If we talk about tourist destinations, Mexico is a place that cannot be left out. That’s why it’s no coincidence that one of the world’s best airlines is Aeromexico, which, with almost 90 years of operation, has implemented innovative ideas to ensure the satisfaction of its passengers. Let’s discuss the Aeromexico passenger experience.
In such a competitive industry, where the customer experience plays a crucial role in the success of companies, Aeromexico has managed to navigate generational changes and meet the demands of its users through a combination of market intelligence and creative actions.
Therefore, this article will delve into the various aspects that make Aeromexico stand out and create an unforgettable journey for its passengers. We will review an example of how their Passenger Journey Map might look and highlight the most notable actions of their strategy over the years.
How Aeromexico Redefines Passenger Experience?
Passenger experience refers to the overall journey and interaction that a passenger has while traveling on a mode of transportation, such as an airplane, train, bus, or cruise ship. It encompasses all aspects of the journey, from when passengers book tickets to when they reach their destination.
Each interaction is known as a customer touchpoint, and it is where crucial actions can influence the passenger’s perception. Examples of this include the website, boarding process, and ticket purchasing system.
The most common way to visualize this is through a Passenger Journey Map, which is an adapted version of the Customer Journey Map methodology. It visually represents each touchpoint and corresponding action to have them perfectly located and take specific actions such as data collection and improvements.
Aeromexico is characterized by putting its passengers at the center of its strategies. Therefore, they are constantly conducting studies and forming alliances to deeply understand their customers’ perceptions and make changes that allow them to remain one of the best airlines in the world.
Below, we show you an exemplification of what an Aeromexico Passenger Journey Map might look like. To do this, we have taken basic and common touchpoints of this type of industry and added specific points where Aeromexico has excelled in innovation and originality.
Aeromexico Customer Journey Map Example
Like any Journey Map, the touchpoints are distributed across five main stages where users interact with the brand. The Aeromexico passenger journey map would look like this:
If you wish to delve further, here is a complete passenger journey example with more touchpoints and information.
Stage 01: AWARENESS
| Touchpoint | Activity | Pain Point | Solution |
| Social Media Advertising | Customers come across Aeromexico ads on social media platforms. | Limited knowledge about Aeromexico’s services and routes. | Provide eye-catching visuals and concise messages to highlight Aeromexico’s key offerings. |
| Influencer Endorsements | Customers see influential individuals recommending Aeromexico. | Uncertainty about the credibility of influencer reviews. | Collaborate with reputable influencers and encourage transparency in their reviews. |
| Airport Billboards | Customers notice Aeromexico’s billboards at airports. | Lack of awareness about Aeromexico’s premium services. | Showcase unique features like AM Plus and SkyPriority Services on the billboards. |
| Online Travel Blogs | Customers read travel blogs featuring Aeromexico experiences. | Desire for unbiased opinions and authentic experiences. | Partner with travel bloggers known for honest and detailed reviews. |
| Mobile App | Customers discover and download the Aeromexico mobile app. | Lack of awareness about the convenience of the mobile app. | Promote the app’s features, such as flight booking and mobile check-in. |
| Aeromexico Amazon Skill | Customers learn about the Aeromexico skill on Amazon Alexa. | Limited awareness of using voice assistants for travel. | Showcase the convenience of flight information and booking through Alexa. |
Stage 02: CONSIDERATION
| Touchpoint | Activity | Pain Point | Solution |
| Website and App | Customers explore Aeromexico’s website and app for flight options. | Difficulty finding the most suitable flight options. | Implement a user-friendly interface with efficient search filters. |
| Customer Reviews Sites | Customers check reviews from past Aeromexico passengers. | Concerns about potential travel issues. | Address negative reviews with prompt responses and service recovery efforts. |
| Price Comparison Websites | Customers compare Aeromexico’s fares with other airlines. | Apprehension about flight cost and value for money. | Offer price-matching guarantees and highlight added benefits of flying with Aeromexico. |
| Travel Agencies | Customers seek assistance from travel agencies for booking. | Confusion due to multiple airline options. | Train travel agents about Aeromexico’s unique selling points and advantages. |
| Transportation | Customers learn about Aeromexico’s convenient ground transportation options. | Uncertainty about transportation to and from the airport. | Highlight the ease of booking transportation through Aeromexico. |
| Baggage | Customers review Aeromexico’s baggage policies and fees. | Confusion about baggage allowances and fees. | Clearly outline baggage rules and provide support for baggage inquiries. |
Stage 03: CONVERSION
| Touchpoint | Activity | Pain Point | Solution |
| Personalized Offers | Customers receive tailored promotions from Aeromexico. | Overwhelmed by irrelevant marketing materials. | Use data analytics to send personalized offers based on customer preferences. |
| Seamless Booking Process | Customers book Aeromexico flights with ease. | Complicated and time-consuming booking process. | Simplify the booking steps and offer a seamless online experience. |
| Multi-language Support | Customers get assistance in their preferred language. | Communication barriers with customer support. | Provide multilingual support through trained representatives. |
| Check-in | Customers experience a hassle-free check-in process. | Confusion or issues during the check-in process. | Offer mobile check-in options and provide clear instructions. |
| Onboard Experience | Customers enjoy a pleasant onboard experience. | Uncertainty about the quality of onboard services. | Showcase the amenities and comfort of flying with Aeromexico. |
| Trip Extras | Customers explore additional services for their trip. | Lack of awareness about available extras. | Promote travel insurance, personal concierge, and discounts to enhance the trip experience. |
Stage 04: LOYALTY
| Touchpoint | Activity | Pain Point | Solution |
| Aeromexico Amazon Skill | Customers engage with the Aeromexico skill on Amazon Alexa. | Limited usage of the skill beyond booking. | Expand the skill’s capabilities to offer loyalty program updates and benefits. |
| AM Plus | Customers opt for AM Plus to enhance their travel experience. | Unawareness of the added benefits of AM Plus. | Clearly communicate the exclusive advantages of AM Plus to customers. |
| Global Alliances | Customers take advantage of Aeromexico’s global alliances. | Lack of awareness about the benefits of global alliances. | Promote the ease of booking connecting flights and accessing worldwide destinations. |
| Discount Pass | Customers use the Discount Pass for various retailers. | Limited knowledge about participating retailers. | Provide a list of retailers and locations where customers can enjoy discounts. |
Stage 05: ADVOCACY
| Touchpoint | Activity | Pain Point | Solution |
| Social Media Engagement | Customers share their Aeromexico experiences on social media. | Lack of incentives to share their stories. | Launch contests or giveaways to encourage customers to share their experiences. |
| Referral Program | Customers refer friends and family to Aeromexico. | No motivation to refer others to the airline. | Introduce a referral program with enticing rewards for successful referrals. |
| Customer Testimonials | Aeromexico features customer stories on their platforms. | Customer stories not being heard or recognized. | Actively showcase customer testimonials across various marketing channels. |
| Community Involvement | Aeromexico participates in community projects in [MARKET]. | Disconnection with the local community. | Collaborate with local organizations to engage in meaningful community initiatives. |
Undertaken Actions to Guarantee the Aeromexico Passenger Satisfaction:
As you may have noticed, Aeromexico passenger satisfaction has a wide range of initiatives and programs whose main objective is to ensure a great experience from start to finish for anyone using their services. Some of these initiatives may serve as inspiration for you to implement similar measures in your business or project.
- Data Collection: Aeromexico has utilized various research methods to understand the level of satisfaction their passengers experience when traveling with them. From online surveys, NPS (Net Promoter Score) to online communities, Aeromexico has always been characterized by constantly seeking new technologies like QuestionPro to achieve its objectives.
- Easy Upgrades: Enhance your experience with a range of easy upgrades, offering more space, increased comfort, and superior services.
- In-Flight Entertainment: Sit back, relax, and let time fly by while enjoying a wide selection of free on-demand movies, music, and TV series.
- Great Meals: Savor menus curated by world-famous chefs, a full bar, and a generous selection of snacks – all available on our flights, and the best part is they’re always free!
- Special Assistance: Aeromexico provides personalized attention for passengers needing special medical accommodations, unaccompanied minors, or those traveling with infants.
- Strategic Alliances: Aeromexico boasts strategic alliances with other airlines, with Delta Airlines being a standout partner. Thanks to these collaborations, we offer a host of services and combined experiences, as depicted in this chart:
Start Improving Your Customer Experience
With QuestionPro CX, you can stay one step ahead of your customer’s expectations. Our platform enables you to gauge customer perceptions in real time, allowing you to respond promptly to any negative feedback. Addressing issues on the spot can turn a bad experience into a positive one and prevent potential negative reviews from spreading.
Capture your customers’ journey at every touchpoint using Closed Loop Feedback. This great feature provides real-time insights, empowering your teams to make necessary improvements that will elevate the overall customer experience. You can ensure your guests have a seamless travel experience by sharing feedback across different departments.
Collect instant feedback and respond right away with our user-friendly QuestionPro surveys. No technical expertise is needed. Design, send, and analyze data effortlessly.
Elevate your customer experience game with QuestionPro CX, and watch your passenger satisfaction soar to new heights! Contact us, and one of our agents will guide you through the process to try out our incredible features. Start now!
