LONDON (08 October 2026) – Pegasus Innovation Lab, which leads Pegasus Airlines' innovation-driven transformation, has entered into a strategic partnership with Zingly.ai as both an investor and design partner to bring agentic voice AI to its guest service operations. The first use case is now live, marking the start of a phased roadmap that will run through mid-2027 and is planned to cover the top 10 guest service use cases, which account for the majority of relevant contact centre volume. Pegasus served approximately 43.3 million guests in 2025 across routes spanning Europe, the Middle East, North Africa, and Asia.

Pegasus is bringing Zingly's agentic voice AI directly into its guest service operations, with the aim of resolving guest requests during the call rather than logging them for follow-up. Both the investment and the partnership are in line with Pegasus' mission as 'Your Digital Airline' and its vision to become one of the top three airlines in the world in terms of technology use. The technology answers inbound guest calls in natural conversation, holds context throughout the interaction, and connects directly into Pegasus' existing systems so that requests are resolved on the call. It works alongside the systems Pegasus already runs, with no re-platforming required. Where a request needs a person, the call is handed to a Pegasus guest service agent with the full context of the conversation, so the guest doesn't start again.

Airlines often see demand for guest support rise sharply during travel disruptions. The partnership aims to help Pegasus respond more flexibly to these peaks and, as the rollout progresses, develop more timely and personalised voice interactions. This reflects a shared ambition to make guest service increasingly responsive to guests’ needs throughout their journey.

Operating across 161 destinations in 57 countries, Pegasus serves guests who speak Turkish, English, German, Arabic, Farsi and other languages. The rollout begins in Turkish, with additional languages introduced as the roadmap progresses. The phased plan targets the guest service use cases that drive both cost and revenue, with the goal of serving every guest in their preferred language more guests in their preferred language while helping Pegasus scale its guest service operations as the airline grows.

Commenting on the partnership, Kurtuluş Öztürk, Managing Director @ Pegasus Innovation Lab, said: “AI is transforming customer experience in aviation at an unprecedented pace. Zingly stood out for the maturity of its agentic voice AI and its ability to support complex guest interactions in the voice channel. Our investment reflects our ambition to build a truly digital airline, where guest interactions are quick, consistent and designed around the guest. 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 at Zingly.ai, said: "Zingly was built for environments where the stakes of a failed interaction are high, and the volume of interactions is enormous. Aviation is the ultimate proving ground: multiple languages, irregular operations, time-sensitive decisions, and guests who expect resolution, not a ticket number. With Pegasus we are starting where the stakes are highest, in the voice channel, and expanding use case by use case."

Pegasus and Zingly are beginning this journey with priority guest service needs and will expand the experience step by step as the partnership develops. Together, they aim to explore the full potential of agentic voice AI - making each new phase an opportunity to reimagine what guest service can be.