As AI continues to reshape the travel industry, BCD has taken a thoughtful, human-centered approach to using it while remaining deeply committed to accessibility, empathy, and personalized service.
A human-centered approach to AI in managed travel
Our philosophy is simple. We are open by design: open to new technologies, open to diverse traveler needs, and open to constant improvement. We leverage AI with intelligent search capabilities and automated workflow that enhance efficiency and accuracy across the traveler journey. But, no algorithm can ever replace the trust, understanding, and care provided by a well-trained travel professional, especially when supporting travelers with disabilities. That is why BCD places strong emphasis on preparing our agents to service travelers with disabilities thoughtfully and confidently.
Accessibility is a responsibility, not a feature
Accessibility is more than a feature or a buzzword. It’s a responsibility to assist travelers overcome barriers. BCD invests in targeted training programs designed to equip agents with the knowledge, skills, and awareness needed to support travelers with disabilities. Technology flags accessibility requirements and stores traveler preferences, but our people ensure those needs are respected throughout the journey.
How BCD agents are trained to support every traveler
BCD agent training goes beyond processes and policies—it focuses on understanding the lived experiences of travelers and exercising empathy alongside expertise.
Agents are trained to:
- Recognize and properly document accessibility needs across all travel components
- Communicate effectively and respectfully with travelers with visible and non‑visible disabilities
- Coordinate with our air, ground and hotel partners to ensure accommodations are in place
- Anticipate potential challenges and proactively advocate for the traveler
- Respond with confidence and care when travel plans change or disruptions occur
By combining this training with intelligent tools and traveler data, we balance leveraging the technology with the power of human connection. The result: efficiency and compassion. Our agents are empowered to deliver service that is both informed and deeply human.
Evaluating innovation through an accessibility lens
As we continue to adopt emerging technologies, accessibility remains a central consideration in evaluations. We ask not only what is possible, but who does this serve and how does this improve the traveler experience.
If you’d like to explore how you can use AI to improve accessibility within your program, the BCD Life Sciences team is ready to help.
Shirley Stroud, MSHI
Senior Compliance Manager, Life Sciences Center of Excellence, BCD Travel