TORONTO — When a European vacation is months in the making, a heatwave can quickly turn a dream itinerary into a logistical puzzle – with closed attractions, rail disruptions, low water levels affecting river cruises and changing conditions requiring travellers to rethink plans on the fly.

As extreme temperatures and widespread wildfires continue to affect parts of Europe during the busy summer travel season, travel experts are once again highlighting the value of human expertise when unexpected disruptions arise – a role that artificial intelligence tools may not be able to fully replace.

According to new internal data from travel industry business process outsourcing provider 247 Travel Partner Desk (247tpd), specialized travel support agents achieve resolution quality rates of up to 90%, compared with 69% for AI-only solutions during complex travel disruption scenarios.

The company notes how weather-related conditions across Europe have contributed to rail cancellations and delays in countries including France and Germany, operational disruptions at European airports and temporary closures of tourist attractions and landmarks, leading to increased requests for booking changes, re-accommodation, cancellations and travel information.

“Over the past few weeks, extreme temperatures have led to rail cancellations and delays in countries including France and Germany, operational disruptions at European airports, and the temporary closure of several tourist attractions and landmarks,” says Gerardo Ariño, CEO and Founder of 247tpd. “These situations immediately drive a surge in customer requests related to booking changes, re-accommodation, cancellations, and travel information.”

While AI tools have become increasingly common in travel planning and customer service, 247tpd says the ability to manage complex disruptions still requires human judgement and industry expertise.

“While artificial intelligence is highly effective at handling large volumes of enquiries and automating repetitive processes, resolving complex travel disruptions still requires experienced agents who can coordinate multiple suppliers, manage exceptions, and deliver tailored solutions in real time,” says Ariño.

HEATWAVES CREATE NEW TRAVEL CHALLENGES 

Travel suppliers have been adapting operations on the ground as temperatures rise, with changes designed to protect travellers while allowing trips to continue.

Ulla Hefel Böhler, Chief Operating Officer of TTC Tour Brands, says the company has had to pivot to accommodate guests during periods of extreme heat.

“Across Europe this summer, our Travel Directors have adapted on the ground as temperatures have climbed, adjusting sightseeing schedules to avoid the hottest parts of the day, building in additional rest breaks, ensuring guests stay well hydrated, and working closely with our hotel partners to maximize comfort wherever possible,” she tells Travelweek. “The wellbeing of our guests is always our highest priority, which means being flexible and making thoughtful adjustments so guests can continue enjoying their vacation comfortably.”

Despite the challenges posed by the heat, Böhler says demand for European travel remains strong.

“While we’ve certainly seen the impacts of extreme heat across parts of Europe, we haven’t seen it dampen travellers’ enthusiasm,” she says. “Summer bookings remain exceptionally strong, with our June bookings for August travel more than doubling year over year. We’re also seeing growing interest in cooler-weather destinations like Iceland and Scandinavia as travellers look to escape the heat.”

Lindsay Pearlman, President of Travel Leaders Network, tells Travelweek that the heat has affected several European destinations, particularly river cruise operations.

“The heat has certainly impacted many of the cities throughout Europe which has been common in recent years,” he says. “This year we have seen river cruise suppliers navigating low water levels across the Danube, Rhine and Main.”

According to Pearlman, cruise operators have been making adjustments to minimize disruption.

“Operators are modifying itineraries, utilizing motorcoaches or switching to sister ships on opposite sides of shallow locks,” he adds. “The thing we need to remember is that European vacations are typically booked fairly far out, and people who arranged an Italian vacation back in November are still going – just with miniature fans packed.”

WHY ADVISORS REMAIN CRITICAL

While AI-powered tools can quickly provide travellers with information about weather conditions or possible disruptions, travel advisors bring a level of personalization, advocacy and supplier knowledge that can be crucial when plans need to change.

Böhler says travellers need more than updates when unexpected situations occur.

“When conditions change, travellers don’t just need information – they need trusted advice,” she says. “Travel advisors offer something AI can’t replicate through human expertise, advocacy and real-time updates with direct connections to on-the-ground partners.”

She adds that advisors understand their clients’ priorities and can help interpret how disruptions may affect individual itineraries.

“They know their clients and work closely with tour operators to understand exactly what’s happening on the ground and how it affects a traveller’s specific itinerary,” she says. “That allows them to explain the measures being taken, discuss available options, and provide recommendations tailored to each traveller’s needs, giving travellers confidence that they’re making informed decisions.”

Pearlman echoes the importance of having an advocate when travel plans are disrupted.

“AI can help explain why low water levels may affect a river cruise, but it cannot advocate for a traveller, coordinate with suppliers, or provide personalized guidance when plans change,” he says.

“That is the purview of a travel advisor, who can interpret supplier communications, evaluate alternatives, answer traveller concerns, and leverage their supplier relationships to help secure the best possible outcome.”

A HYBRID FUTURE

The 247tpd data suggests AI can play a supporting role, with hybrid models combining technology and human expertise achieving a 79% resolution quality rate. However, the company says specialized agents continue to deliver the strongest results when situations become more complicated.

“Artificial intelligence is transforming customer service and will continue to play a key role in improving operational efficiency,” says Ariño. “However, when travellers face complex issues resulting from cancellations, delays, or extreme weather events, human expertise and decision-making remain essential.”

For travel advisors, the message is clear: as weather-related disruptions become more common, their role extends beyond booking trips. They provide reassurance, problem-solving and advocacy when travellers need it most.

“During weather-related disruptions, travellers don’t just need information, they need reassurance, experience, and a real person who can help navigate unexpected changes,” says Pearlman. “That’s where an advisor’s expertise becomes invaluable.”