Amidst the fun of the AI Action Figure trend, it got Laurel thinking about the new “digital twins” in the travel world: AI tools. Laurel’s an Aussie travel agent who specialises in cruise ⚓ with 8 years’ experience under her belt. She’s had a front-row seat to how AI is showing up in our industry – sometimes as a helpful co-pilot, other times as a bit of a loose cannon. AI has made it easier than ever to find detailed destination info. Need ideas for a day in Dubrovnik? Want off-the-beaten-track eats in Osaka? AI can whip that up in seconds. It can help agents add depth to itineraries, find creative options faster, and get through admin tasks like email, data entry, or content writing with a little more ease. But here’s the thing—AI doesn’t know travel the way a real travel agent does. It doesn’t ask the right follow-up questions, understand cruise line nuances, or know that your client doesn’t like tender ports, and it definitely doesn’t want to fly [bleep😉]. It doesn’t catch when a suggested itinerary includes an unachievable connection or when a ship docks somewhere for only four hours—not long enough to do what’s been planned. There are real benefits to using AI in our day-to-day. Laurel has used it to brainstorm social content, summarise supplier updates, and research lesser-known ports of call to add value for her clients. But she also sees the risks when travellers rely entirely on AI for trip planning—especially for cruises or complex itineraries. That’s when things can go wrong. Terribly, terribly wrong. Where AI supports our travel agents best is behind the scenes: research, writing, admin, automation. But when it comes to designing holidays around someone’s needs, building trust, managing expectations, and troubleshooting in real time? That’s still human work. That’s what we do. So yes, AI can wear the costume, but it doesn’t become the travel agent. Just like those dolls—it might look like Laurel (or a slightly different version of her), but it’s not going to book a cruise, advocate for a free upgrade, or make sure her clients know which deck to avoid on embarkation day. The future of travel might include a digital twin or two, but the real magic still happens in human conversations, with travel agents who know their stuff, care deeply, and want you to have the best trip possible. So, Laurel feels safe and will carry on living her best life as a Flight Centre Travel Agent. ❤️ Join a business that’s complemented, not interrupted, by the rise of AI tools. Join the fun Flight Centre crew today! 👉 FCTG Careers Smooth Sailing, Laurel 🛳️

Ever wondered why technology is key to customer success? Allen Liaw, Business Analyst Programmer, discusses his experience leveraging technology in his latest project at Flight Centre Travel Group.