In 2021, we renewed our IOSA Certificate (IATA Operational Safety Audit) until 2023
Our operational safety department mainly focuses on the prevention and mitigation of different risks identified, follow-up and monitoring of unstable approaches, events that could induce loss of control in-flight and runway excursions, as well as human errors and injuries in the cabin.
In 2021, the harmonized accident rate (per million sectors) was zero
In 2021, we continued to implement our biosecurity protocol, which we made mandatory in 2020 to address the COVID-19 pandemic and ensure the protection of our customers against possible contagion on-board our aircraft.
By the end of last year, 24.4 million passengers were transported under this biosecurity protocol and other mitigation actions were implemented, including:
- Aircraft sanitization
- Mandatory use of protective equipment for our traffic officers and crews
- Mandatory use of face masks for all customers
- Training in COVID-19 prevention protocols for all our personnel
- Signage and adequacy of facilities to ensure a healthy distance
- Mandatory (free of charge) weekly COVID-19 screening for our Ambassadors
- Vaccination programs for our Ambassadors
We seek to provide the highest standards of customer service to meet our customers’ expectations and satisfy their travel needs, which will enable us to retain our passengers through their affinity at the same time we attract new ones.
To provide our customers the best service and experience at all stages of their trip, we ensure that our Ambassadors go through rigorous hiring processes and we provide additional training for them.
We are aware of our diverse customer profiles and their need for a customized experience. We make it easy for our customers to communicate with the Company to purchase services, make changes to their reservations, or solve problems that arise during their travel experience. We are proud of being accessible and maintaining a strong presence on social media networks, such as Facebook, Twitter, Instagram, WhatsApp, and YouTube.
Privacy and data protection
As a fundamental part of our customer’s satisfaction, we seek to protect our customer’s privacy and personal data, in order to maintain the trust and loyalty of our customers, as well as our good reputation, and avoid any fines related to any violation of this right.
We believe that, during 2021, we did not have cases related to losses and leaks of our customers’ personal data. We take preventive response and virus recovery actions to reduce the risk of cyber incidents and protect our information technology and networks, but there is always a risk that we may suffer a major cyber-attack that we are unable to repel.