Vueling partners with Google Gemini to deliver AI-powered CX

Vueling has partnered with Google Gemini to launch an AI-powered experience that transforms travellers’ favourite holiday memories into personalised digital magnets, extending customer engagement beyond the booking journey.

Summary:

Vueling has partnered with Google Gemini to launch an AI-powered virtual assistant that creates personalised digital magnets inspired by travellers’ favourite holiday memories.
The initiative extends the airline’s summer campaign through an interactive digital experience, celebrating customers’ unique travel stories and memories.
Passengers can also access the AI experience onboard via QR codes on WiFi-equipped aircraft, reflecting Vueling’s wider strategy of using digital innovation and AI to enhance the customer experience.

Vueling – part of International Airlines Group (a Corporate Partner of the FTE Digital, Innovation & Startup Hub) – is taking another step forward in its commitment to innovation and personalising the customer experience with a new initiative developed in collaboration with Gemini, Google’s AI model.

As part of the airline’s summer campaign ‘Are you a team beach or team city?’, Vueling has launched a virtual assistant powered by Gemini that transforms traveller’s favourite holiday moments into personalised digital magnets. By understanding users’ native language, the AI creates unique content inspired by their memories. The experience begins with a simple question: ‘What is your favourite summer memory?’ Based on the user’s response, the assistant generates a bespoke digital magnet that captures the essence of that special moment.

The initiative puts the focus on what truly makes travel unforgettable, the moments and memories created along the way. In doing so, Vueling aims to extend the spirit of its summer campaign into an interactive AI experience that celebrates travellers’ unique stories.

The experience is also integrated into the onboard experience. Customers travelling with Vueling can access the link through a QR code that they will find on the backs of the seats of 20 aircraft equipped with WiFi connection. This way, customers can create their own custom magnet as they fly to their summer destinations.

Vueling is a digitally native company that has made innovation one of the pillars of its strategy. The airline has promoted pioneering initiatives, being one of the first to sell tickets through a mobile app, to offer digital boarding passes with a QR code and to enable online check-in through smart watch. It has also been one of the first airlines in Europe to allow payments through digital wallets such as Apple Pay or Google Pay. Vueling is currently in the midst of integrating AI into its processes to improve the efficiency of its operations and the customer experience.