In an ever-evolving travel landscape, Henk van der Velde, the Regional Director of Flights for Southern Europe, Benelux, LATAM, and Africa at Trip.com Group, offers unique insights into the role of cutting-edge technology in shaping the future of the travel industry. With a focus on enhancing the booking experience, van der Velde's leadership has been pivotal in optimizing flight supply and fostering strategic partnerships across multiple regions. Since joining Trip.com Group in 2019, he has been instrumental in strengthening airline relationships and driving the company's growth internationally.
In a recent interview, van der Velde discussed the transformative power of mobile technology, artificial intelligence (AI), and emerging innovations like virtual reality (VR) and augmented reality (AR) in reshaping the way travelers plan and experience their journeys. Mobile apps, particularly Trip.com's, have simplified the booking process, making it intuitive and accessible. AI-driven tools like TripGenie are revolutionizing personalization, while VR and AR are enhancing destination marketing by offering travelers immersive previews of their trips.
With real-time data analytics driving operational efficiency, and the rise of autonomous technologies expected to further streamline travel, van der Velde outlined how Trip.com Group is working to connect every part of the traveler's journey -- from the first click to the final destination. His insights showcase the exciting future of travel, driven by technology and personalized customer experiences.
Henk van der Velde serves as Regional Director of Flights, Southern Europe, Benelux, LATAM & Africa at Trip.com Group, where he leads the flight supply team and drives strategic partnerships across key markets. Since joining Trip.com Group in 2019, Henk has played a pivotal role in strengthening airline relationships, optimising supply performance, and supporting the company's international growth.
How has the introduction of mobile technology and apps transformed the booking experience for travellers globally?
Mobile technology has completely redefined how people plan and manage their journeys. For flights, in particular, mobile apps have turned what used to be a complex, multi-step process into something frictionless and intuitive. At Trip.com Group, our app is a one-stop destination for travellers -- bringing together everything they need to plan, book, and experience their journey effortlessly. Travellers can compare multi-airline routes, pay in local currencies, manage disruptions, and access support all in one place. This is especially critical for international travellers who might be connecting across different carriers and regions. Mobile-first design is no longer just about convenience -- it's about empowering smarter flight discovery, smoother payments, and higher traveller confidence across borders.
In what ways have advancements in artificial intelligence and machine learning improved personalization in the travel industry?
AI and machine learning are transforming how we match travellers with the right journeys. On the flight side, this means analysing real-time demand patterns, historical booking data, and user preferences to present the most relevant routes and schedules.
Our TripGenie AI assistant is a great example -- it helps users plan trips, compare flight options, track changes, and even translate at the airport. With usage up 125% year-on-year, it's proof that travellers are embracing AI as a trusted co-pilot.
Ultimately, AI enables us to shift from simply selling flights to curating meaningful travel experiences, personalised to each customer's purpose and context.
Our AI tools will make travel booking processes more seamless and hassle-free providing insight and support where needed to truly enhance the customer experience across the world.
How has the development of virtual reality (VR) and augmented reality (AR) technologies changed the way destinations are marketed to potential travelers?
While VR and AR have traditionally been tools for destination marketing, they're increasingly relevant for airline and route marketing too. Travellers want to "see" what their journey will feel like before they fly -- from the cabin experience to the destinations connected by that route.
For travellers, the journey itself is becoming just as important as the destination. Transport is no longer seen as simply moving from A to B -- it's expected to be a seamless, stress-free experience that sets the tone for the entire trip. The flight marks both the beginning and the end of a traveller's story, and it plays a vital role in shaping their overall satisfaction. VR and AR technologies support this by helping travellers make more informed, confident choices -- selecting the journey that best fits their preferences and expectations.
What impact have real-time data analytics had on optimizing travel operations and enhancing the traveller experience?
Real-time data is at the heart of modern aviation strategy. For airlines, Trip.com Group's flight data and search insights help identify emerging corridors, optimise capacity, and even shape new routes based on traveller intent.
For travellers, that same data powers live flight updates and predictive rebooking tools that reduce friction during disruptions.
It's a win-win: airlines operate more efficiently, and customers enjoy a more reliable, personalised journey. Data has become the bridge between operational excellence and traveler satisfaction.
How do emerging technologies, such as autonomous vehicles and drones, anticipate shaping the future of transportation within the travel industry?
Autonomous technologies will make the travel ecosystem even more connected. While they may not directly impact commercial aviation yet, they will transform the first and last mile of air travel -- from automated airport transfers to drone-enabled baggage logistics and airport operations.
As a global travel platform, Trip.com Group is closely watching how these technologies integrate with flight travel. The goal is a seamless, door-to-door experience where travellers move from home to gate to destination with zero friction.
For us, the exciting challenge is ensuring our digital ecosystem connects all these new mobility layers into one unified, data-driven experience.
Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar. Across its platforms, Trip.com Group helps travellers around the world make informed and cost-effective bookings for travel products and services and enables partners to connect their offerings with users through the aggregation of comprehensive travel-related content and resources, and an advanced transaction platform consisting of apps, websites and 24/7 customer service centres. Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group has become one of the best-known travel groups in the world, with the mission "to pursue the perfect trip for a better world".