Gattinoni Business Travel, one of Italy’s largest travel management companies and a top 25 player in Europe, has partnered with Acai Travel to deploy AI Travel Agents directly into its operational workflows. This marks the first real-world implementations of AI agents inside an Italian TMC environment, starting with a human-first co-pilot model and evolving toward autonomous resolution of high-volume service requests.

As travel companies face increasing operational complexity, AI travel agents are emerging as a critical technology to automate post-booking workflows, improve response times, and scale customer service without increasing headcount.

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Milan – March 23, 2026 – Gattinoni Group, one of Italy’s leading travel companies, has partnered with Acai Travel, an artificial intelligence technology purpose-built for the travel industry, to introduce AI-powered operational support in Gattinoni Business Travel Unit for its corporate travel teams.

The initiative positions Gattinoni Business Travel as the first travel management company in Italy to deploy AI TravelAgents directly inside operational workflows. Designed to work alongside human advisors, the technology acts as an intelligent co-pilot that helps advisors resolve complex travel requests faster while maintaining the high level of personalized service corporate travelers expect.

Rather than replacing human expertise, Gattinoni Business Travel is implementing AI first in a way that amplifies the capabilities of its travel advisors, allowing them to spend less time on repetitive operational tasks and more time supporting travelers and corporate clients.

“Our priority has always been deliveringexceptional service through the expertise of our people,” said Elena Carlino, Corporate Travel Director Gattinoni Business Travel “AI gives our advisors a powerful toolto manage operational complexity more efficiently while keeping the humanrelationship with the traveler at the center of the experience.”

The first phase of the project focuses on Gattinoni Business Travel’s corporate travel operations, where advisors manage high volumes of post-booking requests such as itinerary changes, cancellations, and fare rule interpretation. These requests represent a significant share of operational workload and often require manual analysis of airline rules and complex booking data.

By embedding Acai’s AI Travel Agent within its operational environment, Gattinoni Business Travel’s teams receive real-time assistance analyzing requests, interpreting fare rules, and identifying the best resolution paths before responding to the traveler — with the ability for the AI Travel Agent to fully resolve certain requests automatically in the future where it can deliver faster outcomes.

The implementation initially follows a co-pilot model, where the AI works directly inside the advisor workflow to provide recommendations and operational support while keeping full control in human hands. Over time, certain high-volume, low-complexity scenarios will also be handled autonomously by the AI Travel Agent where it can safely resolve requests faster on behalf of the advisor.

“Gattinoni Business Travel is demonstrating what the next generation of travel operations looks like,” said Riccardo Vittoria, CEO of Acai Travel. “Their teams already operate in a modern service environment, which allows us to deploy AI capabilities extremely quickly. What we’re building together is a model where AI handles operational complexity and advisors focus on delivering great service. In some cases the AI acts as a co-pilot to the advisor, and in others it will be able to resolve requests autonomously where that improves speed and efficiency.”

Because Gattinoni Business Travel’s customer service teams already operate within a modern omnichannel environment powered by Front, the AI solution could be integrated directly into existing workflows, enabling one of the fastest operational deployments Acai has completed with a travel management company.

With AI embedded directly into the advisor workflow, Gattinoni Business Travel can scale service capacity with outscaling operational complexity — enabling teams to handle growing traveler demand while maintaining the high-touch service corporate clients expect.

Acai’s AI Travel Agent supports advisors across multiple languages — including Italian and English — helping teams assist international travelers efficiently regardless of where requests originate. The technology analyzes complex travel data such as airline policies, and operational context to provide advisors with actionable recommendations in seconds.

For many travel management companies, the biggest challenge today is scaling service quality while operational complexity increases. Gattinoni Business Travel’s AI-augmented model is designed to address exactly that challenge.

For the travel industry, the collaboration reflects a broader shift toward AI-augmented service models, where artificial intelligence reduces the operational burden on travel advisors while enabling agencies to scale service quality as travel demand grows.

The initial deployment focuses on corporate travel operations, with additional operational areas already being evaluated as part of Gattinoni Business Travel’s broader innovation roadmap.

About Gattinoni Group

Gattinoni Group was founded in Lecco in 1983 from the passion for travel and event organization of Franco Gattinoni, the founder and current President of the Group. Working with him are over 900 people who share the same enthusiasm and professionalism in organizing trips and events. Under the Gattinoni brand, three divisions operate, each focusing on different business areas: Events (Logistics, Live Communication, Healthcare), Business Travel, and Travel (products, Travel Store agencies, Travel Point, and the Mondo di Vacanzeand MYNetwork networks). With its main headquarters inMilan, the company has several operational offices in Lecco, Turin, Rome, Monza, Bologna, Parma, Rimini, and Treviso, as well as 120 company-owned agencies in Northern and Central Italy. In addition, the networks include nearly 1,500 affiliated agencies in Italy, Switzerland, and San Marino.

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