By Mohamed Attia
EgyptAir has signed a co-operation agreement with Salesforce, a global leader in customer relationship management (CRM) solutions, to introduce a digital platform that will manage customer interactions and improve the passenger experience across multiple communication channels.
Captain Ahmed Adel, Chairman and CEO of EgyptAir Holding Company, said expanding digital services is one of the airline’s top priorities as it continues to keep pace with the rapid changes in the global aviation industry.
He noted that technology has become a key part of creating smoother and more flexible travel experiences while helping airlines respond to customers’ needs more efficiently.
Adel added that the new platform will enable EgyptAir to make better use of data and smart analytics to improve its services, increase customer satisfaction and loyalty, and support the airline’s plans to offer innovative digital solutions in line with international best practices.
The platform will also strengthen EgyptAir’s ability to communicate proactively with passengers in cases of flight delays, schedule changes, or cancellations by providing faster and more accurate updates, helping improve operational management and build passenger confidence.
The agreement marks the first phase of EgyptAir’s broader customer service digital transformation project, beginning with its website and later expanding to mobile applications.
The project aims to bring all customer touchpoints together on a single digital platform, giving the airline a clearer understanding of passengers’ needs and preferences while delivering faster and more personalised services.
It will also make use of advanced data analytics to improve the customer experience, strengthen marketing campaigns and loyalty programmes, and connect booking, sales, and customer service systems within one integrated digital platform.
