Trip.com japan Focuses on Personalized Support & Adapting to Travel Trends
At Tourism EXPO Japan 2025, โขTomoyuki Takada, CEO of Trip.com Internationalโ Travel Japan, highlighted the company’s commitment toโข a โextensive โsupport systemโค for travelers, ranging from AI-powered app features toโข a dedicated, Japanese-speaking customer service team.
Trip.com has launched ‘TripGenie,’ an AIโ travel assistant designed to enhance the travel experience. The tool offers real-time translation, utilizes camera scanning to translate restaurant โmenus and provide dish descriptions, and employs โimage recognition to deliver Japanese-languageโค guidance at tourist destinations. Takada explained that Trip.com’s AI advancement is focused on twoโฃ key areas: business applications and consumer personalization. โ”For consumers, AI development โฃisโข synonymous with promoting a certain kind ofโฃ personalization. By inputting a company’s own data into AI, it can make more in-depth suggestions,” he stated.
Underpinning this technology is a robust customer support โinfrastructure. Trip.com operates a 24-hour Japanese-speaking customer support center staffed byโฃ over 100โ employees. โTakada emphasized theโ company’s strength โin handling issues internally, thanks to strong collaboration between its product, technology, sales, and call centerโค teams. He also affirmed Trip.com’s dedication toโค adhering to โJapanese business practices โขand lawsโ to ensure quality control.
Discussing current travel trends, Takada โnoted the โrecovery of outbound travel from Japan, especially to long-haul destinations like โEurope and Hawaii, primarily driven by customers who previously paused international travel due โto currency exchange rates. He identified aโข barrier to furtherโฃ growth:โฃ potential travelers’ anxieties surrounding language and travel โฃlogistics. Trip.com aims to alleviate these concerns through its support services, encouraging โขmore people โto โฃtravel abroad.
Inboundโ travel to Japan is also experiencing โขgrowth, โขfueled by expanded regional routes โฃfrom neighboring Asian countries.Takada pointed โto a shiftโ in the Korean market, observing that flight bookings โfromโฃ Seoul to โขshanghai have recently surpassed those to โฃTokyo, attributed to lower hotel prices in Shanghai.
“the tide might potentially โbe turning,” Takada said. “inโ order toโค attractโ tourists toโ Japan, it will be significant to prepare facilities to accommodate them and showcase the appeal of the regions.” โhe โขparticipated in a talk session with aviation and travel analyst Takataro toriumi, discussing these trends and โthe potentialโ of AI in travel.