What happens to luxury travel when AI can find almost anything, automate huge parts of the planning process and learn a traveller’s preferences? In this episode of The Travel Disruptor, Europe Incoming COO Dylan Lall speaks with Monica Balli, a luxury travel and concierge specialist with more than 20 years of experience across travel and events. Together, they unpack what actually makes an experience feel luxurious today. Is it the hotel, the destination or the price tag? Or is real luxury increasingly about access, flexibility, trust and having someone who understands what you need before you have to ask? Monica shares how strong supplier relationships and a trusted global network can open doors that technology alone can’t. From hard-to-access events to highly personalised arrangements, some experiences still depend on who you know, who you trust and who is willing to pick up the phone. AI still has an important role to play. The conversation looks at how it could streamline workflows, track new openings and developments, help travel professionals stay ahead of changing preferences and make planning more proactive. But knowing someone’s preferences isn’t the same as understanding the person. In this episode • What luxury really means today • Why access and personalisation matter • How relationships create experiences technology can't easily replicate • AI's role in luxury travel planning and workflow • Using AI to anticipate what's coming next • Why luxury itineraries need flexibility • The difference between knowing preferences and understanding people • The importance of trust and supplier relationships • Why great service can come down to simply remembering someone's name • Whether human connection becomes more valuable as AI becomes more capable The Big Idea AI can make travel more efficient, but efficiency isn’t the same thing as luxury. For Monica, great luxury travel is built around judgement, relationships and the ability to adapt. A strong itinerary doesn’t have to be rigid. In fact, part of the luxury is knowing that when plans change, there’s someone behind the scenes who can make the next move happen smoothly. And sometimes the details that people remember most are surprisingly simple. Knowing a guest’s name. Remembering what they like. Recognising when they need space, help or something different. Technology can support that level of service, but it doesn’t automatically create it. About Monica Balli Monica Balli is an event planner based in Tuscany, Italy, with more than two decades of experience in destination events and over a decade working in luxury travel and concierge services. Her work centres on creating highly personalised travel and event experiences for international clients, supported by a global network of trusted partners and suppliers. Links and Resources: • Monica Balli - Linkedin • MonicaBalli.com • Europe Incoming: One Partner For UK and Europe • Dylan Lall LinkedIn Subscribe to the show and share it with two other travel lovers. We’re here for the long haul. ✈️ YOU need to be here if you travel, sell travel, provide travel services, or just have an interest in the stories, successes, failures, progress, and stagnation of the travel industry. We are here to shake things up. If you are a Travel Disruptor yourself, and want to be a guest on the show, email marketing@europeincoming.com Europe Incoming is your #1 DMC for multi-country programmes, fast quoting, and calm delivery. Built for operators, agents, and planners who need things to run smoothly. Who We Are: The Travel Disruptor is brought to you by Europe Incoming, a destination management partner for travel professionals selling the UK and Europe. One DMC. All of Europe! Celebrating 40+ years of tailor-made European Travel. For more than 40 years, we’ve helped tour operators, travel agents, and organisers build programmes that are easy to sell and even easier to deliver. From hotel contracting and transport coordination to guides, entrances, dining, and on-the-ground support, we handle the moving parts so your guests feel the difference and your team stays in control. If you want to feature on the show as a guest or as a sponsor, email marketing@europeincoming.com today to get the conversation started.
