Sabre Debuts Gen AI Chat Concierge to Streamline Airline Bookings

Sabre has launched a new generative artificial intelligence (gen AI) chat solution for airlines, designed to let travelers plan, book and manage trips through a single conversational interface.

Called SabreMosaic Concierge IQ, the tool enables passengers to book flights, hotels and ancillaries seamlessly in one chat. Integrated into Sabre’s airline retailing platform, it delivers what the company describes as a competitive edge in retailing and customer service through an API-driven architecture and advanced AI models built on Google Cloud.

Virgin Australia is the first carrier to adopt Concierge IQ.

“This is a conversational commerce layer built on top of our AI IP layer,” Sabre president and CEO Kurt Ekert said at The Phocuswright Conference. “It enables research, search, booking and post-service support—all in one conversational element. If consumers latch onto this, you can see a major shift in how travel is booked and serviced.”

Airlines can deploy the tool across preferred chat channels, including web, mobile apps and WhatsApp, allowing customers to browse and book without switching apps or waiting on hold. Concierge IQ also recommends upgrades, bundles and ancillaries, and highlights when travelers can redeem loyalty points or use multiple payment methods.

The system integrates with airline loyalty programs to analyze traveler data and suggest the most effective ways to use miles. Passengers can also request itinerary changes, rebooking, refunds and baggage tracking directly through the chat interface.

“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 and technology officer at Sabre. “This technology empowers airlines to harness generative AI for smarter conversions, deeper loyalty and personalized offers.”

The launch follows Sabre’s September release of its first AI-ready APIs, enabling real-time shopping, booking and servicing by AI agents.

Tags: phocuswire

Sabre Debuts Gen AI Chat Concierge to Streamline Airline Bookings

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