MakeMyTrip says AI agents cannot replace dedicated travel platforms
MakeMyTrip leadership argues that general AI models lack the operational accountability and local inventory data required to replace integrated travel booking platforms.
MakeMyTrip Group CEO Rajesh Magow stated during the company's Q2 FY27 earnings call that general-purpose AI assistants are incapable of replacing established travel platforms, specifically in complex markets like India. Magow emphasized that while AI tools are beneficial, they lack the legal and logistical accountability required when travel plans go awry, nor do they possess the granular, transactional data accumulated by industry incumbents.
The company’s internal AI assistant, Myra, currently manages over 90,000 conversations daily and supports 3,000 bookings. According to the company, users primarily engage the bot for assistance during the booking process rather than completing full transactions autonomously. Despite this, Myra successfully resolves over 53 percent of post-booking queries, significantly reducing operational overhead.
Financially, MakeMyTrip is shifting its focus away from the cooling domestic air travel sector, which has seen a 7 percent drop in departures and significant price hikes. Growth is instead being driven by hotels, bus services, and intercity cabs, which now account for 63.2 percent of gross bookings. The company intends to continue refining its AI strategy while maintaining its position as a primary point of contact for service fulfillment.