Passengers with disabilities
Air Carrier Access Act
C-75, US Dept of Transportation
1200 New Jersey Ave., SE.
West Building, Room W96-432
Washington, DC 20590
To our customers with disabilities or special needs
Because there are many disabilities that are not visible, we depend on the information that you provide us to give you the best service based on your needs. To avoid making you uncomfortable with questions regarding your disability, we would like you to inform us which services you need to make your trip a pleasant one. Except for a few cases of special assistance (*), our services for customers with disabilities are free of charge. You can contact our Reservations Call Center to inquire about the services we offer at an additional cost: 5133-4000 in the metropolitan area of Mexico City, and 01-800-021-4000 from any state in Mexico—go to option 3 in our menu in both choices. To contact us from anywhere around the world, dial 00 +52 (55) 5133-4000, and choose option 3.
(Services such as on board therapeutic oxygen, oxygen concentrator, gurney, incubator, etc., may have additional charges depending on the equipment or space required and the itinerary).
As a global and modern airline, Aeromexico offers its customers with disabilities several services that go far beyond what you would expect. Give us the chance to make your trip a comfortable experience.
We are aware that you will probably require special services upon your arrival at the airport, and we do our best to offer them to you. Continue reading to find out more about our services so that you can request them in time.
Services for Passengers with Disabilities
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Note: Please consider this only as a guide. Services are under the responsibility of the airport administration and services may vary.
The following services must be requested in advance:
Supplementary oxygen during a flight, whether supplied by Aeromexico (additional charges for this service) or with a portable oxygen concentrator.
Gurneys (specific airfare for this service).
Crib (available only in certain aircrafts).
The following are services that do not have to be requested in advance. However, should you need them, we would appreciate that you request them as soon as possible so that we can provide you the best service.
Children over 5 traveling alone.
Wheelchair service. We offer three types of wheelchairs: one to go from the counter area to the gate; one to take you to and from your seat in the aircraft; and one to move easily inside the aircraft (applicable only in Embraer 190 and Boeing 737/767/777 aircrafts).
Travel with pets. Dogs, cats and fowl are permitted and they must be checked in the load compartment.
Certified, professionally trained service animals which assist customers with disabilities. In some cases, a certificate stating that the animal is trained to assist the customer with disabilities may be requested. These animals can travel on board next to the customer with disabilities. According to applicable Health and Aviation regulations, transportation of animals in the passenger cabin is only allowed for guide dogs and some service animals accompanying customers with disabilities. Animals that may pose a threat to the health or safety of the passengers and crew are not permitted, such as reptiles, ferrets, spiders, rodents, ponies, pigs and/or monkeys that because of their size or health restrictions cannot be admitted in the passenger cabin.
IV. 3 Services Requiring Advanced Check-In
You need to use your own FAA-approved portable oxygen concentrator during the flight.
You need to check in a dry battery-operated wheelchair according to the terms of section IV.5 below.
You are traveling with a group of ten or more passengers with disabilities. This is not mandatory; however, it will help us provide you a better service.
You require onboard medical oxygen. In this case, your medical certificate must state that you require oxygen and it must specify the required flow rate. We can only provide you this service with Aeromexico’s equipment at an additional charge.
You must travel with your own oxygen concentrator (only FAA-approved)
You need to travel on a gurney
You must travel with a baby or infant in an incubator.
You have a contagious infection or disease.
You suffer from a health problem that can pose a reasonable risk to the completion of your flight in peace, without the need for special medical assistance.
Brain damage. Depending on each case, we may require that the passenger be accompanied during the flight.
Comma. In addition to the medical certificate, a passenger in a comma can only travel when accompanied by a relative or an assistant.
Terminal disease due to various causes. In addition to the medical certificate, the passenger may be required to travel accompanied.
Epilepsy. Depending on each case, the passenger may be required to travel accompanied.
Contagious infectious disease. Travel will be prohibited if the disease is easily transmitted in closed environments such as the passenger cabin. Also, if the disease involves severe health consequences for the rest of the passengers, the medical certificate must specify any conditions or precautions to avoid transmission and it must clearly state if the infection or disease can be transmitted to other individuals onboard.
Electric wheelchairs that fit vertically through the aircraft’s baggage compartment door and use a no-leak battery do not have to be disassembled as long as we ensure that the battery terminals are isolated to prevent a short circuit. Our staff may need directions to disassemble a wheelchair; make sure you have your instruction manual with you or provide a brief description of the steps to follow on the form we provide you to be submitted to our counter staff when checking in.
Wheelchairs and other motor aid equipment that use no-leak batteries can be stored vertically in the aircraft’s baggage compartment without removing the battery, as long as:
The wheelchair or aid device has at least one efficient way to avoid accidental activation or a possible short circuit. Otherwise, the battery wire terminals must be unplugged and isolated to avoid short circuits.
The battery is firmly fixed to the wheelchair or aid device for transportation.
IMPORTANT: National and international standards authorize air transportation of no-leak battery-operated wheelchairs as checked-in baggage. Aeromexico can only carry no-leak batteries; therefore, it is convenient to remove leak and lithium ion batteries, which are classified by International Regulations as hazardous goods for air transportation. Remember to attach to your wheelchair the assembly/disassembly instructions and the type of battery it uses.
In addition to the allowed baggage, passengers with disabilities can check in their assistance and mobility devices, such as wheelchairs, walkers, canes, crutches, etc., free of charge.
Likewise, in addition to their carry-on baggage, passengers with disabilities can carry an assistance device that they may require during their flight, as long as it can be stored in areas authorized by aviation authorities. This benefit applies exclusively to passengers with disabilities.
Our flight attendants are trained to help you on board our aircrafts. They can provide you the information and services you need—put away your belongings, identify and open your food. Please note that flight attendants are not authorized to help you eat, assist you in the lavatory, attend physiological needs at your seat or provide you medical services.
Please read the information we have prepared for you at the “other special services” link.