Digital Identity and AI Poised to Transform Travel

The travel industry is approaching a major turning point as artificial intelligence and self-sovereign identity (SSI) begin to converge, promising to revolutionize how travelers manage personal data and engage with service providers. At last week’s HITEC conference in Indianapolis, experts emphasized that while adoption has been slow, the momentum toward a more decentralized, personalized, and AI-enabled travel experience is accelerating.

Kim Hamilton Duffy, executive director of the Decentralized Identity Foundation (DIF), underscored the urgent need for change. With travelers required to manage a vast range of identity data—from passports to preferences—in compressed timeframes, centralized data silos are standing in the way of delivering seamless, hyper-personalized travel. The current experience, she said, lacks convenience and introduces unnecessary friction.

Nick Price, co-chair of DIF’s Hospitality & Travel Special Interest Group and former CIO of Mandarin Oriental Hotel Group, argued that decentralization puts control back in the hands of travelers. Rather than being forced to interact with separate apps at every step of the journey, SSI allows individuals to store and manage their data in one secure location. When travelers control their own data, they’re more likely to keep it current and relevant.

Price also pointed to the emergence of agentic AI—autonomous digital agents capable of managing trip planning and execution—as a critical development. However, he warned that for agentic AI to function effectively, both travelers and providers must be able to verify each other’s identities. “You can’t delegate responsibilities to an AI agent if you don’t know who or what you’re dealing with,” he said. Trust, he argued, must be built into the system.

The movement toward digital identity frameworks is gaining traction, particularly in Europe and Asia. Price cited ongoing efforts such as the European Digital Identity initiative and Bhutan’s national program as evidence that real-world adoption is advancing. Still, challenges persist. Michael Yeomans, senior vice president at Amadeus, pointed to fragmentation in hotel tech systems, especially in regions where not all vendors have migrated to the cloud. This lack of uniformity is slowing broader rollout efforts.

Speaking at a recent Phocuswright Europe session, industry leaders Gillian Jones of Condatis and Vikas Bhola of Neoke echoed the call for interoperability. While global and regional identity standards from organizations like IATA and the ICAO are helping, many providers are struggling to adapt to differing frameworks. Jones stressed that the traveler is the only constant across the journey, making them the logical custodian of their data in a truly connected trip.

AI remains central to this transformation. As Bhola put it, “If we imagine a world where end-to-end orchestration is in sight, AI is the missing link.” But Jones cautioned that the promise of AI can only be realized if paired with strong digital identity protections. Without proper mutual authentication between users and agents, she warned, the industry risks creating a digital “wild west.”

As the industry moves toward a more personalized and secure future, experts agree that collaboration, interoperability, and trust will be essential to make the connected trip a reality.

Tags: phocuswire, SyndicEx250629B

Digital Identity and AI Poised to Transform Travel

Related Posts