Pegasus introduces voice AI to assist passengers

Pegasus Airlines is introducing voice artificial intelligence into customer service through a strategic partnership with Zingly.ai, a company in which Pegasus Innovation Lab has also made an investment. The service is already operational and represents the start of a program that will continue gradually until mid-2027. The goal is to apply the system to the top 10 passenger assistance cases, which the company says account for the majority of requests handled by the contact center.

For Travellers, the main change concerns the operation of telephone assistance. Zingly's AI is designed to answer calls in natural language, understand and maintain the context of the conversation and interact with the systems already used by Pegasus, with the aim of resolving the request directly during the call rather than just recording it for later management. If an operator is needed, the call is transferred with all the context already collected, avoiding the passenger having to repeat the information. The system is also designed to better manage peaks in requests during delays, cancellations and other operational irregularities.

The service will start in Turkish and will be progressively expanded to other languages to handle all international customers who speak different languages including Turkish, English, German, Arabic and Farsi. The use of artificial intelligence for Pegasus aims to offer faster and more personalized assistance during the different stages of the journey.

Pegasus Airlines
Founded in 1990, Pegasus Airlines is Turkey's leading low-cost airline acquired by ESAS Holding in 2005. It offers low-cost flights with a fleet of modern aircraft. Pegasus' network includes 161 destinations in 57 countries, with 39 domestic routes in Turkey and 122 international routes. It operates through its hub, Istanbul's Sabiha Gökçen Airport (SAW), and from other airports in Turkey, offering flights between Turkey and Europe, the Middle East, North Africa, and Central Asia.