Customers with Disabilities
If you have a disability that requires special attention before and during your flight, AeroMexico offers a number of services that may be of assistance. We will make sure that you have a comfortable and safe journey.
So that we may accommodate your needs, we ask that you inform our staff of your requirements before you travel. You can do this when you book your flight, when you purchase your ticket, or at the airport. If you are traveling on another airline, contact that airline directly to request assistance with your travel needs. Other policies and procedures may apply.
Disabled Access on Aeromexico Code Share Flights
Some of our flights are operated by our partner airlines and the services we currently provide may not be available on some routes. Check with our staff or your travel agent to see whether certain services are available.
Let us make your journey more comfortable.
While we understand that you may not feel comfortable disclosing too much information about the extent of your disability, the more information we have the better prepared we will be to meet your needs. Therefore, we ask that you contact us as early as possible if you require any of the following services:
- Onboard Medical Oxygen Must be requested 72 hours prior to international flight departures and 48 hours prior to departure for flights within Mexico.
- Onboard Stretcher Must be requested 72 hours prior to international flight departures and 48 hours prior to departure for flights within Mexico.
- Special Meals Only offered on certain flights and require a minimum of 24 hours advance notice.
Wheelchairs At the Airport
Available in each airport AeroMexico serves. Please make your request when you book your flight or purchase your ticket. On the day of your flight, please advise the check-in staff of your request so they can provide one to you as quickly as possible.
Your Own Wheelchair
If you wish to transport your own wheelchair or mobility assistive equipment, AeroMexico will stow it free of charge, regardless of the amount of baggage you are carrying. Both manual wheelchairs and electric wheelchairs powered by dry and non-leaking batteries are accepted. You must notify us of any electrical assistive device that is to be carried on board 48 hours prior to departure and when you check in (at least two hours before departure).
Wheelchair Check-In
In most of our airports, your wheelchair can be checked in at the check-in desk and/or at the boarding gate so that it can be stowed in one of the baggage compartments. If you have an electric wheelchair, please arrive at the check-in desk at least two hours prior to departure. Also provide our staff with as much information as possible when checking in your wheelchair so that we can be sure to handle it appropriately. You may carry pillows for your seat and a footrest.
Electric Wheelchairs
Check with a member of our staff to find out if the aircraft scheduled for your flight has a loading door large enough to accommodate your wheelchair. Our fleet can stow wheelchairs with the following maximum measurements:
- B737 - 0.33 m / 33 in
- B767 - 0.88 m / 35 in
- B777 - 0.88 m / 35 in
Batteries for wheelchairs or electrical devices will not be removed as long as the chair or device fits through the aircraft door. Batteries must be clearly marked as dry or non-leaking. Please make this information available to our agents. Batteries susceptible to leaking or that are broken or damaged will not be accepted.
Assistance at the Airport
We stand ready to assist you the moment you arrive at the airport.
Flight Information
Information screens are located in our airports. Our gate agents make announcements about flight departures, delays or cancellations, and the boarding process. Should you require any assistance, please notify our agents when you arrive at the gate and they will remain in contact with you.
Security Measures
Air travel regulations stipulate that all passengers must comply with security controls in order to be admitted to waiting and boarding areas.
Assistance During the Flight
Our crews are trained to assist passengers with disabilities appropriately and tactfully. Please feel comfortable explaining your special onboard needs to our flight attendants. They will be glad to do all they can to make your journey as pleasant as possible.
Safety Instructions
Our flight attendants will provide you with personal safety instructions to make sure you are appropriately informed about in-flight safety. These instructions may include a brief indication of where and when to disembark from the aircraft, as well as information on the most appropriate way to assist you should this be necessary.
Onboard Assistance
Our flight attendants can help you stow your carry-on baggage, remove it from the overhead compartments, and can help you carry any orthopedic devices you have stowed in the passenger cabin. If you require assistance with your meal, our attendants can help you with the plate and cutlery packaging, but not with eating. Our crew cannot assist you inside the bathroom.
Our Aircraft
If you are traveling in Economy Class, AeroMexico can try to accommodate you in an aisle seat with moveable armrests, making it easier for you to be seated. The number and types of seats with moveable armrests varies by aircraft type, so please check with a member of our staff to find out about their availability.
