VIRGIN AUSTRALIA RETAILS WITH
SabreMosaic™
By leveraging AI and a customer-centric approach, Virgin Australia is accelerating towards its modern retailing vision.
Redefining airline retailing
One of Australia’s largest airlines, Virgin Australia is a value carrier serving domestic as well as short-haul international destinations. Utilizing an extensive portfolio of Sabre solutions, including SabreSonic PSS, network planning and revenue management, Virgin Australia has experienced strong growth since the pandemic, returning to its first full year of profitability in 2023.
Seeking to capitalize on this growth and strengthen its position as Australia’s most innovative airline, Virgin Australia made the decision to become an early-mover in the industry transition to offer- and order-based modern retailing. With a proven track record of delivery over the last three years, a deep understanding of the Virgin Australia business and a commitment to innovation and leading the industry, Sabre was the natural choice to help Virgin Australia forge ahead and build competitive advantage.
Virgin Australia: Driving innovation with SabreMosaic
Virgin Australia is reshaping customer experiences and redefining airline retailing. Chief Information Officer David Hogarth highlights the power of SabreMosaic in enabling the airline’s journey toward smarter, faster, and more personalized travel.
To stand out in Australia’s competitive airline market, we’re doubling down on innovation and the power of technology to deliver wonderful traveler experiences. SabreMosaic is future-focused and customer-centric, and will propel us to new retailing heights.
David Hogarth
Chief Information Officer | Virgin Australia
Ambition
Overcoming adversity with a future-focused strategy
Since being recapitalized amid the pandemic, Virgin Australia is committed to modernizing technology to boost revenue. Operating on some of the busiest routes in the world, Virgin Australia identified the need to maximize conversion and optimize the value of every customer booking.
With a focus on premium leisure and business travel, well over half of all bookings now come through its owned channels, giving rise to the need for an enhanced customer experience through those direct channels to strengthen loyalty.
action
Leading in customer experience
Virgin Australia understands that the transition towards an offer- and order-based future vision will take time and require a multi-year investment. Virgin Australia seeks to leverage an early-mover advantage, setting the pace for others to follow and arriving at its retailing destination ahead of the competition. The incremental steps along the transformation path will deliver enhancements to the traveler experience, a key priority for the Virgin Australia brand and in keeping with other future-focused customer innovations such as the Middle Seat Lottery and baggage tracking tool.
To modernize and innovate for an enhanced customer experience, Virgin Australia needs a platform that is cloud-native, modular and flexible. SabreMosaic delivers all of this and more with:
A scalable and secure Google Cloud-native infrastructure.
A microservice-enabled architecture that supports modularity.
Developer-friendly open APIs with seamless ecosystem integrations.
SabreMosaic Air Price IQ™ was the natural starting point on our retail transformation journey, enabling us to generate incremental revenue through dynamically-priced offers from day one.
Dave Emerson
Chief Commercial Officer | Virgin Australia
To thrive in a highly competitive market, Virgin Australia identified offer optimization as critical to its long-term success and profitability – and implemented the Offer Management suite with AI-powered products including SabreMosaic Air Price IQ™ and SabreMosaic Ancillary IQ™ to maximize conversion.
Powered by Sabre Travel AI™, which was developed in partnership with Google, SabreMosaic Air Price IQ™ is already enabling Virgin Australia to dynamically optimize airfare offers based on marketplace insights.
Using embedded machine learning models, SabreMosaic Ancillary IQ™ considers passenger and trip insights to present Virgin Australia’s travelers with personalized seat ancillary offers that they are more likely to purchase.
We’re excited to continue to work with Sabre on offer and order technology to bring new innovations to both our revenue management space and to our direct channel for our customers.
David Hogarth
Chief Information Officer | Virgin Australia
outcomes
Transforming the traveler experience
To enhance the customer experience, Virgin Australia will leverage the Customer Touchpoints suite to deliver a seamless booking experience and unified brand interaction across all traveler touchpoints.
SabreMosaic™ eCommerce simplifies multi-content bookings and order management while maintaining a cohesive brand presence. SabreMosaic™ Notifications ensures timely travel updates to passengers via their preferred communication methods (e.g. email, text etc.)
Together, these tools transform the traveler experience, enhancing satisfaction and driving loyalty.
partnership
Going places together
As Virgin Australia embarks on this transformative journey with SabreMosaic, it is not just upgrading their technology but redefining what it means to offer a modern travel experience. By leveraging cutting-edge AI solutions and a customer-centric approach, Virgin Australia is poised to accelerate towards its modern retailing vision.
The strategic implementation of SabreMosaic’s comprehensive suites will enable Virgin Australia to optimize offers, enhance customer interactions, and boost loyalty. As it continues to innovate and evolve, Virgin Australia is charting a path towards becoming Australia’s most loved airline, demonstrating that it’s commitment to excellence and customer satisfaction knows no bounds.
Go further with SabreMosaic
Our ten modular technology suites are here and ready to work. We’re committed to this flexible approach so you can take your airline to the new world of offers and orders. Choose the components you are ready for now. Add more later. It is up to you.