eglue Helps Mexicana Airlines Improve Customer Experience and Generate Additional Revenue

eglue InterActTM Solution Calculates Excess Baggage Fees in Real Time, Reducing
Processing Time at Check-in, While Maximizing Excess Baggage Income
HOBOKEN, N.J. & MEXICO CITY--(Business Wire)--
eglue, a global software provider that maximizes the return on every customer
interaction, and Mexicana Airlines, Mexico`s primary international air carrier
that transported over 11.7 million customers in 2008, today announced the
successful deployment of a solution based on the eglue InterAct Suite that helps
the airline generate additional revenue during customer interactions at airport
check-in, while making the overall customer experience more efficient and
positive. The solution is now installed at eight airports in Mexico and
Guatemala, with plans to implement it at 1,100 Mexicana check-in positions in
more than 25 airports in Mexico and other countries.

eglue InterAct is at the heart of Mexicana`s new Baggage Manager solution, which
calculates excess baggage fees in real time and automates the billing and
collection process at airport check-in with a `one-stop shop` approach. The
Baggage Manager has helped reduce check-in time from 15 minutes in some cases to
two minutes for customers who have excess baggage, significantly improving the
customer experience. The airline has also seen a 10-15 percent increase in its
excess baggage fees collection.

"These are difficult times for the airline industry, and it was important for us
to find a way to increase ancillary income and improve the overall airport
check-in experience for our passengers," said Manuel Borja Chico, Mexicana
Airlines CEO. "The eglue solution has allowed us to meet those goals, and
introduce a process for excess baggage fees collection that is quick, simple,
standardized and transparent to our customers. In addition, the Baggage Manager
gives us the flexibility to modify policy based on market conditions, and
enables us to collect fees in previously unfeasible situations, such as late
check-in."

Calculating excess baggage fees is a complicated process. The Baggage Manager
solution based on eglue InterAct accommodates hundreds of business rules that
take into account factors such as the destination, ticket class, size of the
travelling party and the actual baggage weight. The solution has replaced
complex, error-prone manual data entry and fee computation processes that
required passengers to stand in as many as three different lines, with an
automated, real-time calculation. As a result, agents are freed to focus on
customers, while customers enjoy a more efficient transaction and a more
positive overall experience.

The eglue solution was implemented by IZO System Mexico, a fully-owned
subsidiary of IZO System, a leader in Customer Experience Management consultancy
and systems integration for the Spanish and Portuguese-speaking markets. IZO is
focused on helping large companies design the right strategy to address
real-time customer interactions and long term relationships with their
customers.

"We have enjoyed a long-standing partnership with eglue and have completed a
number of successful projects," said Juan Carlos Fouz, CEO of IZO System. "Once
again eglue has proven that its technology has the agility to connect to and
interact with any existing system or application. As a result, we were able to
design a complete, "A to Z" solution for Mexicana and deploy it quickly and
easily."

"We are proud to have delivered great results for Mexicana, showing a meaningful
return on investment - or ROI - in a short period of time," said Dror Pockard,
CEO of eglue. "It`s very important for airlines to maximize revenue from excess
baggage in a way that helps to retain customers and improve their overall
experience, and eglue addresses that issue very successfully. We look forward to
expanding the eglue solution to other airports and other areas in Mexicana."

About eglue

eglue is a global provider of unique solutions that maximize the return on every
customer interaction. The eglue solution impacts the bottom and top lines in the
contact center by reducing operational expenses, generating new revenue and
retaining customers, all in real time. eglue increases business and IT agility,
and ensures a quick ROI.

Founded in 2001, eglue is headquartered in Hoboken, NJ, with offices in the UK
and Israel. eglue is a privately-held company, catering to Fortune 500 companies
worldwide. eglue is backed by leading international VCs and private investors
such as Giza, Cedar, Evergreen and Plenus Venture Lending. More information on
eglue can be found at www.eglue.com.

About Mexicana

Innovation is synonymous with evolution, as Mexicana has demonstrated in its
response to changing market and industry conditions. The airline`s new image and
corporate culture are geared toward more efficient, accessible and flexible
services, while preserving its essence and time-honored tradition. The result is
a unique travel experience that differentiates the carrier from its competitors.
Currently deemed the number one brand in its category, Mexicana has almost 90
years` experience on the aviation market, during which time it has built a solid
reputation, and earned the trust and loyalty of its passengers. Mexicana is
Mexico`s number one airline and a leader on the Mexico-US market in terms of
passenger volumes. In 2008, the carrier transported over 11.7 million
passengers, flying to some 50 destinations in Mexico, Central, South and North
America, and, more recently, Europe. Its fleet is comprised of 63 aircraft -26
Airbus A320s, 21 A319s, ten A318s, two A330, two Boeing 767-200s and two
767-300s- which make some 300 take-offs and landings every day. In addition to
boasting the best maintenance base in Latin America, Mexicana has won several
major industry awards and certifications, including World Travel Awards in more
than one category and certification as a Socially Responsible Company. Its
subsidiary, MexicanaClick, serves 31 destinations and has a fleet equipped with
state-of-the-art technology. www.mexicana.com

About IZO System

IZO System is a global customer experience consultancy firm that helps
organizations to build strong and lasting relationships with their customers and
employees by creating differentiated experience and transforming organizational
processes. With 10 years of experience in the Spanish speaking markets, IZO is
the leader and pioneer in professional services and technologies to improve the
customer experience in any touch point. IZO System works with 12 companies of
the Spanish Index (IBEX35) as well as top companies in Spain, Portugal and Latin
America. More information on IZO can be found at www.izo.es

PR for eglue
Dusya Broytman, +1-201-707-2334
dusya.broytman@eglue.com
or
Mexicana
Theresa Bravo, Public Relations & Customer Service Manager USA and Canada,
310-258-0395
email: theresa.bravo@mexicana.com.mx
or
IZO
Isidoro Porquicho, Marketing Director, 34 91 805 94 00
isidoro.porquicho@izo.es

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