How intelligent agents will change airline ticketing
From searching for fares to planning a trip, artificial intelligence is poised to radically transform air travel. It's no longer just tools that answer questions, but intelligent agents capable of interpreting needs, comparing offers, and collaborating with booking systems. A revolution that could change not only the way we purchase tickets, but the entire travel intermediation market.
Let's imagine we're planning a business trip to New York. We need to leave on Tuesday, return on Friday, carry a checked bag, and possibly avoid tight connections. We've set our budget, but we're willing to spend a little more for a flexible fare.
Today, to find the best solution, a travel agent must compare flights, fares, availability, terms and conditions, and ancillary services using one or more booking systems. This requires expertise, attention, and often multiple operational steps.
Tomorrow, it might be enough to describe these needs to an artificial intelligence. Not to receive a generic list of flights, but to entrust it with the task of exploring available alternatives, assessing their overall cost-effectiveness, and suggesting the most suitable solutions.
Non è fantascienza. È la direzione verso cui si sta muovendo una parte importante dell’industria del travel, grazie all’incontro tra nuove tecnologie di intelligenza artificiale e trasformazione dei sistemi di distribuzione aerea.
From artificial intelligence that responds to that which acts
In recent years, we've learned about generative artificial intelligence through tools capable of writing texts, answering questions, translating documents, and suggesting itineraries. But the most significant transformation could come with the so-called Agentic AI, a model in which artificial intelligence does not simply provide information, but can use digital tools to perform tasks and achieve goals.
An intelligent agent could receive a travel request, check availability through authorized systems, compare different offers, and identify those that meet the required conditions. It could also prepare a commercial proposal, submit it to the operator, and, when authorized, assist with subsequent booking procedures.
The difference is substantial. It's no longer a matter of asking a software which flights are available between Milan and New York, but of giving it a goal: to find the most convenient solution, taking into account schedules, baggage allowance, flexibility, traveler preferences, and commercial conditions.
Secondo una ricerca Phocuswright pubblicata nel febbraio 2026, il 61% delle imprese turistiche intervistate sta già sperimentando o introducendo su scala crescente applicazioni di Agentic AI. È un segnale significativo, anche se il passaggio dalla sperimentazione all’utilizzo operativo su larga scala richiederà ancora tempo.
The plane ticket will no longer be just a fare
This evolution comes as airlines are also profoundly changing the way they build and distribute their offerings.
With NDC and the progressive development of the Offers & Orders model promoted by IATA, the sector is moving towards a more flexible distribution, in which the air product can be dynamically composed through different fares, services and conditions.
In this context, the lowest price may not be the best choice at all. A seemingly cheap flight can become less convenient if you add baggage, seat selection, or the option to change tickets. Conversely, an initially more expensive offer may include services that better meet the passenger's needs.
It is precisely in this growing complexity that artificial intelligence can find one of its most interesting applications.
Un agente AI opportunamente collegato ai sistemi di distribuzione potrebbe analizzare numerose combinazioni, confrontare non soltanto i prezzi ma anche il valore complessivo delle offerte e presentare all’operatore una selezione ragionata delle alternative.
Not simply the cheapest flight, therefore, but the most appropriate trip.
A new generation of tools for agencies
Per le agenzie di viaggio, i consolidatori e gli operatori del business travel, questa trasformazione potrebbe avere conseguenze profonde.
A significant portion of daily activities is still dedicated to research, verifying pricing conditions, and managing repetitive procedures. Artificial intelligence could gradually alleviate this burden, freeing operators up for consulting, support, and business development.
The most exciting aspect isn't just about speed. It's about making advanced operational capabilities accessible to even the smallest organizations, through tools that can collaborate with different technology platforms.
In this scenario, new communication standards between artificial intelligence and management software are also becoming important, such as Model Context Protocol (MCP), che permette di rendere disponibili agli agenti AI funzionalità e informazioni provenienti da sistemi esterni.
It is in this direction that it fits in Skytool Agentic Ready. Il team di sviluppo Skytool ha già realizzato un server MCP per predisporre l’interazione tra agenti intelligenti e funzionalità della piattaforma, aprendo la strada a un utilizzo dell’intelligenza artificiale che va oltre la semplice ricerca tariffaria e guarda alla possibilità di individuare e utilizzare in modo sempre più efficace le migliori soluzioni aeree.
A perspective in which SaaS distribution platforms could become intelligent operating environments, capable of integrating research, business processes, and services through a new generation of interfaces.
Who will actually book our next flight?
Of course, there is still a significant gap between imagining an intelligent agent and entrusting it with a real booking.
Il settore aereo è caratterizzato da regole tariffarie complesse, disponibilità che cambiano continuamente, procedure di pagamento, responsabilità commerciali e operazioni successive alla vendita. Un sistema AI deve poter lavorare su informazioni aggiornate e verificabili, rispettare autorizzazioni precise e riconoscere quando è necessario l’intervento umano.
The risk of misinterpreting a tariff condition or proposing an offer that is no longer available makes it essential to distinguish the reasoning capabilities of artificial intelligence from the reliability of the systems that actually execute the transactions.
Non a caso, le ricerche del 2026 mostrano che i viaggiatori sono sempre più disponibili a utilizzare l’AI per pianificare i viaggi, ma risultano ancora più cauti quando si tratta di delegarle direttamente gli acquisti.
The transition will therefore likely be gradual. Initially, intelligent agents will assist operators in researching and preparing offers. Subsequently, with reliable infrastructure, appropriate controls, and explicit authorizations, they will be able to take on increasingly complex operational tasks.
And human control, especially in the most sensitive decisions, will remain an essential element.
Il futuro del travel potrebbe iniziare da una semplice richiesta
The real revolution won't necessarily be seeing an artificial intelligence autonomously buy a plane ticket.
It will be possible to express a travel need naturally, allowing intelligent systems to communicate with platforms, companies, and suppliers to build the most suitable solution.
Questo cambiamento potrebbe ridisegnare il ruolo degli intermediari, trasformare le modalità di accesso ai contenuti aerei e creare nuove opportunità per agenzie, consolidatori e operatori tecnologici.
After decades of making fare searches faster, the industry may be entering a whole new phase: one in which we no longer have to learn how to query systems, but rather the systems understand what we actually need.
Sources and references
Phocuswright – Travel Innovation and Technology Trends 2026: evoluzione dell’AI e dei sistemi agentici nel travel.
Phocuswright – Budgets, Barriers and the Race to Agentic AI: adozione dell’AI agentica nelle imprese turistiche, febbraio 2026.
IATA – Modern Airline Retailing: Evolution of NDC, Offers & Orders, and Airline Distribution Models.
IATA – Dynamic Offers: customization of offers, continuous pricing, and dynamic bundling.
PhocusWire – Travel visibility, trust and conversion: nuove opportunità e criticità dell’Agentic Commerce, luglio 2026.
By Guido Deiana and Daniele Di Stefano
