Delta and Aeromexico continue to collaborate on seamless travel. The airlines announced closing over 80% of customer experience seams between them. The seamless journey benefits 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. The airlines have 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.”
Delta and Aeromexico: Integrated systems and services
The two airlines have aligned their booking process showing product offerings with real-time availability, pricing, and seat selection.
The airlines’ reservation specialists can access, rebook, and reissue tickets using the SkyTeam Rebooking feature. In this way, they resolve travel disruptions for customers flying with any of SkyTeam’s 18 other members.
Frequent flyers from both airlines get elite status recognition during travel. They also get full earning and spending opportunities regardless of 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 traveling with either airline.
Delta and Aeromexico introduced the Corporate Priority program, which provides corporate travelers with consistent worldwide benefits. Perks include check-in recognition, priority boarding, priority service recovery, and 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 traveling in the cabin.
A joint operations control center in Mexico City Airport optimizes 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, and technologies 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.”
Delta and Aeromexico Collaboration: Additional service enhancements coming in 2020
The airlines will introduce further service and technology enhancements next year. These include seamless check-in capability through their websites and apps, improved bag tracking technology, and pre-flight communications to travelers offering details on the in-flight experience.
The airlines will also collaborate 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.