Aviation Security and Safety
We place aviation security and safety as the highest priority throughout all our operations. Volaris utilizes an Integrated Management System based on ISO 9001 and the IATA Operational Safety Audit (IOSA) Standards Manual.
The system includes the following subsystems:
• Quality Management System (QMS).
• Operational Safety Management System (SMS).
• Security Management System48 (SeMS).
Aviation Security
We have standardized aviation security processes to allow security personnel to screen our passengers and Ambassadors efficiently and to comply with regulations and protocols.
In addition, our operational Ambassadors are trained to take an active role in identifying, reducing, and eliminating risks related to aviation security threats.
We also address issues such as national and international human rights, customer service, baggage and passenger screening, security event reporting, and confidentiality of sensitive information.
These processes cover the following
activities: |
Passengers’ acceptance during check-in processes.
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Screening and inspection of passengers and their personnel belongings.
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Application of alcohol and drug test for crew members and technical personnel.
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Monitoring threats and acts of illicit interference within the air industry and Volaris’ competitive scope.
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Surveillance, inspection and sealing of aircraft during ground operations.
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Screening, surveillance and handling of potentially illicit materials in cargo.
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Locked Phase II security cockpit doors during all flight phases.
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Managing contingencies and emergency responses.
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Safety
At Volaris, our top priority is safety to ensure the well-being of our customers and Ambassadors at all stages of the flight. To reach this main objective, we have a Safety Management System (SMS) that complies with the ICAO, IATA regulatory frameworks, and national and international regulations.
The SMS enables us to proactively identify and mitigate hazards and safety risks, using advanced methods to evaluate and address the root causes of aviation incidents and accidents.
Our safety department focuses on proactively preventing and monitoring the following cases:
Unstable approaches
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Loss of control in flight
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Runway safety, including runway excursions and incursions
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Mid-air collision
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Controlled flight into terrain
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Other safety events that are not necessarily confined to the cockpit are also reviewed, such as:
Inadvertent slide deployment.
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Cabin injuries (turbulence is regarded as the leading cause of injuries aboard aircraft in incidents).
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Safety Regulatory Compliance and Certifications
In 2023, we complied with all applicable safety regulations and maintained several certifications across our operations:
- The Mexican Civil Aviation
Law establishes that airlines
must implement measures to
ensure the safety of operations
and, therefore, of customers
and crews.
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- Compliance with Mexican Official
Standard NOM-064-SCT3-2012,
which establishes the
specifications to be met by
the SMS.
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- IOSA Certification (2023-2025).
IATA carried out our first RiskBased IOSA audit, in April 2023.
- SMS Certificate (since 2015).
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Volaris Costa Rica |
Volaris El Salvador |
- IOSA Certification (2023-2025).
- SMS Certificate (since 2019).
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- First IOSA Certification in 2023,
valid until November 2025.
- SMS Certificate (since 2022).
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In 2023, our harmonized accident rate (per million sectors) was zero and we did not have passenger fatalities* attributable to the Company’s operations.
*A passenger fatality is one that happens as a direct result of the Company’s operations. It excludes idle related events (i.e., a fatality during a trip through no fault of the company) and non-passenger fatalities (e.g., employees, contractors, non passenger civilians)
![](http://ir.volaris.com/wp-content/uploads/sites/871/2022/07/MicrosoftTeams-image-300x151.png)
In 2023 we continued to be a member of the Flight Safety Foundation, which provides independent and expert safety guidance and resources to the aviation and aerospace industry.
Volaris was named one of the Top 20 Safest Low-Cost Airlines by AirlineRatings. com, which examined factors like results of ICAO audits, incidents and accident records, fleet age and more, thanks to our unwavering commitment to safety.
Cybersecurity, Data Protection and Customer Privacy
By promoting the integrity of our information systems and safeguarding customers’ personal information, we uphold our corporate reputation, maintain customer trust and comply with the applicable regulations for data protection violations.
Volaris is committed to continuously enhancing data protection and customer privacy through various initiatives. We regularly review applicable data protection and privacy regulations and assess our tools and technological advancements to strengthen and update our internal processes and policies. This promotes compliance with regulations and enables us to effectively address customer requests for access, rectification, cancellation and opposition of the processing of their personal data.
Cybersecurity and Data Protection
At Volaris, we take specific actions to enhance our cybersecurity maturity. Some of the key actions we undertake include, among others:
• Utilization of servers, databases and networks. We utilize servers, databases and networks to manage sensitive information, prevent unauthorized access, data interception and cyber-attacks, as well as implement access control measures. We align our practices to the ISO 27001:2013 standard and to the NIST cybersecurity framework.
• Conduct third-party vulnerability analysis. We periodically conduct third-party vulnerability analysis, including simulated hacker attacks, to have specialized knowledge and experience in identifying vulnerabilities and mitigating risks.
• Conduct phishing simulations. We conduct regular phishing simulations to strengthen preventive controls, protect identities and detect cyberattacks.
• Implement incident response. We utilize playbooks to standardized responses to cybersecurity incidents as they occur.
• Provide training. We provide annual training for all Ambassadors on cybersecurity, privacy and personal data protection. In 2023, more than 98% of our Ambassadors received training in both personal data protection and cybersecurity.
Custumer Privacy
We further strengthened our customer privacy strategy by identifying, analyzing and addressing emerging risks, considering current trends, new regulations and Volaris’ expansion into new markets. Our goal is to enhance existing controls and implement additional measures as needed to mitigate identified risks related to personal data.
In 2023, we incorporated liability and data protection clauses in new contracts with suppliers that handle personal data to comply with data protection regulations and to mitigate potential risks associated with the mishandling or unauthorized access of sensitive information.
The information we collect from our customers will be used in accordance with our Privacy Notice and Privacy Policy. Customers have the option to control how their personal data is collected, used, retained and processed. We guarantee our customers the right to access, rectify, cancel and oppose the processing of their personal data. Volaris retains customer data in accordance with the applicable regulations.
During 2023, we did not identify material breaches or leaks of our customers’ data.
Our Commitment to Ethical Marketing and Advertising
At Volaris, we believe that having a clear commitment to upholding ethical marketing standards is essential for fostering trust and loyalty with our customers.
We provide our customers with balanced and accurate information, including fair and truthful descriptions of our products and services, based on the tenets of legality. This approach extends to all our communications – including our social and environmental impact – prioritizing clarity of messages, appropriate language usage and well-supported information.
Furthermore, we promote fair competition and prioritize respect, inclusion and integrity in the use of images and messages to protect our customers, communities and stakeholders’ interests.