A Skyward Vision: The Next Era of Aviation

The aviation industry stands on the cusp of a technological renaissance - an era defined not just by the adoption of new tools, but by a fundamental shift in how airlines operate, innovate, and serve. At Pegasus Airlines, our ambition is clear: to be not only digitally advanced, but to help shape the future of flight. Our journey toward this future began in 2018, with a comprehensive digital transformation program aimed at embedding innovation into the DNA of our organisation.

Today, as technology continues to revolutionise industries globally, aviation must move beyond legacy systems and embrace intelligent, adaptive, and customer-centric ecosystems. The digital airline of tomorrow is not just about speed or automation - it’s about being one step ahead in intelligence, sustainability, and personalisation. Our vision is to be one of the world’s top three airlines in terms of effective technology utilisation, and every step we take is in service of this ambition.

AI as Strategic Infrastructure, Not Just a Tool

One of the most profound changes in recent years has been the integration of artificial intelligence - not as an add-on, but as a foundational element of our operational model. At Pegasus, we launched FlyGPT in 2024 to formally position AI as a strategic asset. Through nearly 100 AI use cases, including 30 currently live, we are embedding AI into every facet of our airline - from guest experience to HR, and predictive maintenance to route planning.

AI-powered initiatives like Jety, our virtual cockpit and crew assistant, and Peggy, our multilingual customer service bot, demonstrate the tangible benefits of AI at scale. We’ve seen customer satisfaction double from the enhanced FlyBot, and internally, over 3,000 employees interact monthly with Hero, our AI-based HR assistant, reporting a 20% higher employee satisfaction score. These figures aren't just metrics; they reflect real gains in agility, responsiveness, and employee empowerment.

Shaping Culture Through Digital Transformation

Yet, technology alone isn’t enough. True transformation demands a cultural shift - rethinking every process through a digital lens. At Pegasus, we call this N+1, a framework rooted in the philosophy of always going “one step beyond the best.” Our commitment to this mindset is reflected in FlyGPT, our AI enablement program that supports not only operational excellence but also employee empowerment. We design every solution with a human-centric approach — from AI-assisted internal tools to ongoing education and workshops that build AI literacy across teams. This ensures that technology becomes a force multiplier for our people, not a replacement. Our current initiatives include those centred around VR-based safety training and express baggage devices.

We have also modernised core operational systems. SmartTechnic, our mobile app for digital work orders and aircraft maintenance tracking for technicians, and the integration of EFB with AMOS for handling fault reporting and resolution management, ensure that safety and efficiency are enhanced hand-in-hand. Fuel savings, crew communication, and flight planning are all being reimagined through platforms like SkyBreathe, IVR Crew Comms, and LIDO.

The Pegasus Innovation Lab

To accelerate our journey, we launched the Pegasus Innovation Lab in Silicon Valley in 2023 - a move that underscores our intent to become a global digital airline. Here, we collaborate with leading universities and companies, including our most recent partnerships with UC Berkeley, Microsoft and Oracle, as well as engaging with startups to fast-track innovation.

The Innovation Lab also reflects our broader vision of staying closely connected to the startup ecosystem — not just to observe trends, but to lead them. By building early-stage collaborations and piloting cutting-edge technologies, we position Pegasus as one of the first movers in applying scalable innovations across aviation.

Our global partnerships ensure early access to emerging technologies and foster co-development of solutions across the industry. This spirit of collaboration reflects a wider industry imperative: we must not innovate in silos. Shared challenges - whether operational or environmental - require shared solutions.

Responsible Innovation: Ethics, Privacy, and Governance

As AI becomes increasingly embedded in aviation, airlines must also lead with responsibility, including in areas such as data ethics, algorithmic fairness, and regulatory compliance. At Pegasus, our AI-powered recruitment tool was designed with these principles at its core, ensuring fairness in candidate evaluation.

We’ve also rolled out internal tools like Corporate GPT, which provides a secure, transparent platform for employees to access generative AI, supported by structured training to ensure ethical usage. 

The Next Frontier 

Looking ahead, the next frontier includes AI-driven voice commerce, AI-agents, hyper-personalised marketing, and adaptive software systems that respond in real-time to operational changes. At Pegasus, our roadmap includes not only tech implementation but organisational redesign, talent development, and ethical foresight.

The future of aviation belongs to those who can blend technology with purpose, scale with agility, and innovate with empathy. As we aim to become one of the world’s top three airlines in terms of technology use, we invite our peers across the sector to join this collaborative transformation.  Together, we can redefine what it means to fly – easier, smarter, safer, and more sustainably