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In a new step reflecting its commitment to digital transformation and enhancing customer experience, AIRCAIRO has signed agreements to implement a Customer Relationship Management (CRM) system in collaboration with Salesforce, the world's leading provider of CRM solutions, and Arcsen, which will be responsible for implementing and operating the technology platform.

This milestone marks a significant achievement in AIRCAIRO’s digital transformation journey, making it one of the first Egyptian airlines to adopt the global Salesforce CRM platform. The initiative will support the development of the company's customer service, sales, and marketing ecosystem while strengthening its ability to deliver a more innovative and exceptional travel experience.

The signing ceremony was attended by senior executives from the three companies. Mr. Hussein Sherif, Chairman and CEO of AIRCAIRO, welcomed Mr. Mohamed El Khotany, General Manager of Salesforce for the Middle East, and Mr. Mohamed Abdelsalam, CEO of Arcsen, the project's implementation and consulting partner, at AIRCAIRO’s headquarters to sign the agreements, along with their accompanying delegations.

In the presence of Mohamed El Khotany, General Manager of Salesforce for the Middle East, Mohamed Hegazy, Salesforce Regional Director for Egypt and Moataz ElSisy Aviation Regional Vice President, Salesforce expressed its pride in partnering with AIRCAIRO on this pioneering project, which represents the first fully integrated implementation of the Salesforce Customer 360 platform at one of Egypt's largest airlines.

Salesforce emphasized that the platform will deliver greater speed and efficiency while leveraging the latest artificial intelligence technologies and advanced analytics to enhance the travel experience for AIRCAIRO customers. The solution will provide AI-powered digital assistants available 24/7 to help travelers book flights, manage reservations, complete check-in procedures, answer inquiries instantly, deliver personalized offers and recommendations, and proactively handle flight changes or delays, creating a smoother, smarter, and more satisfying travel experience.

The agreements represent a strategic step in AIRCAIRO’s digital transformation journey through the implementation of a fully integrated customer relationship management ecosystem based on the Salesforce Customer 360 platform. The solution will encompass sales management, marketing, customer service, loyalty programs, contact centers, complaints and compensation management, disruption handling, and air cargo services, providing a unified and comprehensive customer view while enhancing service quality across all customer touchpoints.

During the signing ceremony, Mr. Hussein Sherif, Chairman and CEO of Air Cairo, stated: "This agreement is part of our strategy to modernize our digital infrastructure and adopt the latest global technology solutions in line with the rapid developments taking place in the aviation industry, while elevating the level of services we provide to our passengers." He added: "The implementation of the CRM system represents a transformational step in how we manage customer relationships. It will enable us to deliver more efficient and personalized services, improve response times, and strengthen communication with our customers across all digital channels, ultimately increasing customer satisfaction and supporting the company's future growth plans."

Through this partnership, Salesforce will provide its latest customer relationship management technologies and applications, while Arcsen will oversee the implementation and operation of the digital platform, ensuring adherence to global best practices and the highest levels of efficiency and reliability.

The new system will enable AIRCAIRO to establish a unified customer data platform, analyze customer behavior and preferences, enhance marketing campaigns, improve pre-flight, in-flight, and post-flight services, and support data-driven decision-making through advanced analytics and business intelligence.
This agreement further demonstrates AIRCAIRO’s commitment to investing in modern digital solutions that strengthen its competitive position within the aviation market and support the Egyptian Ministry of Civil Aviation's vision of improving services and enhancing the passenger experience.

AIRCAIRO has previously launched several advanced digital services designed to provide customers with greater convenience, comfort, and faster service delivery, including Online Check-In, the new AIRCAIRO Holidays portal offering flight bookings, hotel accommodations, and transportation services, in addition to other innovative digital services that AIRCAIRO has been among the first to introduce.

At the conclusion of the signing ceremony, Mr. Hussein Sherif expressed his sincere appreciation and gratitude to the teams at AIRCAIRO, Salesforce, and Arcsen for their dedicated efforts throughout every stage of the project preparation.

He emphasized that the teams across all three organizations successfully completed the necessary technical and administrative studies and developed the required technological and implementation solutions within an exceptionally ambitious timeline, demonstrating the highest standards of professionalism and operational excellence while reflecting their shared commitment to the project's success.

He further noted that this achievement highlights the tremendous capabilities of human talent when expertise is combined and efforts are aligned toward a common objective. He reaffirmed that teamwork founded on knowledge sharing, innovation, and a commitment to excellence remains the cornerstone of successful digital transformation and enhanced institutional competitiveness.

He concluded by emphasizing that this partnership marks the beginning of a new phase of organizational development, strengthening AIRCAIRO’s position as a national airline that embraces the world's most advanced digital solutions while delivering a more distinguished travel experience to its customers and supporting sustainable growth in line with global best practices across the aviation industry.

Statement by Mr. Hussein Sherif
Chairman and CEO – AIRCAIRO
"This project represents an important milestone in AIRCAIRO’s digital transformation journey and reflects our commitment to adopting the world's most advanced technology solutions to enhance our customer experience. Salesforce was selected following an extensive evaluation of the global market, given its worldwide leadership and advanced CRM capabilities. We are confident that this partnership will improve operational efficiency, strengthen customer loyalty, and support the company's future growth and expansion plans."

Founded in 1999, Salesforce is the world's leading Customer Relationship Management (CRM) platform, maintaining the largest global market share and consistently recognized as a Leader in Gartner and IDC reports for its comprehensive vision and strong execution capabilities.

Statement by Mohamed Abdelsalam
Chief Executive Officer – Arcsen
"We are proud to partner with AIRCAIRO on this strategic project, which represents a significant milestone in the digital transformation of Egypt's aviation sector. Arcsen has an established track record of successfully delivering Salesforce solutions for airlines and major enterprises across the region. We will leverage this expertise and global best practices to empower AIRCAIRO to provide its customers with a more personalized and seamless digital travel experience."
Mr. Abdelsalam added that Arcsen is one of Salesforce's leading partners in the Middle East, specializing in customer relationship management solutions, artificial intelligence, data management, and digital transformation. The company has received multiple Salesforce awards in recognition of its excellence in implementation quality and technical capability development.