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Passengers With Disabilities

Passengers with disabilities

Air Carrier Access Act 

The US Air Carrier Access Act (hereinafter “ACAA”, 49 U.S.C. A41705) prohibits discrimination in air transportation by domestic and foreign air carriers against qualified individuals with physical or mental impairments.
 
The US Department of Transportation (DOT), interprets and implements the ACAA by issuing Regulations 14 CFR Part 382, (hereinafter the “Regulations”), which became effective on May 13th 2009.
 
To download the PDF version of the Regulations and to contact DOT, click here, but if you want obtain a copy of this regulation in an accessible format from the Department of Transportation by any of the following means:
 
By telephone: Toll-Free Hotline for Air Travelers with Disabilities
1-800-778-4838 (voice)
888-534-3072 (TTY)
 
By telephone: Aviation Consumer Protection Division
202-366-2220 (voice)
202-366-0511 (TTY)
 
By mail: Air Consumer Protection Division
C-75, US Dept of Transportation
1200 New Jersey Ave., SE.
West Building, Room W96-432
Washington, DC 20590
 
By web: Aviation Consumer Protection Division’s Web site
http://www.dot.gov/airconsumer

To our customers with disabilities or special needs
 
Aeromexico would like to thank you for your preference and inform you about the services that our airlines Aeromexico, Aeromexico Connect and Aeromexico Travel, (hereinafter jointly referred to as “Aeromexico”) would like to offer you to make your trip a comfortable and enjoyable experience.

As there are many disabilities that are not visible, we rely on the information you provide us to give you the best service fitting to your needs. To avoid making you uncomfortable with questions regarding your disability, we would appreciate you to let us know 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 for 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).
Services Provided by Aeromexico to Passengers with Disabilities.
 
Accessibility and Assistance
As a global and modern airline, Aeromexico offers a renge of services for its customers with disabilities exceeding every expectation. Give us an opportunity to make your trip a comfortable experience.
Welcome on board!
 
I. Assistance at the Airport
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. Keep on reading to find out more about our services so that you can request them in time.

Services for Passengers with Disabilities

  Wheelchairs Signs Braille System**
Ramps Elevators W.C.
Public Telephones Waiting Room
Pet Relief Area
IAH
 yes yes yes yes yes yes yes yes yes
JFK yes yes yes yes yes yes yes No exclusive area yes
LAS yes yes

yes

yes yes yes yes yes yes
LAX yes yes yes yes yes yes yes yes yes
MCO yes yes yes yes yes yes yes yes yes
MIA
yes yes yes yes yes yes yes yes yes
ORD yes yes yes yes yes yes yes yes yes
PHX yes yes yes yes yes yes yes yes yes
SFO yes yes yes yes yes yes yes yes yes
SAT yes yes yes yes yes yes yes yes yes
SJD yes yes yes yes yes yes yes yes yes

Note: Please consider this only as a guide. Services are under the responsibility of the airport administration and they may vary.

II. Flight Information
Aeromexico has flight information screens at various airports. Our staff at waiting areas and gates are constantly announcing our flights, including boarding information and any irregularities in the itinerary. Should you require assistance, please notify our staff upon arrival at the gate; they will keep you informed.
 
III. Safety Measures
By official provision, passengers must go through security checks when entering waiting and boarding areas.
 
IV. Reservations
  
Reservation Requirements
One of our goals is to meet the needs of our passengers with disabilities. That is why sometimes we need you to alert us in advance if you require assistance or complementary services, or you can provide a doctor’s certificate stating that you are fit to travel to your destination.
 
You can contact us at the numbers above. Our goal is to make your trip a pleasurable experience, and the sooner you make your Reservations, the longer we have to prepare your flight and work to meet your needs.
 
IV. 1 Services that must be Requested in Advance
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).
  • Incubator.
  • Crib (available only in certain aircrafts).
In addition, service specified in section IV.4 below must be requested in advance.
 
IV. 2 Services that Do Not Have to be Requested in Advance
The following are services that do not have to be requested in advance. However, should you need them, we would appreciate if 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 gates; 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 health or safety of 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.
Guide dogs traveling with a passenger with disabilities must be vaccinated, clean and on a leash. If you are traveling with a service animal, you must provide a certificate in your doctor’s letterhead paper, stating that you require the services of this animal due to your condition. This certificate must be issued no more than a year before your travel date. You must also consider that your service animal must fulfill local requirements or your destination(s.

IV. 3 Services Requiring Advanced Check-In
We appreciate if you inform us 48 hours in advance and check in an additional hour before the minimum required time on the day of your departure. Please consider that airport security checks and pre-boarding processes may require that you check in earlier if:
  • 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.
While we do not request information regarding your disabilities, we will be able to assist you better if you provide us detailed information concerning your needs. Our Reservations agents are willing to help document your specific needs.
 
IV. 4 Services Requiring Medical Certificates
In some cases, you might be requested to present a certificate issued by your doctor. When purchasing your ticket, please tell the Reservations agent if you are in one of the following situations:
 
  • 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 may 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.
If you are in any of the previous situations, please ask your doctor to issue a medical certificate no more than ten days before the date of your flight.
 
Our goal is to satisfy your travel needs and care for the health and safety all our customers.
 
IV. 5 Wheelchair Service
 
IV. 5.1 Wheelchair Provided by Aeromexico
 
Wheelchair at the airport: We offer wheelchair services at every airport where we operate. If you require this service, please alert so when you make your reservation. We offer this service from the check-in counters at your departing airport to your seat in the aircraft and upon your arrival to take you into the airport to your connecting flight or airline or to complete your arrival, including reclaming your checked-in baggage.
Wheelchair inside the aircraft: On board Embraer 190 and Boeing 737/767/777 aircrafts we have two types of wheelchairs available: to go from the aircraft door to your seat and from your seat to the lavatory. Flight attendants will help you use the wheelchair; however, due to safety reasons they are not required to lift you.
 
 
IV. 5.2 Passenger Wheelchair Acceptance.
You can register your wheelchair during your check-in or at the boarding gate. If your motorized equipment needs to be disassembled before traveling, please do so on check-in according to the terms of section VI.3 above, so that we can ensure that it is handled with properly. You can use our wheelchairs after checking in your own. Any items that can be removed from the wheelchair, such as seat cushions and foot rests, can be taken on board or checked in with the wheelchair in the baggage compartment.

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 an 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 running on no-leak batteries can be stored vertically in the aircraft’s baggage compartment without removing the battery, as long as:
  1. 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.
  2. 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.

If you are connecting with another flight, please inform us if you prefer to use your own wheelchair. However, we recommend that you use our wheelchair service because the time between flights may not be enough to assemble and disassemble your wheelchair or device.
 
IV. 6 Seats.
Aeromexico offers you seats with mobile arm rests that allow passengers with wheelchairs to move easily to and from their seats. You can request your seat when reserving your flight. We recommend that you reserve your seat with as much time as possible, because it could be assigned to another passenger, and the number and location of these seats may vary depending on the aircraft model. Please check availability. 
 
V. Baggage.
In addition to the baggage allowed, 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.
 
VI. Onboard Assistance
Our flight attendants are trained to help you on board our aircrafts. They can provide you 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 medical services.
 
VII. Onboard Information
Passengers will be given personalized safety instructions and information regarding the flight through close-captioned videos as well as Braille safety instruction brochures.
 
VIII. Safety Checks
Mexico’s Ministry of Communications and Transport and the US Transportation Safety Administration (TSA) require that our passengers go through airport safety checks, including customers with disabilities who travel alone or with guide dogs or service animals.
 
IX. Additional Information
Please read the information we have prepared for you at the “other special services” link.