COVID-19

AEROMEXICO ACTIONS

May 2020

Your safetyis our top priority

1. NEW HEALTH AND SANITIZATION MANAGEMENT SYSTEM- INTERNAL TEAMS & CLIENTS

2. CUSTOMER EXPERIENCE

3. OPERATIONS

4. COMMUNICATIONS

HEALTH AND SANITIZATION MANAGEMENT SYSTEM

To ensure a standard of health protocols and clean-liness in all our operations, Aeromexico developeda Health & Hygiene Management System:

• Medical Advisory Committee with governmentexperts and epidemiologists.

• Ensure a standard of health and cleanliness in all our operations.

• Implemented during the entire passenger travel experience and also for all Grupo Aeroméxicointernal teams.

• Video (Spanish): https://www.youtube.com/watch?v=996jMFIDjEs

HEALTH AND SANITIZATION MANAGEMENT SYSTEM

• Home Office for 100% administrative staff, minimizing operations employees

• Sanitary filters in each of our corporate and operational facilities.

• Taking vital signs, temperature scan, and diagnostic evaluation in facilities, including airports.

• If any employee shows symptoms, we start a 14 days monitoring protocol.

• Gloves, hand sanitizer and face masks for airport teams and crews.

HEALTH AND SANITIZATION MANAGEMENT SYSTEM - Internal Teams

• 24/7 information and emotional support hotline

• Pre-flight medical evaluation for crews

HEALTH AND SANITIZATION MANAGEMENT SYSTEM - Internal Teams

• Clients wear face masks on all flights.

• Customer service staff wears face shields and face masks.

• Separate counters. Hand sanitizer on each, with one person per module.

• Hand sanitizer in all facilities.

• Single-line to maintain social distancing.

• Constant cleaning of kiosks and wheelchairs at airports.

• Maximum 10 people when boarding.

• Waiting of passengers on jet way and corridors is eliminated.

HEALTH AND SANITIZATION MANAGEMENT SYSTEM - Clients

HEALTH AND SANITIZATION MANAGEMENT SYSTEM - Clients

• Temperature scan in 100% of domestic and international stations.

• In case of symptoms, notifying health authorities.

• Compliance with all passengers’ questionnaires mandatory by authorities.

• Close coordination with International Health, Epidemiology Unit, National Intelligence Center and airport authorities.

• Closing of Salones Premier.

Identification Protocols at Airports:

• Snacks and beverages in individual packages.

• Crews during service wear gloves, face shields and face masks.

• Bar and coffee services, ice and glasses are suspended in both cabins.

• Onboard items (headphones) sealed and sanitized.

• Elimination of small pillow without a bag on all routes for all routes.

• Hand sanitizer is available onboard. Individual samples are provided to each client for international flights.

HEALTH AND SANITIZATION MANAGEMENT SYSTEM - Clients

Onboard Services:

HEALTH AND SANITIZATION MANAGEMENT SYSTEM - Clients

• Relocation of passengers close to clients with symptoms.

• N95 mask for identified customer.

• Exclusive toilet for client.

• Captain advises land control so that health authorities can apply protocol uponarrival.

• Notification to health authorities with a list of sitting around passengers.

• Crews in contact with an infected client remain 14 days at home or until the testsare negative.

Onboard Identification Protocols in case of a suspected Covid-19 infection:

CUSTOMER EXPERIENCE

• Flexibility waivers: https://www.aeromexico.com/en-us/actions-covid19

• Charges waived for change of date or no show.

• A new system was enabled so passengers can manage their trips online (have control of your flight): https://www.aeromexico.com/en-us/manage-your-booking

• Reinforcement of the Call Center with more than 100 volunteers from different AM areas.

CUSTOMER EXPERIENCE

OPERATIONS

OPERATIONS – On board cleaning

• 100% sanitization / deep clean of our fleet.

• Aeromexico’s aircrafts carry the HEPA filtration system, which eliminates 99.9% of micro particles, bacteria and viruses.

• Cleaning Measures Video: https://www.youtube.com/watch?v=2tPrtIWDW3k

• Protective gear for internal teams working in Customs warehouses.

• Constant cleaning and sanitization of all controlled warehouses and AM Cargo.

.• Sanitary check point with temperature scan at

the entrance of each shift.

• Hand sanitizer and breaks for handwashing, for all employees, including security suppliers.

OPERATIONS – AM Cargo

• Exclusive cargo charter flights.

• More than 90 flights to transport medical supplies to 10 countries.

• More than 1,400 tons transported.

• Support for the Mexican Government to transport medical equipment from China (zero profits).• 12 flights performed.• More than 123 tons.• 1,230 m3.

• Free support for the Mexican Red Cross and the Mexican Institute of Social Security (IMSS) to ship medical equipment to 21 cities.

• Special repatriation flights for more than 1,200 Mexicans and more than 2,200 foreigners.

OPERATIONS - Flying with Responsibility

COMMUNICATIONS

COMMUNICATIONS - External

• Travel Agencies website: https://vuela.aeromexico.com/agencyinfo/

• Customized communication with clients through chatbot and mailing.

• Microsite with information on flexibility waivers, preventive measures, countries’ restrictions, network adjustments, a.o.:

• https://www.aeromexico.com/en-us/actions-covid19

• Landing page with all our health and sanitization measures:

• https://www.aeromexico.com/en-us/health-and-sanitization-measures

• Press releases & social media content.

• Video to inform our cleaning measures: https://www.youtube.com/watch?v=2tPrtIWDW3k

Together we keep flying