Skip to content

Customers' Unmet Needs and Pains

Airlines in Mexico Current Pains Analysis

Customer Segments Affected
• B2C (passengers): leisure, VFR, individual business, trans-border travelers
• B2B (cargo shippers & freight forwarders)

Top Operational and Experience-Related Pains

# Current Pain Manifestation for B2C Manifestation for B2B Main Root Causes
1 Severe flight delays & poor on-time performance Missed connections, extra lodging costs, distrust of airlines Shipment lateness, contract penalties Slot congestion at Mexico City Intl. Airport (AICM); shortage of air-traffic controllers (≈–50 % staffing) [Mexico Lacks 500 Air Controllers]
2 Limited flight options & connectivity Few direct flights, inconvenient schedules, dispersed capacity across AICM–AIFA–TLC Scarce belly-hold space and freighter frequencies on key lanes Airport saturation; multi-airport system complexity; regulatory slot restrictions
3 Rising total trip cost & opaque ancillary fees Low base fare overshadowed by charges for bags, seat assignment, changes; fare volatility with fuel surcharges Higher per-kg rates, fuel & currency surcharges ULCC unbundling models [Earth Vagabonds; Mastercard Ancillaries]; global fuel price swings
4 Flight cancellations & reliability issues Last-minute cancellations, long re-accommodation times Re-routing cargo, spoilage risks for perishables Aircraft & parts shortages, MRO supply-chain disruptions
5 Confusing passenger journey in the Mexico City metro area Longer ground transfers, risk of airport mix-ups, extra cost — (cargo consolidated at specific terminals) Lack of integrated ground transport planning for AICM, AIFA, TLC
6 In-flight comfort sacrifices on ULCCs Tight seat pitch, no inflight entertainment/ Wi-Fi unless paid — Cost-optimization focus of ULCCs
7 Sustainability concerns & limited carbon-offset options Growing traveler demand for greener choices unmet Corporate shippers’ ESG targets not fully supported Limited sustainable-aviation-fuel (SAF) supply, nascent carbon programmes

Unmet Needs and Pains

The juxtaposition of skyrocketing demand (119 M+ passengers in 2024) with structural bottlenecks reveals eight broad unmet customer needs:

  1. Reliable Punctuality and Predictability
    • Need: Arrival/departure reliability within ±15 min; dependable MCT (minimum connection time).
    • Gap Evidence: Recurring ATC-related delays; AICM slot cap.
    • Opportunity: Invest in collaborative decision-making (A-CDM), AI-driven disruption management, controller recruitment & training partnerships.

  2. Expanded and Convenient Connectivity
    • Need: More nonstop routes, higher frequencies at preferred times, single-ticket interlining among domestic ULCCs and international partners.
    • Gap Evidence: Slot scarcity limits additional flights; passengers forced to self-connect or use distant airports.
    • Opportunity: Secondary-city network development, intermodal rail-air packages, alliances or interline agreements for ULCCs.

  3. Integrated Multi-Airport Experience for Mexico City
    • Need: Intuitive booking that auto-suggests optimal airport, unified signage, coordinated ground transport, baggage through-check between AICM–AIFA–TLC.
    • Gap Evidence: Confusion voiced on social media; extra transfers and hidden costs.
    • Opportunity: Joint airport app, shuttle networks, common-user self-service (CUSS) kiosks, cross-airport baggage trucking.

  4. Transparent, All-in Pricing & Flexible Bundles
    • Need: Clarity on total trip cost upfront, optionality without “gotchas,” easy bundle modification.
    • Gap Evidence: Negative sentiment toward ancillary fee “nickel-and-diming.”
    • Opportunity: Dynamic packaged fares, subscription models (e.g., annual bag pass), clear disclosure at search stage.

  5. Passenger-Centric Disruption Management
    • Need: Real-time rebooking, hotel & meal vouchers delivered digitally, proactive notifications in Spanish & English.
    • Gap Evidence: Stranded passengers during weather or mechanical events; manual queue processes.
    • Opportunity: Mobile self-service re-accommodation, automation via NDC/ONE order standards.

  6. Elevated Comfort & On-Board Experience at Low Cost
    • Need: Reasonable leg-room, Wi-Fi, power outlets, and healthy F&B choices even in ULCC cabins for a fee that feels fair.
    • Gap Evidence: Complaints about cramped seating; willingness to pay moderate upsell for comfort.
    • Opportunity: Slim-line but wider seats, tiered Wi-Fi packages, locally-sourced snacks.

  7. Reliable, End-to-End Cargo Solutions
    • Needs for Shippers:
    ‑ Guaranteed space during peaks
    ‑ Temperature-controlled capacity
    ‑ End-to-end tracking and customs brokerage integration
    • Gap Evidence: Late deliveries due to flight irregularities; capacity capped by same airport and ATC issues.
    • Opportunity: Priority cargo services, digital booking portals, AIFA cargo specialization with bonded logistics parks.

  8. Sustainability & ESG Alignment
    • Need: Credible carbon-offset or SAF purchase options at booking; emissions data for corporate reporting.
    • Gap Evidence: Limited SAF uptake; scarce offset products marketed.
    • Opportunity: SAF purchase add-on, green-lane cargo products, partnership with biofuel producers.

Matrix of Unmet Needs vs. Impacted Segments

Unmet Need Leisure / VFR Business Passengers Cargo Shippers Strategic Urgency*
Reliable punctuality ●●● ●●● ●●● High
Expanded connectivity ●●● ●●● ●● High
Multi-airport integration ●●● ●●● ● Medium
Transparent pricing ●●● ●● — Medium
Disruption management tools ●●● ●●● ●● High
Comfort upgrades ●● ●● — Low-Medium
End-to-end cargo reliability — — ●●● High
Sustainability options ●● ●●● ●● Medium

*Strategic Urgency combines pain intensity, frequency, and competitive differentiation potential.

Key Findings

# Key Insight Evidence Source(s) Implication
1 Delays and slot congestion at AICM are the single largest pain driver. Mexico Lacks 500 Air Controllers; Pasaje Aéreo Batió Récord; OAG capacity data Investments in ATC staffing & satellite airports are critical.
2 ULCC unbundling lowers fares but erodes satisfaction due to fee opacity. Earth Vagabonds; Mastercard Ancillaries; Forbes (Viva Aerobus gains) Designing transparent, flexible bundles can regain trust while protecting revenue.
3 Confusion over the three-airport system undermines Mexico City connectivity. Social listening threads; AICM/AIFA operational reports Need for integrated ground transport and digital way-finding.
4 Aircraft & parts shortages lead to cancellations, harming both passengers and shippers. Magnetic Group supply-chain update; ICF MRO trends Spare-parts pooling and proactive maintenance planning offer resiliency.
5 Record passenger growth (+119 M in 2024) is outpacing infrastructure upgrades. Bien Informado passenger statistics; Aviación 21 market share Demand-management and secondary-city networks are opportunities for growth without congestion.
6 Shippers demand reliable, temperature-controlled capacity and digital visibility, currently under-served. Trade.gov Aerospace guide; industry social listening Specialized cargo products at AIFA or regional hubs can capture value.
7 Sustainability expectations are rising but SAF/offset products are scarce in the Mexican market. Airline sustainability press; World’s Best Airlines rankings criteria Early movers in green offerings can differentiate with corporate clients.

References

  1. Mexico Lacks 500 Air Controllers, Nearly Half Its Workforce. https://mexicobusiness.news/aviation/mexico-lacks-500-air-controllers-nearly-half-its-workforce
  2. Pasaje aéreo batió récord en México durante 2024 - Bien Informado. https://bieninformado.com.mx/2024/02/08/pasaje-aereo-batio-record-en-mexico-durante-2024/
  3. North American Summer 2025 Schedules: Network and Capacity Changes – OAG. https://www.oag.com/blog/north-american-summer-2025-schedules
  4. Cheap Mexican airlines reviewed – Earth Vagabonds. https://earthvagabonds.com/cheap-mexican-airlines/
  5. Driving growth with airline ancillaries – Mastercard Data & Services. https://www.mastercard.com/news/perspectives/2023/driving-growth-with-airline-ancillaries/
  6. Viva Aerobus gana más pasajeros que Aeroméxico y Volaris en 2023 – Forbes México. https://www.forbes.com.mx/viva-aerobus-gana-mas-pasajeros-que-aeromexico-y-volaris-en-2023/
  7. U.S. Aviation Supply Chain Challenges: Parts Shortages, Rising Costs & Labor Resource Crunches – Magnetic Group. https://magneticgroup.co/insights/us-aviation-supply-chain-challenges/
  8. MRO Market Update and Industry Trends – ICF. https://www.icf.com/insights/transportation/aviation-mro-market-update
  9. Mexico – Aerospace – International Trade Administration. https://www.trade.gov/country-commercial-guides/mexico-aerospace
  10. World’s Best Airlines For 2025 – AirlineRatings. https://www.airlineratings.com/worlds-best-airlines-2025/