Research Article – Critical Analysis Assignment – Digital Marketing Assignment instructions: This assignment should be completed specifically for this course. All other terms of the course outline a
International
Journal of Human Sciences
ISSN:2458 -9489
Volume 16 Issue 2 Year: 201 9
An evaluation of digital marketing applications in airline
sector
Nuran Karaağaoğlu 1
Me ltem Çiçek 2
Abstract
In the age of digital transformation , enterprises use digital marketing practices effectively in
order to increase customer loyalty considering customer relationship management, to create
difference and to provide competitive adva ntage. The airway sector, where the acceleration is fast
and the competition is high, aims to present fast and secure user experience and make the
customer live a different traveler experience by using all technology and marketing related
platforms . Rese arch problem is that it is a necessity for airline brands to digitalize by utilizing the
richness of technology and to offer digital applications to consumers at the local / global platform.
The aim of this study is to investigate the digital marketing str ategies of a number of national and
international airway companies such as e -mail marketing, web marketing, social media marketing
and mobile applications and to analyze the positioning of digital marketing applications . Because
digital marketing is the leading actor of marketing and it is presented as the real throne of virtual
world in the airway sector. For this reason, best practices from Turkey and abroad were analyzed
in the context of the effect of digital marketing on the customer relations man agement by using
descriptive method and screening method. The findings of the research shows that, by the
changes in the customer expectations and demands, the airway companies try to use the digital
marketing tools effectively. However, the usage of right strategy for digital management is
important to make difference and compete in the airway sector.
Keywords : Digital marketing ; social media ; customer relationship management; airway sector ;
mobile application.
Int roduction
With the developments in information and communication technologies, new moves that
were unfamiliar before social media and digital platforms , which are at the center of life, have been
added to marketing chess. These innovations, which are very important in terms of marketing
activities that affect the consumption activity of the target audience, facilitate globalization and
internet access, the expansion of electronic commerce and competition, the need for people who
develop marketing strategies to reach consumers through new media and communication
technologies ; and the rapid steps towards developing digital strategies are revealed as inevitable.
1 Lecturer, Maltepe University, Vocational School, Department of Marketing and Advertising, Public Relations and
Publicit y Programme, [email protected] 2 Asst. Prof. (PhD), Maltepe University, Vocational School, Department of Marketing and Advertising, Public Relations
and Publicity Programme, [email protected]
Submitted: 31/12/2018 Published: 13/05/2019
Karaağaoğlu , N. , & Çiçek , M. (201 9). An evaluation of digital marketing applications in airline sector . Journal of Human
Sciences , 16(2), 606 -619 . doi: 10.14687/jhs. v16i2.5661
607
In this study, by emphasizing the aviation sector at digital marketing, in the first section
digital marketing and customer relationship management, in the second part an overview of digital
marketing in the airline sector, and in the third main section digital marketing application types are
examined. In the conclusion part of the research; in terms of customer relationship management, it
is revealed how airline companies are investing in digital marketing strategies, constantly following
the current situation and presenting the newest product to the customer in the fastest way due to
intense competition conditions.
The effect of digital marketing on customer relationship management is analyzed by using
descriptive method and relational research method; digital marketing techniques in the world and in
our country are applied to the subject through the exa mples applied in airline companies.
Descriptive studies define the status of a relationship. By the method of description and relational
approach, the subject is better understood, the relationships are determined and the researcher
makes predictions.
The airline companies included in the sample were selected using one of the random
sampling methods ; non -judgmental sampling method because the se companies follow the best
strategy in terms of digital marketing in the world and Turkey. Sector applications were examined
by the information obtained from the airline companies such as; American Airlines, British
Airways, Delta Airlines, Virgin Atlantic, United Airlines, Easy Jet, Southwest Airlines, Turkish
Airlines and Pegasus Airlines. Digital marketing applicati ons of these case studies depicting airline
industry in the world and in Turkey were analyzed in a relational context. The airway companies
whether it is low -cost or not try to adapt the digital transformation. In this case all the airway
companies have va rious digital campaings and tools for marketing. While the use of big data is
effective for companies, it may be distracting for customers. The companies should have optimum
digital marketing strategies in order to compete in this upgrowing sector.
A Digit al Overview of the Customer Relationship Management to Marketing
Postmodern consumer sees consumption as happiness and freedom in the modern era
where new life forms are created (Odabaşı, 2009, 165). “ In marketing strateg ies, public relations especially
contribute to better recognition of the enterprise and the product, to create a new market, to create and maintain the
desired image, to gain reputation and to promote the product o r service ” (Peltekoğlu, 2012, 69) . In addition to
the traditional methods, it is inevitable to apply new trends in the development of marketing
communication. Digital marketing and customer relationship management concepts interact with
each other in the c ontext of conducting an effective customer relationship management policy in
our age, where the consumer communicates with the messages sent by the digital world while
working and following the daily life.
Customer relationship management is a way of under standing the behavior of customers
(Swift, 2001, 12). By the new communication technologies and digital marketing t echniques , to
attract new customers, to increase customer loyalty and to increase profitability have been possible .
The success rates of comp anies in all customer relationship management processes that should be
applied to increase customer satisfaction, increase sales revenues, campaign turnover rates,
customer retention and customer loyalty, ; and to reduce service, operation and marketing cos ts are
being measured by using digital platforms.
When the phases of customer relationship management are evaluated according to Peppers
and Rogers' IDIC model, the importance of digital marketing methods in customer relationship
management process can be understood. Customer ’s needs, desires, things they love and are
affected and inspired , goals, relationships, experiences, collaborations, expectations, information,
skills, what they pay attention to, activities, how they communicate, their beliefs, ideas values,
priorities, choices, motivation , personalities and behavior ; people they admire, the issues they face, ;
how they define themselves ; their time, energ y, lifestyle, social class, culture, subculture, age, famil y,
education, hobbies, interests, pro blems and many more must be collected to possess information.
For this reason, the new media and communication technologies are to record the information
Karaağaoğlu , N. , & Çiçek , M. (201 9). An evaluation of digital marketing applications in airline sector . Journal of Human
Sciences , 16(2), 606 -619 . doi: 10.14687/jhs. v16i2.5661
608
about the purchas ing such as , the day, amount , price;promotional activities , the client and the
orga nization's interactions such asthe number of web page visiting, call centre calls, e -mails, ;
customer preferences and info , customer info of . Customer d ifferentiat ion via segmentation and
scoring, interaction and customization of products and services usi ng recorded data are the
effective use of information technologies in this process (Peppers and Rogers, 2004 , 68 ).
Digital Marketing and Airway Sector
Digital marketing has contributed to the active and bidirectional communication of the
brand with the cus tomer (Varnalı, 2010 , 38 -51 ). In order to promote the brand, d igital marketing
carr ies out commercial activities by using mobile applications, web and other new media platforms .
Interactive marketing, online marketing, e -marketing and web marketing are the other alternative
terms used for digital marketing (Altındal, 2013 ,1147 ).
The transformation of customer experience is the cornerstone of digital transformation
(Westerman et al., 2014, 41). With the help of digital technologies, advertisers prepare numer ous
direct, online and experiential campaigns to be closer to the customer. These campaigns include
niche database advertising and award -winning card layouts, digital tape ads, pay as you go online,
rich text ads, branded web sites, viral ads, branded soci al networks, in -game ads (advergames),
interactive virals and entertainment ads, SMS texts, online blogs, text, e -mail and mass media.
Efforts to be closer to the c ustomer are described in four stages; The first stage is to talk to the
consumer ; the second phase is to establish a dialogue ; the third stage is to participate in dialogues
and to become an active customer ; and the fourth stage is to make the customer have a dual role as
a consumer and advocator of the brand. It is also necessary to draw attenti on to the fact that this
platform, which has unlimited customer freedom in relation to digital marketing that allows brands
to interact with customers without space limits, cannot be controlled by the brands and that utmost
care should be taken in respect of the risks arising from this situation (Öztürk, 2013 , 50 ).
Digital marketing has been very important in order to meet customer needs and strengthen
interaction with customers in the airline sector. Would you like to get rid of the narrow lenses of
the su rvey and focus groups and hear the voice of your final customer? Social media gives this
possibility. Would you like your customers to remain committed to your developing brand? Mobile
computing allows this. Would you like to make better predictions to del iver a truly personalized
experience? Customer analysis gives this possibility (Westerman et al., 2014, 41).
Digital marketing started to be used by the customer at the stages of booking with the
mobile phone or the computer, at boarding process with the s martphone application of the airline
company, flight process, baggage delivery, and even ataccess ing to hotel, car rental and at many
more services of arrival. The preferences, travel habits, behaviors and many more data of the airline
companies are store d in their flight, mile, score collection cards or systems. This data is considered
as the stages of customer relationship management and offers customis ed promotions.
Airline companies collect the data of customer ’s call history, payment history, baggage
delivery information, departure & arrival dates and time s, sales made during flight & duty free, food
preferences during flight, hotel booking and car rental, ; analyze this data and present customised
products to target customers (https://www.digitaldoughnut .com/articles/2017/march/how -
airlines -are -using -big -data , 2017).
In addition to providing customiz ed products, it is known that new technologies have a
positive effect on improving marketing studies. Customers' preferences for travel can be analyzed
and if the search is made for a country, promotional or affordable flights to that country can be
provided to the customer in different ways.
The digital marketing implementations can be categorized as follows:
E-mail Marketing
Social Media Marketing and Socia l Seating
Web Page Marketing
Search Engine Ads
Karaağaoğlu , N. , & Çiçek , M. (201 9). An evaluation of digital marketing applications in airline sector . Journal of Human
Sciences , 16(2), 606 -619 . doi: 10.14687/jhs. v16i2.5661
609
Mobile Applications
These digital implementations are indicated in general from a large perspective by analyzing
the airway companies’ examples.
Many digital marketing strategies are used by airlines. E -mail marketing is the most
frequently used customer relationship management. Airline companies can segment target audience
lists using customer relationship management technologies by providing highly targeted campaigns
to customers who are willing to respond. In e -mail shipments, detailed promotions can be sent
according to the customer's purchase history. There are many parameters in e -mail marketing in
airlines. For example, in e -mail campaigns during the winter months, customers are most likely to
do their b est to spend their holiday in hotter destinations
(http://blogs.brighton.ac.uk/thedanysblog/2016/02/01/how -airlines -interact -with -their -
customers -through -digital -marketing/ , 2018).
E-mail marketing is one of the effective ways of getting new customers, i ncreasing the
loyalty of the existing customer, increasing brand awareness, communicating campaigns, catching
hints about the customer through the forms that are requested to be filled, and promotion. While
the rate of e -mail used in marketing in 2010 was more than 92%, the popularity of social networks
increased, the use of direct messaging programs was very intensive and the number of unwanted
messages increased. E -mail marketing has become effective again when communication and
advertisements became avai lable from mobile devices. Sending e -newsletters e -mail, campaigns and
e-mail promotions to customers increases the number of clicks on the website of the company.
Thus,the right message is provided to the target audience at low cost and the feedback can be
measured easily as customer information is recorded (Mestçi, 2017, 39).
E-mails by airlines are highly effective to create customer loyalty, since the single click rate
is 72% higher than in other e -mails(http://blogs.brighton.ac.uk/thedanysblog/2016/02 /01/how -
airlines -interact -with -their -customers -through -digital -marketing/ , 2018).
Social media marketing is using social networks, online communities, blogs, wikis or other
collaborative media for marketing, sales and customer service purposes (Öztürk, 20 13, 200).
Companies can use more media such as Facebook, Instagram, YouTube, Twitter, LinkedIn and
Flickr to provide more interaction with their customers. Through social media, companies can learn
what their customers think about their brands, can promot e their products to a wider range of
potential customers and can increase brand awareness. However, there are also risks arising from
the ability of the consumer to freely share ideas and experiences in social media marketing. Since
this platform is an are a that needs more attention in terms of control and management than other
traditional marketing channels, it is of utmost importance for companies to manage professionally
in terms of follow -up, content, services and feedback.
Today, the presence of a comp any in social media is a necessary channel for the company's
promotion, information transmission and interaction with the customer. In the airline sector, a new
concept called “Social Seating” developed. Airline companies can now free their customers to
ch oose their companions who share social media profiles
(http://blogs.brighton.ac.uk/thedanysblog/2016/02/01/how -airlines -interact -with -their -
customers -through -digital -marketing/ , 2018). These social networks are welcomed intensely for
those who want to exp erience this preference in the airline sector, but also brings the risks of
discrimination on issues such as race and gender in terms of the Social Seating concept.
The website, which is now used as an active business tool, is seen as an open store that
wo rks 7/24 effectively. It is a platform designed to make advertising and marketing of companies.
Having an easy -to-use website, understandable menus, effective design, constantly updated and
satisfying content, easy -to-download sites such as an effective we b page marketing issues are
important for customers’ preferences. The quality of the products and services provided on the
website and the convergence with the target audience are also important points for easy
communication and interactive web site market ing (Mestçi, 2017, 47).
Karaağaoğlu , N. , & Çiçek , M. (201 9). An evaluation of digital marketing applications in airline sector . Journal of Human
Sciences , 16(2), 606 -619 . doi: 10.14687/jhs. v16i2.5661
610
In the airline industry, which is one of the most intense competition sectors, web marketing
is a highly used marketing method, and it is effective in terms of customers' preference for an easy,
understandable, and user friendly web page.
The search engines show the search results on the page where the top and right paid ad
slots are located. With Google Adwords, Yahoo Overture, and Microsoft adCenter, it is possible to
issue ads that are shown by keywords in these areas and are pric ed on clicks. When it will be shown
is determined by the advertiser and the performance of ads can be checked in real time (Varnalı,
2012,74).
As in all sectors, it is important to be at the highest ranking in search engines in the airline industry
as well. In this context, search engines such as Skyscanner and KAYAK search engines are the ones
pref erred by airline companies.
Mobile advertising, including marketing activities to deliver advertisements to customers via
mobile networks (mobile phones, individual digital assistants, etc.) using a non -fixed network, is
defined as an over and frequent int eraction at the same time, and demonstrates the characteristics
of user control, communication management, concurrency, connectivity, gameplay and two -way
communication. Mobile applications that are mainly used by mobile phones have become the most
frequen tly used applications in today's advertising world in order to allow direct contact of the
customer and marketing managers (Öztürk, 2013, 112).
Another way to interact with customers in airline companies is through online booking and
ticket purchase. In ad dition to improving the customer experience, these processes provide the
company with a large customer database, which provides information for future marketing
campaigns. Mobile marketing is mainly manifested by mobile phone applications, and it is observ ed
that transactions such as ticket searching, booking, and online check -in can be realized in a more
user -friendly and fast way through these applications, as well as increasing customer loyalty. The
use of passenger information stored, also causes negati ve criticism of many airline companies. The
purpose of the airlines is to provide a better experience. The fact that the flight crew has some
information about the passengers on the plane (allergies, preferences, nationality, etc.) may be
useful only for f ood service.
It would not be wrong to say that digital strategies have an impact on product pricing
strategies. It is natural that the airlines which use digital marketing effectively because of the many
demanding routes, the payment behaviors of the custo mers, the season status, and the many factors
affecting the ticket prices, are one level ahead in terms of competition.
The Aim of the Research
Advances in technology have led to brands developing digital marketing strategies in the
competition game. The a im of this study is to investigate the digital marketing strategies of a
number of national and international airway companies such as e -mail marketing, web marketing,
social media marketing and mobile applications and to analy se the positioning of digital marketing
applications . Digital marketing is the leading actor of marketing and is presented as the real throne
of virtual world in the airway sector.
Methodology
The practices in the sector are depicted by the descriptive method and screening method.
Th e purpose of the screening method is to identify a phenomenon. In order to make this
definition, the data obtained from the rich source are scanned according to the purpose of the
research. The scanned data allows generalization. In this context, best prac tices from Turkey and
abroad were analy sed in the frame of the effect of digital marketing on the customer relations
management by using descriptive method and screening method.
Karaağaoğlu , N. , & Çiçek , M. (201 9). An evaluation of digital marketing applications in airline sector . Journal of Human
Sciences , 16(2), 606 -619 . doi: 10.14687/jhs. v16i2.5661
611
The national and international leading airway companies comprise the sample of the
research. Accordingly, the digital marketing implementations of the leading airway companies from
the world; British Airways, Delta Airlines, Virgin Atlantic, United Airlines, Easy Jet and Southwest
Airlines, Turkey’s leading airway companies; Turkish Airlines and Pegasus Airlines were descripted
in the research.
Findings of the Research
With the increasing globalization of air transportation and the increasing importance of
airline companies in marketing in terms of competition, the use of digital mar keting and database
based studies from the new marketing trends of both high -end airlines and low -cost airlines has
increased. At low cost, it has been beneficial to examine the successful examples of digital
marketing strategies to ensure the fastest and most reliable user experience to the consumer, and to
examine the national and overseas examples which use big data accurately and effectively.
The Analysis of Digital Strategies and Implementations of Airline Companies in the World
and Turkey
Digital Mark eting Strategies of Airline Companies in the World
In order to create a difference, includ ing the consumer in the product and to be closer to
the customer ; digital advertising, campaign examples of some of the highly recognized airlines
abroad we re analyze d.
American Airlines has booked a bomb strategy to remind customers who have booked but
have not yet purchased their tickets. This e -mail offers lower rates and best recommendations
compared to the information on booking
(http://blogs.brighton.ac.uk/thedan ysblog/2016/02/01/how -airlines -interact -with -their -
customers -through -digital -marketing/ , 2018).
In a cross -channel campaign with more than a million views on YouTube, British Airways
has connected customers with an interactive billboard campaign called “Magic of Flying”, and its
success is driven by motivating customers to redirect to its branded site using #lookup hashtag
(http://blogs.brighton.ac.uk/thedanysblog/2016/02/01/how -airlines -interact -with -their -
customers -through -digital -marketing/ , 2018). Again British Airways uses a feature called in
“Know Me”, which provides in -depth analysis of data to provide customised results. Describing
customers as “busy people with no time for irrelevant offers”, British Airways transforms customer
data into special and targeted offers as “next best offer”
(https://www.digitaldoughnut.com/articles/2017/march/how -airlines -are -using -big -data, 2017).
Delta Airlines introduced an application that allows customers to monitor their luggage
from their mobile devices. Altho ugh the application actually only contains the baggage information
used by Delta personnel, it was able to be downloaded by more than 11 million (guarantors!)
customers (https://www.digitaldoughnut.com/articles/2017/march/how -airlines -are -using -big -
data, 2 017). Delta Airlines used customers' travel experience information but got a negative
reaction. The c ustomers were unhappy when they realized that their personal information was
recorded and used by Delta Airlines' website
(http://blogs.brighton.ac.uk/the danysblog/2016/02/01/how -airlines -interact -with -their -
customers -through -digital -marketing/, 2018). Although the use of big data is risky for the
customer, the pros always outnumber the cons .
Some high -cost airlines offer new technologies to interact with t heir customers. Virgin
Atlantic, for example, was the first airline to announce in 2011 to allow passengers to experience
the advantages of Google Glass technology as an innovative pilot project on arrival at London
Heathrow Airport in 2016. The staff of t he airline's upper -class wing will also be using Google
Glass and other applicable technologies to deliver the highest technology and customised products
to the customer ( https://www.virgin.com/travel/google -glass -arrives -virgin -atlantic , 2018).
Karaağaoğlu , N. , & Çiçek , M. (201 9). An evaluation of digital marketing applications in airline sector . Journal of Human
Sciences , 16(2), 606 -619 . doi: 10.14687/jhs. v16i2.5661
612
United Air lines uses the smart “collect data, detect, take action” system that can analy se 150
variables in a customer profile. With this system, everything from their previous purchases to
customer prioritization is measured in order to offer a customis ed offer. Th is system increased the
revenue of United Airlines by more than 15% a year
(https://www.digitaldoughnut.com/articles/2017/march/how -airlines -are -using -big -da ta, 2017 ).
The investment of EasyJet in an artificial intelligence algorithm that optionally determines seat
pricing in real time is a good example of the use of digital data
(https://www.digitaldoughnut.com/articles/2017/march/how -airlines -are -using -big-data, 2017).
Southwest Airlines has partnered with NASA to identify possible security issues. As a result of this
partnership, the airline built an automated system with the ability to use large -scale data sets to use
the machine learning algorithms and warn about anomalies and prevent potential accidents
(https://www.digitaldoughnut.com/articles/2017/march/how -airlines -are -using -big -data, 2017).
Southwest Airlines uses a speech analytics tool that allows customer service representatives to
understand the details of each customer interaction recorded. In addition, data from various online
channels such as social media are analy sed to get more information about customers in real time
(https://www.digitaldoughnut.com/articles/2017/march/how -airlines -are -usin g-big -data, 2017).
Table 1. Digital Marketing Implementations at International Airway Companies
American Airlines Effective e -mail to unsaved bookings
British Airways - You Tube cross channel campaign;”
Magic of Flying”
-“Know Me” application
Delta Airl ines “Mobile baggage monitoring”
application for the customer
Virgin Atlantic Google Glass technology
United Airlines “Collect data, detect, take action”
application
Easy Jet Optional seat pricing with artificial
intelligence
Southwest -Use of speech analytics tool
-Digital system developed jointly with
kASA to prevent crashes
Digital applications of international airlines which can be summarized in Table1 are
functional in terms of creating brand awareness and loyalty of the target audience by attr acting the
attention thanks tç technology. The possibilities of mobile computing and social media provide the
consumer with customis ed experiences, touching the mind and heart of the target audience.
Digital Marketing Strategies of the Airline Companies in Turkey : Turkish Airlines and
Pegasus Airlines
In Turkey, electronic limitations on text messages and electronic mail transmission upon the
implementation of the Law numbered 5809 on Regulation of Trade on 01.05.2015 has further
increased the importance o f digital marketing. Turkish Airlines and Pegasus Airlines, which are the
leading companies of the Turkish aviation industry, offer competitive digital marketing strategies.
Both airlines use highly successful programs to improve customer loyalty and drive customer
retention by flight search engines, such as mobile applications, loyalty cards, social media
campaigns, e -mail marketing, web marketing, search engine optimization, skyscanner, etc. Airlines
offer many marketing elements such as promotional sal es, alternatives for additional sales, to the
customer effectively.
Karaağaoğlu , N. , & Çiçek , M. (201 9). An evaluation of digital marketing applications in airline sector . Journal of Human
Sciences , 16(2), 606 -619 . doi: 10.14687/jhs. v16i2.5661
613
”Loyalty ” is also preferred by Turkish Airlines and Pegasus. If you participate in these
programs, you will be given a card and a membership profile, so you will have many advantages in
yo ur travels. These benefits are reflected in your card and membership in the form of points or
miles that you can use for additional services on your next flights or flights with loyalty programs.
Turkish Airlines loyalty program called Miles & Smiles is no t only a flight card, but also a credit
card by Garanti Bank. Many hotels, car rental companies, restaurants, gas stations and health
facilities, providing special discounts and extra miles to provide Miles & Smiles users a global team
of privileges, trave l experiences at the airport with a special experience make the buying a pleasant
experience (https://www.milesandsmiles.net/, 2018).
Pegasus Plus card, which is a loyalty program of Pegasus Airlines, also offers a credit card
function by ING Bank and it offers various kinds of facilities to customers not only during the
flight, but also for seat selection, extra baggage, reservation of optional ticket, meal order, hotel
selection, car rental and insurance transactions (https://www.flypgs.com/pegasus -plus, 2018).
The aim of this research is to examine the prominent ones in the Turkish digital marketing
practices of Turkish Airlines, which has been trying to reach billions of people around the world by
effectively using social media through advertising and digital marketing campaigns and
communication activities.
Turkish Airlines
Turkish Airlines became the winner of the Social Media Awards Competition Turkey 2017
which measures the social media performance of brands and agencies based on the objective dat a
oin cooperation with BoomSonar and the Marketing Turkey. Among more than 50 categories,
nearly 350 campaigns were evaluated in the SocialBrands Data Analytics Awards category. Turkish
Airlines became the owner of Grand Prix, the biggest prize of the comp etition, for its social media
activities (http://www.trendweek.com/social -media -awards -turkey -ile -sosyal -medyanin -en -iyileri -
odullendirildi/, 2017).
Turkish Airlines launched a program named t he mascot “Wingo” in 2012, inspired by a
wild goose and announ ced all promotional flights by it . By Wingo of Turkish Airlines, domestic
and international flights were informed at favorable prices on the home page of the website. Also
Turkish and English promotional film for the mascot Wingo and the video sharing site was
presented to the followers through the social
networks (http://www.marketingturkiye.com.tr/haberler/thynin -promosyon -yuzu -kaz -wingo/,
2012).
The Social Trippin 'event, which was held in London and Berlin for the first two meetings,
brought experts in t he field together, exchanging ideas and views on many topics related to aviation
took place at Turkish Airlines's transfer center in Istanbul as the third meeting
(http://www.socialtrippinistanbul.com/,2014).
BuzzFeed, one of Turkish Airlines' world's lar gest content producers, made a content study to
announce direct flights to San Francisco in April 2015. Together with Bullseye Worldwide, Turkish
Airlines created a brand account in BuzzFeed and published a content entitled “15 Reasons
Istanbul and San Fra ncisco Are Long -Lost Sister Cities” , which emphasised the common features
and similarities of both cities. According to the information shared by the agency, this content
received 30.000 views within 48 hours and the total performance of the campaign was me asured as
102.292 views, 42.479 social readings and 100% positive comments and reactions
(https://yucemozarslan.wordpress.com/tag/turk -hava -yollari/, 2015).
According to 2015 Skytrax data, Turkish Airlines, the best airline in Europe, prepared a
social me dia campaign called “Delightful Stories” to provide a different experience to its customers.
Each new journey is a new opportunity, a new discovery and experience with the idea of chasing
after a new dream, writing that story, chasing the inspiring stories of people, chasing their dreams in
different parts of the world, giving the chance to inspire millions of people in participating the
contest. The experiences of the customers who turn their dreams into reality and write their own
Karaağaoğlu , N. , & Çiçek , M. (201 9). An evaluation of digital marketing applications in airline sector . Journal of Human
Sciences , 16(2), 606 -619 . doi: 10.14687/jhs. v16i2.5661
614
stories are published on the site specially designed for th at campaign. The story chosen by a jury is
shared with followers to inspire the world as “delightful story” (http://www.delightfulstories.com/,
2018).
In 2015, Turkish Airlines collaborated with British director Rob Whit worth to create a
unique video project based on Istanbul's historical and cultural beauty with a technique of “flow
motion”. In the project called “Flow Motion Istanbul Story” 295 hours of video was taken for the
story of Istanbul with a different flow an d the post production took 278 hours. Director Rob
Whitworth, who previously directed promotional films of cities such as Dubai and Barcelona,
brought modernism and nostalgia together from a different perspective by working on timelapse
and hyperlapse tech niques with accelerated images (http://www.dijitalajanslar.com/turk -hava -
yollari -flow -motion -istanbul -hikayesi/, 2015).
As the official sponsor of Fenerbahce in 2015, Turkish Airlines prepared an extraordinary
surprise for the team players before the Mold e match and achieved great enthusiasm with
“Reaching the S ky from the Ground ”. Turkish Airlines airplane which departed from Sabiha
Gokcen Airport to Norway in the morning for Molde match, changed its route shortly after
departure and and went low flight towards Fenerbahce Sukru Saracoglu Sports Complex. The pilot
made an announcement to the players to look down, where there was a big surprise; Fenerbahçe
fans were carrying a giant uniform. This favour by Turkish Airlines was quite motivating for the
playe r. This meaningful and prominent campaign of Turkish Airlines signed by Dekatlon Buzz,
became popular in many other areas and shared on social media with # YerdeGökteYanındayız
We are with you in the ground and in the sky hashtag (http://www.dijitalajanslar.com/turk -hava -
yollarindan -fenerbahceye -dev -surpriz/, 2015).
Turkish Airlines held a contest 4 Seasons Balkans" in 2016 both in t he Balkans and Turkey ,
which have similar cultures by using the hashtag #okadaryakınki So close . The details of the
campaign were published on the website “4mevsimbalkanlar.com”, with the travel stories of two
winners .,. Th is experienced digital campaign conducted by Dekatlon Advertising Agency served a
unique experience to the followers and the similarities and differences of the Balkan countries and
Turkey, all the details and the most beautiful spots were presented through
“4mevsimbalkanlar.com” web si te(http://www.dijitalajanslar.com/turk -hava -yollari -4-mevsim -
balkanlar -kis -kampanyasi/, 2016).
Turkish Airlines' sponsorship of the film Batman V Superman which is one of the most
popular films of the year 2016 was announced on the day of the publication b y the official Twitter
account and this announcement about the film attracted great interest by his followers. In the
special videos prepared for commercials, Turkish Airlines announced that Batman's flights to the
city of Gotham and Superman's city Metrop olis started, and that an advertising campaign was
carried out successfully for digital marketing (http://sosyalmedya.co/turk -hava -yollari -batman -v-
superman -filmine -ozel -reklam/, 2016).
Turkish Airlines is planning to use the technologies of Big Data and Internet of Things, in
the new airport of Istanbul. At Istanbul's third airport, it is aimed to direct the customers towards
the halls, dining areas, exit doors and the desired location by using the beacons that will interact
with the customers' smart phon es. In addition, customers will be able to track where their car is
parked and where their children are by means of smart technology products
(https://www.digitaldoughnut.com/articles/2017/march/how -airlines -are -using -big -data, 2017).
At the beginning of 2018, Turkish Airlines organized a travel software competition called
“Travel Hackathon”. Through this competition, the infrastructure of many projects that can be
used in the future in the digital platform was tried to be created
(http://www.dijitalyol.co m/turkish -airlines -travel -hackathonunda -dereceye -giren -projeler -
aciklandi/, 2018).
Turkish Airlines decided to apply a 15 percent discount on all domestic and international
tickets, in case to be purchased via mobile application on 18 -20 January 2018. Wit h the application
Karaağaoğlu , N. , & Çiçek , M. (201 9). An evaluation of digital marketing applications in airline sector . Journal of Human
Sciences , 16(2), 606 -619 . doi: 10.14687/jhs. v16i2.5661
615
that can anticipate the passengers from their previous flights and travel preferences, Turkish
Airlines can provide passengers with different offers and customised preferences. Passengers who
download the Turkish Airlines mobile app to th eir smart phones can purchase 15% off tickets for
domestic and international tickets as well as purchase of tickets or miles, and can transfer miles to
other members. The application was downloaded by one million four hundred thousand people in
this proces s. Turkish Airlines General Manager Bilal Ekşi said in the campaign announced by
Twitter “ Time for mobile!” (Dünya Gazetesi, 2018). As a result of the campaign, a 5 -fold turnover
compared to the reference period and 2-fold application download was obtained . The campaign
continued to expand after the campaign. With this campaign, more customers were aimed at
downloading the mobile app and interacting with the application already (E -mail correspondence
with Turkish Airlines Online Product Development Manager Murat Şahin on 14.05.2018).
Turkish Airlines has sent UBER promotional code of 50 Turkish Liras to the people who
buy their air tickets in Istanbul and abroad. Passengers who wish to benefit from this campaign,
which w ould be valid in 2018, should receive their tickets online and allow Turkish Airlines to
receive e -mail campaign notifications when buying tickets (Milliyet, 2018).
Turkish Airlines utilizes its communication facilities by various promotional code
applications and discount codes . The customer loyalty program has also defined action -based
discounts to members. Thus, cross -segments and new acquisitions have been triggered. Another
scope of promotional code applications is corporate image. For example, Turkish Airlines
announced the HAPPY50 discou nt code to celebrate its 50th anniversary in Switzerland. In this
type of campaigns, the primary aim is to say “We have been with you for 50 years” rather than
increasing sales and to make it memoris able (E -mail correspondence with Turkish Airlines Online
Product Development Manager Murat Şahin on 14.05.2018).
Table 2. Turkish Airlines' Prominent Digital Marketing Practices
The digital marketing practices of Turkish Airlines can be summarized as in the Tabl e2. In
the Turkish Airlines website and mobile application, dynamic changes can be made in content s,
based on the travel phase of the customer . For example, a frequent flyer between Istanbul and
Ankara can see Ankara at the top of the promotions when he searches for flights. In addition,
different introductions are made according to the location and payment type of the user. These
competencies enable Turkish Airlines to be able to do its part effectively in collaboration with other
firms (E -mail correspon dence with Turkish Airlines Online Product Development Manager Murat
Şahin on 14.05.2018).
Pegasus Airlines
Pegasus Airlines leading the low cost a irline sector in Turkey is an airline that follows the
era closely and manage s to reach the consumers with remarkable campaigns.
WINGO promotional flight announcements
Socialtrippin
Delightful Stories, voyage/discovery stories
Flow Motion İstanbul
Travel Hacka thon Contest
Campaigns and social media ads for mobile
applications
Beacon system to be implemented at Istanbul 3rd
Airport
Karaağaoğlu , N. , & Çiçek , M. (201 9). An evaluation of digital marketing applications in airline sector . Journal of Human
Sciences , 16(2), 606 -619 . doi: 10.14687/jhs. v16i2.5661
616
Pegasus organized a competition called “Barcelona with Pegasus” in 2013 in order to
impress its customers with the digital camp aign. The participants were connected to the
www.pegasuslabarselona.com microsite via Twitter accounts and tweets were selected about 10 of
the tweet alternatives about Barcelona. In the contest, where every participant who registered to the
site ha d the r ight to a draw, the participants who ha d been sharing a lot had the opportunity to
increase their chances to go to Barcelona. The tweets taken within the scope of the campaign were
followed by #pegasuslabarselona label. During the campaign, the microsite of the competition was
visited 187,596 times. A total of 41,820 Spanish tweets were placed in the campaign while 15,008
contestants participated (http://www.dijitalajanslar.com/pegasus -twitteri -ispanyolca -konusturdu/,
2013).
To achieve better results in n ational and international organic search , Pegasus Airlines
started working with iProspect in 2014 and made SEO (Search Engine Optimization) on online
sales in both Turkey and England . According to ComScore data , at most search engines Turkey
ranks 1st in E urope along with flights which take place via the web. Pegasus Digital Marketing
Manager Didem Namver states they found their communication activities through digital channels
in a total of 36 countries along with Turkey, and adds: “With the continuous gr owth of Pegasus's presence on
the internet and the increased traffic and content of its websites www.flypgs.com, the number of keywords used has also
increased significantly. For a company that has a high online sales target, it is not always easy for user s to search all of
the keywords they searched for. Pegasus also brought a different concept by the ‘World's Most Beautiful Gift ’
campaign launched in 2011 and invited children to paint a holiday of their dreams. Users took pictures of the
children's holida y drawing pictures of the campaign by uploading to the World's Most Beautiful Gift website. In the
final stage of the competition, the Pegasus jury evaluated the paintings and the selected picture covered the newest plane
of Pegasus. Also the name of the o wner of the image was given to the relevant aircraft ”
(http://www.dijitalajanslar.com/pegasus -ve -iprospect -seo -basarisi/, 2014).
In 2017, Pegasus organized a digital campaign called “Instagram Stories”. The f ollowers
were asked to follow short videos publ ished in the Stories section of their Instagram account to
join the campaign. 8 different videos in 8 -digit code of letters and numbers that make up the
discounts were hidden in a short video that included images of Turkey's different tastes. Pegasus
guest s who get the password on Instagram Stories grabbed the opportunity to fly at a 20 percent
discount.
Using Facebook, Twitter, Instagram, Foursquare, You Tube and Google+ accounts actively,
Pegasus is one of the first brands to integrate digital developments into communication activities.
Pegasus Airlines, which has been making serious investments for many years on its digital existence,
has 1.2 million followers on Facebook, 228 thousand followers on Twitter and 79 thousand on
Instagram. Pegasus mobile appli cations for 2.5 years in the App Store and Play Store ha ve reached
a total of 3 million downloads. As of July 2016, the share of mobile channel sales in total sales rose
to 18.7 percent in domestic and 8.3 percent in international markets. In July 2015, th ese rates were
11.1 percent in the country and 4.4 percent abroad (https://www.campaigntr.com/pegasustan -
instagram -stories -ile -kampanya/, 2017).
Pegasus attracted attention with the creative use of WeTransfer in the international
advertising campaign. Ins tead of “WeTransfer”, a file sharing platform, “We Also Transfer” slogan
and flight experience photographs were used in the campaign. The concept and idea of
WeTransfer’s easy, fast and secure file transfer image is reflected to the user by Pegasus “afford able
and accessible price ” message. The creative idea and practice of the campaign is conducted by
Isobar Turkey and the digital media planning is made by Vizeum
(http://www.dijitalajanslar.com/pegasus -yaratici -mecra -kullanimi -we -also -transfer/, 2014). Peg asus
is noted as one of the first brands using Instagram's application Hyperlapse in Turkey. Instagram,
which managed to capture social media in a short time and accelerated the videos by up to 12
times, provided users with a time -lapse video application, Hyperlapse, which provided the followers
with a different experience with videos shared as the trend advertising application of the era
(http://www.dijitalajanslar.com/hyperlapse -ilk -kullanan -markalar/, 2014).
Karaağaoğlu , N. , & Çiçek , M. (201 9). An evaluation of digital marketing applications in airline sector . Journal of Human
Sciences , 16(2), 606 -619 . doi: 10.14687/jhs. v16i2.5661
617
Table 3. Pegasus Airlines' Prominen t Digital Marketing Practices
WeTransfer – We Also Transfer AÇ
Hyperlapse
Instagram Stories
Social media ads and campaigns
Contests on social media
The digital marketing practices of Pegasus Airlines can be summarized at Table3. Using
social media c hannels effectively in all communication activities, Pegasus focuses on two key issues
in social media communication. The first is to inspire the guests by informing Pegasus of their
campaigns and opportunities; the second is to analyze all the content sha red related to Pegasus on
social media and to try to solve the guests ’ problems . The company continues to invest on its digital
presence.
Conslusion
The effective use of digital technologies in the aviation sector has pr ovided a lot of benefits
in terms of marketing, and also has a leverage effect in the sector in terms of enabling the
enrichment of customer experiences.
It is inevitable to make the right digital strategy planning in order to provide competitive
advantage in line with the changing customer profile and expectations and to ensure effective
customer relationship management in today's dominating new media and communication
technologies. It is important for the efficiency of the airline companies to invest in d igital marketing
applications, to follow the rapid digital transformation in the world and to calculate how much
more value they can offer to the customer in the fastest way possible.
Necessary measures should be taken by taking into consideration the possibility of risks
arising from the ability of the digital platform to share ideas and experiences freely. Since TV
commercials, newspapers, magazines, billboards and other traditional ma rketing channels are more
difficult to control they should professionally manage the digital platforms in terms of follow -up,
content, services and feedback.
While the positive impact of the campaigns that attracted, amazed, entertained and involved
the cu stomer was highly contributing to the image and promotion of the brand, this is a direct
reflection of the final target ; sales. By the campaigns prepared with the help of digital technologies,
social media accounts, web sites, viral advertisements, adverga mes, interactive virals and
entertainment content, online blogs and e -mails, the companies are able to reach and be close to
the customers with many channels.
In terms of the airline sector, the customer is very active in digital marketing with his
mobile phone or computer, online ticket purchasing, additional sales, online check -in, boarding,
flight, baggage delivery, hotel, car rental and many more services. In this context, the importance of
digital marketing applications in the airline sector, where cus tomers' preferences, travel habits,
behaviors and many other data are stored by flight, mile, score collection cards or systems, and
these data are evaluated through different customer relationship management programs and
personal offers or promotions are increasing.
In line with this data, the airline companies meet the customer in a very good and friendly
way from the corporate web pages, design the websites as user -friendly, facilitate the process of
buying tickets, follow a transparent policy, prepare t he campaigns that will surprise, amaze and
entertain the customer. It will be useful to consider the added value of strategic decisions on issues
such as providing products and services that can be met, good interpretation of passenger statistics,
and utmo st care in the management of the social media platform.
Karaağaoğlu , N. , & Çiçek , M. (201 9). An evaluation of digital marketing applications in airline sector . Journal of Human
Sciences , 16(2), 606 -619 . doi: 10.14687/jhs. v16i2.5661
618
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