With shifting priorities from tech efficiency to empathy, travel trends will prioritise human-centric strategies for meaningful experiences in 2025, says Rajdev Bhattacharya.
Iam no astrologer. However, having spent over 30 years in this space, I have come to understand that the travel industry is not just about technology or efficiency; it is about people. At the heart of every successful travel programme lies a deep understanding of human connection.
While I cannot predict what will surely happen, I can confidently say what it is not. In 2025, it is not about predicting every trend or chasing the latest tools—it is about focusing on relationships with travellers, teams, and our partners.
Here is my take on how every travel and hospitality professional can lead the way by connecting with what truly matters.
Key trends for 2025
I have adopted this concept for the last 10 years successfully. Corporate travel programmes have traditionally been shaped by the 3C principles: Cost, Control, and Convenience. In 2025, it will expand to the 4Es: Economy, Employee preferences, Environment, and Evolutionary technology.
Here are the trends redefining the industry:
Eco-friendly acts: Sustainability is not just a nice-to-have; it is a must-have. Today’s travellers expect organisations to align with their values by prioritising eco-friendly practices. For example, a recent report from Booking.com found that 76 per cent of travellers want to make sustainable choices in 2025. Implementing carbon-offset programmes or promoting green-certified accommodations can build trust and loyalty.
Hyper-personalisation: Let us face it, you and I crave experiences designed for just us. While AI-driven tools enable personalisation at scale, the human touch remains vital. Companies like Marriott International are leading the way, using data insights to craft experiences—from room preferences to local recommendations, that resonate on an individual level.
Rise of bleisure: With 89 per cent of business travellers expressing interest in adding leisure to work trips (according to a GBTA survey), the blending of business and leisure is no longer a fringe concept. Encouraging bleisure travel can increase employee satisfaction, reduce burnout, and create memorable travel experiences that benefit both employer and employee.
Safety and building trust: Safety protocols are non-negotiable, but care and compassion amplify their impact. Whether it is offering 24/7 support or communicating clear health measures, prioritising traveller’s well-being generates confidence and loyalty. In 2024, almost all airlines and hotel chains have demonstrated this by enhancing in-flight safety while providing flexible rebooking policies.
Technology enabling connection: While an AI-first approach will steal the limelight, I strongly believe technology should enhance the human experience, not replace it. I want to be the rider and not the horse. Tools like biometric check-ins and AI-powered chatbots simplify logistics, but the real value lies in how these tools free up time for meaningful human interactions. For instance, Accor hotels’ mobile app streamlines booking while offering curated local experiences.
Prioritising value over cost: One thing is for sure, we need to get ready for higher airfares and room rates globally. Tight budgets do not mean sacrificing quality. By focusing on flexibility and authenticity, travel managers can deliver impactful programmes within constraints. For example, dynamic pricing models allow businesses to secure better deals while addressing traveller preferences.
Mastering empathy: Empathy is the cornerstone of modern travel management. It allows you to anticipate traveller needs, breeds loyalty, and create meaningful experiences. In an industry that often prioritises efficiency, empathy ensures travellers feel valued and understood.
Consider this—a simple gesture, such as accommodating an employee’s personal preferences during a business trip or event, can transform a routine and monotonus journey into a positive experience. Empathy turns data into insights, policies into care, and transactions into long-term and meanigful relationships.
Practical approaches in 2025
Eco-conscious partnerships: Sustainability is not a checkbox; it is a commitment. Partner with vendors, who follows eco-friendly practices and transparently report on your programme’s environmental impact.
Leverage data for personalisation: Use AI tools to analyse traveller behaviours but always let empathy guide how insights are applied. Tailored recommendations can transform journeys into lasting memories.
Encourage work-life harmony: Introduce policies and strategies that make bleisure travel seamless for the customer. Partner with destinations to offer discounts on extended stays or family-friendly packages.
Prioritise safety with care: Beyond implementing safety measures, communicate with compassion and empathy. Proactive support such as wellness apps or 24/7 assistance can reassure travellers.
Adopt human-centric technology: Choose tech solutions that enhance connection like platforms, that enable easy itinerary changes or apps offering curated local experiences.
Focus on value creation: Align budgets with traveller needs and preferences. For example, flexible rebooking policies or bundled deals for frequent destinations can maximise impact without overspending.
Call to lead with connection
The future of travel management lies in building connection. I truly believe that by embracing empathy, prioritising people, and aligning with human-centric values, we can create strategies that resonate deeply with the traveller. As a travel leader, I have asked myself this simple question—how can I turn your next travel programme into a catalyst for human connection? The answer will define not just 2025 but the future of our industry.
(The views expressed are solely of the author. The publication may or may not subscribe to the same)
In 2025, the travel industry will emphasise the 4Es: Economy, Employee preferences, Environment, and Evolutionary technology
Beyond implementing safety measures, communicate with compassion. Proactive support like wellness apps can reassure travellers
Rajdev Bhattacharya, Global Head, Travel & Expenses, Wipro
