Aeromexico Airlines Wheelchair Assistance

Air travel can present unique challenges for passengers with limited mobility. At Aeromexico,  they are fully committed to providing the support you need. 

From the time you land at the airport until you get to your destination, Aeromexico’s wheelchair assistance service is carefully planned to make sure that your journey is easy, secure, and hassle-free. Their experienced staff is always available to help with check-in, security, boarding, and baggage claim with consideration and decency. 

Aeromexico strives to make air travel accessible and comfortable for all, offering personalized attention that reflects their dedication to inclusivity and your peace of mind throughout your entire travel experience.

Need Wheelchair Assistance with Aeromexico? Here’s an Overview

Aeromexico prioritizes a comfortable and dignified journey for passengers with reduced mobility. With Aeromexico wheelchair assistance, you will receive accessibility and convenience from the moment you arrive at the airport until you reach your final destination.

Aeromexico Wheelchair Assistance at Airports

Aeromexico offers comprehensive wheelchair assistance services at all airports, ensuring a smooth and comfortable journey for passengers with reduced mobility. To make sure timely arrangements, travelers who require this service are advised to inform the airline in advance, preferably at the time of booking. 

Aeromexico wheelchair assistance staff members are on standby to help travelers from the check-in desk, through security, and all the way to their designated seat on the aircraft once they arrive at the airport. When passengers land, airline staff assist them in boarding and assist them with the immigration and customs processes, continuing the customized service. 

Passengers are escorted to baggage claim and, if required, to the airport exit or connecting transportation, whether they are connecting to another flight or concluding their journey. To give all travelers who need mobility assistance a hassle-free travel experience, Aeromexico places a high priority on accessibility and equality for all.

Availability of Onboard Wheelchairs:

Aeromexico provides wheelchairs onboard its Embraer-190, Boeing 737, and Boeing 787 aircraft to ensure accessibility for travelers with limited mobility. During the flight, these wheelchairs are made especially to help passengers flight entrance to their seats, and from their seats to the restrooms. 

The wheelchair may be moved within the cabin with the assistance of trained flight attendants, guaranteeing a comfortable and easy journey. However, flight attendants are not allowed to physically lift or carry passengers for safety and liability reasons. Traveling with a personal care assistant is advised for passengers who might need assistance with lifting. Aeromexico’s dedication to accessible and inclusive air travel is reflected in this service.

Guidelines for Handling Electric Wheelchairs and Mobility Aids:

Passengers who are traveling with electric mobility aids are required to complete the Mobility Device Handling Form before arriving at the airport. This guarantees safe transportation and appropriate handling. 

For every journey, a different form needs to be completed, and if the gadget calls for it, it should include comprehensive disassembly instructions. Either at the boarding gate or at the check-in counter, electric wheelchairs can be inspected. 

To prevent delays, it is highly advised that travelers disassemble any necessary components during check-in. Additionally, detachable accessories like pillows and footrests may be carried on board with the passenger or checked along with the mobility device, depending on their preferences and airline rules.

Battery Guidelines:

• Non-Spillable, Lead-Acid, and Nickel-Metal Hydride Batteries: 

These components may remain installed as long as the device is designed to prevent accidental activation and short circuits. To ensure safe functioning and reduce any possible safety risks while handling, transportation, or routine use, the battery must be firmly and securely attached.

• Spare Batteries:

Spare batteries must be securely packed in rigid, protective packaging and are only permitted for transport in the aircraft’s cargo compartment to ensure safety and prevent potential hazards during flight. 

• Lithium-Ion Batteries:

If removal is necessary, lithium-ion batteries must be transported to the cabin in their own cases. There are restrictions; no single battery may have more than 300 watt-hours (Wh). Devices that need two batteries must have a maximum capacity of 160 Wh per battery. Travelers are permitted to bring two spare batteries up to 160 Wh each or one spare up to 300 Wh. Batteries already installed in devices are not subject to watt-hour limits. By reducing the possibility of battery-related mishaps occurring on board, these laws guarantee safety during air travel.

Flight Connections & Passenger Needs:

Passengers with connecting flights can request to use their wheelchairs during their journey. However, their staff recommends opting for Aeromexico’s wheelchair assistance service. Since it removes the possibility of delays caused by building or dismantling personal mobility devices, this helps guarantee a quicker and more seamless transition between flights, particularly during brief layovers. For travelers who require special assistance, the airline’s service is intended to simplify mobility support and enhance overall convenience.

Wheelchair Size and Weight Restrictions:

Wheelchairs must specifically follow the airline’s specified maximum dimension limitations to guarantee they fit in the airplane storage compartments.

• E190: 48 x 40 x 28 inches
• Boeing 737: 43 x 48 x 33 inches
• Boeing 787: 92 x 33 x 43 inches

The maximum weight allowed for any wheelchair is 440 lbs.

Additional Special Assistance Services Provided by Aeromexico

Aeromexico’s services aren’t just confined to wheelchairs. There’s a lot more to it. 

• Aeromexico Special Assistance: Therapeutic Oxygen On Board

To support travelers with specific medical needs, Aeromexico provides an onboard oxygen service with clearly defined guidelines and procedures to ensure passenger safety and compliance.

Availability and Restrictions:

Aeromexico only has provisions for therapeutic oxygen on nonstop flights that are shorter than three and a half hours. Aeromexico Connect and connected flights do not provide this service. Continuous support is only available on shorter flights, however, passengers who are traveling for more than 3.5 hours may receive intermittent oxygen service. Additionally, airports do not have oxygen, thus, ground support arrangements must be made on their own.

Cost and Booking Timeline:

The cost of each oxygen cylinder is $65 USD plus tax, which is non-refundable if unused or used on a different date, unless canceled at least 48 hours in advance.

Passengers must get in touch with Aeromexico’s Customer Attention Center to request this service at least 72 hours before a domestic flight and no later than 30 days, or 96 hours before an international flight. Requests should be made as soon as possible for appropriate coordination, and they are processed Monday through Friday from 9:00 a.m. to 5:00 p.m.

Medical Approval Process:

A key requirement is medical clearance by Aeromexico’s Medical Service Department (MEXPO). The process includes:

• Submission of a Medical Information Form, completed and signed by the passenger’s treating physician, at least 20 days prior to departure.
  
• The form must be submitted no later than 72 hours before the flight, either via the provided link or faxed to Customer Relations.
  
• Aeromexico’s medical team may contact the passenger’s physician directly to validate the request.
  
• Once approved, confirmation is sent via email within 12 hours.

Onboard and Airport Guidelines:

• Only oxygen bottles provided by Aeromexico are allowed. Personal tanks are prohibited as carry-on and must be empty (40 PSI or less) if checked in.
  
• Passengers must check in at least 2 hours before domestic flights and 3 hours before international flights.
  
• Those requiring oxygen must be accompanied by someone aged 18 or older, capable of managing the equipment. Unaccompanied travel may be approved on a case-by-case basis for non-continuous use.

• The Aeromexico Customer Service team coordinates with airport staff to ensure proper service execution.

• The service must be requested and confirmed through Aeromexico directly, including bookings made through travel agencies or partner airlines.
  
• The oxygen service is only for in-flight use and not available during layovers or at terminals.

• Aeromexico Special Assistance: Traveling with Portable Oxygen Concentrators

Aeromexico special assistance allows the use of Portable Oxygen Concentrators (POCs) on board for passengers who need in-flight oxygen support, provided that certain conditions are fulfilled, depending on the flight duration and itinerary.

Approved Oxygen Concentrators:

Aeromexico special assistance services allow the use of specific POC models during flights. Approved devices include:

• AirSep FreeStyle, Lifestyle, Focus, and Freestyle 5
• (Caire) SeQual eQuinox or Oxywell (model 4000)
• DeVilbiss Healthcare iGo
• International Biophysics LifeChoice
• Inogen One, One G2, and One G3
• Invacare XPO2/XPO100 and Solo 2
• Respironics EverGo and SimplyGo
• Oxylife Independence
• Sequal Eclipse and SeQual SAROS
• VBox (3B Medical) Trooper (Aer X)
  

Devices not listed may still be accepted if they bear a label stating: “RTCA/DO-160D Section 21 Category M compliant.” Refer to the FAA guidelines for more details.

Pre-Flight Requirements:

Passengers using POCs must:

• Arrive one hour earlier than the standard check-in time.
  
• Present a Physician’s Statement (original and copy), dated within 20 days of departure, verifying fitness to fly and confirming the device is FAA-approved.
  
• Ensure the POC is in good working condition; faulty units are not allowed on board.
  

Battery and Safety Guidelines:

For uninterrupted operation:

• Carry sufficient fully charged batteries to power the device for at least 150% of the flight time, including any layovers.
  
• In-flight battery charging is not allowed, so all spares must be stored in carry-on baggage.
  
• Batteries must be protected against short circuits, with terminals recessed or packed securely away from metal items.
  

Onboard Usage and Storage:

When using a POC in flight:

• The unit must be stored under the seat or in the overhead bin during taxiing.
  
• Passengers using the POC throughout the flight must sit in seats that do not obstruct aisle access.
  
• If the POC is carried onboard but not used, it must be depressurized, and the battery removed and packed separately unless protected by built-in safety features.
  

Additional Recommendations:

Although not mandatory, Aeromexico recommends that passengers traveling with POCs be accompanied by an adult to assist with operating the device.

Aeromexico special assistance does not require validation by Aeromexico’s Customer or Medical Service Departments. As long as the outlined guidelines are followed, the device will be accepted directly at the airport.

• Aeromexico’s Stretcher Services:

For those with a severe illness requiring a stretcher onboard, here is what you must keep in mind when traveling on Aeromexico flights.

Requesting the Service:

On an Aeromexico flight, passengers must fill out a specific form that the airline provides for them to request a stretcher. It is also required that the patient’s treating physician fill out and sign a medical information form. For domestic flights, this document must be turned in at least 72 hours before departure, and for international flights, at least 96 hours before departure, within 10 days of the flight. The request can be reviewed and approved by Aeromexico’s medical team within these advance notice periods.

Verifying with airport personnel that the medical paperwork was received is essential. The request for special help may not be able to be fulfilled if this is not done.

Cost & Fare Information: 

The stretcher service costs the same as nine tourist class “Y” fare seats. Additionally, any seats needed for a travel companion or medical escort will have to be paid for individually, if they are available in tourist class.

Guidelines for the Day of Travel: 

Passengers using stretcher services are required to arrive at least two hours prior to departure on domestic flights and three hours before departure on international flights on the day of travel. However, travelers are encouraged to check with Aeromexico employees if additional time is required because of specific airport security procedures.

General Conditions and Restrictions:

• Availability: Aeromexico’s direct flights are the only ones that provide stretcher service. It is not accessible on Aeromexico Connect flights.

• Companions: A family member or the attending physician who is able to provide assistance during the flight must be with the passenger.

• Medical Equipment: If syringes and needles are needed for treatment during the journey, doctors may bring them. Flight attendants can provide the attending physician with the onboard medical kit if necessary, however, they are not allowed to give any medication or injections.

• Ground Transportation: Stretcher services are not offered by Aeromexico inside airport terminals. The airport authorities must be consulted, and preparations must be made independently if the traveler needs ground transportation to or from the terminal by ambulance or stretcher.

• Aeromexico’s Special Assistance for Passengers with Serious Illnesses:

Passengers traveling with serious illnesses are permitted to bring one folding wheelchair, a pair of crutches, or any orthopedic device essential for their mobility without additional charges. 

To ensure a smooth travel experience, travelers with sensitive health conditions must request prior travel authorization. This can be done by visiting the specified link and entering the passenger’s full name and travel date. 

Customer service is available to assist from Monday to Friday, between 9:00 a.m. and 7:30 p.m. It is strongly recommended that this request be submitted at least 72 hours in advance of your scheduled flight, taking business days into account for timely processing and approval.

• Aeromexico Special Assistance Services for Passengers with Disabilities

Aeromexico is dedicated to making sure that every traveler, including those with mental or physical disabilities, has a comfortable and safe journey. Aeromexico offers a variety of free and paid special assistance services in accordance with the Department of Transportation’s rules (14 CFR Part 382) and the ACAA (Air Carrier Access Act). 

Accessibility Commitment Under the ACAA:

ACAA prohibits discrimination against individuals with disabilities by domestic and foreign air carriers. Aeromexico adheres to these rules by offering thoughtful and inclusive services to meet diverse passenger needs, to enhance accessibility, and support throughout your journey.

Booking and Reservations:

To provide the best assistance, Aeromexico encourages passengers with disabilities to notify the airline of their specific needs as early as possible, preferably 72 hours in advance. For some medical conditions or services, a doctor’s certificate may be required. You can request assistance by contacting the Aeromexico Customer Service Center in Mexico City at 01 (55) 5133-4050.

Services Requiring Advance Notice:

The following services must be booked in advance and may incur additional charges:

• Onboard therapeutic oxygen or the use of a portable oxygen concentrator (FAA-approved).
• Gurney transportation.
• Incubator or crib (only available on certain aircraft).
• Travel for passengers with contagious diseases, severe conditions, or requiring constant care.

Services Provided Without Advance Notice:

While the following Aeromexico special assistance services do not require prior booking, early requests are recommended:

• Wheelchair Services: Available for airport navigation, boarding, and onboard movement. Three types are offered depending on your journey phase.
• Service Animals: Trained service animals may travel in the cabin with valid documentation and must meet local health and safety regulations.
• Mobility Aids: Passengers may check wheelchairs, walkers, or crutches free of charge, in addition to regular baggage allowances.

Wheelchair Assistance:

Aeromexico wheelchair assistance provides:

• Check-in for aircraft wheelchair assistance.
• Onboard wheelchairs on Embraer 190, Boeing 737, 767, and 787 aircraft.
• Storage and transportation of electric wheelchairs with non-leak batteries. Devices must be safely packed, and assembly instructions should be provided.

If connecting to another flight, passengers may use their personal wheelchair or Aeromexico’s, depending on transfer time and assembly requirements.

Also Read: Aer Lingus Wheelchair Assistance

Seating and Cabin Accessibility:

Aeromexico offers accessible seating with movable armrests, which should be reserved early due to limited availability and aircraft variation. Passengers with disabilities are also allowed to carry a personal assistive device onboard, in addition to their carry-on baggage.

Onboard Support:

Trained flight attendants assist with:

• Stowing luggage.
• Explaining safety procedures.
• Identifying and opening food items.

However, they cannot assist with feeding, lavatory use, medical care, or personal hygiene tasks.

Safety and Security Screening:

All passengers, including those using service animals or mobility devices, must pass through airport security checks as mandated by the Mexican Ministry of Communications and Transport and the U.S. TSA.

Accessible Information:

Aeromexico provides safety and flight information through:

• Closed-captioned videos.
• Braille brochures.
• Personalized briefings upon request.

How to Contact the U.S. Department of Transportation (DOT):

If you have concerns or require an accessible version of the ACAA regulations:

• Toll-Free Hotline: 800-778-4838 (voice), 888-534-3072 (TTY)
• Aviation Consumer Protection Division: Website
• Mail: C-75, US Dept. of Transportation, 1200 New Jersey Ave SE, Washington, DC 20590

Aeromexico’s Assistance for Pregnant Women 

Pregnant women can travel on an Aeromexico flight up to 32 weeks, and they do not need to furnish any documents for the same. From the 33rd week onwards, providing medical certificates is needed. Certificates should also be provided in case you have a high-risk pregnancy, irrespective of the stage. 

To ensure the convenience and safety of pregnant women, Aeromexico will ensure priority boarding and even do their utmost to have their baggage loaded off the aircraft on a priority basis. Pregnant women aren’t assigned emergency seats. Moreover, expecting women with visual discomfort during boarding won’t be allowed on the flight. This is done keeping in view their safety. 

Conclusion

Aeromexico goes above and beyond to support passengers with reduced mobility and other special needs. Aeromexico’s wheelchair assistance, onboard support services, and medical accommodations reflect a strong commitment to accessibility, safety, and dignity. 

Whether you’re traveling with a mobility device, oxygen support, or require stretcher services, Aeromexico makes sure every stage of your journey is handled with professionalism and care. With clearly defined procedures and compassionate staff, Aeromexico empowers all passengers, regardless of ability, to travel with confidence and peace of mind.

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