Fiji Airways has now become the first airline to unlock streamlined access to live reservation data directly inside Salesforce Data Cloud using a Zero Copy architecture, removing the need for costly, complex data pipelines or manual data transformation.
The result is something airlines have pursued for decades but rarely achieved at scale. Daily customer insight that enables holistic segmentation and activation across every customer touchpoint.
Salesforce Data Cloud now acts as the airline’s unified customer engine, continuously pulling data from multiple systems into one live, actionable profile. The integration gives Fiji Airways a single, always-current view of every traveller, allowing teams to query, segment and activate customer data instantly.
The carrier, which brings in more than 70 per cent of Fiji’s international visitors, partnered with Australian Salesforce consultancy Xenai Digital to lead a customer experience transformation that unified its data environment and modernised how teams access and act on insight.
“Fiji Airways already delivered great service. What they needed was a modern data foundation to unlock its full potential,” Xenai Digital CEO Pauline Pangan said.
“Traditional CRM captures interactions. Data Cloud connects the entire ecosystem of loyalty, reservations, marketing, and service into one living customer profile. This gives the airline the next level of service with the ability to predict needs, personalise at scale, and remove friction in ways that legacy CRM integration would be slow to achieve.”
Pilot ROI
To validate the system, Fiji Airways and Xenai Digital ran a small pilot using Data Cloud audience segments to improve ad targeting. By unifying live reservation data with CRM insight into a single customer profile, the airline delivered more precise marketing to travellers already showing intent.
There was no broad paid campaign and no new promotion – just existing demand reconnected properly. The workflow delivered results within its first 24 hours and across two weeks achieved a 442 per cent return on investment.
“Integrating our data with Salesforce Data Cloud has transformed how we understand our travellers and respond to them, delivering a 442% ROI by acting faster and more personally; not by spending more on advertising. Connecting insights across our ecosystem lets us serve guests more meaningfully, elevating the Fiji Airways experience,” said Kamal Haer, Chief Marketing & Sales Officer.
Why it matters
Traditional reservation systems often hold information that shapes a traveller’s entire journey – fare rules, disruptions, special requests and payment status.
By connecting live reservation data directly into Salesforce Data Cloud using the out-of-the-box Zero Copy Connector, Fiji Airways and Xenai Digital have achieved what previously required expensive, resource-intensive integrations. Data Cloud now acts as the airline’s unified data layer, continuously pulling customer information from multiple systems and making it easy to segment and activate that data across reservations, service, marketing and loyalty.
This is the connected customer view airlines have long promised but rarely delivered – now backed by technology that keeps pace with real behaviour.
“Fiji Airways made a bold decision early in the pandemic: use the disruption to modernise their technology stack,” Xenai Digital partner Robin Leonard said.
“Instead of relying on one-off fixes, we worked with Fiji Airways to use Salesforce Data Cloud as a strategic partner to create a true single customer view that strengthens both service and commercial performance.”
Transforming day-to-day operations
More than 200 Fiji Airways staff now operate from the same live environment. When a traveller gets in touch, agents instantly see live booking status, loyalty tier, past issues, open cases and abandoned carts – without switching tools.
Marketing teams work from the exact same dataset, ensuring personalisation reflects what customers are doing right now rather than relying on outdated lists.
“Using Salesforce Data Cloud gives our teams a single, unified view of every customer. We can now act faster, personalise smarter, and deliver a seamless, connected experience for our guests,” Fiji Airways’ senior manager, Digital & Ecommerce, Jameel Mohammed said.
