AI STRATEGY
“Leading-edge technology gives us that edge”
Oliver Byers, Chief Financial Officer, Virgin Atlantic
The system routes straightforward queries to the AI but hands off complex or sensitive issues to human agents. Virgin Atlantic tracks engagement rates, satisfaction scores and revenue to measure whether the Concierge is working.
Nicolai Skabo, EMEA Enterprise Leader at OpenAI, points to Virgin Atlantic as an example of how airlines can use AI across both employee tools and customer-facing products.
“ 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. Travellers get personalised 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,” says Nicolai.
Virgin Atlantic expands technology partnerships beyond OpenAI The OpenAI Concierge sits within a broader technology programme at Virgin Atlantic. The airline extended
144 February 2026