The Fini Podcast: Why AI Can't Replace Human Judgment in Travel Support | Maisa Breve

Maisa Breve spent five years at Royal Caribbean before leading customer experience at Vio.com, a travel platform serving 100 million visitors annually. In this episode, she breaks down why building trust digitally is harder than face-to-face service, how Vio.com maintains a 10-minute response time for critical issues, and why AI will never replace human judgment for travel exceptions. Plus: the one ticket type AI can't handle yet, and why she believes empathy can't be trained.