Introduction

Kiwi.com, a global travel-tech company known for its innovative flight search and booking capabilities, partnered with Genway AI - A leading SaaS solution for AI-Powered User Interviews - to conduct qualitative research projects aimed at understanding current adoption and future expectation of AI in travel.  These insights, amongst others, will be used to shape Kiwi.com's AI development roadmap and make sure features meet customer needs. 

Methodology

Using Genway’s AI Agent, Kiwi.com carried out a series of Contextual Interviews (1-to-1 interviews) with members of their customer advisory panel, each interview lasted between 10 to 20 minutes. The interviews were guided by a brief developed through Genway’s proprietary “Craft with AI” framework, ensuring that the discussion topics were relevant, structured, and aligned with Kiwi.com’s research objectives. 

Results and Impact

Using Genway’s AI-Powered User Interviewing platform, Kiwi.com has collected 50 interview sessions with participants across 22 countries. 

Interviewees geographical distribution

Participants expressed diverse perspectives on the use of AI in travel and other areas of their lives. Many users utilize AI for professional tasks such as email drafting, coding assistance, and data analysis, appreciating the time-saving benefits and efficiency. However, when it comes to travel, users currently often find AI recommendations generic and lacking in personalization. Participants also expressed skepticism about AI's current capabilities in handling complex travel issues, such as booking flights and accommodations. 

Looking into the future, participants expressed a desire for more tailored AI suggestions that align with personal preferences and budget constraints. There is a common interest in AI tools that can offer off-the-beaten-path travel recommendations, optimize for personal preferences and budget constraints, and integrate real-time updates and user reviews to enhance trust and reliability. Some travellers are also interested in AI's potential to assist with language barriers, provide real-time travel updates, and offer predictive analytics for flight cancellations and delays.

Overall, while users appreciate AI's role in enhancing productivity and providing quick information, there is a clear demand for more advanced, personalized, and secure AI solutions in the travel sector. Users envision AI as a comprehensive travel assistant that can manage all aspects of travel planning, from itinerary creation to booking and real-time support, provided it addresses privacy concerns and offers reliable, context-aware assistance.

Besides the insightful feedback, participants also genuinely enjoyed the experience talking to an AI interviewer.  

Participant #1 - Estonia Well, uh, it's the first time I speak with an AI like this for so long, I would say, and this is a very interesting experience. I really like it and actually I want to use this kind of conversation to learn languages because, uh, it's a unique way how you can learn languages with, uh, partner, uh, but not a real partner, but AI partner. Thank you.

Participant #2 - Croatia It was great, I could choose the voice I'm hearing, it was almost like talking to a real person, but it was a real AI. So I really love it and it seems very useful. 

Participant #3 - Serbia To be honest, it was really easy. It was fast, the answers were, I mean, your response was really great and I think everybody should try it. It's not so scary or something like that. So yeah, it's like having a conversation with a friend, something like that.

About Kiwi.com Kiwi.com is a pioneering travel-tech company revolutionizing the way people book and experience travel. Renowned for its unique Virtual Interlining technology, Kiwi.com enables users to combine flights from carriers that don’t typically cooperate—bringing customers better route options and prices not available elsewhere. Trusted by millions of travelers worldwide, Kiwi.com provides a seamless, mobile-first booking experience that empowers users to explore more for less. With a strong focus on innovation, the company leverages AI and data-driven insights to continually optimize travel planning, making global travel smarter, simpler, and more accessible.

About Genway AI Genway AI specializes in AI-powered user research, enabling companies to collect in-depth insights through rapid, scalable, and qualitative interviews. By leveraging advanced AI capabilities, Genway AI helps brands make data-driven decisions to enhance user experience.