The solution is now installed at eight airports in Mexico and Guatemala, with plans to implement it at 1,100 Mexicana check-in positions in more than 25 airports in Mexico and other countries.
eglue InterAct is at the heart of Mexicana’s new Baggage Manager solution, which calculates excess baggage fees in real time and automates the billing and collection process at airport check-in with a ‘one-stop shop’ approach.
The Baggage Manager has helped reduce check-in time from 15 minutes in some cases, to two minutes for customers who have excess baggage, significantly improving the customer experience. The airline has also seen a 10-15% increase in its excess baggage fees collection.
Calculating excess baggage fees is a complicated process. The Baggage Manager solution based on eglue InterAct accommodates hundreds of business rules that take into account factors such as the destination, ticket class, size of the traveling party, and the actual baggage weight.
The solution has replaced complex, error-prone manual data entry and fee computation processes that required passengers to stand in as many as three different lines, with an automated, real-time calculation. As a result, agents are freed to focus on customers, while customers undergo a more efficient transaction and a more positive overall experience.
The eglue solution was implemented by IZO System Mexico, a fully-owned subsidiary of IZO System, a leader in Customer Experience Management consultancy and systems integration for the Spanish and Portuguese-speaking markets.
