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Other Services

Other Services

Aeromexico offers the following special services on board: limited medical oxygen supply service, oxygen concentrator use permit, stretcher and incubators. These services will be provided only in Aeromexico Flights, and in flights operated by our affiliate Aeromexico Connect, as long as they are made in the Embraer 190 equipment, in non-stop  flights (except for the use of stretcher and Incubators). We strongly recommend that you confirm your travel plans as early as possible, so that we can process your request appropriately.

To request any of our services, the following information must be considered:

OXYGEN ON BOARD

  • This service is provided only with oxygen cylinders, owned by Aeromexico, properly certified by the corresponding Aeronautic Authorities.
  • The maximum number of cylinders authorized in a request to carry oxygen on board, regardless of the flow, would be of five bottles with Aeromexico and of four bottles in the Embraer 190 aircraft of Aeromexico Connect (Not apply for E-145 equipment).
  • Each oxygen cylinder required is 25 USD, plus taxes, or its equivalent in domestic currency. This amount will not be reimbursed in case it is not used. The same information is repeated in General Conditions.
  • If you have already booked your flight, you must communicate directly to the Customer Attention Center of Aeroméxico, at 51.33.40.50, in concerns and suggestions option , or if you are calling from any city of Mexico, at 01.800.021.40.50, in concerns and suggestions option, and provide the following information:  
  • Flight details: date and name of the passenger for whom the service is required.
    Medical information: this document must be filled out and signed by your treating physician no later than 20 days prior to the departure date, and at least 72 hours prior to your flight, it must be sent by e-mail to serviciosespeciales@aeromexico.com.mx or faxed to (0155) 1164 - 8510, to the attention of Customer Relations, so that it is reviewed and authorized by our Medical Service. Confirming reception of this document is absolutely necessary; otherwise, the corresponding proceeding cannot be initiated.
  • Confirmation must be made at least 48 hours prior to domestic flights, and 72 hours prior to international flights. This is the time required to reserve the equipment and ensure that all the medical and service rules are complied with.
  • On the day of your flight, you should be at the check in counter at least two (2) hours prior to your flight departure time in domestic destinations, and three (3) hours in advance in international destinations. We recommend you ask our staff if more time is required, as times may vary depending on the security and safety measures according local airport regulation.
  • Aeromexico and Aeromexico Connect do not provide the service of therapeutic oxygen on the ground, that is, in the airport facilities. Therefore, if this service is required in the Terminal, you must make your own arrangements. If you are planning on carrying your own oxygen tank, it must be completely empty or at a pressure of 40 PSI before checking it in as luggage.

General Conditions

  • Oxygen cylinders of Aeromexico and Aeromexico Connect can be adjusted only to supply 2 or 4 liters per minute via nasal cannula or oxygen face mask.
  • Aeromexico and Aeromexico Connect do not provide ambulatory oxygen anywhere before boarding, during connections, or upon arrival.
  • Oxygen on board service only applies in Aeromexico equipment and E-190 of Aeromexico Connect.
    Passenger must be accompanied by an adult who knows how to supply and manage the oxygen service at all times.
  • The maximum time allowed for oxygen supply provided by Aeromexico and Aeromexico Connect  is of 3.5 hours of continuous use.
  • Oxygen can be supplied only in non-stop direct flights.
  • Oxygen Cylinder cost is 25 dollars plus taxes, which will not be reimbursed in case it is not used.

OXYGEN CONCENTRATOR ON BOARD

  • Aeromexico and Aeromexico Connect do not have Oxygen Concentrators; therefore, the passenger must carry his/her own equipment, properly certified by the corresponding Aeronautic Authorities.
  • If you have already booked your flight, you must communicate directly to the Customer Attention Center of Aeromexico, at 51.33.40.50, in concerns and suggestions option , or if you are calling from any city of Mexico, at 01.800.021.40.50, in concerns and suggestions option, and provide the following information:
  • Flight information: date and name of the passenger who needs to travel with Oxygen Concentrator.
  • Medical information: this document must be filled out and signed by your treating physician no later than 20 days prior to the departure date, and at least 5 business days prior to your flight, it must be sent by e-mail to serviciosespeciales@aeromexico.com.mx or to (0155) 1164 - 8510, to the attention of Customer Relations, so that it is reviewed and authorized by our Medical Service. Confirming reception of this document is absolutely necessary; otherwise, the corresponding proceeding cannot be initiated.
  • Confirmation must be made at least five business days prior to both domestic and international flights. This is the time required to ensure that all the medical and service rules are complied with.
  • On the day of your flight, you should be at the check in counter at least two (2) hours prior to your flight departure time in domestic destinations, and three (3) hours in advance in international destinations. We recommend you ask our staff if more time is required, as times may vary according to local airport regulations.

General conditions The authorized equipment to be used in flights, according to the FAA are:  Inogen One, AirSep Lifestyle, (only with decal “RTCA/DO-160D”), AirSep Freestyle, SeQual Eclipse, Respironics EverGo, Delphi RS-00400, Devilbiss iGo, Inogen One, Inogen G2, Inova Labs/Intl Biophysics LifeChoice, Oxlife Independence, Invacare Solo2, Invacare XPO2, Respironics EverGo, SeQual Technology Eclipse and any other that has the decal “RTCA/DO-160D”.

Aeromexico and Aeromexico Connect do not provide ambulatory oxygen anywhere before boarding, during connections, or upon arrival.
The passenger must be accompanied by an adult who knows how to supply and manage the oxygen service at all times.
Depending on the flight duration, the passenger must carry with him/her spare batteries previously charged and stored in security cases. Batteries are not allowed to charged during the flight. STRETCHERS.

  • If you have already booked your flight, you must communicate directly to the Customer Attention Center of Aeromexico, at 51.33.40.50, in concerns and suggestions option , or if you are calling from any city of Mexico, at 01.800.021.40.50, in concerns and suggestions option, and provide the following information:

This service doesn’t apply for flights operated by Aeromexico Connect equipments.

  • Flight information: date and name of the passenger for whom the service is required.
  • Medical information: this document must be filled out and signed by your treating physician not later than 5 days prior to the departure date, and at least 72 hours prior to your flight, it must be sent by e-mail to serviciosespeciales@aeromexico.com.mx or faxed at (0155) 1164 - 8510, to the attention of Customer Relations, so that it is reviewed and authorized by our Medical Service. Confirming the reception of this document is absolutely necessary; otherwise, the corresponding proceeding cannot be initiated.
  • Confirmation must be made at least 48 hours prior to domestic flights, and 72 hours in advance to international flights. This is the time required to reserve the stretcher equipment you should be at the check in counter at least two (2) hours prior to your flight departure time in national destinations, and three (3) hours in advance in international destinations. We recommend you ask our staff if more time is required, as times may vary according local airport regulations.
  • Aeromexico does not provide the stretcher transfer service on ground, that is, in the airport facilities. Therefore, if this service is required in the Terminal, you must make the corresponding arrangements on your own account. 

General Conditions

  • Aeromexico does not provide this service anywhere before boarding, during connections, or upon arrival.
  • The passenger must be accompanied by an adult at all times.
  • The stretcher service can be offered only in non-stop flights.
  • The cost of this service is equivalent to the payment of seven seats In Coach Class, and the rate should be, on rate “Y” Yankee.
  • The flight crew is not authorized to provide special attention to any particular passenger, and they are not allowed to administer or manage on board any medications or injections on board.
  • All the arrangements for the access of ambulance, physicians, etc., in the airport installations must be required in advance directly by the passenger with the corresponding airport authorities. Aeromexico only provides the stretcher service and cannot interfere with the access request or authorization.

INCUBATORS

  • Aeromexico does not have Incubators. Therefore, passengers must get the adequate equipment with his/her medical institution.
  • If you have already booked your flight, you must communicate directly to the Customer Attention Center of Aeromexico, at 51.33.40.50, in concerns and suggestions option , or if you are calling from any city of Mexico, at 01.800.021.40.50, in concerns and suggestions option, and provide the following information:

This service doesn’t apply for flights operated by Aeromexico Connect aircraft.

  • Flight information: date and name of the passenger (INFANT).
  • Medical information: this document must be filled out and signed by your treating physician no later than 5 days prior to the departure date, and at least 72 hours prior to your flight, it must be sent by e-mail to serviciosespeciales@aeromexico.com.mx or faxed at (0155) 1164 - 8510, to the attention of Customer Relations, so that it is reviewed and authorized by our Medical Service. Confirming reception of this document is absolutely necessary; otherwise, the corresponding proceeding cannot be initiated.
  • Confirmation must be made at least 48 hours prior to domestic flights and 72 hours prior to international flights. This is the time required to ensure that all the medical and service rules are complied with.
  • On the day of your flight, you should be at the check in counte at least two (2) hours prior to your flight departure time in domestic destinations, and three (3) hours in advance in international destinations. We recommend you ask our staff if more time is required, as times may vary according to local airport regulations.
  • Aeromexico does not provide the incubator service on ground, that is, in the airport facilities. Therefore, if this service is required in the Terminal, you must make your own arrangements.

General Conditions The authorized equipment to be used in flights, according to the FAA are:

  • Baby Bird infant incubator fan, model 5900.
  • Emergency reduction Bird for neonates.
  • Ohio Air-Vac transport incubator, with battery pack.
  • Ohio Modified* transport incubator.
  • Narco Air-Shield mobile transport incubator, model T167-1.
  • Hewlett Packard neonate monitor, model 78260-A.

* Modified to reduce the electromagnetic interference on board the aircrafts.

  • The incubator and equipment functions, operation, and monitoring, as well as of the newly born, must be performed by and will be the exclusive responsibility of a physician, a nurse, or qualified in the equipment use on board; one of them must accompany the patient.
  • The incubator service can be offered only in non-stop direct flights.
  • For this service type, it is necessary to include an “extra seat” in the reservation.
  • The flight crew is not authorized to provide special attention to any particular passenger, and they are not allowed to administer any medications or injections.
  • All the arrangements required to request access to ambulances, physicians, etc., in the airport must be performed directly by the passenger in advance with the corresponding airport authorities. Aeromexico cannot interfere in the access request or authorization.

Download Medical information application.