RIVIERA MAYA — Automation and artificial intelligence were a big focus at TTAND’s 2025 ‘Leading the Way’ conference, designed to make life easier for agents.

“We believe the same old, same old is not going to cut it. We believe that using AI, using technology like that, we have to have that to be successful,” said Flemming Friisdahl, founder and CEO of The Travel Agent Next Door.

“For me, the biggest joy I have is building technology for agents,” he said. “That’s why we’ve added two more developers, which has increased our team by 40%.”

TTAND is looking to adopt AI in areas such as personalized marketing, recommendation engines, data analysis and insights, data validation and fraud detection, and sales predictions and analytics.

Some 78% of travellers prefer agencies that offer personalized service, said Raj Gautam, TTAND’s head of engineering and design, during a session on AI.

“AI will never replace travel agents,” he said. “Clients still need your empathy, experience and judgement.”

However, agents can save two to three hours a day by automating quotes, follow-ups and research, and get three times more engagement with AI-powered emails and social posts, he said. They can also spot booking trends early with predictive analysis and get tailored trip suggestions in less than two seconds using smart data analysis.

Many tools are simple and affordable for small agencies, said Gautam, and agents don’t need to be tech-savvy to use them. He recommends looking for areas where they can adopt AI, such as task management, trip research, client communications and social media.

“Think of AI as your partner — it’s not your competitor,” he said. AI won’t replace travel agents, but “travel agents who use AI will outshine those who don’t.”

The reason consumers book with travel agents is because of the “human touch,” said Friisdahl.

“I believe strongly that the reason … we’re successful with the suppliers, we’re successful with the consumers, is because of the interaction [with agents].”

Other announcements at the conference include a new hub for agents, which was in beta testing with about 125 agents and is now being rolled out to all agents (the current hub will retire on June 30). It offers faster service, a different look-and-feel and the ability for customization. For example, agents can customize it to see just the BDMs from their province.

While TTAND launched a new all-inclusive booking engine in March, it will also be launching an itinerary builder on April 22 — featuring real-time flight availability — that integrates with ClientLinq to simplify the invoicing process.

And, TTAND will now be working with Farenexus, which will provide travel agents with access to GDS and NDC pricing and content.

At the conference, TTAND announced a new partnership with Flex Pay by Upgrade, which offers flexible financing options to customers so they can spread the cost of travel over time with fixed monthly payments. There are no hidden fees and there’s no cost to agents, according to Denise Heffron, the company’s managing director for commercial and Canada.

While other financing options exist for consumers, “Flexpay was built for travel and we built it with travel agents, travel partners and travellers in mind every single step of the way,” she said.

Agents will have access to an account manager, call centre and portal where they can self-register and self-train; they’ll also have access to marketing assets. Everything is available in French and English.

“We’re also looking at a dynamic packaging program that we really want to launch,” said Friisdahl. Dynamic packaging would combine air, accommodations and car rentals, but instead just one vendor or one product, agents would be able to choose from a variety of vendors and products.

While Friisdahl doesn’t know what the future holds, expansion isn’t off the table. While he says the timing isn’t perfect right now, there are a lot of agents in the U.S. asking to be part of TTAND.

“So would that be something we would look at? I wouldn’t take that off the table,” he said. “I’ve always wanted to go into the U.K., and I’d kind of like to go into Australia. So those are things that are on the back of my mind.”

This year’s conference was sponsored by Air Canada Vacations and Iberostar Hotels & Resorts.

Next year’s conference will take place at sea: on the Celebrity Silhouette over the course of an eight-day cruise with stops in Curacao, Aruba and Bonaire.

Click here for more coverage from TTANDʻs 2025 conference