TürkiyeTravel and aviation2024 – ongoing

Pegasus Airlines

FlyBot, Hero and Peggy chatbots on Azure OpenAI

Pegasus Airlines reports virtual assistant satisfaction doubled and employee satisfaction up 20%

WorkingVendor's case studyVendor ↗

Problem

The Turkish carrier flies over 37 million passengers a year to more than 140 destinations. It wanted faster answers for customers, sales agents and staff.

Approach

Pegasus used Azure OpenAI to train FlyBot on its website for flight questions, bookings and ticket reissues. It linked the internal bot Hero to the HR system and built Peggy for sales agents.

Results

2xVirtual assistant customer satisfactionVendor's case study[1]

20%Higher employee satisfaction score using HeroVendor's case study[1]

about 3,000Employees using Hero every monthVendor's case study[1]

Takeaway

The airline reports customer satisfaction with the virtual assistant doubled. About 3,000 employees use Hero each month.

Sources

Pegasus Airlines customer story (Azure AI services)
Microsoft1 Apr 2025Vendor publication

Source summaries

[1]Microsoft1 Apr 2025

Microsoft describes three chatbots at Pegasus Airlines for customers, staff and sales agents. It gives satisfaction results and usage.

Full details are in the original sources.

Added 25 Oct 2026 · Updated 25 Oct 2026