You’ve probably noticed it already. That moment when you’re searching for flights and Google suddenly suggests a complete itinerary: hotels, restaurants, even local experiences; all tailored specifically to you. It feels helpful, almost magical. But then the nagging doubt creeps in: Is this actually the best option for my company? Am I about to blow the travel budget on something that looks perfect but breaks every policy rule? You’re not alone in this worry. Google’s AI Mode has rolled out to over 180 countries, fundamentally changing how we discover and book travel. Those Gemini-powered recommendations feel incredibly personal – because they are. The system knows your preferences, your past searches, even your browsing habits. It’s serving up options that genuinely appeal to you as an individual traveller. But it can get tricky, especially for business travel.
For example, the jury’s still out on AI’s accuracy. Many travel bookers can share cautionary tales: travellers arriving at “highly recommended” hotels that lack promised amenities, or worse, discovering their AI-suggested accommodation has permanently closed. These generative AI missteps – from outdated information to outright hallucination – highlight the current challenges and limitations. But AI is learning – and adapting – at pace, which suggests these growing pains may soon be a thing of the past.
For travel managers, AI presents a headache of a different sort.
With so much choice, how do you keep travel bookers and travellers in line? In other words, how do you harness AI’s power to enhance the user experience (both in terms of travel booking and traveller satisfaction) while maintaining policy compliance, cost control and duty of care?
Mummy Mafojane, GM of FCM Travel, says today’s travel management companies (TMCs) are harnessing the power of AI – while addressing operational realities.
“Today’s browsers are quick and powerful, and the default for most bookers and travellers,” says Mafojane. “But the options are overwhelming, and AI systems, in their quest to deliver personalised recommendations, may surface non-preferred suppliers, suggest accommodations outside approved vendor networks, or recommend premium options that exceed company travel policies. The very intelligence that makes AI valuable to individual travellers can inadvertently encourage “leakage” in the business travel space – where reservations are made outside of the official travel policy.”
For Mafojane, the challenge isn’t AI itself, but ensuring managers, bookers and travellers don’t lose sight of corporate objectives around cost management, supplier relationships, sustainability and traveller safety.
“You have to be realistic,” says Mafojane. “Travellers are using browsers, like Google Chrome, all day, every day. They also don’t know their travel policies by heart – or perhaps even where to access them – and are inundated with accommodation options, often with great reviews and in appealing locations. The challenge is to keep them on policy and within budget.”
This scenario repeats across every aspect of travel – from flight selections to ground transportation. And well-intentioned employees often make bookings that serve their immediate needs but undermine broader corporate travel strategies.
Importantly, explains Mafojane, these decisions impact negotiated rates, supplier relationships, consolidated reporting, and duty of care protocols.
For FCM’s clients, the solution has been game changing.
