MakeMyTrip’s leadership argues general AI assistants like ChatGPT cannot replace comprehensive travel platforms, even as its AI assistant Myra supports thousands of bookings daily. The company is also shifting focus away from air travel toward hotels, buses, and cabs amid declining domestic air traffic.
- MakeMyTrip’s AI assistant Myra handles over 3,000 bookings and 90,000 daily conversations.
- Air travel bookings decline; company pivots to hotels, buses, and cabs.
- MakeMyTrip prioritizes platform accountability over deep discounting to sustain customer loyalty.
What happened
MakeMyTrip executives provided updates during their earnings call for Q2 FY27, underscoring the limits of general AI assistants such as ChatGPT in replacing specialized travel platforms. CEO Rajesh Magow noted that while AI can enhance user experience, ultimate accountability and delivery rely on dedicated platforms like MakeMyTrip.
The company’s AI assistant, Myra, is increasingly integral to customer interactions, now managing over 90,000 daily conversations and assisting more than 3,000 bookings each day. Despite enhanced AI capabilities, full end-to-end bookings through Myra remain in early stages, with most customers preferring agent-assisted bookings for complex travel needs.
Why it matters
MakeMyTrip’s stance highlights broader industry questions about the evolving role of AI in travel booking. While AI agents offer convenience and efficiency, the company stresses the need for platforms to maintain full service and accountability, which remain critical for complex travel logistics.
The shift away from air travel—with domestic flight departures down 7% year-on-year and higher fares—has pressured MakeMyTrip to focus on hotel, bus, and cab bookings, which now constitute over 63% of gross bookings. This diversification is crucial amid changing market dynamics and supports operational efficiency gains driven by AI integration.
What to watch next
MakeMyTrip’s continued development of Myra’s booking capabilities will be key to monitor, particularly if the AI assistant can move beyond support to complete trip bookings fully. Market adoption in Tier 2 and Tier 3 cities, where usage is especially strong, will also indicate broader scalability.
Additionally, the company’s approach to market share versus profitability, its marketing spend strategy, and the eventual timing and impact of its planned India IPO will influence its competitive position and growth trajectory in India’s dynamic travel market.