Virgin Atlantic's Concierge Service Goes Live

Virgin Atlantic has today unveiled the full rollout of its innovative 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 traveler 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. It’s technology done the Virgin way: brilliantly different, wonderfully personal, and always focused on what matters most, the airline’s guests.

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.

Together, the Virgin Atlantic Concierge and mobile app mark a new chapter in the airline’s commitment advancing personalization, blending cutting-edge technology with warmth and service.

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.

“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.

“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.

“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.”

Nicolai Skabo, EMEA Enterprise Leader at OpenAI, said, “We’re proud to help Virgin Atlantic bring the benefits of AI to every part of its business — from giving employees smarter tools to powering new customer experiences. With its new digital Concierge, Virgin Atlantic is integrating advanced intelligence into each stage of travel. Travelers get personalized support by voice, image, or text showing how leading brands like Virgin Atlantic can deliver intuitive, on-brand service at scale to elevate service and streamline operations.”

Sam Netherwood, Co-founder and Head of Design at Tomoro, added: "We're incredibly proud of what we've built with Virgin Atlantic. We knew there was an opportunity to create something genuinely unique.

"We've worked closely with Virgin Atlantic to capture what makes their service special: the warmth, the expertise, the personal touch their team brings to every interaction. Using OpenAI's technology and our expertise building intelligent customer service experiences, we've helped bring Virgin Atlantic's exceptional hospitality to digital channels.

“It was critical that the Concierge isn't just another chatbot. We’ve designed and built a Concierge experience that actually listens to guests, responds in a way that feels natural and curates and visualises travel plans in a way you simply can’t do traditionally."

The launch marks another milestone in Virgin Atlantic’s mission to create brilliantly different experiences across every touchpoint on the ground, in the air, and now online. With travel planning, the Virgin way.