Webjet Group has partnered with Amazon Web Services (AWS) and Microsoft on AI solutions aimed at transforming both the customer experience and operational efficiency
The projects form part of Webjet’s FY30 Strategic Plan and are aimed at transforming how travellers plan, book and manage their journeys, while strengthening Webjet’s position as a technology leader.
This announcement follows last week’s news that Webjet will acquire corporate travel management company Locomote, which will be rebranded as Webjet Business Travel.
Webjet strengthens corporate travel offering with Locomote acquisition
AWS: AI agent for customer service
Webjet and AWS have developed a prototype AI agent for Webjet’s contact centres, integrated with Amazon Connect. The tool is designed to streamline flight changes and cancellations, and make dynamic airline fare rules instantly accessible for customer service teams.
Preparing for internal rollout, the AI agent is expected to deliver faster response times, provide clearer visibility of costs, improve efficiency, and lower operating expenses.
“Together, we’ve created a cutting-edge solution that not only enhances operational efficiency but reimagines how travel companies can better serve their customers,” said Nam Je Cho, Director of Solutions Architecture at AWS ANZ.
Microsoft: multi-modal AI travel planner
In parallel, Webjet and Microsoft have developed a proof-of-concept for an agentic AI travel planner capable of personalised, context-aware recommendations, real-time itinerary adjustments and conversational guidance.
The roadmap includes an internal pilot with Webjet travel experts before refining the tool for consumers. Future plans envision the planner being distributed via generative AI marketplaces, reaching new digital-first audiences.
“Together, we are harnessing the power of AI to reimagine the travel experience, making it more personalised, seamless and secure,” said Jo Dooley, Vice President Enterprise Commercial at Microsoft ANZ.
Commitment to AI leadership
Webjet CEO and Managing Director Katrina Barry said the partnerships highlight the company’s commitment to innovation.
“Technology and innovation have always been at Webjet’s core, and we’re inspired by the opportunities AI brings to further strengthen our capabilities,” Barry said. “These initiatives mark an important step in advancing AI-driven travel innovation, while equipping our people with the skills and tools to thrive in an AI-enabled future.”