AI agents in travel and mobility: booking with evidence
Travel and mobility are among the first markets in which AI agents book at scale. For railways, airlines, hotels and platforms, the question is how to recognize legitimate agents and secure their bookings.
Leutrim Miftaraj, Founder, Innopulse Consulting GmbH
Published
Key points
- Travel and mobility are among the first markets with agent bookings at scale.
- Web Bot Auth signatures separate legitimate agents from scrapers.
- Bookings with payment additionally need proof of authority.
Starting point
Travelers let assistants search connections, compare prices and book. As a result, providers see more automated traffic on booking pages and interfaces. Some of it comes from customers' legitimate agents, some from scrapers or fraudsters. Classic bot detection treats both the same and, in doubt, also blocks the agent bringing a real booking.
Typical scenarios
- Booking by a personal assistant: an agent books train and hotel on a traveler's behalf within her budget.
- Rebooking during disruptions: when a train is canceled, the agent automatically rebooks onto the next connection and files compensation claims.
- Business travel: companies' agents book according to the travel policy, as described in the use case AI agent books business travel.
- Mobility passes: an agent manages rail passes or car-sharing subscriptions and renews them on time.
What must be verified
Providers first verify the origin: if the agent signs its requests following Web Bot Auth, it is proven which operator is asking. The booking itself needs proof of authority, such as a mandate with a budget or a signed purchase intent. For payment, the rules of strong customer authentication of the respective payment service apply.
Legal framework
Air passenger rights under Regulation (EC) No 261/2004 and the rules for package travel apply regardless of whether a person or an agent booked; the contract is concluded with the traveler if the agent acts with sufficient authority to act. In Switzerland, the Package Travel Act and the Code of Obligations apply. It is important that prices and conditions accepted by an agent remain traceable later.
Adoption
Providers start by deliberately admitting signed agents of known operators instead of hindering them with human tests. Next, they require proof of authority for bookings with payment and record offer, acceptance and payment as a receipt.
First steps in 30 days
- Week 1: analyze automated traffic for Web Bot Auth signatures and identify known operators.
- Week 2: admit signed agents of these operators deliberately instead of hindering them with human tests.
- Week 3: require proof of authority for bookings with payment and verify it with the engine.
- Week 4: keep offer, acceptance and payment as a receipt and include rebookings in verification.
Frequently asked questions
Should railways and airlines admit AI agents?
Agents bring bookings from real customers. It makes sense to admit signed agents of known operators deliberately and to require proof of authority for bookings.
Who is liable if an agent books incorrectly?
That depends on the mandate and the contract. If the agent acted within its authority to act, the booking is generally effective; the agent's mistakes concern the relationship between customer and operator.
Do air passenger rights also apply to bookings by an agent?
Yes. The rights attach to the flight and the passenger, not to who made the booking.
How do I tell agents from scrapers?
Through signatures following Web Bot Auth. Unsigned traffic remains a matter for bot detection.
How do I handle price changes during an agent booking?
If the price changes, it is a new action. The agent must check whether the new price lies within the mandate; otherwise it escalates to the traveler.
May agents book seats or extras?
If the mandate allows it. Extras have their own costs and therefore belong explicitly within the scope.
How do I handle group bookings by agents?
Group bookings are actions with a higher amount and several travelers. The mandate should explicitly allow them and set its own limit; above it, a person decides.
What applies to reduced fares?
Reductions often require proof, such as an age or a pass. An agent may book them only if it can present the matching proof.
General information, not legal advice. The statutes and the circumstances of each case are decisive.
Sources
- Verordnung (EG) Nr. 261/2004 (Fluggastrechte): https://eur-lex.europa.eu/eli/reg/2004/261/oj
- Richtlinie (EU) 2015/2302 (Pauschalreisen): https://eur-lex.europa.eu/eli/dir/2015/2302/oj
- Web Bot Auth: Architektur-Entwurf (IETF): https://datatracker.ietf.org/doc/draft-meunier-web-bot-auth-architecture/