Discovering Our Services: Special Assistance (Oxygen Services)

Discovering Our Services: Special Assistance (Oxygen Services)

Dear travel agent, below you will find some details and guidelines for the special assistance that Aeromexico offers and in which cases it is possible to make this request.

Guidelines for Oxygen on board

The conditions to request this type of oxygen during the flight are:

1. Oxygen cylinders cost $65 USD plus tax, which shall not be refunded if the cylinder is not used or is used on a different date, unless the requested service is canceled at least 48 hours in advance.
2. If you alr0eady have a reservation, you can request this service for your customer up to 30 days before their flight through our Customer Attention Center. Just need to send an email to amssr@aeromexico.com with the flight date and the name of the passenger who requires the service. Requests are dealt with from Monday to Friday from 9:00 a.m. to 7:00 p.m. We recommend that you request this service at least 72 business hours before the date of your flight.
3. This service is provided continuously on flights operated by AM that do not exceed 3:30 hours and intermittently on flights of more than 4:00 hours.
4. Reserve a maximum of 30 days in advance and up to a minimum of 72 hours for domestic flights and 96 hours for international flights.

Confirmation of this service will be subject to validation by the Aeromexico Medical Service Department. Once they have evaluated the client's physical condition report (if necessary, the Aeromexico medical service doctors will contact the client's treating physician by telephone, in order to understand the care that is required), they will approve or reject the required service, responding via email to the Customer Care Center in no more than 12 hours.

For security reasons, only the use of bottles provided by Aeromexico is allowed. Our Customer Care Center will charge for this service once the medical service has authorized the trip.

• Passengers requiring this service must check in at the airport at least 2 hours prior to flight for domestic flights and 3 hours before international flights.
• Passengers must ask their treating physician to complete Aeromexico’s medical information form.
• Clients must travel accompanied by a person who is at least 18 years old that is able to assist them with handling oxygen. Unaccompanied travel may be allowed in some cases (determined by the Medical Service) and only when oxygen consumption is not continuous.
• This service must be requested and confirmed by contacting our Customer Care Service at amssr@aeromexico.com.
• This service will not be provided on connection flights and is provided on nonstop flights only.
• The Therapeutic Oxygen Service does not apply on Aeromexico Connect flights.

Medical Information Form

This document must be completed and signed by the client's treating physician no more than 20 days prior to the departure date and must be sent at least 72 hours before the flight by email to amssr@aeromexico.com; to be reviewed and authorized by our Medical Service. It is an essential requirement to confirm receipt of this document since, otherwise, the corresponding procedure cannot be started.

• On the day of the trip, the client must appear at the check-in desk at least two hours before the departure time of their flight on national routes and three hours before international flights.
• Aeromexico does not provide therapeutic oxygen service on the ground; that is, within the airport facilities, so if this service is required in the terminal the client must make the corresponding arrangements independently. If you plan to bring your own oxygen tank, it must be completely empty or at 40 PSI pressure before you check in and check it as baggage:

1. The tank should be presented in a package that fully protects gauges, valves and cylinders.
2. It cannot be taken as carry-on baggage.

If it is checked in with your baggage, it must not exceed the baggage allowance as a whole. In case of excess, the corresponding charges will be made.

Guidelines for Oxygen Concentrators on board

You can transport your Portable Oxygen Concentrator (POCs) on board, complying with the necessary requirements and taking into account the time and route of the flight.

The following portable oxygen concentrators are accepted on:

• AirSep Freestyle-legacy
• AirSep Lifestyle-legacy
• AirSep Focus
• AirSep Freestyle-legacy 5
• (Caire) SeQual eQuinox / Oxywell (model 4000)
• Delphi RS-00400 / Oxus RS-00400
• DeVilbiss Healthcare iGo,
• Inogen One
• Inogen One G2
• Inogen One G3
• Inova Labs LifeChioce Activox
• International Biophysics LifeChoice / Inova Labs LifeChoice
• Invacare XPO2
• Invacare Solo 2
• Oxylife Independence Oxygen Concentrator
• Precision Medical EasyPulse
• Respironics EvergGo
• Respironics SimplyGo
• Sequal Eclipse
• Sequal SAROS
• X) VBox (3B Medical) Trooper (Aer X) Oxygen Concentrator

Note

If your concentrator is not listed above but has labels that read “RTCA/DO-16D Section 21 Category M compliant” it is also permitted. Refer to the FAA for more details.

Passengers must arrive at the airport one hour before the required check-in time for all other passengers, and provide a Physician’s Statement by their treating physician signed no longer than 20 days prior to departure, confirming that they are fit to fly and that their POC is FAA approved.

Recommendations

1. Passengers traveling with portable oxygen concentrators should preferably travel with an adult to assist them with the operation of the POC.
2. Customers traveling with POCs must carry an ample supply of fully charged replacement batteries to guarantee the operation of the device for 150% of the scheduled flight duration. If you have a connecting flight, you must factor in the connection time when calculating the number of batteries required to be stored in carry cases as the in-flight charging of batteries is not permitted under any circumstance.
3. Please make sure that all of the batteries in your carry-on baggage are properly protected from short circuiting by protecting them from physical damage. Battery terminals must be recessed or packaged so they do not contact metal objects, including other battery terminals.
4. During taxing, the POC must be stowed underneath the seat in front of the passenger or in the overhead compartment in such a way that it does not block the aisle or access to the row of seats. If the unit is to be used during the flight, it must not obstruct movement for other passengers.
5. If you are carrying a POC on board as carry-on baggage and do not intend to use it during the flight, the POC must be depressurized, and the battery must be removed and packaged separately unless the unit has active protection mechanisms.

Important

The device must be in good condition otherwise boarding will not be allowed for security reasons.

This service does not require validation by the Aeromexico Customer or Medical Service Departments. If it complies with the guidelines established above, it will be accepted at the airport directly.

Keep in mind

It is important to book and request services as far in advance as possible, as some require additional documentation and approval. For more information, we invite you to consult our page https://www.aeromexico.com/en-us/travel-information/passengers where you can find more details.