Turkish

Airlines
Overview
20th
Established
May,
1933 Dedicated as a department of the
Ministry of National Defense

1938 It became part of the Ministry of

Transportation

1974 The most notorious crash with 346

deaths.
Overview
1980 - It developed a reputation for poor
1990 customer service and delays.
1983 Change of government
The importance of THY was recognized as
Turkey’s gateway tot the world so investments
and modernizations began.

1985 THY was Turkey's largest source of

foreign currency.
Customer Relationship
Management of the THY
WEBSITE
• Comprehensive
• Easy access to information
• Dedicated contact and
support center
TESTIMONIALS RESEARCH
• Negative • Overall satisfaction of
• Unhappy customers customers
• Bad feedback on the • Customers focused on
company services image of airline, on time
especially from USA performance, attitude and
customers. behavior of the staff,
• People tend to share their safety, baggage services,
negative thoughts more flight safety and cabin
often than the positive cleanliness and
ones. convenience of the
schedule.
Miles&Smiles
Flying with
Turkish Airlines,
AnadoluJet and
other partner
airlines

Variety of
Others products and
services

Loyalty program
earn miles by

Apply for
Shop from
dedicated Credit
Shop&Miles
Cards

Shop from
partners
Corporate Club
Car rent,
Hotel,
Inssurance

Special
Extra
discounts Corporate baggage
club

Corporate
Help
Flexibility Desk
Sponsorship &
Social Projects

• You can fill a form and apply for sponsorship

Sponsorship • They sponsor sport activities which includes: Golf,
Football, Basketball, Ice hockey and Others.

• Not actually a CRM factor

Social projects • For the brand image they have on their website 19
social projects they have been involved in
Software

Pegasus merged with Microsoft Dynamics

Increasing agency performance and by fulfilling

charter flight requests from tour operators

Examine sales teams’ activities

Private flights, corporate customers
Suggestions
Operators Based on most complains from customers
• Better English speakers for the customer support service

Balance Based on the information found the website

• Improve and promote the conditions of general customers, not just for the club members

Call to action Based on the social programs on official websites

• Expand the social project platform and atract potential customers, by offering different vouchers and
benefits for those who get involved.
New market

Provide supplies for crisis affected

areas
social services employees and the victims, the patients and
NGO’s workers, as well as any everyone who is going to
other crisis management worker receive THY help
6-D Model - Syria
6-D Model - Syria
80 Power distance 60 Uncertainty
• Syria is a hierarchical society • Syria has a high preference for avoiding
uncertainty

35 Individualism 30 Long term orientation

• Syria is considered a collectivistic society
52 Masculinity
• Syria, with an intermediate score of 52, does not
have a clearly dominant preference in this
dimension.
• They exhibit great respect for traditions, a
relatively small propensity to save for the future,
and a focus on achieving quick results.
0 Indulgence
• There is currently no score for Syria in this
dimension – restraint country.
Consumer Behavior
The year 2021 marks a decade of conflict in
Syria, as violence, displacement and
humanitarian needs continue to grow. Syria is
also the deadliest country in the world for
humanitarians. Attacks on aid workers,
civilians, homes and hospitals remain
common. Many families have been uprooted
multiple times. The health system has been
decimated, undermining Syrians’ ability to
cope with the challenges of COVID-19.
Consumer behaviour in this market can be
compared to that of a child. New in the face
of unknown, scared of current situation he is
in. Accepting THY as part of their
community in not going to be difficult. The
loyalty is easily built in this circumstance, if
coming from locals.
Consumer Behavior

1 •Locals, people

2 •NGO, GO
 Retention strategy

Raise awareness among their customers The first to come tot his market

Integrate the new action in their platform Price control, but balanced with the cause
Thank You for Flying with us!
Students
Charback Ayeda Maria
Nă stase Gabriela
Ridichie Andra Denisse
Voinea Cristina Valentina