Discovering Our Services: Special Assistance (Wheelchair Service)

Discovering Our Services: Special Assistance (Wheelchair Service)

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

Guidelines for requesting wheelchairs

Wheelchairs are provided by AM in all the airports where we operate. They can be requested by phone once the reservation is issued or directly at the counter. The chair is provided upon arrival of the client at the airport. If they have a connection, it may be possible to request it for transfer to their next flight.

We can provide two types of wheelchairs, depending on the aircraft. The first can take the passenger to the door of the aircraft so the passenger can walk to their seat. The second wheelchair type can take the customer all the way to their seat.

The client can bring their own wheelchair under the following guidelines:

• The client can check their wheelchair when checking their luggage or at the boarding gate. If it is necessary to remove the power equipment from the chair before traveling, please instruct the customer to do so during the check-in process to ensure that their equipment is handled properly. Once the client checks their wheelchair, they will be able to use one of ours. Removable wheelchair accessories, such as seat pillows and footrests can travel on board the aircraft or in the baggage compartment if they were checked with the chair.
• Power wheelchairs that fit vertically through the aircraft baggage compartment door and that use a drained battery do not need to be disassembled, as long as the battery terminals are kept insulated to prevent a short circuit. Our staff may need instructions to disassemble the wheelchair. The customer must bring a manual with them or provide a brief description of the disassembly steps on the form we provide, which must be given to staff during check-in.

Wheelchairs and any motorized equipment that run on dry batteries may be stored upright in the aircraft baggage compartment without removing the battery, as long as:

• 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
• The battery is firmly fixed to the wheelchair or aid device for transportation.

Important:

• National and international regulations authorize the air transport of battery-operated wheelchairs without liquid as checked baggage. Aeromexico can only transport batteries without liquid; therefore, it is necessary to remove lead-acid and lithium-ion batteries, classified by International Regulations as hazardous materials for air transport. Remember to attach the instructions to assemble and disassemble your wheelchair, as well as the type of battery it uses.
• If you have a connecting flight, please tell the client to mention to the check-in staff if they prefer to use their own wheelchair. However, we will recommend using our wheelchair service, as the time between flights may not be enough to assemble and disassemble your chair or device.

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.