Pegasus Airlines Enhances Customer Engagement and Operational Efficiency with Dataroid

Pegasus Airlines, one of Turkey’s leading airlines, has been flying for over 20 years. To strengthen its digital capabilities, Pegasus has embraced a mobile-first approach through a partnership with Dataroid. Through this partnership, Pegasus enhances customer engagement and operational agility, striving to be among the world’s top airlines in digital technology adoption. This collaboration has led to impressive results, including a 72% higher ticket purchase rate among users who received campaign notifications on campaign days compared to non-campaign days. Additionally, Pegasus achieved a 13.2% rise in notification opt-ins.

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increase in notification opt-ins

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higher ticket purchase

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ticket sales with follow-up reminders

CHALLENGE

In a constantly evolving airline industry, Pegasus Airlines faces the challenge of adapting to frequent regulatory updates and addressing passengers’ diverse needs. To manage this dynamic environment effectively, Pegasus prioritized delivering timely, relevant information and enhancing user experiences within its app. This approach enables Pegasus to maintain clear, real-time communication and foster a customer-centric digital experience, ensuring passengers stay informed and engaged throughout their journey.

“Striving to become Turkey’s leading digital airline, we’ve been heavily investing in advanced technology and digital transformation in recent years. Our partnership with Dataroid has been key in strengthening this vision, helping us better understand our digital users and connect with them on a deeper level.”

Onur Dedeköylü

Chief Commercial Officer, Pegasus Airlines

SOLUTION

Pegasus Airlines leveraged Dataroid to enhance real-time communication and improve digital engagement across two primary areas: Operational Notifications and Campaign Messaging.

1. Operational Notifications

Pegasus Airlines employs Dataroid’s Instant Push API and Live Activities API to deliver operational communications effectively, enhancing the travel experience for a vast number of passengers through timely and relevant updates. Here’s a breakdown of the types of operational notifications delivered by Pegasus:

Flight Detail Updates: Passengers receive real-time updates about boarding times, gate assignments, and any changes or delays.
Service Reminders: Personalized notifications address specific needs of passengers, such as reminders for those traveling with pets, unaccompanied minors, or passengers who require wheelchair assistance, ensuring that all passengers receive the care and information they need to navigate their travel smoothly.
Pre-Flight Service Promotions: Prior to flights, passengers receive links to access the PGS Café menu and other in-flight services available for their specific journey, enhancing convenience, boosting engagement, and driving potential revenue through service upgrades.
Loyalty Game Promotions: To foster loyalty and repeat business, Pegasus sends out notifications about opportunities to earn extra points in the “BolBol” loyalty game, engaging passengers in a rewarding experience that extends beyond the flight itself.

2. Campaign Messaging

For promotional engagement and to foster enduring customer relationships, Pegasus Airlines strategically employs push notifications. These features are integral in driving conversions and reinforcing customer loyalty by delivering targeted and timely messages directly to the passenger’s mobile devices.

Monthly and Seasonal Campaigns: Regular ticket and service promotions, accompanied by follow-up reminders, have driven ticket sales on campaign days to nearly double the daily average. These campaigns include teasers, main campaign announcements, and reminders, significantly boosting ticket sales and service uptake.
Push Notification Effectiveness: On campaign days, users who received notifications purchased 72% more tickets compared to those who did not.
Opt-In Reminders with In-App Messaging: Pegasus Airlines places high importance on maintaining open notification permissions to facilitate effective communication with users. By leveraging Dataroid’s in-App Messages module, Pegasus was able to convert 13.18% of users who had previously disabled notifications, persuading them opting back in.

By focusing on real-time operational updates and personalized campaign messaging, Pegasus has streamlined its digital communication, leading to higher engagement, smoother travel experiences, and strengthened customer loyalty.