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Vendor reportedLive since 2025Added Oct 2026

Pegasus Airlines

Pegasus Airlines reports doubled satisfaction with its FlyBot assistant and +20% with its HR chatbot

Turkish low-cost carrier Pegasus Airlines built generative AI assistants on Azure OpenAI for customers, HR and sales agents. It reports that customer satisfaction with its FlyBot virtual assistant doubled and that employee satisfaction with its HR chatbot Hero rose 20%.

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Key figures

Copied exactly from the sources. Copy any figure with its citation.

doubled

Customer satisfaction with the FlyBot virtual assistant1

increased by 20%

Employee satisfaction using the Hero HR chatbot1

About 3,000

Employees using the Hero HR chatbot each month1

Almost 100

AI use cases built so far, of which 30 are active1

What it took

CostNot disclosed
TeamNot disclosed
TimelineNot disclosed

Cost, team size and timeline were not disclosed in the sources.

The problem

Pegasus Airlines carries over 37 million passengers a year on routes to more than 140 destinations and has called itself a digital airline since 2018. Customers have questions about flights and rules, employees have questions about HR policy, and sales agents need quick answers to frequent customer questions.

What they built

The airline built generative AI assistants on Microsoft's Azure OpenAI. FlyBot is a virtual assistant that answers customer questions, suggests destinations from routes and weather, helps with reservations and handles requests such as ticket reissue. Hero is an HR chatbot connected to the HR system. Peggy is a chatbot inside the platforms used by frontline sales agents.

How they did it

Leadership approved the program, called FLYGPT, and the CEO announced it company-wide. The innovation and CRM teams worked with Microsoft. The airline has built almost 100 use cases, of which 30 are active. It plans chatbots for crew, pilots and operations teams.

Results

Pegasus says customer satisfaction with FlyBot doubled and employee satisfaction using Hero rose 20%. About 3,000 employees use Hero each month. The sources give no baseline or method for the satisfaction measures.

Lessons for your project

  1. Connect assistants to the systems staff and customers already use. FlyBot is integrated with internal systems so customers can reissue tickets in the same place.

  2. Start internally where the questions are repetitive. Hero lets employees get HR policy answers without contacting the HR team.

  3. Keep a portfolio, not a single bot. Pegasus built almost 100 use cases and runs 30 of them, so it prunes as it learns.

  4. Define satisfaction baselines before launch. The airline's results are stated as 'doubled' and '20%', with no measure or starting point.

Caveats

  • The figures come from Pegasus and Microsoft. Microsoft's case study and a Pegasus press release carry them; no independent measurement is cited.
  • Neither source says how satisfaction was measured or gives a baseline, so 'doubled' and '20%' cannot be compared with other cases.
  • The Microsoft story names Azure OpenAI and Azure AI Services but no model. The Pegasus press release also mentions ChatGPT for personalized travel recommendations.
  • The Microsoft page prints the date 4/01/2025, which could be read as 1 April or 4 January, so no date is given for it. The sources give no go-live date. The deployed date is the year of the sources, 2025, which is an announcement date.
  • Peggy, the sales-agent chatbot, has no reported result.

Sources

  2. Pegasus x Microsoft: Strategic Alliance Boosts Satisfaction with AI at Its Core

    Pegasus Airlines · 2025-04-29 · Press release · flypgs.com

Summarized in our own words from the sources above. Spotted an error? See corrections.

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