Artificial Intelligence: Examining Its Effects on DOT Accredited Metro Manila Travel Agencies' Operation

Authors

  • David John D. Apigo, PhD Author
  • Randy Cortes Polytechnic University of the Philippines image/svg+xml Author
  • Alliyan Jeanine L. Fulgencio Author
  • Shanien Mhyr M. Rosales Author
  • Eliezer Gideon P. Valdeavilla Author
  • Jerome Amiel S. Vicencio Author

DOI:

https://doi.org/10.70922/24akh136

Keywords:

AI-powered service, customer perception, TAM, travel agencies, potential, experiences

Abstract

Artificial intelligence (AI) is a game-changer in many industries, transforming our way of life and working. Artificial intelligence (AI) tools are part of our everyday life. The stories on how AI has affected travel agencies’ operations were covered in this study. The study intends to dissect, through interviews, how AI-related chatbots, personalized recommendation engines, and predictive analytics are becoming necessary obstacles, opportunities, tactics, and perceptions. Furthermore, this study revealed new information for travel companies, offering a qualitative comprehension of AI’s function in changing interactional and operational systems. The plot revolves around several themes, including value formation, the impact of AI in the future years, and the effect of AI on travel companies. This study also intends to investigate the future of artificial intelligence (AI) and its potential for developing cutting edge travel experiences and goods. Furthermore, findings have shown how AI, particularly chatbots and ChatGPT, has revolutionized the way travel agencies operate. The study also revealed the negative side of AI as perceived by some travel agencies, including job displacement, diminished social  interaction, and undermined human productivity. Despite these concerns, many travel agencies are actively seeking ways to integrate AI responsibly  and ethically. The ongoing evolution of AI suggests that its role in the travel industry will only grow stronger, shaping strategic decision-making. However,  increasing reliance on AI could also lead to negative consequences such as job displacement and decreased human interaction.

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Author Biographies

  • David John D. Apigo, PhD

    Dr. David John D. Apigo is a distinguished faculty member at the Polytechnic University of the Philippines (PUP), where he contributes significantly to tourism research and education. His academic pursuits and research interests are deeply rooted in fostering responsible and enriching tourism experiences. Dr. Apigo’s expertise encompasses sustainable tourism, with a focus on practices that minimize negative impacts and preserve destinations for future generations. He is also a fervent advocate for community-based tourism, exploring how local communities can actively participate in and benefit from tourism development. Furthermore, his research delves into the intricacies of tour guiding, examining its crucial role in shaping  visitor experiences and promoting cultural understanding. Dr. Apigo also investigates tourism quality of life, assessing the impacts of tourism on residents’ well-being and satisfaction. Through his scholarly work and dedication, Dr. Apigo is committed to advancing tourism practices that are both economically viable and socially and environmentally responsible.

  • Randy Cortes, Polytechnic University of the Philippines

    Randy J. Cortes is a graduate of the Polytechnic University of the Philippines (PUP) with a degree in Bachelor of Science in Tourism Management. His academic and professional pursuits are anchored in the areas of urban development, sustainable tourism, and the advancement of technology-driven solutions within the tourism sector. Throughout his journey, he has explored the core fields of events management, travel agencies, and tour guiding, allowing him to develop a well-rounded perspective of the industry. As part of his commitment to innovation, he has proposed a sustainable tourism business locally that leverages technology to promote responsible travel while emphasizing the revitalization and promotion of major tourist destinations across the Philippines. He envisions a more inclusive, future-ready tourism landscape that not only caters to diverse travelers but also empowers local communities and protects cultural and natural heritage. Passionate about research and development, he continues to explore strategies that make tourism more equitable, accessible, and resilient in the face of global challenges.

  • Alliyan Jeanine L. Fulgencio

    Alliyan Jeanine L. Fulgencio is a Tourism Management student at the College of Hospitality, Transportation, and Tourism Management at the Polytechnic University of the Philippines (PUP). She recently completed her bachelor’s degree in Tourism Management from the same institution. She has professional experience in the customer service industry, having  worked at Concentrix, a global call center company, for 1 year and 4 months. She is currently employed as a work-from-home Verification Specialist at First Advantage Corporation, a  leading background screening and information services company. Her research interests focus  on mental health awareness and the role of advanced technologies in addressing incurable  diseases, particularly innovations that aim to improve quality of life and provide alternative healing methods.

  • Shanien Mhyr M. Rosales

    Shanien Mhyr M. Rosales is currently employed as a Technical Support Agent in the Business Process Outsourcing (BPO) industry. A graduating student at the Polytechnic University of the Philippines, pursuing a Bachelor of Science in Tourism Management. She possesses three years of professional experience in the BPO industry, primarily in telecommunications and sales. She is skilled in customer service, technical support, and sales advocacy. Additionally, Shanien has gained frontline experience in the food service sector as a crew member at McDonald’s, demonstrating strong teamwork and customer service capabilities and exploring innovative strategies to enhance the efficiency and effectiveness of travel agents through the integration of emerging technologies. She is also focused on how digital transformation can significantly contribute to the growth and sustainability of the tourism industry.

  • Eliezer Gideon P. Valdeavilla

    Eliezer Gideon P. Valdeavilla is a Tourism Management graduate from the College of Hospitality, Transportation, and Tourism Management at the Polytechnic University of the Philippines (PUP). He recently completed his bachelor’s degree in Tourism Management from  the same university, where he developed a strong foundation in the tourism and service industry. Beyond his academic achievements, he is actively involved as a youth leader in his local community, where he advocates for youth empowerment and engagement. His research interests center on youth development and how young people can prepare for and adapt to the challenges of the future. He aims to contribute to discussions on how education, leadership, and innovation can shape a better path for the next generation.

  • Jerome Amiel S. Vicencio

    Jerome Amiel S. Vicencio is a fourth-year Bachelor of Science in Tourism Management student at the Polytechnic University of the Philippines. He currently serves as an Account Manager at Star Digital Solutions, where he oversees brand operations, strategic planning, and client coordination. A passionate tourism advocate, he actively supports the Sustainable Development Goals (SDGs), particularly SDG 1: No Poverty and SDG 2: Zero Hunger, by promoting tourism as a catalyst for inclusive and sustainable development. His research interests focus on community-based and transformative tourism, with a commitment to empowering local communities and preserving cultural heritage. He has presented his research on the impact of artificial intelligence on travel agency operations at an international conference, reflecting his keen interest in innovation and the evolving future of the tourism industry.

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Published

2026-07-30

Issue

Vol. 18 No. 1 (2026): Social Sciences and Development Review

Section

Articles

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Copyright (c) 2026 David John D. Apigo, PhD, Randy Cortes, Alliyan Jeanine L. Fulgencio, Shanien Mhyr M. Rosales, Eliezer Gideon P. Valdeavilla, Jerome Amiel S. Vicencio (Author)

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Articles published in the SOCIAL SCIENCES AND DEVELOPMENT REVIEW will be Open-Access articles distributed under the terms and conditions of the Creative Commons Attribution-Noncommercial 4.0 International (CC BY-NC 4.0). This allows for immediate free access to the work and permits any user to read, download, copy, distribute, print, search, or link to the full texts of articles, crawl them for indexing, pass them as data to software, or use them for any other lawful purpose.

How to Cite

Apigo, D. J., Cortes, R., Fulgencio, A. J., Rosales, S. M., Valdeavilla, E. G., & Vicencio, J. A. (2026). Artificial Intelligence: Examining Its Effects on DOT Accredited Metro Manila Travel Agencies’ Operation. Social Sciences and Development Review, 18(1), 299-316. https://doi.org/10.70922/24akh136