Case Study: Air Europa achieves personalized, real-time 360° customer experiences with Pegasystems

Air Europa A commitment to customer centricity

Air Europa, one of Spain’s largest airlines serving about 12 million passengers a year, needed to differentiate in a mature market and fend off low-cost competitors by competing on passenger experience. However, siloed systems, incomplete customer profiles and inconsistent call-center guidance made interactions unpredictable and prevented true personalization.

Air Europa implemented Pega as a single platform to unify the end-to-end passenger journey, build a 360° customer view, and deliver next-best-action recommendations to agents. This enabled real-time, contextual 1:1 experiences across channels—streamlining processes like overbooking and claims—and delivered measurable benefits: improved operational efficiency, reduced IT cost and time-to-market, clearer personalized communications, faster query resolution, and increased customer satisfaction and loyalty enrollment.

Air Europa

Sandra Lenis

Director of Products & Customers