Marisa Garcia Delta and Aeromexico have announced that they closed over 80% of customer experience seams between them, benefiting the more than 3.2 million customers that travel through the two airlines’ transborder network each year.
They have carried out a combination of organizational changes, aligned their products, policies and services. and applied technology to enhance customers’ digital experience.
“The two airlines are dedicated to a world-class customer experience and we’ve eliminated 83% of the service differences between us, ensuring consistency in processes and services – which is key to a stress-free connection experience,” said Jeff Moomaw, Delta’s Managing Director – Alliance Experience. “Our joint customers can now purchase tickets for our branded products in all our booking channels, reserve their seats, take advantage of free messaging onboard as well as see alignment on checked and hand luggage policies.”
Integrated systems and services
The two airlines have aligned their booking process showing product offerings with real-time availability and pricing as well as seat selection.
The airlines’ reservation specialists can access, rebook and reissue tickets using the SkyTeam Rebooking feature, for customers flying with any of SkyTeam’s 18 other members, when a customer is impacted by travel disruption.
Frequent flyers from both airlines get elite status recognition at the time of travel as well as full earn and spending opportunities no matter which of the two airlines they fly.
Customers enrolled in the TSA Pre-Check program will now have this emblem printed on their boarding passes when travelling with either airline.
Delta and Aeromexico have introduced the Corporate Priority program, which gives corporate travellers consistent benefits around the world, including check-in recognition, priority boarding, priority service recovery, as well as denied boarding and downgrade protection.
The airlines can now share passenger information to provide consistent service for unaccompanied minors and those requiring special assistance. The airlines have also aligned their procedures for animals travelling in the cabin.
A joint operations control centre in Mexico City Airport optimises operations and improves service recovery.
“At Aeromexico and Delta we have a clear vision to be the number one option in the transborder market,” said Andrés Castañeda, Chief Digital and Customer Experience Officer at Aeromexico. “With more than a thousand flights per week, it is our job to offer a seamless experience to our joint customers. Along with Delta, we have achieved key goals that go from aligning processes and policies, technologies and making teams work closer, so we can provide our customers with a journey tailored to their needs. Even though we have accomplished a lot, we want to better understand them, to keep raising the bar, and give them a more differentiated product.”
Additional service enhancements coming in 2020
The airlines will introduce further service and technology enhancements next year including seamless check-in capability through their websites and apps, improved bag tracking technology, and pre-flight communications to travellers offering details on the in-flight experience.
The airlines will also be collaborating to improve customer satisfaction through joint post-travel surveys, which will be introduced this month. This feedback will inform their future investment in technology and products while supporting the airlines’ focus on decreasing customer complaints.
Delta and Aeromexico launched their first codeshare in 1994 and launched their joint cooperation agreement in May 2017.
