Pegasus Airlines has invested in Zingly.ai and begun introducing its voice AI technology into customer service, with the first application already live. The airline plans to expand the rollout through mid-2027, targeting common passenger requests handled by its contact centre.
The agreement makes Pegasus Innovation Lab, the airline’s innovation division, both an investor and a design partner in Zingly.ai. Financial terms were not disclosed in the announcement.
AI designed to resolve requests during the call
The technology is designed to answer incoming calls, maintain the context of a conversation and connect with Pegasus’ existing systems to complete passenger requests during the interaction.
When a request requires human assistance, the system transfers the call to a customer service agent along with the conversation’s context, so passengers should not need to repeat their query.
According to Pegasus, the technology works with its current systems without requiring a replacement of the underlying platforms.
The phased rollout is planned to cover the airline’s 10 most common customer service use cases, which together account for most of the relevant contact centre volume. The announcement did not specify which application is already live or detail the remaining use cases.
Turkish launch, with more languages to follow
The service is launching in Turkish, with additional languages planned as the rollout progresses. Pegasus operates across 161 destinations in 57 countries, serving passengers who speak English, German, Arabic, Farsi and other languages alongside Turkish.
One aim of the partnership is to help the airline handle sharp increases in customer service demand during travel disruptions. Pegasus also expects the technology to support more personalised interactions as it expands, although the announcement did not include performance results from the initial deployment.
The airline carried approximately 43.3 million passengers in 2025 across its network in Europe, the Middle East, North Africa and Asia.
Investment supports Pegasus’ digital strategy
Kurtuluş Öztürk, Managing Director at Pegasus Innovation Lab, said the investment forms part of the carrier’s broader ambition to build a digital airline.
“Zingly stood out for the maturity of its agentic voice AI and its ability to support complex guest interactions in the voice channel,” he said.
“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 of Zingly.ai, pointed to the demands of airline customer service, particularly when disrupted journeys require quick decisions.
“Aviation is the ultimate proving ground: multiple languages, irregular operations, time-sensitive decisions, and guests who expect resolution, not a ticket number,” he said.
The next phases will extend the service to further passenger needs and languages, with the planned roadmap running through mid-2027.
