Aussie Airline First To Adopt Game-Changing Customer System

Aussies will be among the first to enjoy the benefits of a game-changing AI assistant for airlines that transforms how travellers plan, book and manage journeys.

Virgin Australia is the first airline to adopt the recently launched Concierge IQ solution from Sabre.

Built on the Sabre IQ artificial intelligence layer, it goes beyond flights to create complete packages – combining hotels, ancillaries and third-party offers – and brings conversational intelligence to every stage of travel.

“Concierge IQ can transform the passenger journey – automating shopping, upgrades and loyalty redemption – so airlines deliver real results and unforgettable experiences,” said Garry Wiseman, Chief Product & Technology Officer at Sabre.

“This technology empowers airlines to harness generative AI for smarter conversions, deeper loyalty and personalised offers, all powered by real-time data.”

Unlike generic chatbots, standalone travel apps or automated calling systems, the consumer-facing Concierge IQ solution utilises large language model (LLM) AI, understanding layered questions and interpreting intent to deliver accurate, bookable results.

The result is genuine, scalable personalisation that also helps brands unlock additional annual revenue.

Travellers chat naturally on their choice of platform (e.g. web, airline mobile apps and WhatsApp) to find and book tailored recommendations of the best routes, dates and stays within their budget without switching apps or waiting on hold.

When prompted, proprietary models in Concierge IQ suggest optimised upgrades, bundles and ancillaries. Dynamic rules then keep pricing and policies aligned across every channel.

When it comes time to pay, Concierge IQ directs travellers to where they can redeem loyalty points, use multiple payment methods, or combine both in a single transaction.

Plus, Concierge IQ integrates into an airline’s loyalty system to analyse traveller data in real time, proactively suggesting optimal ways to redeem points for flights, upgrades and ancillaries.

When plans change, travellers can prompt Concierge IQ to step in and instantly rebook, redeem miles, process refunds, or track bags in the same chat where their journey began.

Virgin Australia will deploy the solution’s unified capabilities – including real-time flight and baggage tracking, content packaging and continuous retail experimentation – to set a new standard for direct channel engagement and operational efficiency.

“We are excited to be partnering with Sabre on new technologies to better serve our customers,” said Alex Plummer, General Manager, Digital at Virgin Australia.

“This GenAI chat channel is an important step forward for Virgin Australia’s next wave of digital shopping, booking and servicing experiences.”

https://www.virginaustralia.com/au