Company: PEGASUS AIRLINES
Company background: Pegasus Airlines, purchased by Esas Group in January 2005, is a leading low-cost airline in Türkiye, which provides reasonably priced transportation opportunities on point-to-point basis in short and medium range routes and aims to set up a wide flight network with high flight frequency for guests. With its fleet composed of 104 airplanes in total by November 2023, Pegasus extended its flight network, which was initially composed of 7 domestic locations at the beginning of scheduled flights, up to 134 locations and currently has 98 international and 36 domestic flight locations in 50 countries. Pegasus Airlines’ goal is to transform flying from a luxury into something that forms part of people’s everyday lives while providing economic, safe and punctual travel opportunities to its guests both in Türkiye and globally through technological and flight safety investments.
Contact: ERKAN CAN GÜRSOY
Title: IT CRM EXPERT BUSINESS ANALYST
Country: TURKIYE
Award Category: Curious Thinker
Tell us how you are inspired by the work you do?
With Turkiye's digital airline vision, Pegasus Airlines follows new technologies and effectively applies them to its processes. In this context, we initiated our SAS Project to provide our guests with personalized experiences by using innovative methods and integrated new technologies in 2018. With this project, we aimed to:
- understand where our guests want to travel and what experiences they might enjoy,
- enhance and develop every step of the flight experience by giving suitable offers for our guests,
- become a brand that provides a lifetime value by offering the right opportunities and deals at the right time.
How has SAS played a part in your journey?
For the last 3 years, we have been using SAS Customer Intelligence 360 effectively in the campaign and personalization operation processes. Our focus has been on analyzing the travel behavior of our passengers, enabling us to strategically deliver the most relevant campaigns to the right individuals at optimal times through the most effective channels.
What products do you use and how do you use them?
We leverage the SAS product family, conducting comprehensive analyses and data studies regarding our guests. Through SAS CI360, we proficiently target and segment our customer base, enabling us to define a variety of communication channels for a personalized and effective passenger interaction strategy.
What is your greatest lesson learned that you'd like to share with others?
The implementation of the SAS product family in our personalization efforts has significantly contributed to the company's revenues and led to substantial enhancements in feedback from our guests.
This success story has inspired us to set higher goals for the future including reaching more people and strengthening our relationship with all our guests with using SAS technologies. In the coming years, as always, we aim to continue making our customers feel special through dedication and hard work.
Some Pegasus Customer Experience Cases with Using SAS Customer Intelligence 360:
Membership Anniversary: Celebration of membership with a special e-mail which includes detailed information about their time with us and a special discount. We are fortifying the effect by sending also a push notification.
In-Booking Ancillary: Showing special discounts to the segments according to the ancillary penetration on our website or mobile application while they are booking their tickets.
Birthday: Celebrating our members' birthday with a special discount.
Flight Celebration with Special Discount or Loyatly Points (BolPoints): Offering various gifts according to the number of flights they have had with Pegasus.
Unique Code Distribution: Sharing unique code for our passengers to benefit from discounts within the framework of our collaborations.
Recapturing: Sending real-time reminder push notifications and special discounts after our passenger's search.
Expiring BolPoints: Sending reminder push notifications about the expiry date of their Bolpoints and emphasize ancillary product if they have a future flight.
