Airlines to Boost Customer Engagement with Sabre’s New Concierge IQ™ AI Solution: What You Need To Know

Published on November 23, 2025

Sabre Corporation, a global leader in travel technology, has launched its innovative Concierge IQ™, a generative AI-powered assistant designed to revolutionize how airlines engage with passengers. With this cutting-edge solution, Sabre aims to transform the entire travel experience by providing a seamless, conversational platform for travelers to plan, book, and manage their trips. The Concierge IQ™ solution integrates AI to offer personalized, real-time recommendations and assistance, helping airlines enhance customer service, boost loyalty, and increase revenue.

This next-generation tool is a significant leap forward in the airline industry, enabling passengers to communicate naturally with airlines across multiple platforms, whether through web interfaces, mobile apps, or even WhatsApp, without the need for frustrating automated systems or the hassle of switching apps.

A Seamless and Personalized Travel Experience with Concierge IQ™

Unlike traditional chatbots or travel apps, Concierge IQ™ uses large language models (LLMs) to understand complex questions and respond with contextually relevant, bookable results. This AI-powered assistant goes beyond simple queries, helping travelers at every stage of their journey—from planning and booking to post-trip services like rebooking, refunds, and baggage tracking.

Travelers can simply chat with Concierge IQ™ to receive personalized recommendations for flights, hotels, and ancillary services based on their preferences, budget, and loyalty points. The assistant also suggests upgrades, bundles, and exclusive offers that enhance the overall travel experience. By automating processes such as loyalty redemption and payment handling, Concierge IQ™ allows airlines to offer a smoother, more intuitive customer journey, all while integrating seamlessly with their existing loyalty systems.

Real-Time, Scalable Support for Travellers

One of the standout features of Concierge IQ™ is its ability to offer real-time support throughout the entire travel experience. If plans change or travelers need to make adjustments, they can easily request rebookings, process refunds, or track baggage, all within the same conversation. This not only reduces the time and effort involved in managing travel disruptions but also provides passengers with a consistent, human-like service experience.

By integrating SabreMosaic, Sabre’s airline retailing platform, with Concierge IQ™, airlines gain access to powerful AI capabilities that analyze customer data, operational information, and third-party services to manage offers and streamline the entire booking process. This enables airlines to deliver more personalized travel options, increasing conversion rates and deepening customer loyalty.

SabreMosaic’s Role in the Airline Industry

The SabreMosaic Airline Retailing platform forms the foundation for Concierge IQ™, providing airlines with the ability to engage passengers through modular, API-driven architecture. By leveraging Google Cloud infrastructure, this platform can handle vast amounts of customer, operational, and third-party data, enabling airlines to offer personalized experiences, dynamic pricing, and optimized service delivery across all channels. This integration allows airlines to capture new revenue opportunities while maintaining consistency and efficiency across their operations.

Virgin Australia Leads the Way with Concierge IQ™

Virgin Australia is the first airline to adopt Concierge IQ™, marking a milestone in the adoption of generative AI for the travel industry. With Concierge IQ™, Virgin Australia aims to redefine how it engages with passengers, using real-time flight tracking, baggage monitoring, and a seamless booking process to offer a more efficient and customer-centric service. The airline is also using the platform to experiment with continuous retail innovation, offering passengers the opportunity to purchase and upgrade services directly through the chat interface.

This partnership showcases the potential of AI and conversational technology to not only improve operational efficiency but also elevate the overall customer experience in the airline industry.

Revolutionizing the Airline Industry with AI-Powered Conversations

By implementing generative AI in its customer service operations, Sabre is paving the way for the next generation of airline technology. The Concierge IQ™ platform brings convenience, personalization, and scalability to the forefront of the travel experience, offering airlines the ability to enhance customer engagement, increase customer loyalty, and boost revenue through smarter, data-driven solutions.

As more airlines adopt AI-driven technology, the travel industry will likely see a shift toward more personalized, automated, and customer-focused service models, redefining how passengers interact with airlines and how airlines meet the evolving demands of modern travelers.

The Future of Travel is AI-Driven and Passenger-Centric

The launch of Concierge IQ™ by Sabre is a game-changer for the airline industry. This AI-powered assistant not only simplifies the booking and travel experience but also enhances customer service across the journey, from planning to post-trip support. With real-time data, personalized recommendations, and seamless integration with loyalty programs, Concierge IQ™ is poised to revolutionize the way airlines interact with their passengers.

As more airlines implement AI-powered solutions like Concierge IQ™, the future of travel will become increasingly personalized, efficient, and enjoyable, setting a new standard for customer service in the aviation industry.