AIArcsen is the Salesforce and Sitecore partner to airlines across the region, from national carriers to low-cost operators. We build the sales, service, loyalty and passenger experience platforms that airlines, airports and logistics operators run on, delivered from the Middle East in Arabic and English.
Where the value is
Aviation is a CX business flown at scale.
Passenger 360 & loyalty
One profile across booking, airport, lounge, and complaint history, with Data 360 identity resolution feeding the offers and tier logic passengers actually feel.
Disruption-day service
IROPS turns contact centres into crisis rooms. Service Cloud case flows plus Agentforce deflection absorb the spike: rebooking answers in seconds, with agents freed for the hard cases.
Ancillary & direct revenue
Marketing Cloud journeys that defend the direct channel: fare alerts, seat and bag offers, abandoned-booking recovery, all measured per language and per route.
Cargo & B2B sales
Sales Cloud for cargo, charter, and corporate travel desks, with pipeline tracked by account and lane.
Digital experience
SitecoreAI for the content around the booking path, from destinations and fleet to campaigns, bilingual by design and fast on mobile networks.
No airline cloud, so we build on the core.
Salesforce sells no dedicated travel product. Airlines and travel groups run on Service Cloud, Sales Cloud, Experience Cloud and Data 360, connected to the passenger service system.
- Service CloudComplaints, refunds and baggage as cases, in Arabic and English.
- Sales Cloud and Experience CloudCorporate, charter and travel-agent sales, and portals for suppliers and partners.
- Data 360One passenger profile from booking, loyalty and service data.
Proof on the record
Five airlines, in detail.
EgyptAir
National carrier · Egypt
Platforms
Sitecore, Salesforce
Scope
- egyptair.com rebuilt on Sitecore, with Arabic and English managed from one system
- One passenger record on Salesforce across bookings, service requests and loyalty
- Integration with the airline’s reservation, loyalty and operational systems
- Phased releases, each live and measured before the next begins
Etihad Airways
National carrier · UAE
Platform
A commercial sales platform on Salesforce for corporate and agency relationships
Scope
- Proposal-to-payment lifecycle with modular contract authoring
- Multi-tier approvals, automated document generation and Adobe Sign e-signature
- Corporate loyalty with real-time carbon offsets through CarbonClick
- Live booking validation through Amadeus
Result
Etihad’s whole commercial operation on one Salesforce platform, live at enterprise scale, with auditable visibility over every deal and corporate account.
Qatar Airways
National carrier · Qatar
Salesforce
Experience Cloud, Service Cloud, Einstein Bots, Messaging for In-App and Web
Scope
- A supplier portal on Experience Cloud for invoice status, payment tracking and documents
- Service Cloud cases for supplier and customer enquiries
- Einstein Bots to triage high-volume, repetitive questions
- Messaging for In-App and Web for asynchronous conversations
Integrations
Qatar Airways’ internal ERP, through secure callouts for real-time financial data
Result
Less inbound volume for accounts payable and supplier relations, faster dispute resolution, and one auditable system of engagement for the supplier base.
Air Cairo
Airline affiliated with EgyptAir · Egypt
Salesforce
Service Cloud, Sales Cloud
Scope
- One passenger record for bookings, requests and history
- Complaints and requests as cases with owners and deadlines, across the call centre, email and digital channels
- Case categories, templates and passenger messages in Arabic and English
- Built to carry marketing journeys and loyalty later, without re-implementation
Air Arabia
Low-cost carrier · UAE
Salesforce
Sales Cloud
Scope
- End-to-end B2B pipeline for corporate and charter flight opportunities
- Accounts, sales visits and the full email history attached to every deal
- Branded quote emails to travel agents and the revenue team in one click
- Business cards scanned on mobile, straight into Salesforce
Result
Fewer clicks, faster quotes and full pipeline visibility for sales leadership, built for the pace of a low-cost carrier.
Your airline
Planning a sales, service or passenger platform?
We’ll walk you through what we built for these carriers and what a first phase would look like for yours.
Passenger experience on Sitecore + SalesforceEgyptAirEgypt’s flag carrier chose Arcsen for its digital front door and passenger CRM.
Passenger CRM on Service + Sales CloudAir CairoOne passenger record, service as cases, in Arabic and English.
B2B distribution on SalesforceflynasContracts, waivers and incentives for travel agents, online travel agencies and corporate clients, on a stabilized Salesforce platform.Corporate sales & loyaltyEtihadProposal-to-payment contract lifecycle with tiered approvals, budget control, and corporate loyalty on Salesforce.Supplier portal & serviceQatar AirwaysA supplier portal on Experience Cloud for invoices, payments and documents, with Service Cloud cases, Einstein Bots and in-app messaging.
B2B sales on Sales CloudAir ArabiaCorporate and charter pipeline, one-click branded quotes to travel agents, and business cards scanned straight into Salesforce.
Luxury hospitality on SalesforceJumeirahGuest relationships at one of the world’s great hotel brands. A Salesforce reference from our delivery portfolio.More travel, hospitality and logistics clients
Almatar
Aurora Aviation
LeasePlan
Salasa
Flow Logistics
Lyve
Working on something similar? Talk to our travel team → · See all our clients →
Insights
Thinking for travel leaders.
Agentforce18 October 2026Rebooking, refunds and agency desks: the first AI agents for airlines
Salesforce3 September 2026What regional airlines put on one passenger record in Salesforce
Sitecore12 October 2026What a booking-led airline website needs from SitecoreAIThe regional picture
The hardest league to fly in, and the best one.
Aviation is national strategy
The Gulf’s super-connector hubs and Saudi Arabia’s aviation build-out put passenger experience on government scorecards as well as airline ones. Budgets follow.
Direct is the battleground
Carriers are pulling distribution back from online travel agencies. That only works when owned channels (web, app and contact centre) convert as well in Arabic as in English.
Service volume is brutal
Fog days, sandstorms, Hajj and Umrah peaks: disruption here is seasonal certainty. Platforms must be sized for the worst day of disruption.
Questions we get
Asked by every airline, answered straight.
Which Salesforce products fit an airline?
Service Cloud and Agentforce for passenger care, Data 360 for identity and loyalty signals, Marketing Cloud for direct-channel revenue, Sales Cloud for cargo and corporate sales, with Sitecore carrying the content layer around booking.
Do you integrate with reservation and loyalty systems?
Integration with the PSS, DCS, and loyalty estate is scoped into the implementation from day one, because that boundary is where airline CRM programmes succeed or fail.
Who have you worked with?
EgyptAir, Etihad Airways, Qatar Airways, Air Cairo, Air Arabia and flynas, among others. The airline stories above show what we built. Talk to us about what that playbook looks like for your operation.
Build the airline passengers brag about.
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