Case Study: Etihad Airways achieves rapid omnichannel customer service with Microsoft Dynamics 365

Etihad Airways reaches new heights with Microsoft Dynamics 365 and Customer Service omnichannel capabilities

Etihad Airways, the UAE national carrier founded in 2003, needed to deliver seamless, omnichannel customer experiences and a single point of contact for travelers worldwide. When COVID-19 overwhelmed call centers, the airline had to rapidly pivot to scalable digital channels while maintaining fast responses and visibility into agent performance.

Etihad implemented Microsoft Dynamics 365 with Omnichannel for Customer Service and Power BI to launch a live chat (English/Arabic) on its website, handling about 200 chats per day with roughly a two‑minute response time, answering about 96% of queries and achieving 88% satisfaction. Real‑time and historical analytics give supervisors daily performance insights for coaching, and the airline is exploring bots to further cut response times and expand the solution.

Etihad Airways

Tristan Thomas

Director, Digital - Commercial & Customer