{"id":951156,"date":"2026-04-14T08:11:10","date_gmt":"2026-04-14T12:11:10","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/expedia-group-reveals-the-ai-trust-gap-travelers-embrace-ai-for-planning-but-rely-on-trusted-brands-to-book\/"},"modified":"2026-04-14T08:11:10","modified_gmt":"2026-04-14T12:11:10","slug":"expedia-group-reveals-the-ai-trust-gap-travelers-embrace-ai-for-planning-but-rely-on-trusted-brands-to-book","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/expedia-group-reveals-the-ai-trust-gap-travelers-embrace-ai-for-planning-but-rely-on-trusted-brands-to-book\/","title":{"rendered":"Expedia Group Reveals \u2018The AI Trust Gap\u2019: Travelers Embrace AI for Planning but Rely on Trusted Brands to Book"},"content":{"rendered":"<p>        <!--.bwalignc { text-align: center; list-style-position: inside }\n.bwlistdisc { list-style-type: disc }body {font:normal small Arial,Helvetica,sans-serif;color:#000;background-color:#fff;padding:24px;margin:0;} a img {border:0;} h3 {font-size:medium;color:#000;margin:0 0 1em 0; text-align:center;}-->  <\/p>\n<p class=\"bwalignc\"><b>Expedia Group Reveals \u2018The AI Trust Gap\u2019: Travelers Embrace AI for Planning but Rely on Trusted Brands to Book<\/b><\/p>\n<p class=\"bwalignc\"><i>New report finds nearly 70% of travelers prefer booking with trusted travel brands over AI chatbots and agents<\/i><\/p>\n<p>SEATTLE&#8211;(<a href=\"http:\/\/www.businesswire.com\">BUSINESS WIRE<\/a>)&#8211;<br \/>\nToday <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fexpediagroup.com%2F&amp;esheet=54497986&amp;newsitemid=20260414532485&amp;lan=en-US&amp;anchor=Expedia+Group&amp;index=1&amp;md5=3fc32171a3a2f59e175bf2e0199bf2dd\">Expedia Group<\/a> released <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fpartner.expediagroup.com%2Fen-us%2Fresources%2Fblog%2Fai-trust-gap-why-travelers-continue-to-choose-trusted-brands&amp;esheet=54497986&amp;newsitemid=20260414532485&amp;lan=en-US&amp;anchor=The+AI+Trust+Gap+report&amp;index=2&amp;md5=66475b7fcb85c5ee73c727b3f9b9f79b\">The AI Trust Gap report<\/a>, revealing a growing disconnect between how travelers use AI chatbots and agents and where they book. While AI is quickly becoming a go-to tool for trip planning and inspiration, travelers still overwhelmingly rely on trusted travel brands for booking and support.<\/p>\n<p id=\"news-body-cta\">This press release features multimedia. View the full release here: <a href=\"https:\/\/www.businesswire.com\/news\/home\/20260414532485\/en\/\" rel=\"nofollow\">https:\/\/www.businesswire.com\/news\/home\/20260414532485\/en\/<\/a><\/p>\n<div id=\"bwbodyimg\" style=\"width: 480px;float:left;padding-left:0px;padding-right:20px;padding-top:0px;padding-bottom:0px\"><img decoding=\"async\" src=\"https:\/\/mms.businesswire.com\/media\/20260414532485\/en\/2772352\/4\/Infographic_-1920x1080-Landscape_%281%29.jpg\" alt=\"Expedia Group's AI Trust Gap report reveals a growing disconnect between how travelers use AI chatbots and agents and where they book\" \/><\/p>\n<p style=\"font-size:85%\">Expedia Group&#8217;s AI Trust Gap report reveals a growing disconnect between how travelers use AI chatbots and agents and where they book<\/p>\n<\/div>\n<p>\nThe Expedia Group survey, which interviewed more than 5,700 adults across the U.S., U.K., and India, highlights a defining shift in travel: AI is reshaping discovery, but trust \u2014 not technology \u2014 is the deciding factor in where travelers transact.<\/p>\n<p><b>Travelers embrace AI for discovery and planning<\/b><\/p>\n<p>\nExpedia Group research shows that travelers are open to using AI chatbots and agents to help with planning a trip:<\/p>\n<ul class=\"bwlistdisc\">\n<li>\n53% are comfortable letting AI suggest travel options<\/p>\n<\/li>\n<li>\n42% use or would use AI to monitor prices<\/p>\n<\/li>\n<li>\n40% use AI to help build itineraries<\/p>\n<\/li>\n<li>\nNearly half (48%) say AI saves them time and helps them discover places they wouldn\u2019t have found otherwise<\/p>\n<\/li>\n<\/ul>\n<p><b>However, traditional channels still dominate trip planning<\/b><\/p>\n<p>\nEven as travelers experiment with AI, familiar tools continue to lead in the planning phase:<\/p>\n<ul class=\"bwlistdisc\">\n<li>\nOnly 8% of travelers in the U.S. and U.K. currently rely on AI chatbots and agents, such as ChatGPT or Gemini, when planning a trip<\/p>\n<\/li>\n<li>\nBy comparison, 59% use search engines<\/p>\n<\/li>\n<li>\nAnd 49% use online travel agencies<\/p>\n<\/li>\n<\/ul>\n<p><b>When it\u2019s time to book, travelers still turn to trusted brands<\/b><\/p>\n<p>\nDespite growing comfort with using AI in the planning phase, travelers are not ready to transact with the technology: The AI Trust Gap is most pronounced at the point of purchase, where travelers clearly favor trusted travel brands over AI booking tools:<\/p>\n<ul class=\"bwlistdisc\">\n<li>\nThe majority, 68%, prefer to book with a trusted travel brand over AI chatbots and agents, even when AI booking is available<\/p>\n<\/li>\n<li>\nTwo-thirds (66%) say they would not trust an AI assistant to buy or book anything on their behalf<\/p>\n<\/li>\n<li>\nVery few (8%) feel comfortable booking through an AI platform<\/p>\n<\/li>\n<\/ul>\n<p>\nTravelers\u2019 concerns about AI-driven transactions center on:<\/p>\n<ul class=\"bwlistdisc\">\n<li>\nLoss of control (57%)<\/p>\n<\/li>\n<li>\nData\/payment detail privacy (57%)<\/p>\n<\/li>\n<li>\nMisuse of personal data (56%)<\/p>\n<\/li>\n<\/ul>\n<p><b>Travelers want accountability \u2013 not just automation<\/b><\/p>\n<p>\nAs a high-stakes category, travel amplifies the importance of trust in both technology and customer support . When something goes wrong, travelers expect reliable support and real accountability:<\/p>\n<ul class=\"bwlistdisc\">\n<li>\nMore than a third (40%) of travelers are concerned about poor customer service if something goes wrong after AI has made a purchase<\/p>\n<\/li>\n<\/ul>\n<p>\n&#8220;Travelers don&#8217;t have a technology problem with AI. They have a trust problem,&#8221; said Xavi Amatriain, Chief AI &amp; Data Officer at Expedia Group. &#8220;AI is already transforming how people plan, discover and experience travel. But travelers aren\u2019t interested in booking a trip through an AI chatbot, and what\u2019s holding them back isn\u2019t model quality or features. It\u2019s trust. Trust in travel isn\u2019t built through technology alone. It\u2019s built through real-world relationships and assets, strong customer support, and decades of deep industry knowledge. That kind of foundation takes time to build.&#8221;<\/p>\n<p><b>What this means for the travel ecosystem<\/b><\/p>\n<p>\nFor the travel industry, this creates both a challenge and an opportunity. Travelers are starting to plan their trips in new places \u2014 AI assistants, conversational search, and social platforms \u2014 but they are still booking and managing their trips where trust is strongest. This fragmentation makes distribution more complex, but also more critical across the full journey.<\/p>\n<p>\nThe opportunity lies in offering innovative, AI-powered experiences at every stage of the traveler journey, while being the trusted place where travelers discover, book, manage, and complete their trips.<\/p>\n<p>\nTo read more about The AI Trust Gap in travel and explore additional findings, <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fpartner.expediagroup.com%2Fen-us%2Fresources%2Fblog%2Fai-trust-gap-why-travelers-continue-to-choose-trusted-brands&amp;esheet=54497986&amp;newsitemid=20260414532485&amp;lan=en-US&amp;anchor=visit+the+Expedia+Group+partner+blog&amp;index=3&amp;md5=f280bf17872fba498319ce11ea4b7cdd\">visit the Expedia Group partner blog<\/a>.<\/p>\n<p><b>Methodology<\/b><\/p>\n<p>\nThe AI Trust Gap research, which was commissioned by Expedia Group and conducted by YouGov, surveyed more than 5,700 adults across the U.S., U.K., and India from March 10-25, 2026. The survey explored attitudes toward AI across the full travel journey, including planning, booking, and in-trip support, as well as trust, concerns, and future expectations.<\/p>\n<p><b>About Expedia Group<\/b><\/p>\n<p>\nExpedia Group, Inc. (NASDAQ: EXPE) is the global travel marketplace with one purpose: to help travelers explore the world, one journey at a time. Expedia Group\u2122 connects travelers, partners, and advertisers through its trusted brands, leading technology, and rich first-party data, delivering predictive, personalized experiences that shape the future of travel.<\/p>\n<p>\nExpedia Group\u2019s ecosystem includes three flagship consumer brands \u2013 Expedia\u00ae, Hotels.com\u00ae, and Vrbo\u00ae \u2013 the largest B2B travel business, and a premier advertising network. Guided by an experienced and passionate global team, Expedia Group helps millions of travelers in more than 70 countries explore the world with confidence and ease.<\/p>\n<p>\n\u00a9 2026 Expedia, Inc., an Expedia Group company. All rights reserved. Expedia Group and the Expedia Group logo are trademarks of Expedia, Inc. CST: 2029030-50.<\/p>\n<p><img decoding=\"async\" alt=\"\" src=\"https:\/\/cts.businesswire.com\/ct\/CT?id=bwnews&amp;sty=20260414532485r1&amp;sid=flmnd&amp;distro=nx&amp;lang=en\" style=\"width:0;height:0\" \/><span class=\"bwct31415\" \/><\/p>\n<p id=\"mmgallerylink\"><span id=\"mmgallerylink-phrase\">View source version on businesswire.com: <\/span><span id=\"mmgallerylink-link\"><a href=\"https:\/\/www.businesswire.com\/news\/home\/20260414532485\/en\/\" rel=\"nofollow\">https:\/\/www.businesswire.com\/news\/home\/20260414532485\/en\/<\/a><\/span><\/p>\n<p><a rel=\"nofollow\" href=\"mailto:press@expedia.com\">press@expedia.com<\/a><\/p>\n<p><b>KEYWORDS:<\/b> Washington Europe United States United Kingdom North America<\/p>\n<p><b>INDUSTRY KEYWORDS:<\/b> Lodging Destinations Technology Vacation Travel Air Transport Software Artificial Intelligence Internet Other Travel<\/p>\n<p><b>MEDIA:<\/b><\/p>\n<table cellpadding=\"3\" cellspacing=\"3\">\n<tr>\n<td><font face=\"Arial\" size=\"2\"><b>Photo<\/b><\/font><\/td>\n<\/tr>\n<tr>\n<td><img decoding=\"async\" src=\"https:\/\/mms.businesswire.com\/media\/20260414532485\/en\/2772352\/3\/Infographic_-1920x1080-Landscape_%281%29.jpg\" alt=\"Photo\" \/><\/td>\n<\/tr>\n<tr>\n<td><font face=\"Arial\" size=\"2\">Expedia Group&#8217;s AI Trust Gap report reveals a growing disconnect between how travelers use AI chatbots and agents and where they book<\/font><\/td>\n<\/tr>\n<tr>\n<td><font face=\"Arial\" size=\"2\"><b>Logo<\/b><\/font><\/td>\n<\/tr>\n<tr>\n<td><img decoding=\"async\" src=\"https:\/\/mms.businesswire.com\/media\/20260414532485\/en\/2772346\/3\/EG_Corp_Guidelines_2026_Logo-Stacked-Cobalt-Blue_NoTM_RGB.jpg\" alt=\"Logo\" \/><\/td>\n<\/tr>\n<tr>\n<td><font face=\"Arial\" size=\"2\"><\/font><\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":"<p>Expedia Group Reveals \u2018The AI Trust Gap\u2019: Travelers Embrace AI for Planning but Rely on Trusted Brands to Book New report finds nearly 70% of travelers prefer booking with trusted travel brands over AI chatbots and agents SEATTLE&#8211;(BUSINESS WIRE)&#8211; Today Expedia Group released The AI Trust Gap report, revealing a growing disconnect between how travelers use AI chatbots and agents and where they book. While AI is quickly becoming a go-to tool for trip planning and inspiration, travelers still overwhelmingly rely on trusted travel brands for booking and support. This press release features multimedia. View the full release here: https:\/\/www.businesswire.com\/news\/home\/20260414532485\/en\/ Expedia Group&#8217;s AI Trust Gap report reveals a growing disconnect between how travelers use AI chatbots and agents and where &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/www.marketnewsdesk.com\/index.php\/expedia-group-reveals-the-ai-trust-gap-travelers-embrace-ai-for-planning-but-rely-on-trusted-brands-to-book\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Expedia Group Reveals \u2018The AI Trust Gap\u2019: Travelers Embrace AI for Planning but Rely on Trusted Brands to Book&#8221;<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-951156","post","type-post","status-publish","format-standard","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Expedia Group Reveals \u2018The AI Trust Gap\u2019: Travelers Embrace AI for Planning but Rely on Trusted Brands to Book - Market Newsdesk<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.marketnewsdesk.com\/index.php\/expedia-group-reveals-the-ai-trust-gap-travelers-embrace-ai-for-planning-but-rely-on-trusted-brands-to-book\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Expedia Group Reveals \u2018The AI Trust Gap\u2019: Travelers Embrace AI for Planning but Rely on Trusted Brands to Book - Market Newsdesk\" \/>\n<meta property=\"og:description\" content=\"Expedia Group Reveals \u2018The AI Trust Gap\u2019: Travelers Embrace AI for Planning but Rely on Trusted Brands to Book New report finds nearly 70% of travelers prefer booking with trusted travel brands over AI chatbots and agents SEATTLE&#8211;(BUSINESS WIRE)&#8211; Today Expedia Group released The AI Trust Gap report, revealing a growing disconnect between how travelers use AI chatbots and agents and where they book. While AI is quickly becoming a go-to tool for trip planning and inspiration, travelers still overwhelmingly rely on trusted travel brands for booking and support. This press release features multimedia. View the full release here: https:\/\/www.businesswire.com\/news\/home\/20260414532485\/en\/ Expedia Group&#8217;s AI Trust Gap report reveals a growing disconnect between how travelers use AI chatbots and agents and where &hellip; Continue reading &quot;Expedia Group Reveals \u2018The AI Trust Gap\u2019: Travelers Embrace AI for Planning but Rely on Trusted Brands to Book&quot;\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.marketnewsdesk.com\/index.php\/expedia-group-reveals-the-ai-trust-gap-travelers-embrace-ai-for-planning-but-rely-on-trusted-brands-to-book\/\" \/>\n<meta property=\"og:site_name\" content=\"Market Newsdesk\" \/>\n<meta property=\"article:published_time\" content=\"2026-04-14T12:11:10+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/mms.businesswire.com\/media\/20260414532485\/en\/2772352\/4\/Infographic_-1920x1080-Landscape_%281%29.jpg\" \/>\n<meta name=\"author\" content=\"Newsdesk\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Newsdesk\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/expedia-group-reveals-the-ai-trust-gap-travelers-embrace-ai-for-planning-but-rely-on-trusted-brands-to-book\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/expedia-group-reveals-the-ai-trust-gap-travelers-embrace-ai-for-planning-but-rely-on-trusted-brands-to-book\\\/\"},\"author\":{\"name\":\"Newsdesk\",\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/#\\\/schema\\\/person\\\/482f27a394d4fda80ecb5499e519d979\"},\"headline\":\"Expedia Group Reveals \u2018The AI Trust Gap\u2019: Travelers Embrace AI for Planning but Rely on Trusted Brands to Book\",\"datePublished\":\"2026-04-14T12:11:10+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/expedia-group-reveals-the-ai-trust-gap-travelers-embrace-ai-for-planning-but-rely-on-trusted-brands-to-book\\\/\"},\"wordCount\":942,\"image\":{\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/expedia-group-reveals-the-ai-trust-gap-travelers-embrace-ai-for-planning-but-rely-on-trusted-brands-to-book\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/mms.businesswire.com\\\/media\\\/20260414532485\\\/en\\\/2772352\\\/4\\\/Infographic_-1920x1080-Landscape_%281%29.jpg\",\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/expedia-group-reveals-the-ai-trust-gap-travelers-embrace-ai-for-planning-but-rely-on-trusted-brands-to-book\\\/\",\"url\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/expedia-group-reveals-the-ai-trust-gap-travelers-embrace-ai-for-planning-but-rely-on-trusted-brands-to-book\\\/\",\"name\":\"Expedia Group Reveals \u2018The AI Trust Gap\u2019: Travelers Embrace AI for Planning but Rely on Trusted Brands to Book - 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Market Newsdesk","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.marketnewsdesk.com\/index.php\/expedia-group-reveals-the-ai-trust-gap-travelers-embrace-ai-for-planning-but-rely-on-trusted-brands-to-book\/","og_locale":"en_US","og_type":"article","og_title":"Expedia Group Reveals \u2018The AI Trust Gap\u2019: Travelers Embrace AI for Planning but Rely on Trusted Brands to Book - Market Newsdesk","og_description":"Expedia Group Reveals \u2018The AI Trust Gap\u2019: Travelers Embrace AI for Planning but Rely on Trusted Brands to Book New report finds nearly 70% of travelers prefer booking with trusted travel brands over AI chatbots and agents SEATTLE&#8211;(BUSINESS WIRE)&#8211; Today Expedia Group released The AI Trust Gap report, revealing a growing disconnect between how travelers use AI chatbots and agents and where they book. While AI is quickly becoming a go-to tool for trip planning and inspiration, travelers still overwhelmingly rely on trusted travel brands for booking and support. This press release features multimedia. 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