Trust and data privacy are emerging as the main barriers to wider artificial intelligence adoption in managed business travel, according to a live poll conducted at FCM Travel’s Singapore Summit.
Among attendees to the event, 52% identified data privacy and security concerns as the principal obstacle to expanding AI use. A further 47% cited confidence in the accuracy of AI-generated information.
Held under the theme “Intelligence that Travels”, the 2026 summit examined how connected intelligence, governance and human expertise could support more responsible AI adoption across the traveller journey.
The discussions focused on combining technology, data and people rather than treating AI as a standalone tool. FCM said trusted data, clear guardrails and human accountability were important foundations for building confidence in AI-enabled travel programmes.
Vicki Parris, managing director, FCM Travel Asia, said the expectations placed on managed travel had changed. Previously, programmes had focused largely on negotiated rates, policy enforcement, efficient booking, cost control and traveller safety.
“That is no longer enough,” Parris said. “It’s about making a leap in what managed travel needs to deliver, in how it needs to work, and what it now demands of travel managers.”
FCM demonstrated an end-to-end connected traveller experience covering planning, booking, disruption management, on-trip support and post-trip requirements. At its centre was Sam, FCM’s artificial intelligence platform, which connects traveller profiles, company policies, booking information and real-time travel data across customer-facing tools and travel consultants.
The company said the approach allows context to move between self-service and human support. A consultant can therefore continue an interaction from where the technology stopped, rather than requiring the traveller to repeat the request.
Prabu Sangar, director of technology operations and integrations at FCM Travel Asia, said confidence in AI had to be designed into the system.
“Trust is a design choice,” he said. “It has to be built into how AI works from the start, with governance integrated into the workflow and clear accountability for when human judgement needs to step in.”
FCM’s broader platform documentation states that Sam is designed to operate with policy controls, real-time travel information and human hand-off capabilities.
