economy
Glenn Fogel Runs the World's Largest Online Travel Business. He Still Personally Reads Customer Complaints Because 'You Gotta Get That Sh*t Right'
We still like to travel—despite Greta Thunberg’s protestations. In the first three months of 2026, more than 300 million of us packed our swimwear or skis and headed for the airport or train station, an increase of 6 million on 2025. International tourist numbers grew by 2% in the first quarter according to the UN’s Tourism Barometer. Europe, the world’s most popular travel destination, saw a 4% increase.
TL;DR
- International tourist numbers grew by 2% in the first quarter of 2026, with Europe seeing a 4% increase.
- Glenn Fogel, CEO of Booking Holdings, believes the human desire to travel is fundamental and enduring.
- Booking Holdings is implementing AI to reduce customer service costs and resolve issues more quickly.
- Fogel aims to use technology to make travel planning and execution easier and to prevent problems.
- He personally reads customer complaints, especially those where Booking Holdings made a mistake, to ensure accountability.
- The company is working towards a future where AI can proactively manage travel plans, such as adjusting bookings based on weather.