Mexico is already one of the countries where users are increasingly opting for digital solutions to simplify air travel during high season, which also allows for reduced waiting times and advance reservations.
According to a Statista report, nearly 45% of Mexicans made online reservations in 2023, and the percentage of trips booked in June, July and August 2024 within the first seven days before check-in increased from 17% to 24% during the same period, according to RateHawk .
“ These data reflect how airlines and airports have an opportunity to use digital transformation to their advantage to optimize their operations and improve the user experience , which will increase their competitiveness globally ,” said Enrique Mendoza Arce, CEO of enITma.
He mentioned that artificial intelligence is part of the digital transformation in the airline industry and its use responds to the need of travelers to simplify and personalize their experience.
He explained that according to a global survey conducted by Expedia Group, 32% of Mexican travelers said they had used conversational AI for flight planning. Similarly, he points out that half of those surveyed would be willing to use AI to find a hotel or vacation rental, and 46% would use it to discover tourist activities.
He also said that the use of AI makes it easier for companies to optimize their internal operations, from predicting demand during peak seasons to efficient resource management, since data-based technologies help make informed decisions. This translates into a better ability to offer quality services and deal with demand peaks without compromising customer experience.
“ Digital transformation at airports also includes analysing real-time data on weather conditions, air traffic and aircraft availability, which makes it easier for airlines to dynamically adjust schedules. This reduces delays and improves punctuality, an essential aspect during peak season ,” he explained.
Likewise, he said that automation, which aims to perform tasks with little or no human intervention , has helped speed up long lines for check -in and baggage check-in.
For example, digital self-service kiosks allow travelers to check in their bags in a matter of minutes, eliminating the need to interact with an agent. Similarly, facial recognition boarding gates significantly reduce boarding time, streamlining the process and increasing customer satisfaction.
He also explained that airline mobile apps and websites have also evolved to offer much more personalized and intuitive experiences. From booking tickets to real-time flight updates, “these platforms have become an indispensable ally for modern travelers.”
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