• Joe Breitfeller

Delta and Aeroméxico Strengthen Relationship to Create a Seamless Customer Experience

Updated: Jan 11, 2020

Delta Air Lines announced Thursday the strengthening of their Joint Cooperation Agreement with Aeroméxico, providing a seamless travel experience for customers of both airlines.


Delta and Aeromexico Flight Attendants Celebrate Seamless Travel Experience Between Both Carriers - Courtesy Delta

Today, Delta Air Lines announced the tightening of their Joint Partner Agreement with Aeroméxico, having eliminated 83% of the differences between the carriers, ensuring a seamless travel experience for customers of both airlines. With over 3.2 million Delta and Aeroméxico customers making trans-border crossings annually, the airlines have worked tirelessly to ensure a seamless journey for their guests. By evaluating every aspect of the journey from the digital experience to the alignment of products, services and policies, the airlines have built a truly integrated customer experience.


One of the challenges in creating a smooth customer experience is ensuring the technology used by each airline doesn’t create a bottleneck as customers transition between carriers. In Thursday’s announcement, Delta’s Managing Director – Alliance Experience, Jeff Moomaw said,


“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. Our joint customers can now purchase tickets for our branded products in all of our booking channels, reserve their seats, take advantage of free messaging onboard as well as see alignment on checked and hand luggage policies.”


To improve the guest experience, the airlines have focused on seven key areas. First, the booking processes have been standardized so customers can see real time availability, pricing and seat selection. Additionally, the airlines now recognize elite status for frequent travelers and offer full earning and spending opportunities between programs. TSA Pre-Check program members will now have an emblem printed on their boarding passes to ensure an expedited security experience as customers enter, connect through or leave the United States. Next, reservation specialists can access, rebook and reissue tickets with the SkyTeam Rebooking feature, which is available to SkyTeam’s 18 member airlines.


For corporate customers, Delta and Aeroméxico established the “Corporate Priority” program which guarantees consistent benefits worldwide including check-in recognition, priority boarding & service recovery and denied or downgraded boarding protection. The airlines also share passenger information to ensure consistency in unaccompanied minor, special assistance and animals traveling in the cabin. Finally, a joint operations center has been opened in Mexico City to provide excellence in both operations and service recovery. Also commenting on today’s announcement, Aeroméxico’s Chief Digital & Customer Experience Officer, Andrés Castañeda added,


“At Aeroméxico and Delta we have a clear vision to be the number one option in the trans-border market. 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 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.”


How Delta and Aeroméxico Created a Seamless Trans-Border Experience – Infographic Courtesy Delta Air Lines

For 2020, the Delta - Aeroméxico partnership promises to become even stronger with seamless check-in capability through websites and apps, pre-flight communications, expanded “Corporate Priority” benefits and post-travel surveys. The Delta Air Lines and Aeroméxico relationship dates to 1994, when they first entered a codeshare agreement. The decades-long relationship was expanded in May 2017 when they entered a joint cooperation agreement.



Source: Delta Air Lines