Sabre Launches Concierge IQ, a Generative AI Assistant Revolutionizing Airline Customer Support
Sabre introduced Concierge IQ, an AI-powered generative assistant designed for airlines to offer seamless end-to-end customer support—including trip planning, fare shopping, loyalty redemption, and disruption management—via natural language chat.
Sabre, a global leader in travel technology, has launched SabreMosaic Concierge IQ, an innovative generative AI chat solution designed to transform airline customer service. Released in November 2025, Concierge IQ enables passengers to plan, book, and manage entire trips within a single, natural language conversation, streamlining travel experiences while reducing the burden on traditional call centers.
Built on Sabre’s proprietary IQ AI layer and Google Cloud infrastructure, Concierge IQ uniquely integrates flight options, hotel bookings, ancillary services, and third-party offers into cohesive packages. It supports real-time loyalty points redemption, multiple payment methods, dynamic pricing rules, refund processing, and even baggage tracking—all handled within the same chat interface.
Unlike conventional chatbot systems or isolated travel apps, Concierge IQ provides contextual understanding and empathy by managing itinerary changes, disruptions, and rebookings dynamically, mimicking human judgment with greater speed and accuracy. Tasks that previously took hours, such as rebooking flights after delays or redeeming miles, now happen in seconds.
Virgin Australia is the first airline to deploy Concierge IQ, pioneering capabilities such as real-time flight tracking, content packaging, and continuous retail experimentation to deliver a unified customer experience. The solution promises higher booking conversions, improved ancillary revenue, and enhanced customer loyalty.
Garry Wiseman, Sabre’s Chief Product & Technology Officer, emphasized, “Concierge IQ can transform the passenger journey—automating shopping, upgrades, and loyalty redemption—so airlines deliver real results and unforgettable experiences using generative AI powered by real-time data.”
By embedding advanced AI across all touchpoints of the travel lifecycle, SabreMosaic Concierge IQ sets a new industry standard for operational efficiency and traveler satisfaction in the digital age.
