Aeroméxico Compensation
Welcome to your comprehensive resource for understanding your passenger rights with Aeroméxico under the Air Passenger Protection Regulations (APPR), enforced by the Canadian Transportation Agency (CTA). This detailed guide outlines your entitlements for flight disruptions, baggage issues, tarmac delays, and more, ensuring you’re fully equipped to claim compensation and support when traveling with Aeroméxico, Mexico’s leading airline, to or from Canada. Whether you’re flying to Mexico City, Cancún, or beyond, know your rights as a Canadian passenger.
Introduction to Aeroméxico
Aeroméxico, headquartered in Mexico City, is Mexico’s flag carrier and largest airline, operating over 90 destinations across Mexico, the U.S., Canada, Latin America, Europe, and Asia. As a large carrier under the APPR for flights to/from Canada, Aeroméxico is obligated to provide clear communication, fair treatment, and compensation for eligible disruptions. This section highlights Aeroméxico’s commitment to passengers and key services for a seamless travel experience.
Key Services
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Global Network: Extensive flights to Canadian cities (e.g., Toronto, Montreal, Vancouver), the U.S., and international destinations.
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Premium Offerings: AM Plus seats, Clase Premier (Business Class), and Aeroméxico Rewards for earning points.
Commitment to APPR: Aeroméxico adheres to CTA regulations for Canadian flights, ensuring timely updates, standards of treatment, and compensation for disruptions within their control and not required for safety.
Your Rights During Flight Delays
When an Aeroméxico flight to or from Canada is delayed:
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Provide Timely Updates: Aeroméxico must provide updates every 30 minutes on the delay reason (e.g., mechanical issues, crew scheduling) via email, SMS, the Aeroméxico app, or gate announcements.
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Standards of Treatment: For delays within Aeroméxico’s control and not required for safety, after 2 hours past scheduled departure:
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Food and Beverages: Food and beverages in reasonable quantities based on wait time, location, and time of day.
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Communication Access: Free Wi-Fi or phone access to manage travel plans.
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Accommodation: For overnight delays, free hotel or comparable lodging with transportation to/from the airport, subject to availability.
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Additional Notes: For flights departing from the EU/UK, Regulation EC 261/2004 may apply, offering meals and communication for delays over 4 hours on flights exceeding 3,500 km, and hotel stays for overnight delays.
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Compensation for Delays
For delays within Aeroméxico’s control and not required for safety, and notified 14 days or less before departure:
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3-6 Hours: CAD 400
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6-9 Hours: CAD 700
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9+ Hours: CAD 1,000
Exclusions: No compensation for delays outside Aeroméxico’s control (e.g., weather, air traffic control), if notified 15+ days in advance, or if compensated under another regime (e.g., EU 261). Claims must be filed within one year.
Additional Notes: If a delay renders travel purposeless, you may request a refund and $400 compensation (within Aeroméxico’s control and not required for safety). For international flights, the Montreal Convention may apply, offering up to 1,519 Special Drawing Rights (≈ CAD 3,000, subject to exchange rate) for expenses. EU/UK flights delayed 3+ hours may qualify for €600 (~CAD $900) under EC 261/UK 261 if departing from Europe.
Your Rights During Flight Cancellations
When Aeroméxico cancels a flight to/from Canada:
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Prompt Notification: Aeroméxico must inform passengers of the reason (e.g., operational constraints, safety) via email, SMS, app, or airport staff.
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Rebooking or Refund Options:
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Rebooking: Free rebooking on the next available Aeroméxico or partner airline (e.g., Delta) flight within 9 hours (within control) or 48 hours (outside control). If unavailable, rebooking on any carrier via a reasonable route, including transport to a nearby airport.
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Refund: If the airline cannot complete the passenger’s itinerary within 48 hours, the passenger is entitled to a refund regardless of fare type.
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Additional Notes: For EU/UK departures, a full refund is available for cancellations with less than 14 days’ notice or delays over 5 hours if you choose not to travel.
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Compensation for Cancellations
For cancellations within Aeroméxico’s control and not required for safety with less than 14 days’ notice:
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3-6 Hours Delay: CAD 400
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6-9 Hours Delay: CAD 700
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9+ Hours Delay: CAD 1,000
Exclusions: No compensation for cancellations due to extraordinary circumstances (e.g., weather, government orders), safety requirements, or if denied boarding compensation was received. Pilot strikes are not considered extraordinary under EU law but may be under APPR if deemed unavoidable. File claims within one year.
Additional Support: Refunds are mandatory for cancellations within Aeroméxico’s control and not required for safety. Travel vouchers may be offered but can be declined for a cash refund. For flown segments, reimbursement is possible if the journey no longer serves its purpose (e.g., missed event).
Your Rights During Missed Connections
If an Aeroméxico delay or cancellation causes a missed connection:
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Communication: Regular updates via email, SMS, app, or airport staff on rebooking options.
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Rebooking or Refund:
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Rebooking: Free rebooking on the next available Aeroméxico or partner flight to your final destination.
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Refund: Full refund for unused ticket portions and fees if travel no longer serves a purpose, including return to origin for through-ticket holders.
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Additional Notes: For EU/UK departures, EC 261/UK 261 provides similar rebooking/refund rights for missed connections due to delays over 3 hours.
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Compensation for Missed Connections
For missed connections within Aeroméxico’s control and not required for safety:
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3-6 Hours Delay: CAD 400
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6-9 Hours Delay: CAD 700
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9+ Hours Delay: CAD 1,000
Exclusions: No compensation for uncontrollable events (e.g., weather, security) or prior compensation. Submit claims within one year.
Additional Notes: For codeshare flights (e.g., with Delta), the operating carrier handles claims, but Aeroméxico assists with coordination. EU/UK flights may qualify for €600 (~CAD 900) if delayed 3+ hours.
Your Rights During Denied Boarding
If involuntarily denied boarding due to overbooking:
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Immediate Communication: Aeroméxico provides a written statement explaining the reason (e.g., oversold flight) and your rights via gate agents.
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Rebooking or Refund:
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Rebooking: Free rebooking on the next Aeroméxico or partner flight within 9 hours (within control) or 48 hours (outside control), with transport to nearby airports if needed.
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Refund: Full refund for unused tickets and fees (e.g., baggage, seat selection).
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Standards of Treatment: For delays over 2 hours (within control or safety-related):
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Food and beverages in reasonable quantities based on wait time, location, and time of day.
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Free Wi-Fi or phone access.
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Hotel and transport for overnight delays.
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U.S. Departures: For U.S.-originating flights, Aeroméxico provides a statement of rights, including care (meals, hotel) and compensation per U.S. DOT rules.
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Compensation for Denied Boarding
For involuntary denials within Aeroméxico’s control and not required for safety (Canada):
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3-6 Hours Delay: CAD 900
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6-9 Hours Delay: CAD 1,800
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9+ Hours Delay: CAD 2,400
Exclusions: No compensation for safety, security, check-in non-compliance, or equivalent seating. Claims due within one year.
Volunteer Process: Aeroméxico solicits volunteers for travel vouchers and later flights, prioritizing unaccompanied minors, passengers with disabilities, and families.
Denied boarding due to overbooking? Let TripShed secure your compensation quickly and hassle-free.
Your Rights for Baggage Issues
For lost, delayed, or damaged baggage:
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Prompt Communication: Updates via Aeroméxico’s app, WorldTracer system, or baggage agents. File a Baggage Irregularity Report at the airport or online at https://www.aeromexico.com/en-us/contact-us within 7 days (damaged) or 21 days (delayed/lost).
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Compensation:
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Lost or Damaged Baggage: Up to 1,519 Special Drawing Rights (≈ CAD 3,000 subject to exchange rate) under the Montreal Convention, plus baggage fee refunds.
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Delayed Baggage: Reimbursement for reasonable interim expenses (e.g., toiletries, clothing) based on individual assessment, up to ≈ CAD 3,000 (subject to exchange rate), with receipts submitted within 21 days.
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Mobility Aids: Immediate temporary replacement, repair, or replacement cost reimbursement for damaged/lost aids.
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Process:
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Report delayed baggage within 12 hours at the airport or 5 days online; damaged baggage within 7 days; lost baggage within 21 days.
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Submit claims with receipts and Baggage Declaration Form (PDF) via www.aeromexico.com/en-ca/customer-service.
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Aeroméxico aims to deliver delayed bags within 24 hours or arrange pickup/delivery.
Additional Notes: Avoid packing valuables in checked baggage. Aeroméxico is not liable for normal wear, defective bags, or security screening damage (contact CATSA/TSA). For multi-airline itineraries, delivery may be delayed due to customs. For EU/UK flights, EC 261 requires similar baggage compensation.
Tarmac Delays
Your Rights During Tarmac Delays
For tarmac delays at Canadian airports:
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Communication: Updates every 30 minutes via onboard announcements or the Aeroméxico app.
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Care After 90 Minutes:
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Reasonable quantities of food and non-alcoholic beverages.
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Access to working lavatories.
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Adequate ventilation, heating, or cooling.
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Medical assistance if needed.
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Disembarkation: After 3 hours, the aircraft must return to the gate unless takeoff is imminent within 45 minutes or safety/security prevents it. Passengers with disabilities may disembark first with support.
Additional Notes: U.S. tarmac delay rules align with Canadian standards for care but may include additional DOT protections. EU/UK flights over 3,500 km delayed 4+ hours require meals and communication under EC 261.
Reimbursement of Expenses
Your Rights for Reimbursement of Expenses
For disruptions within Aeroméxico’s control and not required for safety (e.g., delays over 2 hours, cancellations with <12 hours’ notice, delayed baggage):
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Eligible Expenses: Reasonable costs for essentials (e.g., meals, toiletries, clothing, hotel stays) not provided by Aeroméxico. Reimbursement for reasonable expenses based on individual assessment. Submit itemized receipts through your claim form.
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Submission Process: Submit the official itemized receipts from the vendor along with the expense details when submitting the compensation claim form on our website.
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Standards of Treatment: Reimbursement for meals, transport, or lodging if not offered by Aeroméxico. For EU/UK flights, EC 261 mandates care for delays over 4 hours (flights >3,500 km).
Reimbursement Limits
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Delayed Baggage: Up to 1,519 Special Drawing Rights (≈ CAD 3,000 subject to exchange rate) for interim expenses, plus baggage fee refunds.
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Flight Delays/Cancellations: Reasonable expenses based on delay duration, location, and time of day; alcohol/tips excluded.
Note: Expenses due to uncontrollable events (e.g., weather, air traffic control) are not reimbursable. If Aeroméxico denies a claim, file a complaint with the CTA at www.otc-cta.gc.ca within 30 days. For EU/UK flights, escalate to the UK Civil Aviation Authority or EU mediation centers.
Submit your claim and upload your receipts—TripShed will handle your reimbursement with the airline.
