Company: CTTRF
Filing Date: 2025-04-30
Form Type: 20-F
Source: 0001292814-25-001765
Chunk: 99

Company: Controladora Vuela Compania de Aviacion, S.A.B. de C.V.
Filing Date: 2025-04-30
Form: 20-F
Item: Item 4
Chunk 99
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money and reliable, on-time performance. We believe that our low fares initially attract customers, and our service strengthens customer
loyalty and enhances our brand recognition through word-of-mouth as our customers tell others about their experience.

We hire employees who we believe will treat customers in a courteous
and friendly manner and emphasize customer service during their training and as part of our company culture. We call our employees ambassadors.
We also focus on other details that can improve the travel experience, including on-line check-in, seat assignment options, e-ticket travel,
single-class seating, and modern aircraft. We provide personalized in-cabin support for customers who need it and the option of special
assistance for unaccompanied minors and seniors. We believe our customer relationship management has been a key element of our success.

We are committed to compensating our employees based on their
performance and rewarding them for their contribution to our success instead of seniority. We base part of our employee compensation on
customer service, which is measured through a net promoter score obtained from customer interviews. In 2024, we conducted Net Promoter
Score (NPS) surveys during the year with an average of 43,196 monthly responses; as we expand our operations, this number is likely to
increase.

We understand that efficient and punctual operations are important
to our customers, and we intend to continue to excel in operational performance. The following table sets forth certain performance-related
customer service measures for the years ended 2022, 2023, and 2024:

                                2022       2023       2024  
 ────────────────────────────────────────────────────────────
  On-time performance (1)      71.2%      76.9%      83.6%  
  Schedule completion (2)      99.2%      99.1%      99.2%  
  Mishandled baggage (3)         0.7        0.7        0.7  

  (1)      Percentage of our scheduled flights that were operated by us and that arrived on time (within 15 minutes  

  (2)      Percentage of our scheduled flights that were operated by us, whether or not delayed ( i.e., not  

  (3)      Our incidence of delayed, mishandled or lost baggage per 1,000 passengers.  

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  Table of Contents  

Competition

The airline industry is highly competitive. The principal
competitive factors in