Background on Mexicana de Aviación
Mexicana de Aviación, the State Airline of Mexico, is in the process of selecting a company to manage its Integral Call Center service for ticket sales and customer support. The chosen firm will provide information on flight schedules, costs, and guidance to clients, among other activities, throughout the year.
Participants in the Selection Process
Callcom, Konibit México, and TyT Logística y Servicios are the three companies participating in this competitive bidding process. The decision is expected to be announced next Friday.
Service Details
The selected company will offer 24/7 (twenty-four hours a day, seven days a week) remote services with the goal of maintaining a harmonious relationship with customers. The successful bidder will be responsible for training 31 call center agents, with a 35-hour training program in their facilities before starting ticket sales operations.
Funding for the Process
The contract resulting from this procedure will cover the 2025 fiscal year. Mexicana de Aviación will secure the necessary funds from the Fideicomiso de Administración y Pago 108697, as per the technical report “Adquisiciones, arrendamientos y servicios, necesarios para la vida y operación de la Aerolínea del Estado Mexicano SA de CV” dated March 27, 2025. The sufficiency letter AEM/FNZAS/PPTO/2090, dated May 7, 2025, supports this allocation.
Current Customer Support
Currently, Mexicana de Aviación offers a telephone line for customer support, which they promote on their social media platforms. Their message reads: “Do you have doubts about your flight, fares, or luggage? Our call center is ready to help you (5563942262). Personalized and close attention.”
Upcoming Services
The contracted services will commence in the second half of the year when Mexico receives its first new aircraft from Brazilian manufacturer Embraer. Embraer is actively promoting Mexicana de Aviación as the first operator of the E2 model in Mexico, highlighting its unique features such as no middle seat, cost-effective economy, reduced emissions, and ultra-quiet operation.
The Ideal Candidate
To ensure high-quality service for users, Mexicana de Aviación emphasized that the winning bidder must have:
- Proven experience operating exclusively with commercial airlines;
- Familiarity with specialized reservation and ticket sales systems (PSS – Passenger Service System);
- Expertise in handling complex operations.
Key Questions and Answers
- Who is Mexicana de Aviación? Mexicana de Aviación is the State Airline of Mexico, currently in the process of selecting a company to manage its Integral Call Center service.
- Why is this relevant? This decision will directly impact the quality of customer support and ticket sales services provided by Mexicana de Aviación.
- Who are the companies competing for the contract? Callcom, Konibit México, and TyT Logística y Servicios are the three companies participating in this competitive bidding process.
- What services will the chosen company provide? The successful bidder will offer 24/7 customer support, including information on flight schedules, costs, and guidance to clients.
- How will the contract be funded? The contract will be financed by the Fideicomiso de Administración y Pago 108697, as per the technical report from March 27, 2025.
- When will the services commence? The contracted services will begin when Mexico receives its first new aircraft from Embraer, expected in the second half of the year.
- What qualifications is Mexicana de Aviación looking for in the ideal candidate? The airline seeks a company with proven experience in commercial aviation, familiarity with specialized reservation systems, and expertise in managing complex operations.
