Virgin Atlantic unveils new travel planning Concierge

Virgin Atlantic has unveiled its Virgin Atlantic Concierge across both the Virgin Atlantic and Virgin Atlantic Holidays websites, giving every guest access to an intelligent, always-on travel companion that redefines how journeys are planned and booked.

Developed in collaboration with OpenAI and Tomoro teams, Virgin Atlantic is the first European airline to use OpenAI’s advanced voice models through its API to create an on-brand, personalized customer interaction. The digital Concierge combines the warmth and personality of Virgin Atlantic with cutting-edge AI technology.

Whether guests are seeking the perfect getaway, exploring Virgin Atlantic Holidays, or booking their next flight, the Concierge listens, understands, and curates tailored recommendations in real time, offering a seamless way to plan, book, and dream about future travels through natural conversation. Guests can choose to tap, type or talk, enjoying effortless interaction however they prefer.

Using the latest in multi-modal AI technology developed by OpenAI, the Concierge learns traveller preferences and draws on details shared by guests to recommend the best options for flights, holidays, and more. It offers hands-free assistance whenever needed anytime, anywhere, and in any language.

Beyond trip planning, the concierge also supports Flying Club inquiries and general customer assistance, creating a seamless, personalized digital experience that feels uniquely Virgin Atlantic.

The launch of Concierge coincides with the upcoming introduction of the airline’s new mobile app, available from 2026. Designed to put the world of Virgin Atlantic in the pocket of every guest, the app seamlessly integrates both airline and holiday journeys into one intuitive platform.

Siobhan Fitzpatrick, Chief Experience Officer, Virgin Atlantic added: “We’re excited to introduce our new Concierge service, now live for guests on the Virgin Atlantic website.

Fitzpatrick continued: “Our new Concierge reimagines how we connect with our guests. It listens, understands, and responds helping to plan trips with the same intuitive care you’d expect from our teams.”

She pointed out that: “Our aim is to deliver brilliantly different experiences while continuing our evolution from challenger to leader in premium travel. The launch of our new Concierge brings that philosophy to life, making travel feel personal, blending the warmth of our people with the power of technology to make every journey effortless. It’s another step on our journey to become the most loved travel company, redefining what premium service means in the digital age.”

And Fitzpatrick added: “Artificial intelligence is the next step in that journey, a tool that empowers our people, helps us work faster and smarter, and enables us to deliver brilliantly different experiences for our customers.”

Go to www.fly.virgin.com for more.