Virgin Atlantic launches the future of travel planning: your personal Concierge is here

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.

Powered by OpenAI and built in partnership with Tomoro, Virgin Atlantic’s 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, 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 neede , anywhere. Its 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 supports Flying Club queries and general customer assistance, creating a seamless, personalised 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. The app is designed to put the world of Virgin Atlantic in the pocket of every guest, seamlessly integrating 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 personalisation, blending cutting-edge technology with warmth and service.

Siobhan Fitzpatrick, Chief Experience Officer, Virgin Atlantic commented:

“We’re excited to introduce our new Concierge service, now live for guests across Virgin Atlantic and Virgin Atlantic Holidays websites.

“Our new Concierge reimagines how we connect with our guests. It listens, understands, and responds helping to plan holidays and flights 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.

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.

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. 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.”

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.

-ENDS-  

About Virgin Atlantic

Virgin Atlantic was founded by entrepreneur Sir Richard Branson in 1984, with innovation and amazing customer service at its core. Virgin Atlantic has been voted Britain’s only Global Five Star Airline by APEX for the ninth year running in the Official Airline Ratings. Headquartered in London, it employs 9,250 people worldwide, flying customers to 28 destinations throughout the year.

Alongside shareholder and Joint Venture partner Delta Air Lines, Virgin Atlantic operates a leading transatlantic network, with onward connections to over 200 cities around the world. In February 2020, Air France-KLM, Delta Air Lines and Virgin Atlantic launched an expanded Joint Venture, offering a comprehensive route network, convenient flight schedules, competitive fares and reciprocal frequent flyer benefits, including the ability to earn and redeem miles across all carriers. Virgin Atlantic joined

SkyTeam in March 2023 as the global airline alliance’s first and only UK member airline, enhancing the alliance’s transatlantic network and services to and from Heathrow and Manchester Airport.

Virgin Atlantic has been pioneering sustainability leadership for more than 15 years, committing to Net Zero by 2050 and continuous action that reduces environmental impact. The airline operates one of the youngest and most fuel-efficient fleets in the skies, with an average age under seven years.

In October 2022, Virgin Atlantic welcomed its first A330-900’s to the fleet, continuing its transformation towards 100% next generation aircraft by 2028. In November 2023, the airline led a consortium to deliver the world’s first flight across the Atlantic on 100% Sustainable Aviation Fuel (SAF), demonstrating that 100% SAF can be used safely as a drop in fuel in existing infrastructure, engines and airframes. The need to scale production is an industry imperative and Virgin Atlantic is committed to radical collaboration across the energy chain to support commercialisation ahead of 2030.  For more information visit www.virginatlantic.com or via Facebook, Twitter and Instagram @virginatlantic.