The Hidden Hurdle in AI Travel Planning: Chatbots That Ignore the App

Travel apps inside AI chatbots can now return branded results, prices, and booking buttons. But Skift tests found a catch: The user needs to connect the app and the chatbot has to know it’s available and choose to use it.

That first step is a big hurdle for everyday users who aren’t familiar with the apps. The second step is where the referral path can break.

In Skift’s tests, Claude — which calls these integrations ‘connectors’ — handled them better than ChatGPT. It surfaced and used travel apps with little friction, while ChatGPT repeatedly bypassed or denied those that were already connected.

Several major travel companies have rushed to add apps to the AI platforms. 

We looked at Booking.com, Expedia, and Viator, and even when we’d connected them inside ChatGPT, the bot initially said it could not use them. In each case, the app eventually worked — but only after added prompting. The results reflect just a snapshot of w