Aeromexico Soars with New Relic Observability

Aeromexico, a leading airline in Latin America, connects passengers to over 1,000 destinations across 177 countries. Committed to delivering a first-class experience, Aeromexico relies on its digital channels—website, mobile app, and airport kiosks—for over 40% of customer interactions, including ticket purchases. These channels are not only vital for operations but also for gathering insights into service performance and customer behavior, which drive strategic decisions.

However, Aeromexico faced challenges in ensuring the availability and comprehensive monitoring of its distributed infrastructure. Siloed data made it difficult to gain a holistic view of the tech stack and extract actionable insights. To overcome these hurdles, Aeromexico consolidated its data in the cloud, supported by Rackspace, and implemented New Relic for full-stack observability.

With New Relic, Aeromexico now monitors the health of all servers in real time, identifies failing technological components, and maximizes the benefits of the cloud. New Relic's application performance monitoring (APM) provides real-time insights into applications, enabling teams to resolve performance issues proactively. Configured alerts based on business rules ensure that teams can quickly address abnormal behavior, improving system reliability and customer experience.

Furthermore, New Relic's browser functionality allows Aeromexico to analyze commercial channels and optimize components that could slow down loading times, ensuring a seamless user experience. The airline leverages intelligent dashboards to track application performance and digital flows, gaining insights into passenger behavior and enabling proactive adjustments to exceed customer expectations.

Value Results:

• Enhanced Observability: Gained a centralized, real-time view of their entire tech stack.

• Improved Customer Experience: Optimized digital channels for faster loading times and seamless user interactions.

• Proactive Issue Resolution: Resolved performance issues before they impacted users through real-time insights and alerts.

• Data-Driven Decision Making: Made informed decisions based on trends and insights into passenger behavior.