Aeroméxico Modernizes Its Refund Process with Latitude: Faster, Simpler, and More Efficient
Aeroméxico has taken a significant step to enhance its customer service by partnering with Brightwell, a leader in technological solutions for international payments. The goal: to revolutionize the refund and compensation process through Latitude, Brightwell’s digital tool designed to reduce operational costs and elevate passenger satisfaction.
Latitude: Frictionless Refunds
Latitude enables Aeroméxico customers to receive a personalized, airline-branded link, allowing them to access their refunds or compensations quickly, securely, and using their preferred payment method. This advancement aligns with the U.S. Department of Transportation’s requirements for fast and hassle-free refund processes.
Direct Impact on Operations and Customer Trust
With operations across 93 destinations in Mexico, the Americas, Europe, and Asia, Aeroméxico chose Latitude due to Brightwell’s proven expertise in handling complex global payments. This implementation helps the airline minimize the workload on its customer service teams while speeding up payments and reducing the risk of chargebacks.
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“Aeroméxico is committed to delivering an extraordinary experience from booking to arrival,” said Emilio Ramos Ruiz, the airline’s Vice President of Treasury. “Brightwell supports this goal by providing accessible refunds for both agents and passengers, regardless of country or currency. The fully personalized experience strengthens traveler confidence, even in unforeseen circumstances.”
A Tool Designed for the Modern Traveler
Launched in 2024, Latitude is tailored for businesses seeking to streamline financial processes and enhance customer relationships. For Aeroméxico, this digital tool enables more efficient and proactive service, fostering loyalty and creating opportunities for future bookings.
“Aeroméxico’s decision to implement Latitude highlights how essential fast, frictionless refunds have become in the travel industry,” stated Larry Hipp, CEO of Brightwell. “Removing cross-border payment barriers and offering a fully personalized experience transforms a cumbersome process into a key service moment that reinforces passenger loyalty.”
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