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COVID-19
AEROMEXICO ACTIONS
May 2020
Your safetyis our top priority
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1. NEW HEALTH AND SANITIZATION MANAGEMENT SYSTEM- INTERNAL TEAMS & CLIENTS
2. CUSTOMER EXPERIENCE
3. OPERATIONS
4. COMMUNICATIONS
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HEALTH AND SANITIZATION MANAGEMENT SYSTEM
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To ensure a standard of health protocols and clean-liness in all our operations, Aeromexico developeda Health & Hygiene Management System:
• Medical Advisory Committee with governmentexperts and epidemiologists.
• Ensure a standard of health and cleanliness in all our operations.
• Implemented during the entire passenger travel experience and also for all Grupo Aeroméxicointernal teams.
• Video (Spanish): https://www.youtube.com/watch?v=996jMFIDjEs
HEALTH AND SANITIZATION MANAGEMENT SYSTEM
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• Home Office for 100% administrative staff, minimizing operations employees
• Sanitary filters in each of our corporate and operational facilities.
• Taking vital signs, temperature scan, and diagnostic evaluation in facilities, including airports.
• If any employee shows symptoms, we start a 14 days monitoring protocol.
• Gloves, hand sanitizer and face masks for airport teams and crews.
HEALTH AND SANITIZATION MANAGEMENT SYSTEM - Internal Teams
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• 24/7 information and emotional support hotline
• Pre-flight medical evaluation for crews
HEALTH AND SANITIZATION MANAGEMENT SYSTEM - Internal Teams
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• Clients wear face masks on all flights.
• Customer service staff wears face shields and face masks.
• Separate counters. Hand sanitizer on each, with one person per module.
• Hand sanitizer in all facilities.
• Single-line to maintain social distancing.
• Constant cleaning of kiosks and wheelchairs at airports.
• Maximum 10 people when boarding.
• Waiting of passengers on jet way and corridors is eliminated.
HEALTH AND SANITIZATION MANAGEMENT SYSTEM - Clients
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HEALTH AND SANITIZATION MANAGEMENT SYSTEM - Clients
• Temperature scan in 100% of domestic and international stations.
• In case of symptoms, notifying health authorities.
• Compliance with all passengers’ questionnaires mandatory by authorities.
• Close coordination with International Health, Epidemiology Unit, National Intelligence Center and airport authorities.
• Closing of Salones Premier.
Identification Protocols at Airports:
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• Snacks and beverages in individual packages.
• Crews during service wear gloves, face shields and face masks.
• Bar and coffee services, ice and glasses are suspended in both cabins.
• Onboard items (headphones) sealed and sanitized.
• Elimination of small pillow without a bag on all routes for all routes.
• Hand sanitizer is available onboard. Individual samples are provided to each client for international flights.
HEALTH AND SANITIZATION MANAGEMENT SYSTEM - Clients
Onboard Services:
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HEALTH AND SANITIZATION MANAGEMENT SYSTEM - Clients
• Relocation of passengers close to clients with symptoms.
• N95 mask for identified customer.
• Exclusive toilet for client.
• Captain advises land control so that health authorities can apply protocol uponarrival.
• Notification to health authorities with a list of sitting around passengers.
• Crews in contact with an infected client remain 14 days at home or until the testsare negative.
Onboard Identification Protocols in case of a suspected Covid-19 infection:
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CUSTOMER EXPERIENCE
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• Flexibility waivers: https://www.aeromexico.com/en-us/actions-covid19
• Charges waived for change of date or no show.
• A new system was enabled so passengers can manage their trips online (have control of your flight): https://www.aeromexico.com/en-us/manage-your-booking
• Reinforcement of the Call Center with more than 100 volunteers from different AM areas.
CUSTOMER EXPERIENCE
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OPERATIONS
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OPERATIONS – On board cleaning
• 100% sanitization / deep clean of our fleet.
• Aeromexico’s aircrafts carry the HEPA filtration system, which eliminates 99.9% of micro particles, bacteria and viruses.
• Cleaning Measures Video: https://www.youtube.com/watch?v=2tPrtIWDW3k
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• Protective gear for internal teams working in Customs warehouses.
• Constant cleaning and sanitization of all controlled warehouses and AM Cargo.
.• Sanitary check point with temperature scan at
the entrance of each shift.
• Hand sanitizer and breaks for handwashing, for all employees, including security suppliers.
OPERATIONS – AM Cargo
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• Exclusive cargo charter flights.
• More than 90 flights to transport medical supplies to 10 countries.
• More than 1,400 tons transported.
• Support for the Mexican Government to transport medical equipment from China (zero profits).• 12 flights performed.• More than 123 tons.• 1,230 m3.
• Free support for the Mexican Red Cross and the Mexican Institute of Social Security (IMSS) to ship medical equipment to 21 cities.
• Special repatriation flights for more than 1,200 Mexicans and more than 2,200 foreigners.
OPERATIONS - Flying with Responsibility
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COMMUNICATIONS
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COMMUNICATIONS - External
• Travel Agencies website: https://vuela.aeromexico.com/agencyinfo/
• Customized communication with clients through chatbot and mailing.
• Microsite with information on flexibility waivers, preventive measures, countries’ restrictions, network adjustments, a.o.:
• https://www.aeromexico.com/en-us/actions-covid19
• Landing page with all our health and sanitization measures:
• https://www.aeromexico.com/en-us/health-and-sanitization-measures
• Press releases & social media content.
• Video to inform our cleaning measures: https://www.youtube.com/watch?v=2tPrtIWDW3k
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Together we keep flying