Spotnana CEO: AI Cuts Travel Servicing Costs by Half

AI Redefines Post-Booking Economics

Steve Singh, Chief Executive Officer of travel technology firm Spotnana, is set to present at the Skift Global Forum in New York City from September 22–24, 2026. Singh will argue that artificial intelligence (AI) holds the key to significantly reducing post-booking travel servicing costs, potentially by 50% or more.

His presentation challenges the industry's traditional focus on the search and booking phases of travel, contending that the true value and profit margins are found in the often-overlooked work that occurs after a trip is confirmed. This shift in perspective suggests a re-evaluation of where resources and innovation should be directed within the travel sector.

Automating Routine Tasks

Spotnana's current AI applications demonstrate this potential by handling routine post-booking tasks that traditionally consumed significant human agent time. These include processing cancellations, managing unticketed flights, and executing refunds. By automating these repetitive functions, Spotnana reports substantial labour cost savings for its clients and partners.

This automation strategy aims to free human travel agents from manual queues, allowing them to redirect their efforts towards more intricate customer service scenarios that require a personal touch and deeper problem-solving skills, thereby enhancing the overall traveller experience through more personalised and proactive support.

Evolving Traveller Expectations and Curation

Singh also addresses the evolving expectations of travellers, who increasingly demand consistent assistance throughout their entire journey, regardless of where a booking change originates. To meet this, Spotnana has built direct connections with leading travel providers, ensuring that booking modifications are synchronised across all systems.

Furthermore, as conversational AI becomes more prevalent in booking experiences, the challenge of content curation grows. Spotnana aims for a 95% accuracy rate in presenting travellers with their preferred options, even when the AI narrows down choices from a comprehensive list.

This focus extends to allowing natural language queries for highly specific requests, such as a high-floor hotel room with an ocean view and early check-in.

Implications for Asian Travel Operators

The insights from Spotnana's CEO have significant implications for Asian travel operators, including major airlines, online travel agencies, and hotel groups across the region.

With high volumes of transactions and customer service interactions, particularly in markets like India, China, and Southeast Asia, the ability to halve servicing costs through AI adoption could translate into substantial operational efficiencies and competitive advantages.

Asian carriers and hospitality chains that invest in similar AI-driven post-booking solutions may see improved customer satisfaction and reallocate human capital to higher-value guest interactions. Conversely, those slower to adopt these technologies could face increased cost pressures and a decline in service responsiveness compared to more agile rivals.