{"id":5263,"date":"2026-08-14T11:40:31","date_gmt":"2026-08-14T11:40:31","guid":{"rendered":"https:\/\/crosscountrymovingteams.com\/?p=5263"},"modified":"2026-08-14T11:40:31","modified_gmt":"2026-08-14T11:40:31","slug":"glenn-fogel-runs-the-worlds-largest-online-travel-business-he-still-personally-reads-customer-complaints-because-you-gotta-get-that-sht-right","status":"publish","type":"post","link":"https:\/\/crosscountrymovingteams.com\/?p=5263","title":{"rendered":"Glenn\u00a0Fogel\u00a0runs the world\u2019s largest online travel business. He still\u00a0personally\u00a0reads customer complaints because\u00a0\u2018you\u00a0gotta\u00a0get that sh*t right\u2019\u00a0"},"content":{"rendered":"
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\u201cWhat\u2019s not going to change is the desire to travel,\u201d Glenn\u00a0Fogel, the chief executive of Booking\u00a0Holdings\u00a0told me when asked about the future of the sector.\u00a0Booking\u00a0owns booking.com, the world\u2019s largest online travel agency, as well as\u00a0smaller\u00a0brands including Priceline and Open Table.\u00a0It is number\u00a0169 on\u00a0the Fortune\u00a0500\u00a0index.\u00a0\u00a0<\/p>\n

Read more A proposed clean-energy rule could shake up corporate America\u2014and your portfolio<\/a><\/p>\n

The numbers are working in\u00a0Fogel\u2019s\u00a0favor. Its second quarter results\u00a0of $2.54\u00a0earnings\u00a0per share, up 15%,\u00a0on revenues of $7.4bn, up\u00a08%,\u00a0beat\u00a0Wall Street\u00a0expectations. The share price rose 6%\u00a0on the day of the release.\u00a0Tourism within America was particularly strong,\u00a0offsetting\u00a0the negative effects of\u00a0the\u00a0conflict in the\u00a0Middle East.\u00a0<\/p>\n

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\u201cPeople love to travel,\u201d Fogel said. \u201cThat\u2019s something that the human species has had since\u00a0the beginning.\u00a0Maybe it\u2019s\u00a0why\u00a0we\u2019re\u00a0all\u00a0around the world.\u00a0That\u2019s\u00a0the instinct\u00a0in\u00a0the\u00a0system\u2014go explore.\u00a0We saw that so clearly during the\u00a0pandemic, when\u00a0people\u00a0couldn\u2019t\u00a0travel. [We knew that] they\u00a0were just dying to travel.\u201d\u00a0<\/p>\n

The travel\u00a0industry,\u00a0like every sector,\u00a0is experimenting with\u00a0the best\u00a0use\u00a0cases for\u00a0AI.\u00a0On the day of the results,\u00a0Fogel said\u00a0that AI is\u00a0already\u00a0reducing the\u00a0key \u201ccustomer service cost\u201d\u00a0of each booking. It also\u00a0means that\u00a0any\u00a0issues\u00a0post-booking\u00a0can be resolved more quickly.\u00a0AI may eventually cure cancer, but it is at\u00a0the smaller\u00a0and simpler\u00a0\u201cfriction\u201d level where businesses are seeing\u00a0more immediate\u00a0returns on investment.\u00a0Chief financial officers will be relieved.\u00a0<\/p>\n

\u201cWhat is going to change over the next three to five years, and we\u2019re going to be one of the leaders in this, is making it easier for everybody to experience the world,\u201d he\u00a0told me.\u00a0\u201cBecause as much as we love to travel, everybody recognizes it is still hard.\u00a0It\u2019s\u00a0hard to plan,\u00a0it\u2019s\u00a0hard to decide where to go.\u00a0It\u2019s hard to actually execute it.\u00a0Everybody knows things go wrong.\u201d\u00a0<\/p>\n

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\u201cTrust arrives by foot and leaves in a Ferrari,\u201d\u00a0Mark Carney\u00a0said,\u00a0as\u00a0banks\u00a0sought\u00a0to\u00a0rebuild confidence following the Global Financial Crisis. Fogel knows the same is true of tourism.\u00a0A whole year\u00a0of planning can collapse in acrimony due to a\u00a0misplaced piece of luggage or a hotel booking that went to\u00a0the\u00a0wrong\u00a0email\u00a0address.\u00a0A relationship\u00a0built\u00a0up\u00a0over a lifetime dies in that one moment.\u00a0<\/p>\n

\u201cI\u2019ve\u00a0been so lucky in this life,\u201d Fogel said. \u201cI\u2019ve\u00a0got\u00a0job\u00a0that\u00a0pays\u00a0extremely\u00a0well. I can travel. Something goes\u00a0wrong, well,\u00a0there will\u00a0be another trip.\u00a0A\u00a0lot of\u00a0people\u2014that\u2019s\u00a0not their lives.\u00a0Trips are\u00a0really important to them,\u00a0after their house\u00a0where they live.\u00a0Maybe that trip is\u00a0critical\u2014and\u00a0it\u2019s\u00a0not like they get to\u00a0travel\u00a0across\u00a0another continent all the time.\u00a0If\u00a0you\u00a0blow that for them, it\u2019s really bad.\u00a0<\/p>\n

Read more Top CD rates from major banks on August 14, 2026: Chase CDs, Bank of America CDs, Citibank CDs, and more<\/a><\/p>\n

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\u201cThey\u2019re\u00a0going to a wedding, and they miss\u00a0it.\u00a0They\u2019re\u00a0going to\u00a0their kids\u2019, their grandson\u2019s birth.\u00a0That\u2019s\u00a0bad.\u00a0You\u00a0miss\u00a0a funeral.\u00a0There\u2019s\u00a0never going to be\u00a0another time.\u00a0You\u2019ve\u00a0gotta\u00a0get that\u00a0shit\u00a0right.\u00a0It\u2019s\u00a0important. Now,\u00a0we\u2019re\u00a0not\u00a0solving\u00a0cancer. I\u00a0get\u00a0it.\u00a0That\u2019s\u00a0not our mission.\u00a0But we do\u00a0provide\u00a0really important\u00a0value to people\u00a0in their lives, and you\u00a0have to\u00a0understand\u00a0the seriousness\u00a0of that.\u201d\u00a0<\/p>\n

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When he launched Amazon, Jeff Bezos\u00a0would\u00a0famously\u00a0receive\u00a0emails\u00a0from customers straight\u00a0to\u00a0jeff@amazon.com.\u00a0Fogel is\u00a0not quite that\u00a0available\u00a0but he does ensure he reads as many customer complaints directly as he is able to.\u00a0<\/p>\n

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\u201cI do respond to customer complaints specifically,\u201d he said. \u201cObviously, I\u00a0can\u2019t\u00a0respond to all of them, but I\u00a0do read\u00a0them.\u00a0I then make sure\u00a0that they are sent to the right area,\u00a0to make sure somebody takes a look at them.\u00a0The ones that I usually respond to\u00a0the ones that I see, where I think: \u2018We made a mistake.\u2019\u201d\u00a0<\/p>\n

Fogel is working towards a world where tourism is just another intelligence system. He gives\u00a0the\u00a0example of\u00a0traveling to Amsterdam and having a ticket for one day to the Rijksmuseum\u00a0and another day for a canal boat ride. But what if it\u00a0is\u00a0raining on the day of the boat ride and sunny for the trip to the museum? Your\u00a0tourism AI assistant would track the weather, offer to swap the tickets,\u00a0and then\u00a0execute the task.\u00a0<\/p>\n

\u201cWe want to be the people who use technology so that we are not only able to fix the\u00a0problem,\u00a0but we see that problem before it\u2019s going to\u00a0happen and\u00a0take proactive efforts to make sure you don\u2019t.\u201d\u00a0In a world where\u00a0the small\u00a0stuff is often where the real value lies, few C-suite executives would disagree.\u00a0<\/p>\n

Read more Philanthropy\u2019s best-kept secret: the more you have, the less you\u2019re required to give<\/a><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

The travel industry, like every sector, is experimenting with the best use cases for AI. Fogel is working towards a world where tourism becomes an intelligence system in its own right <\/p>\n","protected":false},"author":1,"featured_media":5262,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[167],"tags":[],"class_list":["post-5263","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-letter-from-london"],"yoast_head":"\nGlenn\u00a0Fogel\u00a0runs the world\u2019s largest online travel business. 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