What Aeroméxico's own Customer Service Plan commits to
The airline's published promises, and the conditions wrapped around each one.
For delays of 30 minutes or more, Aeroméxico commits to notifying passengers within 30 minutes of becoming aware of the change. If your app is silent while the board says otherwise, that commitment is worth citing.
A meal allowance and an Aeroméxico-contracted hotel apply to delays, misconnections and cancellations that are within Aeroméxico's control and leave you overnight. Both conditions, not either. Note it's the airline's contracted hotel, not a reimbursement for whichever one you pick.
The plan sets a target of delivering delayed checked baggage within 24 hours. Keep your bag receipts and file the report before you leave the airport, the clock argues for you.
Volunteer your seat and the plan provides a transportation credit. Get bumped involuntarily with no same-day rebooking possible, and it's a meal plus a hotel or a hotel-value voucher. Know which side of that line you're on before you say yes to anything.
The plan's terms are set by Aeroméxico and can change; we confirm the current version against your situation before we act.
The US DOT layer, on routes touching the United States
Narrower than most people think, stronger than most people use.
Any Aeroméxico itinerary to or from the US picks up a second set of rights, from the US Department of Transportation, and the first thing to understand is what they are not: DOT does not require hotels, meals or compensation for your lost evening. Those come only from the airline's own plan above. What DOT does protect is the money.
On flights to or from the US booked at least 7 days before departure, you have 24 hours to cancel or change without penalty, on every fare including Basic. That much is standard DOT, and Aeroméxico's US-route Fare Guarantee page restates it. One honest wrinkle worth knowing: Aeroméxico's own Contrato de Transporte states a 24-hour full refund with no "7 or more days before departure" condition at all, processed within 10 business days, which the US-route page does not match. Which version applies depends on where and how you bought, so confirm it on the call.
If your flight is cancelled or significantly changed, with the thresholds at 3 or more hours domestic and 6 or more international, and you decline what's offered, the refund of your fare is automatic. You don't have to accept a rebooking that ruins the trip just because it was offered. These rules are under active DOT revision, so we check the current position at flightrights.gov before advising you.
Aeroméxico's runway-delay plan follows the US framework: the option to deplane before 3 hours on domestic flights and 4 on international, food and water no later than 2 hours in, and status updates every 30 minutes. If a tarmac wait is drifting toward those marks, note the times.
The Mexican-law layer, now with Aeroméxico's own numbers
Aeroméxico publishes this ladder itself, in its Contrato de Transporte, section 7.3. It's separate from the Customer Service Plan above, and separate from US DOT.
On flights within Mexico, Mexican aviation law sets a floor of compensation when a delay or cancellation is the airline's fault, and Aeroméxico writes that floor into its own Contrato de Transporte (its contract of carriage), section 7.3, "Atención en caso de retrasos y cancelaciones." This is not the discretionary meal-and-hotel plan from the first section, and it is not US DOT. It is the statutory minimum stated in Aeroméxico's own words, so it's a rare case where you can hold the airline to a number it published itself. Here is the ladder it lays out for domestic flights delayed or cancelled through the airline's fault.
A coupon worth 5% of the ticket price.
A coupon worth 7.5% of the ticket price.
You get to choose one of three: (a) a refund of the ticket or the unused portion plus a 25% indemnity, (b) rebooking on the first available flight, with access to phone calls and meals, plus a hotel and ground transport if it strands you overnight, or (c) rebooking to a later date of your choice plus a 25% indemnity. The choice is yours, not the counter's.
Follows the same structure as the four-hour tier above, the same choice of refund plus indemnity, rebooking with care, or a later date plus indemnity.
The gotcha nobody warns you about: those 5% and 7.5% amounts are coupons, not cash. Under section 7.3 they can only be used toward a later flight to the same destination, they are non-transferable, non-cumulative, and cannot be redeemed for money. You have to request one within 30 days of the affected flight, redeem it within 30 days of issue, and it is handled only through Aeroméxico's call center at (55) 5133 4000. The 25% indemnity in the four-hour tier is paid within 10 calendar days of the claim, as long as it is not being legally contested. So set your expectations for a voucher toward another flight, not a wire transfer, and call us if you want help pinning down which tier your delay actually landed in.
The 5%, 7.5% and 25% above are Aeroméxico's domestic tier, for flights within Mexico. On a US-Mexico or Mexico-Colombia route there is no fixed peso or percentage entitlement to quote. Aeroméxico's Contrato de Transporte publishes no numeric international tier at all: section 7.1 on denied boarding covers only "vuelos nacionales" with no international clause, and section 7.3 states that an international delay is subject to the applicable international treaties, meaning Montreal Convention-style liability rather than a set figure. So an international claim falls to treaty law, not a published coupon, and pursuing it is exactly the kind of thing we work with you on the call. Don't expect the domestic coupon on a cross-border ticket.
These figures are Aeroméxico's own statement of the Mexican statutory floor for domestic flights, quoted from its Contrato de Transporte; terms change, so we confirm the current text on the call. The 5%, 7.5% and 25% are passenger entitlements set by law, not our service fee. For international flights, Aeroméxico's contract sets no numeric tier and defers to international treaties.
How fast is the refund? Aeroméxico's own pages disagree
Two published timelines, one airline, and the number you should actually plan around.
Ask aeromexico.com how long a refund takes and the answer depends on which page you land on. The 24-Hour Fare Guarantee page says 10 business days for credit cards and 1 month for cash. The Customer Service Plan says 7 days for credit and debit cards and 20 days for everything else. Both are live on the airline's own site, and they don't match.
We won't pretend to know which one the refunds department follows this week. The practical advice writes itself: plan your finances around the slower pair, 10 business days for a card and up to a month for cash, and treat anything quicker as a bonus. If a refund is owed to you, we submit it, note the date, and chase it when the slower clock runs out, which is exactly the kind of follow-up nobody standing at a counter has time for.
Before you call, have this ready
Sixty seconds of prep, a much faster rebooking.
- Your reservation code and the affected flight number
- The stated cause of the disruption, it decides the meal-and-hotel question under the plan
- Does your route touch the US? That switches on the DOT refund and tarmac layers
- Your real deadline, a cruise, a wedding, an onward flight we should rebook around, not just "the next seat"
Get the cause on the record before you negotiate. Every meaningful entitlement on this page branches on whether the disruption was within Aeroméxico's control, and an hour later that answer gets vaguer, not clearer. Screenshot the app notice, note what the gate agent says, then work the options. It's the first question we ask when you call, because it's the one that decides everything after it.
Frequently asked
Does Aeroméxico give you a hotel when your flight is delayed?+
What does Aeroméxico's Customer Service Plan promise during a delay?+
When am I owed an automatic refund on an Aeroméxico flight touching the US?+
How long does an Aeroméxico refund take?+
Contact options
Reach Aeroméxico directly, or let us work the rebooking or refund.
Contact Aeroméxico directly
The airline's own official channels, free.
These are Aeroméxico's own channels; confirm current delay and refund terms at aeromexico.com, where you can manage the rebooking yourself at no cost.
More Aeroméxico help
Related guides.