Qantas launches Concierge bot to provide tailored travel inspiration

Qantas has launched its ‘Qantas Concierge’a chat bot, designed to provide customers with personalised travel inspiration.


The chat bot provides users with sale information and personalised destination informations depending on their responses to questions.

Qantas Concierge is available through Facebook messenger and aims to provide customers with prompt responses and relevant information which is easily accessible.

Kristin Carlos, Qantas head of digital and entertainment, said: “We recognise that different people want to communicate with us in different ways. With over 15 million people on Facebook in Australia, growing our presence with the social networking service makes sense.

“Qantas Concierge is designed to save customers the time and energy involved in planning a trip while empowering them to self-serve from a virtual library of rich travel content.”

As the year progresses Qantas plans to grow the chat bot enabling it to complete operation notifications including boarding passes, itineraries, flight changes and gate updates.


The launch coincides with Qantas becoming an official partner of Facebook for its customer engagement through the platform.

Paul McCrory, group industry director at Facebook Australia and New Zealand said: “Facebook’s partners are a community of best-in-class companies that are looking for innovative means to talk to their customers and new audiences.

“Qantas is always exploring new ways to evolve its customer communication, we look forward to collaborating with them on exciting new projects and pioneering new ground in this space.”


Get the latest media and marketing industry news (and views) direct to your inbox.

Sign up to the free Mumbrella newsletter now.



Sign up to our free daily update to get the latest in media and marketing.