Case Study
Company Case
Pegasus Airlines: Delighting A New Type of Traveling Customer
Questions for Discussion
1. Give examples of needs, wants, and demands that Pegasus customers demonstrate, differentiating these three concepts. What are the implications of each for Pegasus’ practices?
Needs:
On-time flight and arrival
Low price ticket
Food in the airplane
Wants:
No delays
Affordable tickets with good services from staff
Good-tasting food in the airplane
Demands:
Refunds for delays
Good amenities
Discounts on food
Pegasus airlines cater the needs, wants and demands of their customers in the best way they can. They know the changing demands of their customers and they are adapting to it. They are finding new ways in order to serve their customers according to their wants without sacrificing their demand for profit. They always put their customers first through different premiums a customer may gain with Pegasus airlines.
2. Describe in detail all the facets of Pegasus’ product. What is being exchanged in a Pegasus transaction?
Ticket prices
If customers book early (60+ days) they receive further savings while those who book later pay the maximum current fare offered by competitors. Customers can receive information about their tickets through email or SMS.
Credit/Loyalty cards
Offers customers a range of benefits including insurance rate reductions
Customer service experience
Pegasus airlines provides exclusive allotments for the first 72 hours of parking with a valet parking option, VIP and Business Class lounges, car rental and many hotel partners where customers can get discount.
Pegasus Flying Café
Offers a range of refreshments and catering options for a small additional charge
10% discount to passengers on international flights who order their in-flight meals 48 hours in advance
Because of these products and services they offer, they get customer value which means more loyal customers in the future.
3. Which of the five
Pegasus Airlines: Delighting A New Type of Traveling Customer
Questions for Discussion
1. Give examples of needs, wants, and demands that Pegasus customers demonstrate, differentiating these three concepts. What are the implications of each for Pegasus’ practices?
Needs:
On-time flight and arrival
Low price ticket
Food in the airplane
Wants:
No delays
Affordable tickets with good services from staff
Good-tasting food in the airplane
Demands:
Refunds for delays
Good amenities
Discounts on food
Pegasus airlines cater the needs, wants and demands of their customers in the best way they can. They know the changing demands of their customers and they are adapting to it. They are finding new ways in order to serve their customers according to their wants without sacrificing their demand for profit. They always put their customers first through different premiums a customer may gain with Pegasus airlines.
2. Describe in detail all the facets of Pegasus’ product. What is being exchanged in a Pegasus transaction?
Ticket prices
If customers book early (60+ days) they receive further savings while those who book later pay the maximum current fare offered by competitors. Customers can receive information about their tickets through email or SMS.
Credit/Loyalty cards
Offers customers a range of benefits including insurance rate reductions
Customer service experience
Pegasus airlines provides exclusive allotments for the first 72 hours of parking with a valet parking option, VIP and Business Class lounges, car rental and many hotel partners where customers can get discount.
Pegasus Flying Café
Offers a range of refreshments and catering options for a small additional charge
10% discount to passengers on international flights who order their in-flight meals 48 hours in advance
Because of these products and services they offer, they get customer value which means more loyal customers in the future.
3. Which of the five