Client:SunExpress Airlines
Region:Europe
Industry:Travel & Hospitality
How SunExpress Airlines is transforming airline operations with agentic orchestration
$200,000 savings
across their first three agentic processes
Faster decisions
to boost revenue
1-2 month reduction
of administrative backlog
Client Overview
SunExpress Airlines, a joint venture between Lufthansa and Turkish Airlines, carries over 10 million passengers annually across 175+ destinations. As one of Europe’s leading leisure airlines, SunExpress has long invested in AI and automation to improve operational efficiency and customer experience. Traditional RPA was already in place, handling repetitive, rule-based tasks and integrating with complex and legacy airline systems. However, the airline faced challenges when complex processes involved unstructured data, judgment calls, or escalations requiring a person to intervene.
SunExpress Airlines built their agentic processes with UiPath Maestro™
As SunExpress Airlines developed their use cases, they knew that automation would still play a critical role in executing routine tasks. To handle complex, judgment-based work, they combined multiple UiPath technologies:
UiPath Agents interpret unstructured information and make consistent, auditable decisions
UiPath Action Center involves people when exceptions arise
UiPath Maestro orchestrates the entire process, coordinating automations, AI agents, and people while tracking performance and ensuring full visibility
Process intelligence ensures continuous monitoring and optimization of processes
Agentic orchestration ensures timely entry of disruption data, eliminating backlogs and supporting both our legal and customer service teams.
Outcomes:
SunExpress Airlines has quickly realized measurable benefits from agentic orchestration:
Cabin crew hotel reservations: AI agents now read emails in real time, confirm bookings, update trackers, and escalate only when needed (or defined by business logic). The result is a seamless process that keeps crew members well-rested while operations run in real time with minimal errors.
Irregular flight management: AI agents now interpret flight disruptions, determine causes and next steps, and deliver timely, accurate information to the teams who need it. Customers receive timely updates, while employees make confident decisions without sifting through outdated reports, driving satisfaction for customers and employees alike.
Group sales: pricing decisions are faster and more consistent, enabling smarter revenue management and better customer outcomes.
Additional resources:
Learn how to unlock the full potential of agentic AI in The Definitive Guide to Agentic Orchestration white paper. Discover how to seamlessly connect AI, robots, and people to scale performance, drive ROI, and deliver real outcomes.
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