Aeroméxico Posts Record Customer Satisfaction in June

Aeroméxico reported its highest customer satisfaction score in company history in June, attributing the result to operational improvements at Terminal 2 of Mexico City International Airport (AICM), stronger on-time performance, and investments in its premium passenger experience, as preparations for the 2026 FIFA World Cup continue to boost travel demand. The airline announced the milestone while expanding onboard services and preparing additional capacity for the tournament, despite industry data indicating weaker-than-expected booking trends in two of Mexico’s three host cities.

“The improvements made to Terminal 2 have helped, and in June we achieved the highest Net Promoter Score (NPS) in our history,” said Andrés Castañeda, Aeroméxico’s Executive Vice President of Digital and Customer Experience. He added that operational performance has been a key driver of customer satisfaction.

“We are seeing that on-time performance, where we rank first this year, together with the improvements that were made, the new check-in counter spaces and the new Premier Lounges, have allowed us to reach these high NPS levels,” he said.

The announcement came during the presentation of Aeroméxico’s partnership with Mexican restaurant brand Bobo Burgers, which introduced a new onboard dining option for Premier Class passengers. The new menu includes a hamburger, fries, and a tart, and will be available on flights departing from Mexico on routes longer than three hours, after 10:00 a.m.

The product launch forms part of Aeroméxico’s broader customer experience strategy as the carrier prepares for increased international traffic linked to the FIFA World Cup. Earlier this year, the airline announced plans to operate 21 charter flights during the tournament across Mexico, the United States, and Canada. According to Giancarlo Mulinelli, Senior Vice President of Global Sales, these operations are expected to transport more than 1,600 football fans and teams during one of the busiest travel periods of the year. 

At the 50th Tianguis Turístico, Aeroméxico also introduced its Stopover Mexico City program, allowing eligible international travelers to visit two destinations within a single itinerary under specific fare conditions. The strategy mirrors stopover programs implemented by other Latin American carriers to stimulate tourism and increase passenger spending.

The airline has continued expanding its international network throughout 2026. New services launched this year include Mexico City–Quito, Mexico City–Tegucigalpa, Mexico City–Barcelona, and Monterrey–Paris. Additional routes between Monterrey and New York, and Guadalajara and Seattle, are scheduled to begin operations later this year.

Network expansion has also supported workforce growth. Earlier this year, the Airline Pilots Association of Mexico (ASPA) announced that Aeroméxico planned to hire 100 pilots in 2026, compared with 30 recruited in 2025, an increase of more than 230%.

According to Mexico’s Ministry of Tourism (Sectur), approximately 5.5 million international visitors are expected to arrive in Mexico during the tournament, primarily in Mexico City, Guadalajara, and Monterrey. However, recent booking data from the International Air Transport Association (IATA) suggests demand has been uneven across host cities.

The data contrasts with Aeroméxico’s recent operating results. The airline transported 2.1 million passengers in May, a 2.1% increase compared with May 2025. International passenger traffic rose 4.6%, while domestic traffic increased 0.9%. Available seat miles (ASMs) expanded 4.7% during the month, supported by a 7% increase in international capacity, which offset a 0.3% reduction in domestic capacity.

Aeroméxico CEO Andrés Conesa said demand continued to outpace capacity growth. “The May traffic results reflect the strength of our network and commercial strategy. Demand remained strong during the month and grew faster than capacity, resulting in solid load factors across the network. We also closed May with the highest sales week in the company’s history,” Conesa said.

He added that the airline continues to adjust capacity to changing market conditions. “The evolution of demand continues to align with the outlook we shared in April. As we move into the second half of the year, we will continue actively managing our capacity and route network to capitalize on market opportunities and maximize profitability,” he said.

Conesa also noted that geopolitical developments have moderated the company’s capacity growth projections. “We are going through a complex period because of the conflict in the Middle East, but we have adjusted. Instead of growing capacity by around 5% this year, we now expect growth of approximately 3%. Even so, we continue expanding our network with new routes such as Mexico City–Barcelona and Monterrey–Paris, creating additional opportunities for our customers,” he said.