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Apex Awards Five Stars to Aeromexico

19 September, 2019

The Airline Passenger Experience Association, APEX, a trade organization dedicated to elevate the passenger experience around the world, awarded Aeromexico five stars in the category of Global Airlines, the highest rank possible, for the service it provides to its customers.

The APEX Official Airline Ratings™ is based on neutral, third-party passenger feedback and insights gathered through APEX’s partnership with TripIt® from Concur®, the world’s highest-rated travel-organizing app.

Using a five-star scale, more than one million flights were rated by passengers across nearly 600 airlines from around the world between 1 July 2018 and 30 June 2019. Passengers were given the opportunity to provide anonymous ratings in five subcategories: seat comfort, cabin service, food and beverage, entertainment, and Wi-Fi.

Aeromexico continues to transform the concept of flying. Seven years ago, it reinforced its Customer Experience division by measuring satisfaction through a Net Promoter Score, which measures customer loyalty according to their experience.

Thanks to the data that was compiled, Aeromexico knows the priorities of its customers and implements improvements such as the appearance and comfort of its aircraft, the redesign and expansion of on-board products and entertainment, renovations of Premier Lounges, and continuous upgrades to its website and mobile app. In 2019, the airline extended its free on-board messaging service via Wi-Fi to a large portion of its fleet.

Aeromexico also invests in ongoing personnel training to maintain high levels of excellence for friendly customer service, in turn increasing the preference shown by customers.

“We are proud of this award based on passenger evaluations, which motivates our 16,000- plus employees to continue providing a world-class experience through our customercentered strategy, which we have implemented these past years to develop personalized and flexible products that adjust to all types of passengers,” said Andrés Castañeda, Chief Marketing and Customer Experience Officer for Aeromexico, during the awards ceremony on September 9 in Los Angeles, California.

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