What happens when an industry built on human connection faces a growing labour shortage and a future increasingly shaped by artificial intelligence?

In this episode of You Came to the Right Place, TravelPulse Canada's Natasha Lair and Jen Mallia sit down with hospitality expert Amrita Bhalla to explore the changing workforce and why the people behind the travel experience matter more than ever.

From staffing shortages and shifting expectations among younger workers to the surprising ways AI is transforming recruitment, training and guest service, Amrita shares what these changes mean for Canadian travel advisors and their clients. She also explains why advisors should be asking hotel partners about their employees, not just their amenities, and shares a fascinating real-life example of AI going a little too far during a job interview.

And in our Pulse Check, things take a hilarious turn as we tackle airplane etiquette, passengers who refuse to use headphones and Amrita's idea for an AI-powered travel etiquette course. Spoiler alert: we have a few suggestions of our own.

It's a conversation about technology, talent and why the human touch should never become a luxury in travel.

ABOUT THE HOSTS

Between them, Natasha Lair and Jen Mallia bring more than four decades of media and travel editorial experience to the mic. Ontario-based Natasha, Managing Editor of TravelPulse Canada, is warm, funny, and deeply curious, known for finding the human angle and cutting through industry spin with factual, unbiased reporting. Edmonton-based Jen, Senior Editor and travel media expert, pairs two decades of travel editorial experience with charm, quick wit, and sharp industry insight. From Central Canada to the West, they’ve got their ears to the ground, delivering real talk, smart analysis, and just enough sarcasm to keep it interesting.

ABOUT THE SHOW

You Came to the Right Place is a Canadian travel industry podcast from TravelPulse Canada. Expect smart conversation, insider context, and the kind of straight talk that doesn’t always make it into a press release. Each episode blends candid conversations between two editors, interviews with industry leaders, advisors, destination execs, and the people behind the stories we publish. If you work in travel, you came to the right place.

What happens when an industry built on human connection faces a growing labour shortage and a future increasingly shaped by artificial intelligence?
In this episode of You Came to the Right Place, TravelPulse Canada's Natasha Lair and Jen Mallia sit down with hospitality expert Amrita Bhalla to explore the changing workforce and why the people behind the travel experience matter more than ever.
From staffing shortages and shifting expectations among younger workers to the surprising ways AI is transforming recruitment, training and guest service, Amrita shares what these changes mean for Canadian travel advisors and their clients. She also explains why advisors should be asking hotel partners about their employees, not just their amenities, and shares a fascinating real-life example of AI going a little too far during a job interview.
And in our Pulse Check, things take a hilarious turn as we tackle airplane etiquette, passengers who refuse to use headphones and Amrita's idea for an AI-powered travel etiquette course. Spoiler alert: we have a few suggestions of our own.
It's a conversation about technology, talent and why the human touch should never become a luxury in travel.
ABOUT THE HOSTS
Between them, Natasha Lair and Jen Mallia bring more than four decades of media and travel editorial experience to the mic. Ontario-based Natasha, Managing Editor of TravelPulse Canada, is warm, funny, and deeply curious, known for finding the human angle and cutting through industry spin with factual, unbiased reporting. Edmonton-based Jen, Senior Editor and travel media expert, pairs two decades of travel editorial experience with charm, quick wit, and sharp industry insight. From Central Canada to the West, they&rsquo;ve got their ears to the ground, delivering real talk, smart analysis, and just enough sarcasm to keep it interesting.
ABOUT THE SHOW
You Came to the Right Place is a Canadian travel industry podcast from TravelPulse Canada. Expect smart conversation, insider context, and the kind of straight talk that doesn&rsquo;t always make it into a press release. Each episode blends candid conversations between two editors, interviews with industry leaders, advisors, destination execs, and the people behind the stories we publish. If you work in travel, you came to the right place.

Canada’s travel trade doesn’t need more spin — it needs real talk. On You Came to the Right Place, TravelPulse Canada's Natasha Lair and Jen Mallia unpack the news, trends, and tensions shaping the industry, with candid conversations and a distinctly Canadian point of view.

Between them, Natasha Lair and Jen Mallia bring more than four decades of media and travel editorial experience to the mic.

Ontario-based Natasha, Managing Editor of TravelPulse Canada, is warm, funny and deeply curious - known for finding the human angle and cutting through industry spin with factual, unbiased reporting. Edmonton-based Jen, Senior Editor and travel media expert, brings two decades of travel media experience, along with charm, quick wit and sharp industry insight.

Together, they deliver real talk, smart perspective and just enough sarcasm to keep it interesting.

Questions or comments? Contact us at mail@travelpulse.com

Canada&rsquo;s travel trade doesn&rsquo;t need more spin &mdash; it needs real talk. On&nbsp;You Came to the Right Place, TravelPulse Canada's Natasha Lair and Jen Mallia unpack the news, trends, and tensions shaping the industry, with candid conversations and a distinctly Canadian point of view.
Between them, Natasha Lair and Jen Mallia bring more than four decades of media and travel editorial experience to the mic.
Ontario-based Natasha, Managing Editor of TravelPulse Canada, is warm, funny and deeply curious - known for finding the human angle and cutting through industry spin with factual, unbiased reporting. Edmonton-based Jen, Senior Editor and travel media expert, brings two decades of travel media experience, along with charm, quick wit and sharp industry insight.
Together, they deliver real talk, smart perspective and just enough sarcasm to keep it interesting.
Questions or comments? Contact us at <a href="mailto:mail@travelpulse.com">mail@travelpulse.com</a>

You Came to the Right Place, by TravelPulse Canada

You Came to the Right Place: TravelPulse Canada’s Podcast

The Human Side of Travel: AI, Labour Shortages & the Future of Hospitality

In Episode 17 of You Came to the Right Place, TravelPulse Canada's Natasha Lair and Jen Mallia welcome Laurent Tonnellier of Rail Europe to talk about why travel advisors shouldn't leave rail bookings until the last minute.

From high-speed connections and scenic Swiss routes to overnight trains and multi-country adventures, Tonnellier shares where rail makes more sense than flying, common booking mistakes and what's ahead for European train travel.

Plus, we find out why a five-minute train connection isn't necessarily cause for panic, which European rail journeys belong on every traveller's bucket list and why someone's luggage has no business occupying a perfectly good seat.

And after Laurent leaves the station, Natasha and Jen share their own train travel experiences, pet peeves and a few stories that may have gone slightly off the rails.

This episode of You Came to the Right Place is sponsored by Princess Cruises.

 

ABOUT THE HOSTS

Between them, Natasha Lair and Jen Mallia bring more than four decades of media and travel editorial experience to the mic. Ontario-based Natasha, Managing Editor of TravelPulse Canada, is warm, funny, and deeply curious, known for finding the human angle and cutting through industry spin with factual, unbiased reporting. Edmonton-based Jen, Senior Editor and travel media expert, pairs two decades of travel editorial experience with charm, quick wit, and sharp industry insight. From Central Canada to the West, they’ve got their ears to the ground, delivering real talk, smart analysis, and just enough sarcasm to keep it interesting.

ABOUT THE SHOW

You Came to the Right Place is a Canadian travel industry podcast from TravelPulse Canada. Expect smart conversation, insider context, and the kind of straight talk that doesn’t always make it into a press release. Each episode blends candid conversations between two editors, interviews with industry leaders, advisors, destination execs, and the people behind the stories we publish. If you work in travel, you came to the right place.

In Episode 17 of You Came to the Right Place, TravelPulse Canada's Natasha Lair and Jen Mallia welcome Laurent Tonnellier of Rail Europe to talk about why travel advisors shouldn't leave rail bookings until the last minute.
From high-speed connections and scenic Swiss routes to overnight trains and multi-country adventures, Tonnellier shares where rail makes more sense than flying, common booking mistakes and what's ahead for European train travel.
Plus, we find out why a five-minute train connection isn't necessarily cause for panic, which European rail journeys belong on every traveller's bucket list and why someone's luggage has no business occupying a perfectly good seat.
And after Laurent leaves the station, Natasha and Jen share their own train travel experiences, pet peeves and a few stories that may have gone slightly off the rails.
This episode of You Came to the Right Place is sponsored by <a href="https://www.princess.com/" data-ektron-url="https://www.princess.com/">Princess Cruises</a>.
&nbsp;
ABOUT THE HOSTS
Between them, Natasha Lair and Jen Mallia bring more than four decades of media and travel editorial experience to the mic. Ontario-based Natasha, Managing Editor of TravelPulse Canada, is warm, funny, and deeply curious, known for finding the human angle and cutting through industry spin with factual, unbiased reporting. Edmonton-based Jen, Senior Editor and travel media expert, pairs two decades of travel editorial experience with charm, quick wit, and sharp industry insight. From Central Canada to the West, they&rsquo;ve got their ears to the ground, delivering real talk, smart analysis, and just enough sarcasm to keep it interesting.
ABOUT THE SHOW
You Came to the Right Place is a Canadian travel industry podcast from TravelPulse Canada. Expect smart conversation, insider context, and the kind of straight talk that doesn&rsquo;t always make it into a press release. Each episode blends candid conversations between two editors, interviews with industry leaders, advisors, destination execs, and the people behind the stories we publish. If you work in travel, you came to the right place.

All Aboard! Rail Europe Makes Navigating Europe's Train Networks Easier

In Episode 15 of You Came to the Right Place, Natasha Lair and Jen Mallia sit down with Matt DeWitte, Vice President of Sales and Marketing, Americas for Hurtigruten.

From chasing the Northern Lights and embracing the growing “coolcation” trend to sailing alongside locals on Norway’s historic Coastal Express, DeWitt explains what makes Hurtigruten a different kind of cruise experience.

He also clears up the confusion between Hurtigruten and HX, breaks down the differences between the Original and Signature voyages, and shares what's ahead for the Canadian market, including new itineraries and expanded advisor training.

In this episode:
Why Norway is attracting growing interest from Canadian travellers
What makes Hurtigruten different from traditional cruising
How Hurtigruten’s 130-year history continues to shape the Norwegian coastal experience
The differences between Hurtigruten’s Original and Signature voyages
Why coolcations, Northern Lights and astrotourism are creating new opportunities
How local communities, authentic experiences and Norwegian cuisine are central to the journey
What solo travellers should know about single supplements
Why Canada is an important market for Hurtigruten and what’s ahead for Canadian travel advisors
New itineraries, expanded advisor training and opportunities beyond the traditional coastal route

And in The Pulse Check, Matt shares the cruise industry jargon he’d happily ban, his best packing advice and the Jimmy Buffett song that sums up his philosophy on travel.

Subscribe to You Came to the Right Place wherever you get your podcasts.

ABOUT THE HOSTS

Between them, Natasha Lair and Jen Mallia bring more than four decades of media and travel editorial experience to the mic. Ontario-based Natasha, Managing Editor of TravelPulse Canada, is warm, funny, and deeply curious, known for finding the human angle and cutting through industry spin with factual, unbiased reporting. Edmonton-based Jen, Senior Editor and travel media expert, pairs two decades of travel editorial experience with charm, quick wit, and sharp industry insight. From Central Canada to the West, they’ve got their ears to the ground, delivering real talk, smart analysis, and just enough sarcasm to keep it interesting.

ABOUT THE SHOW

You Came to the Right Place is a Canadian travel industry podcast from TravelPulse Canada. Expect smart conversation, insider context, and the kind of straight talk that doesn’t always make it into a press release. Each episode blends candid conversations between two editors, interviews with industry leaders, advisors, destination execs, and the people behind the stories we publish. If you work in travel, you came to the right place.

In Episode 15 of You Came to the Right Place, Natasha Lair and Jen Mallia sit down with Matt DeWitte, Vice President of Sales and Marketing, Americas for Hurtigruten.
From chasing the Northern Lights and embracing the growing &ldquo;coolcation&rdquo; trend to sailing alongside locals on Norway&rsquo;s historic Coastal Express, DeWitt explains what makes Hurtigruten a different kind of cruise experience.
He also clears up the confusion between Hurtigruten and HX, breaks down the differences between the Original and Signature voyages, and shares what's ahead for the Canadian market, including new itineraries and expanded advisor training.
In this episode:
<ul>
<li>Why Norway is attracting growing interest from Canadian travellers</li>
<li>What makes Hurtigruten different from traditional cruising</li>
<li>How Hurtigruten&rsquo;s 130-year history continues to shape the Norwegian coastal experience</li>
<li>The differences between Hurtigruten&rsquo;s Original and Signature voyages</li>
<li>Why coolcations, Northern Lights and astrotourism are creating new opportunities</li>
<li>How local communities, authentic experiences and Norwegian cuisine are central to the journey</li>
<li>What solo travellers should know about single supplements</li>
<li>Why Canada is an important market for Hurtigruten and what&rsquo;s ahead for Canadian travel advisors</li>
<li>New itineraries, expanded advisor training and opportunities beyond the traditional coastal route</li>
</ul>
And in The Pulse Check, Matt shares the cruise industry jargon he&rsquo;d happily ban, his best packing advice and the Jimmy Buffett song that sums up his philosophy on travel.
Subscribe to You Came to the Right Place wherever you get your podcasts.
ABOUT THE HOSTS
Between them, Natasha Lair and Jen Mallia bring more than four decades of media and travel editorial experience to the mic. Ontario-based Natasha, Managing Editor of TravelPulse Canada, is warm, funny, and deeply curious, known for finding the human angle and cutting through industry spin with factual, unbiased reporting. Edmonton-based Jen, Senior Editor and travel media expert, pairs two decades of travel editorial experience with charm, quick wit, and sharp industry insight. From Central Canada to the West, they&rsquo;ve got their ears to the ground, delivering real talk, smart analysis, and just enough sarcasm to keep it interesting.
ABOUT THE SHOW
You Came to the Right Place is a Canadian travel industry podcast from TravelPulse Canada. Expect smart conversation, insider context, and the kind of straight talk that doesn&rsquo;t always make it into a press release. Each episode blends candid conversations between two editors, interviews with industry leaders, advisors, destination execs, and the people behind the stories we publish. If you work in travel, you came to the right place.

What the Fjord? Hurtigruten’s Matt DeWitte Talks Norway

In Episode 14 of You Came to the Right Place, Natasha Lair and Jen Mallia sit down with Tania Kedikian, Vice President of Tourism at Development Counsellors International (DCI), to unpack new research into who the Canadian traveller is in 2026.

In this episode:
Where Canadians are travelling   
Why long-haul travel is on the rise  
How much Canadians — and affluent Canadians — are spending on travel  
How travel preferences differ across Canadian provinces  
Why safety, value and quality accommodations matter to Canadian travellers  
How social media and AI are continuing to change the way Canadians discover and plan trips  
What these changing habits mean for travel advisors  
Why the Canadian traveller can’t be treated as one single market  

And in The Pulse Check, Tania reveals her biggest travel pet peeve, the travel trend she thinks is officially overhyped, and the destination she’d board a flight to tomorrow.

Subscribe to You Came to the Right Place wherever you get your podcasts.

ABOUT THE HOSTS

Between them, Natasha Lair and Jen Mallia bring more than four decades of media and travel editorial experience to the mic. Ontario-based Natasha, Managing Editor of TravelPulse Canada, is warm, funny, and deeply curious, known for finding the human angle and cutting through industry spin with factual, unbiased reporting. Edmonton-based Jen, Senior Editor and travel media expert, pairs two decades of travel editorial experience with charm, quick wit, and sharp industry insight. From Central Canada to the West, they’ve got their ears to the ground, delivering real talk, smart analysis, and just enough sarcasm to keep it interesting.

ABOUT THE SHOW

You Came to the Right Place is a Canadian travel industry podcast from TravelPulse Canada. Expect smart conversation, insider context, and the kind of straight talk that doesn’t always make it into a press release. Each episode blends candid conversations between two editors, interviews with industry leaders, advisors, destination execs, and the people behind the stories we publish. If you work in travel, you came to the right place.

In Episode 14 of You Came to the Right Place, Natasha Lair and Jen Mallia sit down with Tania Kedikian, Vice President of Tourism at Development Counsellors International (DCI), to unpack new research into who the Canadian traveller is in 2026.
In this episode:
<ul>
<li>Where Canadians are travelling&nbsp; &nbsp;</li>
<li>Why long-haul travel is on the rise &nbsp;</li>
<li>How much Canadians &mdash; and affluent Canadians &mdash; are spending on travel &nbsp;</li>
<li>How travel preferences differ across Canadian provinces &nbsp;</li>
<li>Why safety, value and quality accommodations matter to Canadian travellers &nbsp;</li>
<li>How social media and AI are continuing to change the way Canadians discover and plan trips &nbsp;</li>
<li>What these changing habits mean for travel advisors &nbsp;</li>
<li>Why the Canadian traveller can&rsquo;t be treated as one single market &nbsp;</li>
</ul>
And in The Pulse Check, Tania reveals her biggest travel pet peeve, the travel trend she thinks is officially overhyped, and the destination she&rsquo;d board a flight to tomorrow.
Subscribe to You Came to the Right Place wherever you get your podcasts.
ABOUT THE HOSTS
Between them, Natasha Lair and Jen Mallia bring more than four decades of media and travel editorial experience to the mic. Ontario-based Natasha, Managing Editor of TravelPulse Canada, is warm, funny, and deeply curious, known for finding the human angle and cutting through industry spin with factual, unbiased reporting. Edmonton-based Jen, Senior Editor and travel media expert, pairs two decades of travel editorial experience with charm, quick wit, and sharp industry insight. From Central Canada to the West, they&rsquo;ve got their ears to the ground, delivering real talk, smart analysis, and just enough sarcasm to keep it interesting.
ABOUT THE SHOW
You Came to the Right Place is a Canadian travel industry podcast from TravelPulse Canada. Expect smart conversation, insider context, and the kind of straight talk that doesn&rsquo;t always make it into a press release. Each episode blends candid conversations between two editors, interviews with industry leaders, advisors, destination execs, and the people behind the stories we publish. If you work in travel, you came to the right place.

The Human Side of Travel: AI, Labour Shortages & the Future of Hospitality

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