Vueling's AI assistant handles bookings, check-in and invoices on its website
Vueling put a generative AI virtual assistant live on its website in March 2025, answering questions on reservations, check-in and boarding around the clock and letting customers add services or request invoices without staff. Vueling has not published usage or resolution figures.
Vueling, the IAG group's low cost airline based in Barcelona, operates close to 700 flights a day. Requests such as invoices, flight certificates and added services are routine work for its contact centre.
In July 2026 it added a second, separate use of AI: a summer campaign assistant built on Google's Gemini.
Selected implementations
The work behind the evidence
01 / Deployed · limited scope
An assistant that completes the request
The operational problem
Many customer contacts are simple tasks, such as an invoice or an added bag, that still take an agent's time.
What the evidence reports
Vueling presented the assistant at MWC on 3 March 2025, saying it was already operational on its website and available 24 hours a day, Aviación al Día reported. It answers questions about reservations, check-in and boarding, and lets customers add services and request invoices and flight certificates without staff help.
Operational significance
An assistant that completes transactions removes work from the contact centre, which a chatbot that only answers questions does not.
Evidence still needed
Vueling has not named the supplier or model, or published usage, resolution or handover figures.
A source can verify an announcement without verifying its projected outcome.
02 / Deployed · limited scope
A Gemini assistant for a summer campaign
The operational problem
A campaign that asks people to engage with the brand needs a reason for them to stay and share.
What the evidence reports
Future Travel Experience reported on 16 July 2026 that Vueling had launched a virtual assistant built on Google's Gemini for its summer campaign. It asks users for their favourite summer memory and turns the answer into a personalised digital magnet, in the user's own language. QR codes on the seat backs of 20 aircraft with Wi-Fi let passengers use it during the flight.
Operational significance
The campaign puts generative AI in front of passengers onboard, in a marketing use with little at stake.
Evidence still needed
No usage or engagement figures have been published, and the assistant is tied to a single campaign.
A source can verify an announcement without verifying its projected outcome.
The wider register
Other tracked activity
Other records are shown separately, including non-AI technology and programmes at different stages of deployment. A register entry does not establish a measured AI benefit.
No other publicly listed records.
Editorial assessment
Vueling's customer service AI is a working assistant that customers use without an agent, described in a single announcement.
Resolution figures, or the share of requests completed without an agent, would show how much work it takes off the contact centre.
Live data from the Aerostack register. Status reflects published evidence only. See Our approach for how records are graded.
Aerostack register · 2 tracked deployments
Aerostack tracks AI deployments across airports and airlines, with the published evidence behind each record. Photography is real aviation imagery. Record thumbnails may show the named airport or airline; other photographs do not.
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