Helloworld CEO Andrew Burnes has taken aim at artificial intelligence, arguing distrust in the technology will ultimately benefit travel agents.
Speaking during the consortium’s half-year results call, Burnes said AI had already proven “untrustworthy”, suggesting consumers remain unsure which parts of the technology they can rely on.
He pointed to a recent incident in New York in which thousands reportedly attended a fireworks event that did not exist – an example he said highlighted the risks of relying on AI-generated information.
“This will work in our favour,” Burnes told investors, arguing that growing scepticism would reinforce the value of professional travel advisors.
While acknowledging AI would help improve efficiency within Helloworld, Burnes stressed that human agents would remain critical to the business — particularly given the consortium’s average customer age of 55.
“Connection and people are essential in helping customers book holidays,” he said.
The comments stand in contrast to Flight Centre’s results earlier in the day, which emphasised automation and productivity gains.
Flight Centre’s corporate division delivered record half-year results as efficiency improvements, technology investments and lower staffing levels drove accelerated profit growth. Total transaction value per employee rose 13 per cent year-on-year, with productivity across the group now exceeding $1 million per employee. Corporate CEO Chris Galanty said reduced staffing had contributed to the gains.
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