Worried about every little ding on your rental car? Do you always go into “anonymous” mode on your web browser before booking airline tickets?
If you do, then you probably have AI anxiety.
Travel companies are quietly deploying artificial intelligence systems, creating an invisible web of automated billing that can cost you hundreds or thousands of dollars – often without your knowledge or consent. From Hertz’s controversial AI vehicle scanners to hotel vape detectors, to airline pricing algorithms possibly jacking up fares, these systems operate in the shadows while your wallet takes a hit.
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“Technology can make travelers feel powerless,” said Raymond Yorke, a spokesman for Redpoint Travel Protection. “It’s happening now. We’ve seen everything from automated rental car damage claims to a suspicious surge in airfare driven by dynamic pricing algorithms.”
But it doesn’t have to stay that way.
The technology promises efficiency and fairness, but travelers are discovering that AI often acts more like a digital pickpocket than an impartial assistant. The systems flag false positives, make decisions without human oversight, and shift the burden of proof onto customers who have to defend themselves against algorithmic accusations.
Rentals have become ground zero for AI overreach. Companies like Hertz are utilizing technology from a company called UVeye, which can reportedly detect paint inconsistencies and minor damages at a millimeter level.
“We are excited to partner with UVeye to bring efficiency and greater accuracy to our maintenance process, so we can focus on our vehicles being ready when and where our customers want them,” Mike Moore, EVP Technical Operations at Hertz, said in an April news release.
But critics say these systems can’t always distinguish between existing scratches, dirt or lighting changes, and genuine new damage. And car rental companies bill customers automatically, with limited avenues for appeal.
Legal consultant and AI specialist Nicola Cain noted that human intervention only happens when a customer raises a complaint, meaning the AI’s judgment stands unless you fight back. It should be the other way around, she said.
“Human oversight needs to be built into the process,” Cain added.
Hotel chains are installing sophisticated sensor networks that go far beyond traditional smoke detectors. These systems monitor vapor particles, noise levels, occupancy counts, and even Wi-Fi usage patterns.
The systems are far from perfect. Ruth Cruz recently got hit with a $250 fee for smoking in her hotel room. She said the AI registered a false positive.
“I successfully disputed the charge by explaining the technical limitations of their detection system,” said Cruz, who edits a technology website in San Jose. (These types of errors are easy to find with a bit of sleuthing. Hers involved a quick online search.)
Airlines are perfecting the art of AI-powered price manipulation. For years, their undisclosed systems have been able to predict your willingness to pay premium prices. AI is likely supercharging that practice.
Thomas O’Shaughnessy, a marketing executive from St. Louis, has noticed prices jumping dramatically when he researches flights.
“The price increases weren’t random,” he said. “I believe they were caused by an AI model that changes prices based on demand, the time of booking, and even the user’s search history.”
No wonder travelers have AI anxiety. The question is, what can they do about it?
“The key to fighting back is understanding that these systems prioritize speed and automation over accuracy,” explained Frank Harrison, regional security director for the Americas at World Travel Protection. “They’re designed to extract maximum revenue while hoping customers won’t challenge algorithmic decisions. But armed with the right documentation and strategies, travelers can level the playing field.”
Here are some strategies that will help you fight AI:
Bear in mind that these strategies will evolve. AI adjusts to consumer behavior, and you’ll have to make some course corrections along the way, too.
In travel, AI is an imperfect technology, registering false positives and erroneously billing consumers. It raises prices by hundreds of dollars per ticket, believing you’ll happily pay extra for your airfare because of your location. What’s more, these systems are a black box, so when you ask for proof that you damaged a car or removed something from a room, they can’t always provide it.
In short, this is nothing more than a digital money grab, and your AI anxiety is justified.
We’re at the beginning of an AI arms race. Travel companies are using machine learning to maximize their revenue. It’s time to fight back.
What happens next? The travel industry is busy deploying AI everywhere. Soon, systems could monitor more than they currently can.
Assume AI is tracking your every move – because it probably is.
Christopher Elliott is an author, consumer advocate, and journalist. He foundedElliott Advocacy, a nonprofit organization that helps solve consumer problems. He publishesElliott Confidential, a travel newsletter, and theElliott Report, a news site about customer service. If you need help with a consumer problem, you canreach him here or email him at chris@elliott.org.
