Customer engagement includes behavioral, cognitive and emotional interaction between the consumer and the foreign customer with the company or brand through various online or offline channels. In customer relationship management, we seek to identify the customer's needs and look for what service will keep the customer satisfied, because today customers are looking for convenience, fairness, usefulness and pleasure in the services provided. They are given by companies. The purpose of this research is to investigate the effect of customer behavioral conflict on purchase intention with the mediating role of customer loyalty in Iranian airlines. The main question of the current research is, what is the effect of customer behavioral conflict on purchase intention with the mediating role of customer loyalty in Iranian airlines? The current research is descriptive-survey type and is practical in terms of purpose. The statistical population of this research is the customers of airline companies in Tehran, and 384 questionnaires were completed by simple random sampling method. In order to confirm the validity, content and convergent validity and Cronbach's alpha coefficient were used to check the reliability with SPSS software. Data analysis was done using structural equation modeling with the help of "SPSS" and "Lisrel" software. In the end, the results indicate the positive impact of variables (service convenience, social interaction, influence and enthusiasm) on customer loyalty. Also, the positive and significant effect of variables (service convenience, social interaction, passion and influence) on purchase intention with the role of mediating variable of customer loyalty.