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Travel has been anything but business as usual in Southeast Asia over the past few months. Indonesia’s Mount Lewotobi Laki‑Laki has experienced multiple eruptions since May, triggering ash clouds that have disrupted flights to and from Bali. Meanwhile, travellers found themselves stranded amid cancelled flights, submerged highways, and temporary airport shutdowns as Typhoons Kajiki and Wipha unleashed torrents across Vietnam and the region. In mid-July, Typhoon Wipha grounded more than 100 domestic flights, leaving roughly 8,695 air travellers stranded across the Philippines.

While natural disasters such as typhoons and volcanic eruptions are inevitable, transparent and timely communication can at least help bring some calm amid chaos. Frustration from flight cancellations or frequent gate changes often arises not from the disruptions themselves, but because they aren’t managed promptly. Long response times only trigger further anxiety.

Samantha Richardson – Executive Engagement Director, Twilio

In the age of AI, the human touch in communication matters more than ever during travel disruptions. In APJ, 75% of consumers say it’s essential that AI-powered brand interactions still feel human-like. Travellers aren’t just seeking efficiency, but connection. When travellers think they are misunderstood or trapped in endless loops of robotic responses, their frustration skyrockets.

This is where conversational AI agents shine. They can instantly resolve simple requests, escalate emergencies to human teams, and craft context-aware responses in each traveller’s preferred language and channel. When these agents step in, they’re not starting from scratch. They have context on where the customer is, what they’ve booked, and how they’ve responded to past situations. Hence, the conversation begins with empathy, instead of a list of identity-verifying questions. Conversational AI can understand intent, handle open-ended questions, and hold nuanced, multi-step conversations while adapting to tone and context.

Travellers are instantly informed about safety measures, cancellations, and emergency arrangements, which makes them feel supported. By taking charge of routine tasks, AI agents can free up human agents to focus on critical, high-impact moments. For example, if a delay is detected, an AI agent can immediately propose new transfer options and proactively notify hotels of delayed arrivals so that travellers can breathe easier amid a crisis.

In an era of escalating climate volatility, travellers yearn for reassurance and guidance to navigate travel uncertainty. While disruptions are often unavoidable, what travellers remember is how (and how quickly) these are handled. A seamless experience isn’t defined by when everything goes right, but by how brands turn disruptions into moments of trust through real-time, individualised care.