Pegasus Airlines has partnered with Zingly.ai as an investor and design partner to introduce agentic voice AI into its guest service operations.
The first use case is now live, with a phased rollout
through mid-2027 targeting the airline’s top 10 contact-centre use cases.
The technology is designed to resolve customer requests
during calls, using natural conversation and existing Pegasus systems without
requiring re-platforming.
Calls requiring human assistance will be transferred with
the full conversation context.
The initiative aims to help Pegasus manage demand peaks
during travel disruptions while delivering more personalised and responsive
support.
The rollout begins in Turkish, with additional languages
planned as the programme expands.
Pegasus served around 43.3 million guests in 2025 and
currently operates across 161 destinations in 57 countries, serving passengers
in Turkish, English, German, Arabic, Farsi and other languages.
Kurtuluş Öztürk, Managing Director @ Pegasus Innovation Lab,
said: “AI is transforming customer experience in aviation at an unprecedented
pace. Zingly stood out for the maturity of its agentic voice AI and its ability
to support complex guest interactions in the voice channel. Our investment
reflects our ambition to build a truly digital airline, where guest interactions
are quick, consistent and designed around the guest. By enabling AI to retain
context and take proactive action, we can also enhance the guest experience
while allowing our teams to focus on the more complex interactions.”
Gaurav Passi, CEO at Zingly.ai, said: "Zingly was built
for environments where the stakes of a failed interaction are high, and the
volume of interactions is enormous. Aviation is the ultimate proving ground:
multiple languages, irregular operations, time-sensitive decisions, and guests
who expect resolution, not a ticket number. With Pegasus we are starting where
the stakes are highest, in the voice channel, and expanding use case by use
case." -TTN