MakeMyTrip shares revenue and bookings increases after launching experiences platform
MakeMyTrip has launched a global experiences booking platform for Indian travellers, offering over 200,000 activities across 1,100 cities in 130 countries, aiming to simplify the fragmented process of booking tours and activities abroad. Travellers can now book experiences in Indian rupees and manage them alongside flights and hotels within the app. The launch coincides with strong Q1 fiscal 2026 results: gross bookings rose 12.4% to $2.61 billion, revenue increased 5.6% to $268.8 million, and adjusted net profit grew to $49.4 million. While air and bus ticketing saw revenue growth, hotel and package revenue dipped slightly. CEO Rajesh Magow emphasized the company’s long-term confidence despite short-term travel disruptions in India, citing the strength of MMT’s diversified business model.
Information overload is driving up agency costs and affecting customer experience
A new global survey commissioned by Sabre reveals that content fragmentation is significantly impacting travel agencies, with 91% operating four or more booking systems and over half managing seven or more. This complexity is driving up operational costs, straining productivity, and diminishing customer service. In response, Sabre has launched the SabreMosaic Travel Marketplace while leveraging AI to simplify workflows, surface relevant offers, and reduce tech overhead. The platform supports 38 NDC airlines, over 2 million lodging options, and dozens of car and rail providers—all accessible through one connection.
The survey also highlights that over 80% of agents believe unified access could cut costs, and 91% see AI as a path to better productivity and customer experience, though 41% are wary of AI’s long-term workforce implications.
