Sabre launches AI solution for airline marketing

Sabre Corporation, a global leader in travel technology, today announced the launch of SabreMosaic™ Concierge IQ™ for airlines, a comprehensive AI-powered generative chat solution that helps travelers plan, book, and manage their trips in a single, seamless conversation.

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

Unlike generic chatbots, standalone travel apps, or frustrating automated calling systems, the consumer-focused Concierge IQ solution uses large language models (LLMs), understanding complex questions and interpreting intent to deliver accurate, bookable results. The result is authentic, scalable personalization that also helps brands generate additional revenue.

Travelers can converse naturally on their preferred platform (e.g.,airline website, mobile apps, and WhatsApp) to find and book personalized recommendations on the best routes, dates, and accommodations within their budget, without switching apps or waiting on hold.

Where appropriate, Concierge IQ's proprietary models suggest optimized upgrades, packages, and additional services. Dynamic rules keep pricing and policies aligned across all channels. At checkout, Concierge IQ guides you through redeeming loyalty points, using multiple payment methods, or combining them in a single transaction. Furthermore, Concierge IQ integrates with the airline's loyalty program to analyze traveler data in real time and proactively suggest the best options for using points on flights, upgrades, and additional services.

Concierge IQ goes beyond planning and booking, offering support throughout the entire journey. When plans
change, travelers can request Concierge IQ to step in to reschedule immediately, redeem miles, process refunds, or track baggage—all within the same conversation where the trip began.

It understands the context and intent and manages itinerary changes with the same empathy and expertise as a
human agent. What used to take hours now happens in seconds.

As part of the SabreMosaic Airline Retailing platform, Concierge IQ is designed to give airlines a measurable advantage in marketing and customer service by leveraging SabreMosaic’s modular, API-based architecture and advanced AI capabilities. The platform integrates proprietary AI models and Google Cloud infrastructure to analyze large volumes of customer, operational, and third-party data, supporting intelligent bid management, order orchestration, and settlement across all channels.

“Concierge IQ can transform the passenger journey—automating purchases, upgrades, and loyalty redemptions—
so airlines can deliver real results and unforgettable experiences,” said Garry Wiseman, Chief Product & Technology Officer at Sabre. “This technology allows airlines to leverage generative AI for smarter conversions, greater loyalty, and personalized offers, all powered by real-time data.”

Virgin Australia is the first airline to adopt Concierge IQ, marking a milestone for generative AI specifically
for the travel industry. As an early adopter, Virgin Australia will implement the solution's integrated capabilities – including real-time flight and baggage tracking, package creation, and continuous retail experimentation – to set a new standard in direct interaction and operational efficiency.
 

“We are excited to collaborate with Sabre on new technologies to better serve our customers,” said Alex Plummer, General Manager, Digital at Virgin Australia. “This AI-powered chat channel represents an important step towards the next evolution of digital shopping, booking, and service experiences at Virgin Australia.”

Source: SABRE.