“WE LET YOU TASTE HEAVEN”

Good Morning Christian, Uhhmm.. I mean Mr.

Grey, I have something to tell you.

Good Morning.. What is it Ms. Steele?

We have a problem.

Enlighten me then. According to our

latest survey about our airlines.

Our customers’ demands increased.

Shhh.. Don’t worry, I know someone who can help us.

Let’s go somewhere.

Really? Where?

We’re here. . .

Hi Ma’am and Sir, Welcome to Team Bang’s Corporation.

Kung saan may puso ang business niyo.

Mr. Grey we are so happy that you chose us. This was such an honour. Team BANG will never

disappoint you.

Its settled then. We leave the rest to your

team. Good luck!

Thank you Mr. Grey, let’s eat?

Team Bang started their investigation.

Mr. Grey let me present to you

the outcome of Team Bang’s

thorough investigation.

PEGASUS AIRLINES: DELIGHTING A NEW TYPE OF TRAVELING CUSTOMER

CASE STUDY:

COMPETITOR ANALYSISDOMESTIC COMPETITORS INTERNATIONAL

COMPETITORS

BRIEF SUMMARY OF THE CASE

Pegasus Airline was founded in MAY 1989– In Turkey.

In 2008 Pegasus carried 4.4 million passenger.

The people who work here don’t think of Pegasus as a business. They think of it as a crusade.

Pegasus refers to it self as the “DELIGHT TRAVEL” airline Pegasus have had strong competitors

Truly Customer Focused Develop to meet customer expectation and priorities. Put in place a yield management strategy for ticket pricing. Developed policy of customer satisfaction guarantee. Offers customer service experience at the airport. Operated a one class interior configuration. Provide 10% discount offer to international flights. Provide training and technical services for other local airline. Won “Best airline business price” in 2006 for innovative customer service. Achieved the most searched airline in Turkey on Google.

MORE THAN AMENITIES• In 2007 Pegasus was recognized as one

Turkeys top brands.• Select people to exhibit those values

while directing the right person to the right department at the right time.

• Share plans with Air Berlin and IZ Air.• Has charter and scheduled service to 70

airports in Europe and Asia.• Maximizing Turkeys short fighting

opportunities and promoted strong reaction.

• Changed the preference of air travelers.• Developed its intern market over 19

destination within Turkey.• Term of weekly seat capacity , Achieved

top 30 among European airlines.

LOVE YOUR CUSTOMERS• Aims to keep up with it customers even they are not

flying.• Website titled “Pegasus listen to u”. (www.flypgs.com)• Ensured successful service through safety, training and

developed employee.• Creative Communication with its customer.• Offer great destination and easy access to international

hubs.• Uses efficient management techniques, delivering low

prices with a high quality service experience.

1. Need to have a safe travel through the airlines to reach their international destinations.

2. Need to have a low-cost airline which they can afford.

ProblemsThis section presents Pegasus Airlines’ problems based

on the above case. The authors’ findings helped them to distinguish the needs, wants, and demands that Pegasus customers demonstrate. These findings are the following:NEEDS

They want the Pegasus Airlines to be low-cost

A variety of facilities such as an easy check post.

Serve them with healthy foods.

Its employees should be approachable and hospitable.

WANTS/ DEMANDS:

Besides, they want that they should be provided with such services which would save their time and keep them away from hassles during transactions, and their grievances should be solved as early as possible.

They also want that the airline should improve and widen its social networking relationships with the brand

Expects to be supported by the electronically follow up which can update them from time to time.

Ma’am, after reviewing and discussing all the problems we came up with solutions that can

help improve your airlines.Okay, could you

please show to us your plans?

SOLUTIONS:1. The Pegasus Airlines put up an

electronic ticket policy which provides information on email and SMS to their customers for effective customer communication;

2. It ticket pricing strategy which gives benefit to the early booking customers;

3. It provides the customers a credit loyalty cards which facilitates them to get reduction in insurance rates.

4. It also has the customer guarantee policy through which customer with prompt refunds for the delays to make them feel ease and not to get troubled;

5. It also has a safe and well-organized amenities such as parking facility, hotel partners for their food accommodation, and the discounts and offers the customers may avail.

REFUNDS

6. It has an effective hospitality through efficiently oriented and trained crews;

7. It is a low-cost airlines as per their customers demand;

8. It has an organized facilities for the expatriates and migrants;

9. It has a social networking relationship to remain stay in touch with their customers for an effective customer relationships management and enriching their loyalty to the airlines;

10. It offers great destinations and easy access to international hubs.

We have teamed up with our IT Department and

have created a video clip to remind passengers the

safety measures during the flight.

Through thorough investigation and setting up specific plans, the Pegasus Airlines continue being successful in building customer relationships and giving comfortably satisfying services with the aid of Team BANG.

Because with. . .

“WE LET YOU TASTE HEAVEN”

“Pegasus Airlines,the leading airline worldwide.” @flypgs.com.ph @TeamBANG

#TrendingTonight

Kris nakita mo na ba ang trending

ngayon sa business industry?

I'm so busy lately Boy, you know

I’m doing taping pa with Mayor. Ano ba yon?

‘Eto na Kris, let’s watch this.