Sabre’s new ‘game-changing’ airline solution

Virgin Australia the first airline to adopt Concierge IQ

Global travel technology company, Sabre, is behind a new all-in-one generative AI chat solution that is said to help travellers plan, book and manage trips in a single conversation.

SabreMosaic Concierge IQ is built on the Sabre IQ artificial intelligence layer and ‘goes beyond flights to create complete packages – combining hotels, ancillaries, and third-party offers – and brings conversational intelligence to every stage of travel’. 

Unlike generic chatbots, standalone travel apps or frustrating 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. 

The solution goes beyond planning and booking to help support the entire travel journey. 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. 

It understands context and intent and manages itinerary changes with the same empathy and judgement as a skilled human agent. What once took hours now happens in seconds. 

As part of the SabreMosaic Airline Retailing platform, Concierge IQ is designed to give airlines a measurable edge in retailing and customer service, leveraging SabreMosaic’s modular, API-driven architecture and advanced AI capabilities. 

The platform integrates proprietary AI models and Google Cloud infrastructure to analyse vast volumes of customer, operational, and third-party data, supporting intelligent offer management, order orchestration, and settlement across all channels. 

“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.” 

Virgin Australia is the first airline to adopt Concierge IQ, marking a milestone for end-to-end, travel-specific generative AI in the industry. 

“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.”