AI should bring a travel company and its customers closer together. It should help someone get a useful answer, take the next step towards a holiday and reach the right person when they need them.

At Travelgenix, that is the purpose behind Luna. Our view is simple: adopt AI where there is a clear business reason. Better customer engagement, more useful enquiries and more time for personal service are worthwhile goals. The decision should start with the part of your business you want to improve.

Here is what we believe belongs in every conversation about buying AI, including a conversation with us.

Give AI a job worth doing

Choose one problem first. Perhaps visitors need help finding the right holiday outside office hours. Perhaps your team needs a clearer brief before following up an enquiry. Or perhaps you want to stay in touch with customers but struggle to make time for marketing.

Write down what a better experience would look like for the customer and the team. Then agree how you will assess it. For an enquiry, that might mean collecting the details an adviser needs. For marketing, it might mean publishing relevant content consistently and tracking the responses it prompts.

If a simpler change solves the problem, make that change first. Give AI a purpose you can explain and a result you can check.

Ask what sits behind the answer

Generative AI can produce confident answers that are wrong. NIST identifies this risk and recommends checking sources and testing systems in conditions relevant to their intended use. NIST: Generative Artificial Intelligence Profile

For a travel business, ask where an answer about your booking policies comes from and who keeps that information current. That is part of the service you are buying.

Luna uses your approved business knowledge alongside Travelgenix’s maintained travel library. Train Luna can turn website information into drafts for your team to review. Luna Brain records questions that need better answers and brings review work together. Travelgenix: Luna’s business knowledge

The aim is to make your expertise more accessible while giving your team a way to improve the information behind the conversation.

Follow the conversation into the booking journey

Ask the supplier to show what happens after a customer describes their trip. Can the conversation lead to a relevant search using the details already shared?

Luna Chat prepares searches on your Travelify booking engine using details such as destination, dates, departure airport and party size. The engine provides current options, prices and the booking journey on your own website. Travelgenix: Luna Chat bookable search

Keep the distinction between a search and a confirmed booking clear. Expedia’s Rapid documentation, for example, includes a price check before booking that can return a changed price or an unavailable rate. Ask how your proposed setup handles those situations. Expedia Group: Rapid shopping and price checks

Make personal service part of the design

A useful test is to ask for a person halfway through a conversation. Check what the adviser receives and what the customer needs to repeat.

With Luna Chat, the team receives the conversation history and a structured trip brief. Luna Copilot can suggest replies, rephrase wording and summarise the next action. Your agent reviews the suggestion and decides what to send. Travelgenix: Luna Chat and your team

That is the relationship we want AI to support: a customer who feels heard and a travel professional with the context to help. Agree who handles escalations and what happens outside working hours before you launch.

Give marketing a purpose too

For marketing, start with who you want to help and why they would find the message useful. A useful destination idea, a relevant offer or an answer to a common question gives the content a clear job.

Luna Marketing prepares social posts, emails and website articles in your brand voice. Approval is the default, with options to edit or skip content. Automatic posting is a setting you choose, with uncertain content still held for review. Travelgenix: Luna Marketing

Use that support to make room for thoughtful communication. Review what people respond to and let those responses inform the next piece.

Get the costs and data arrangements in plain English

Ask for the full cost of your proposed setup, including usage limits, connections, support and the work your team will still do. OpenAI’s API pricing, for example, separates model usage from charges for certain tools and storage. Ask your supplier how its own commercial package handles those costs. OpenAI: API pricing

Ask separately about data storage, access and deletion. OpenAI’s API documentation distinguishes its policy on using data for training from its retention of logs and application data. Your supplier should explain the providers and settings used for your service. OpenAI: data controls

Test the business case with real work

Run a focused pilot using representative enquiries, with personal details removed. Include a straightforward request, an incomplete brief, an answer needing verification and a human handover. NIST cautions against drawing broad conclusions from narrow assessments. NIST: Generative Artificial Intelligence Profile

Compare the pilot with how you worked before. Include staff review time, the usefulness of the enquiry and customer feedback. If bookings are your goal, agree how you will connect enquiries to confirmed sales.

Luna Chat’s dashboard includes conversations, escalations, visitor ratings and quality scores. It does not currently attribute bookings or revenue to individual conversations. Use those measures alongside your enquiry and sales records when assessing the business case. Travelgenix: Luna Chat

Your travel AI buyer’s checklist

Take these questions into the demonstration and ask for answers relevant to your business.

• What problem are we solving? Name the customer or team difficulty before selecting features.

• What should improve? Define the outcome and record how things work today.

• Where do answers come from? Check the sources, review process and handling of uncertainty.

• How does it use our knowledge? Demonstrate your policies, specialisms and brand voice.

• What connects to live search? Follow the journey through prices, availability and confirmation.

• Can a person take over? Test the handover and the context your team receives.

• What needs our approval? Confirm the controls for replies, content and automated actions.

• What happens to customer data? Get storage, access, retention and deletion explained in writing.

• What will it really cost? Include setup, usage, connections and ongoing staff work.

• How will we decide to continue? Agree the pilot measures, review date and next decision.

At Travelgenix, we want Luna to earn its place through the work it helps you do and the relationships it supports. Bring us the part of your customer experience you want to improve. We will talk through where Luna fits, what your team needs and how to judge the result.

Talk to Travelgenix about the right use of AI for your business

Sources checked on 30 October 2026.