aeromexico.com
Airline · Regional Strategy + Identity
Context
At the beginning of the massive adoption of the internet for commercial services, Aeromexico faced the challenge of transferring a significant part of its sales and customer service experience to a digital environment. The launch of aeromexico.com involved much more than just publishing a website: it required building a platform capable of integrating different products and services of the airline, from buying tickets to promoting tour packages and loyalty programs. The challenge was particularly complex because the platform had to coexist with the airline's institutional identity, maintaining its brand solidity while introducing a language closer to the new digital culture that was beginning to consolidate.
Solution
To address this transition, the Click & Vuela (Click & Fly) concept was developed, a communication strategy and digital experience designed to position the online environment as a natural extension of the airline's sales office. The proposal articulated an ecosystem that integrated the web portal, digital kiosks, and applications as access points to a complete offer of services: purchasing airline tickets, acquiring Gran Plan tour packages, and managing the Club Premier frequent flyer program. Over time, the system was expanded to incorporate the global network of the SkyTeam alliance. My responsibility was to lead the development and implementation of this strategy, ensuring that each digital touchpoint maintained coherence with the brand's identity and provided a clear and accessible experience for the user.
Results
The launch of the digital platform consolidated a new interaction channel between the airline and its customers, paving the way for the early adoption of e-commerce in the aviation industry in Mexico. The Click & Vuela strategy succeeded in positioning the digital environment as a reliable space to plan and purchase trips, integrating services that were previously scattered across different channels. Thanks to a consistent implementation aligned with the brand identity, the public launch phase was successfully carried out, establishing the foundation for the subsequent evolution of the airline's digital services and their integration with global initiatives within its alliance network.