Customer story · TravelThe airline assistant that makes travel support faster.
Pegasus Support, co-created by Pegasus and CBOT, answers passengers' travel questions on WhatsApp instantly, at any hour.
Pegasus is one of Turkey's largest low-cost airlines, carrying passengers across a wide domestic and international network. Together with Pegasus, CBOT built Turkey's first AI-based airline assistant: Pegasus Support. The assistant lives on WhatsApp, where most passengers already are, and answers the questions that come up most before and after a flight, from searching for a ticket to changing or cancelling one. Passengers reach it by clicking the WhatsApp icon behind the "Contact us" button on the Pegasus website, then chat directly with the assistant.
“Whatever a passenger needs, whether a ticket search, a change, a cancellation or their Bolbol points, Pegasus Support answers on WhatsApp, instantly and around the clock.”
Airline support is high-volume and time-sensitive. Around a flight, passengers ask the same clear questions again and again: how to search a ticket, how to change or cancel one, how to turn a ticket into an open-date ticket, or how a missing flight can be added to their loyalty account. Handling all of this through traditional channels created queues and delays for questions that could be answered in seconds.
Passengers already lived on WhatsApp, so the support experience had to run there rather than force people into a separate channel or a phone queue.
Travel questions do not follow office hours; a change or cancellation may be needed late at night or right before departure, so answers had to be available 24/7.
Ticket search, change, cancellation and open-date conversion arrived in high volume with repeating patterns, making them ideal work to automate reliably.
Passengers needed a simple way to add a missing flight to the Bolbol program and to check their accumulated points without waiting for an agent.
CBOT designed Pegasus Support as an AI assistant on WhatsApp that recognises what the passenger is trying to do and guides them through it in a short, natural exchange. It covers the core self-service journeys around a flight and connects the loyalty program into the same conversation, so passengers get what they need without leaving the chat.
CBOT placed the assistant on WhatsApp and linked it to the "Contact us" area of the Pegasus website. One tap on the WhatsApp icon opens a direct chat with Pegasus Support, with no app to install and no queue to wait in.
The assistant handles the everyday ticket journeys, from searching for a ticket to changing it, cancelling it, and converting a ticket into an open-date ticket, guiding the passenger step by step through each one.
Passengers can add a missing flight to Pegasus' Bolbol loyalty program and check their accumulated points from within the same chat, turning a routine loyalty task into a quick message.
Pegasus Support runs on WhatsApp; passengers reach it from the website and handle ticket and loyalty questions in a single chat.
As Turkey's first AI-based airline assistant, Pegasus Support showed that moving core travel support to WhatsApp lets passengers resolve ticket and loyalty questions in seconds, at any hour.
In later phases the assistant can broaden its coverage of travel journeys and deepen its integration with Pegasus' systems to handle more of the passenger experience end to end.
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