60% of Travelers Still Prefer Human Trip Planning over AI, New Civitatis Survey Finds

Why It Matters

The preference for human expertise underscores trust gaps that AI must overcome, shaping how travel platforms prioritize verification and curated content.

Key Takeaways

• 60% prefer human trip planning over AI.
• AI errors often involve outdated schedules and pricing.
• Travelers use AI mainly for inspiration, not final decisions.
• Over 65% of respondents are aged 46+.
• Civitatis launches “Travel is Human” campaign.

Pulse Analysis

The travel industry has witnessed an explosion of generative‑AI tools that promise instant itinerary ideas, price comparisons, and personalized recommendations. Yet the Civitatis poll reveals a paradox: despite easy access to AI, 60 % of respondents still lean on human experts for the final planning stage. This reluctance is not merely nostalgic; it reflects a broader skepticism about algorithmic accuracy, especially when travelers need up‑to‑date details for dynamic variables like opening hours, local events, and fluctuating fares. As AI becomes a common first‑stop, human validation remains the decisive factor.

Reliability concerns are at the heart of the trust deficit. Almost half of the surveyed travelers who have tried AI reported errors ranging from outdated schedules to incorrect pricing, problems that can derail a trip and erode confidence. The demographic skew—over 65 % of respondents are older than 46 and make multiple trips annually—amplifies the issue, as seasoned travelers prioritize certainty over novelty. For travel marketplaces, this signals a need to embed robust fact‑checking, real‑time data feeds, and transparent sourcing into their AI offerings to bridge the credibility gap.

Civitatis is turning the insight into action with its “Travel is Human” campaign and a refreshed mobile app that highlights verified reviews and live information. By positioning human curation as a competitive advantage, the company aims to differentiate itself in a crowded AI‑driven market. Other operators may follow suit, integrating hybrid models that combine AI’s speed with expert oversight. Ultimately, the sector’s growth will depend on how effectively it can marry automation with the trust that only seasoned human insight can deliver.