Podcast
Episode 3: Meet the Change-Makers at Internova Travel Group
Top travel destinations + why AI can’t replace travel advisors.
On a windy day in early spring, I traveled to New York City to the headquarters of Internova Travel Group, one of the world’s largest privately-held travel services companies. With over 6,000 travel agency locations and more than 100,000 travel advisors, Internova empowers that network to provide unrivaled expertise in all facets of leisure, corporate, luxury and entertainment travel, along with exceptional programs, products and support to deliver bespoke experiences to the traveler.
With sweeping views of the Manhattan skyline serving as our backdrop, I spoke with JD O’Hara, CEO, and Albert Herrera, Executive Vice President, about how Internova is constantly evolving in the travel industry, the emerging destination trends and why they think the job security of travel advisors will remain steady in the face of AI innovation.
Ultimately, the business of travel is a people-forward business, according to JD. He believes that AI can be used to help streamline a travel advisor’s administrative tasks, allowing them to focus on creating more bookings for clients. The medical community runs a distinct parallel. Akin to how a patient can technically run their bloodwork through ChatGPT, see what ailments are present and learn what medications should be prescribed, the preference to talk to a human doctor will always be a given. A high-net worth individual looking to book a luxury vacation will want a similar reassurance from their trusted advisor that their experience will be top-notch.
One of Internova’s top producing advisors, Josh Alexander, comes up as a prime example here. Albert tells the story of how Josh holds the record of the single longest booking at Le Royal Monceau in Paris – two years – in one of their largest suites. Because of the trust he established with his client, she now exclusively books her travel through Josh, even for simple overnight stays.
Sustainability and investing in carbon offsets are an important part of Internova’s strategy moving forward. Through a program called Green Circle, a portion of the proceeds from program and experience travel booked via the company’s advisors gets invested in compensating for emissions of carbon dioxide or other greenhouse gasses.
The enormous amount of data that Internova has accumulated makes them an industry authority on travel trends and destinations. The top three countries continue to be Italy, the United Kingdom and France – Albert sees these places come up like clockwork annually. But the fastest growing spots may surprise you, with Cambodia, Chile and Rwanda coming in as the top selections. And they would be remiss to not bring up ‘The White Lotus’ effect, with places like Koh Samui in Thailand becoming energized by the popularity of the hit MAX television series.
The definition of luxury travel is changing and evolving as people crave more unique experiences that help them slow down and really enjoy their time. JD speaks about how travelers are now paying more to sleep under the stars in Greenland than a traditional luxury resort. The reality is that people want something off the beaten path, an experience that’s unique and exciting. With shorter booking windows and last minute reservations becoming the norm, travel advisors must adapt.
To conclude our conversation, I asked our signature rapid fire questions. For Albert, he is hoping his upcoming getaway to Saint-Tropez is as wonderful as his recent trip to Japan, which is currently seeing a huge rise in travel popularity. JD reminisces on his family trip to Kenya last summer, where he felt more connection with his four kids than ever before. When looking at the glamour of travel in the past, both Albert and JD miss slowing down and truly enjoying your destination. For future travel innovation, JD speaks to the rising popularity of wellness travel and how smart advisors will begin shifting their strategies to cater to individuals looking for experiences that will enhance their physical, mental and spiritual well-being.
Thank you, JD and Albert, for a wonderful conversation, available now on Spotify, Apple Music or wherever you get your podcasts.
