Transgallia's AI strategy

Rodolphe Costel, of Transgallia, stated that artificial intelligence represents a major evolution for the travel agency profession, emphasizing that the company does not view AI solely as a productivity tool but as a lever for improving the customer experience.

Transgallia's background

Transgallia, a travel agency specializing in group travel, was founded in 1946 and acquired and developed by Costel's parents in 1991. The company, now managed by Costel and his sister Eugénie, organizes about 750 group trips annually and has two individual agencies, one at La Chapelle-Saint-Luc and the other in Troyes, along with a business travel activity.

Digital transformation

The company launched a major digital project in the autumn of 2025, integrating AI and automation into its operations. Initially, AI was used for content creation, enhancing detailed programs, preparing quotes, and serving as a legal assistant.

AI's impact on productivity

The integration of AI allowed Transgallia to automate repetitive tasks, improving productivity by 30% and enhancing the quality of work. The goal is to move from an organization that responds to requests to one that anticipates customer expectations, leveraging technology while maintaining the richness of the profession through proximity, advice, and humanity.

AI in daily operations

Concrete applications of AI include better organizing request processing, streamlining project tracking, and automating administrative procedures. AI helps distinguish between individual and group requests, routing them to the appropriate specialist.

Automation in sales and services

Automation also affects the sales and technical services, where repetitive tasks between contract signing and trip departure can be anticipated and managed. AI provides group leaders with practical information based on destination and period, assisting with formalities and offering tailored advice.

Customer feedback and payment systems

AI contributes to analyzing customer feedback and tracking satisfaction through automatic questionnaire distribution and analysis. The company has also implemented an automated payment system with MB3M, which self-feeds and was one of the most complex parts to implement.

Costs and time investment

The integration of AI involves significant time and financial investment, with Costel dedicating 30 to 40% of his time to the project and several tens of thousands of euros annually for software development and subscriptions.

Transgallia's product range

Transgallia's website dedicated to groups offers more than 2,800 products. The current economic, social, and geopolitical context has impacted group activity, with a conjunctural problem related to purchasing power affecting CSEs and associations.

Strategic advantages

Despite this, Transgallia maintains a good lead in group travel. The company's advantage lies in being generalists, not overly dependent on political crises in specific countries, offering diverse tours in Europe and cultural stays in regions like Albania, Bosnia, and Greenland.