In early November 2026, Kiwi.com unveiled several new products and changes designed to integrate artificial intelligence more extensively into the planning and execution of travel. The company is developing a strategy known as an ‘AI-native enterprise’ – that is, a business whose operations are underpinned by the widespread use of artificial intelligence. The developments also concern the Romanian market, where, according to a survey carried out by the STEM/MARK agency in January 2026, travellers’ interest in using AI when planning holidays and business trips is on the rise.

The most significant new feature is AI Mode, which allows users to search for flights using everyday natural language directly within the ChatGPT, Claude and Gemini platforms. Kiwi.com’s technology converts users’ requests into specific itineraries and works with up-to-date prices and flight combinations. The number of searches with a high purchase intent via the company’s server has increased tenfold since January 2026.

At the same time, a survey in Romania showed that nearly eight out of ten respondents are interested in using AI for at least some aspect of their travel planning. The most common uses are comparing prices (56.9 %), analysing hotel reviews (43.6 %) and searching for suitable flight connections (36.5 %).

Artificial intelligence as part of operations

Kiwi.com began implementing artificial intelligence in 2023 and, a year later, also integrated it into its customer support. Currently, AI handles approximately 85 per cent of customer enquiries. Since 2025, the company has been using AI agents across various departments, such as administration, analytics and technical development.

Another area of development is passenger protection in the event of emergencies. The Kiwi Guarantee product offers support in the event of complications whilst travelling. Since June 2024, 1.3 million passengers have opted for this service, and 42,000 of them have received assistance when their journey was disrupted. Nevertheless, it retains human oversight of important decisions.

Digital services

Kiwi.com has also introduced the Wishlist and Price Alert features, which allow users to save searched itineraries, track price changes and receive alerts when prices deviate by an amount set by the user. Customers can also lock in a ticket price for a fee.

The Kiwi Club loyalty programme is also part of the service’s development. Membership is free for anyone who has used Kiwi.com’s services at least once. Members receive monthly booking vouchers and with progress it offers additional benefits. The company expects the number of programme members to reach half a million by 2026.

Prepared by foreign office CzechTrade Romania.
Source: Romania Insider