Summary:
- Iberia has launched a ChatGPT app powered by OpenAI, enabling customers to search, plan and book travel through conversational AI.
- The app supports personalised travel inspiration, flexible search and direct access to Iberia’s booking environment within the airline ecosystem.
- The initiative forms part of Iberia’s Flight Plan 2030 strategy and expands its use of AI to enhance customer experience across the travel journey.
Iberia – a member of International Airlines Group (a Corporate Partner of the FTE Digital, Innovation & Startup Hub) – has unveiled its ChatGPT app, marking the latest evolution of its artificial intelligence (AI)-powered conversational experience.
Developed using OpenAI technology, Iberia’s ChatGPT app enables more natural, flexible and contextual travel search experiences within ChatGPT. With this launch, Iberia continues to explore new digital channels capable of supporting customers throughout their journey, from initial inspiration to accessing the booking process within the Iberia ecosystem.
Iberia’s ChatGPT app adapts to each traveller’s stage of planning. To access it, users can simply begin their prompt with ‘Iberia’ – the app will then appear within the conversation and use the relevant context to help complete the task. The first time the app is used, users will be asked to connect it, so they can understand what information may be shared. From there, users can search for flights, seek destination inspiration, or explore travel options based on their dates, preferences and travel style.
Travellers who already know their destination and travel dates can enjoy a straightforward experience similar to Iberia’s own app, selecting flights and cabin classes before completing their booking within Iberia’s usual environment. For those seeking inspiration or travelling with flexible dates, the experience supports queries such as ‘I want to travel in October to a destination with good weather’ or ‘I’m looking for a weekend getaway from Madrid’, providing recommendations tailored to their preferences. Users can also consult a visual calendar displaying travel options based on availability and price. The conversation adapts to the user’s intent, enabling travellers to explore alternatives in a far more natural and intuitive way.
“At Iberia, we see innovation as a way to improve our customers’ real-life experience,” said Ferrán García, Director of Transformation, Innovation, Data and AI, Iberia. “With the launch of Iberia’s ChatGPT app, we are taking another step forward in the use of artificial intelligence to create more natural, personalised and useful interactions, supporting travellers from inspiration through to trip planning.”
The launch of Iberia’s ChatGPT app represents another milestone in the airline’s innovation strategy, which forms part of its Flight Plan 2030 roadmap and its commitment to applying AI to enhance the customer experience. Following the launch of Iberia GPT, one of the airline’s earlier conversational AI initiatives, the company is taking a further step towards experiences capable of supporting users throughout the entire travel planning process, from initial inspiration to booking access. The initiative forms part of the work carried out by Iberia’s Innovation Hub, which focuses on exploring new digital solutions that can improve both the customer experience and the airline’s operations.
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