European airlines Air France and KLM told customers late Thursday that a security incident exposed their personal information. The breach came from a third-party service used to handle customer requests, the airlines said.

In a joint statement, the airlines said: “Air France and KLM have detected unusual activity on an external platform we use for customer service. This activity resulted in unauthorized access to customer data.”

The message to customers was more direct: “We are reaching out to you because of a recent data breach involving your personal data. Specifically, a fraudster gained limited access to a third-party system that is used by Air France.”

The airline went on to tell passengers that the accessed details

James Thornton has led Intrepid since 2017, guiding the company through rapid growth, industry upheaval, and its evolution into the world’s largest certified B Corp in travel.

His leadership blends sharp commercial instincts with a clear view of travel’s role in tackling social and environmental challenges. Now, as the industry faces a hyper-digital and disrupted landscape, Thornton is doubling down on connection, values, and bold diversification.

Ahead of his session at Skift Global Forum 2025, he shares why embedding purpose into operations and expanding beyond core products are the next frontier for building resilient and future-ready travel brands.

As the world becomes more digital, how do you see the human side of travel evolving?

“We live in a hyperconnected digital world. Despite this, much of the developed world is suffering from a loneliness epidemic and people are craving human connection more than ever – and I believe businesses that provide it will thrive.” 

“At Intrepid, one of our biggest strengths is our ability to drive positive social connection, whether that’s through community interactions, forging friendship with other travellers or learning from our local tour leaders. Travel is one of the few industries that has an in-built capacity to bring people together and create positive change. We’re keeping human connection at the heart of our business strategy because we know it’s what sets us apart.”

What role should travel companies play in a time of increased division, disruption, and uncertainty?

“In today’s climate, being an impact-driven brand comes with its challenges. But I fundamentally believe companies need to stand for something. We can address some of the most pressing issues of our time by doing so.” 

“For Intrepid, that means creating connection in a time of social isolation and tackling inequality around the world. For me, it’s about staying razor-sharp focused on our values, and ensuring these values are not just symbolic, but actually coming to life in everything that we do as a business.”

What’s one big bet you’re making on the future of travel?

“Intrepid is looking at ways to deepen our local impact and expand our portfolio of Intrepid experiences, providing more brand touchpoints for our customers outside of our core multi-day tour product, and closer to home. One way we will do this is through accommodation.” 

“Intrepid will contribute to the market by delivering immersive experiences that reflect our fundamental responsible business approach, driving value in communities through job creation and training, local procurement and charitable giving. We believe this will be a game-changing initiative for our business, partners and customers.”

Don’t Miss James Thornton at Skift Global Forum 2025

James Thornton’s vision underscores a shift many travel leaders are grappling with: growth increasingly depends on deepening impact, diversifying offerings, and translating purpose into measurable action.

Join us at Skift Global Forum 2025 to hear him unpack how this strategy can redefine the playbook for travel companies worldwide.

Key Points

• Expedia raised its 2025 guidance after a strong Q2, with notable growth in B2B, advertising, and international markets.
• The partnership with Southwest Airlines significantly boosted new customer acquisition and accounted for 5% of Southwest’s passenger volumes.
• Expedia is leveraging AI across its platform to personalize experiences, improve conversion rates, and achieve record-high Net Promoter Scores.

Summary

Expedia Group increased its 2025 guidance following a robust second quarter, driven by strong performance in its B2B, advertising, and international businesses. The company’s partnership with Southwest Airlines generated substantial new business, and international growth, especially in Asia and Europe, offset weaker U.S. demand. Additionally, Expedia’s adoption of AI is enhancing customer experiences and driving higher conversion rates and satisfaction.