HFS Horizons: Travel and Hospitality Service Provider Ecosystem, 2025

The T&H industry is facing a dual reality: demand growth is softening, yet traveler expectations are intensifying. Inflation, geopolitical instability, and supply chain delays are compressing margins, while talent shortages and cybersecurity risks add to operational strain. At the same time, technology adoption is accelerating. GenAI and automation are moving from pilots to critical efficiency enablers, powering refund automation, predictive maintenance, disruption handling, and personalized journeys. Sustainability is also shifting to the center of competition, with travelers rewarding eco-conscious operators, airlines experimenting with sustainable aviation fuel (SAF), and hotels pushing carbon-neutral operations. The strategic questions that are shaping now are: Which AI bets create lasting value? How fast should enterprises re-platform legacy systems? Where should leaders double down now versus hold for the future?

The “HFS Horizons: Supply Chain Service Providers, 2025” report evaluates 22 service providers on their ability to make an impact across the ecosystem. It assesses their capabilities and outcomes along the HFS travel and hospitality value chain to explain the why, what, how, and so what of their offerings, with a focus on travel and hospitality chain capabilities

The study examines service providers’ maturity across three distinct Horizons:

• Horizon 1: Ability to drive functional transformation by driving cost reduction, speed, and efficiency. Leverage advanced technologies such as GenAI and analytics to optimize business functions
• Horizon 2: Horizon 1 + the ability to transform the end-to-end stakeholder experience with a “OneOffice” mindset; for example, by integrating customer service chatbots, AI-powered crew scheduling, and automated baggage handling to deliver a seamless travel experience
• Horizon 3: Horizon 2 + driving completely new sources of value with a “OneEcosystem” approach. For example, by developing AI-powered ecosystems such as creating an AI-powered, climate-conscious trip planner with multimodal booking

This research evaluates how service providers help their clients embrace innovation and realize value. It examines providers’ capabilities across the Travel and Hospitality value chain based on a range of dimensions to understand the why, what, how, and so what of their service offerings.

HFS Horizons: Travel and Hospitality Service Provider Ecosystem, 2025

Note: All service providers within a Horizon are listed alphabetically
Source: HFS Research, 2025

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