Sabre Corporation has unveiled SabreMosaic™ Concierge IQ™, a generative AI-powered assistant designed to redefine how airlines interact with passengers across every stage of travel. The solution introduces conversational AI directly into airline digital channels, offering seamless planning, booking, and servicing through a single chat interface.
A unified travel companion powered by AI
Concierge IQ is engineered to handle complex traveller questions, interpret intent, and provide bookable results without requiring passengers to navigate multiple apps or wait in call center queues. Using advanced large language models, the system builds complete trip packages that include flights, hotels, ancillaries, and third-party products.
The assistant operates across airline websites, mobile apps, and messaging platforms, giving travellers instant recommendations tailored to budget, preferences, and loyalty status. Its retailing engine dynamically suggests upgrades and bundled offers, while ensuring consistent pricing and policies across all channels.
End-to-end servicing in real time
Beyond shopping, Concierge IQ is designed to support the full journey. When plans shift or disruptions occur, the system can immediately rebook itineraries, process refunds, apply loyalty redemptions, and track baggage, without requiring the traveller to start a new interaction. The AI is built to maintain context throughout the conversation, enabling rapid, human-like decision making.
Integrated loyalty capabilities allow passengers to redeem points, mix payment methods, or discover optimal ways to use earned miles. All of this is powered by the broader SabreMosaic Airline Retailing platform, which merges proprietary AI models with large-scale data processing to support intelligent offer creation and order management.
“Concierge IQ can transform the passenger journey – automating shopping, upgrades, and loyalty redemption – so airlines deliver real results and unforgettable experiences. This technology empowers airlines to harness generative AI for smarter conversions, deeper loyalty, and personalized offers, all powered by real-time data.” – Garry Wiseman, Chief Product & Technology Officer at Sabre.
Implications for the Middle East travel market
The launch of Concierge IQ arrives at a time when Middle East airlines are rapidly expanding digital transformation initiatives. With the region’s carriers competing to deliver hyper-personalised services and frictionless travel experiences, generative AI-driven tools like Concierge IQ align with the broader shift toward smart retailing, predictive servicing, and seamless multi-channel customer engagement.
As Gulf-based airlines continue to invest in AI and customer experience innovation, a solution that unifies planning, booking, loyalty, and servicing through conversation could play a significant role in shaping the next era of AI in travel across the Middle East.
