Frequently Asked Questions

• The United States Department of Homeland Security (DHS for its initials in English) requires that as of July 19, 2017, safety measures for direct flights to the United States increase, especially the inspection of portable electronic devices larger than a cell phone or smart phone, such as: laptops, tablets, DVD’s, photo and video equipment, etc.
• All Aeromar flights to the United States continue to operate normally. If you have to travel, please arrive on time for the different stages of your trip, including the check-in, the inspection at the airport inspection points and at the boarding gate. You may be subject to inspections and additional questions.
• It is commonplace that we summon our passengers to the boarding gate, so we kindly request that you do everything possible to help us allow the flight to depart on time.
• The safety of our customers and crew will always be our top priority, so we will continue to work very closely with the United States government.
• Thank you for your patience and understanding in helping us meet the additional security requirements of the United States government.
• For more information go to the following link: https://www.dhs.gov/aviation-security

The Federal Aviation Administration of the United States (FAA) has advised that traveling on aircraft with a Samsung Galaxy Note 7 is PROHIBITED. Aeromar will comply with this measure on all our flights (national and international).

Domestic Flights

In the event of passengers exceeding their baggage allowance, a fee of 199.00 pesos including Mexican National VAT will be charged for each 2.2 lbs. (1 kg) of excess, with a limit of 22 lbs. (10 kg). If the excess baggage goes beyond 22 lbs. (10 kg) and up to 55 lbs (25 kg) the excess will be charged as a piece of additional baggage with a cost of 1199.00 pesos including Mexican National VAT. Additional and excess baggage may be subject to freight restrictions.

International Flights

-NATIONAL DEPARTURES: A fee of USD 22 VAT included will be charged for each 2.2 lbs. (1 kg) of excess, with a limit of 11 lbs. (5 kg). If the excess baggage goes beyond 11 lbs. (5 kg) and up to 50 lbs (23 kg) the excess will be charged as a piece of additional baggage with a cost of USD 115.00 VAT included. Additional and excess baggage may be subject to freight restrictions.

-INTERNATIONAL DEPARTURES: A fee of USD 19 VAT included will be charged for each 2.2 lbs. (1 kg) of excess, with a limit of 11 lbs. (5 kg). If the excess baggage goes beyond 11 lbs. (5 kg) and up to 50 lbs (23 kg) the excess will be charged as a piece of additional baggage with a cost of USD 99.00 VAT included. Additional and excess baggage may be subject to freight restrictions. Passengers connecting from another airline should consult the policy of the original airline.

Depending on fare classes of reservation on Aeromar’s segments each passenger may carry free of charge 1 or 2 pieces of baggage not exceeding 25 kg each for domestic routes or may carry free of charge 1 or 2 pieces of baggage not exceeding 23 kg each for international routes, except for those passengers who have disclaimed their right to transport their free baggage allowance on exchange of preferential discounted fares. See table below.

Are those personal items transported, free of charge, by the passenger in their custody and responsibility within the cabin of the aircraft. The carry-on baggage can be a laptop, briefcase or bag that does not exceed the dimensions of 8.7” x 15” x 25.6” (22 x 38 x 65 cm) and whose weight does not exceed 22 lbs. (10 kg).

The liability of the airline for loss or damage of checked baggage is limited by what is established by applicable international and national legislation. In case of damage, loss or delay of checked baggage, the passenger must make a direct and immediate claim with the Company by filling in the corresponding form.

Dangerous Goods are articles or substances that, when transported by air, can constitute a significant risk to health, safety or property. Given the characteristics of air transport, which requires an operation with 100% safety, there are some articles whose air transportation is prohibited according to the General Connecting Routs Law (Ley de Vías Generales de Comunicación) and the regulations of the Airline Companies; which are closely monitored by the various authorities.

Dangerous goods, balloons, balloons and/or inflated balls, fishing poles, umbrellas, spears, darts, baseball bats, household tools, surgical instruments, glass, mirrors or any other article that in the company’s opinion represents a danger for the aircraft or its passengers.

Yes, infants younger than 7 days must travel with a doctor or nurse, plus a medical certificate (INCAD (Incapacitated Passengers Handling Advice) I) or medical waiver. Cover the charge for issuing the ticket of MXN 290.00 of Mexican National VAT included, per flight.

No, you can bring an infant under your care without the right to a seat, nor right to free baggage.

An infant occupying a seat will pay the available fare for that flight. If two infants travel with an adult, the second infant will pay as stipulated in the previous point.

Infants can only travel if they are 10 or more days old and with presentation a medical certificate.

For Domestic flights:

From 5 years of age and up to 11 years and 11 months old; minors can travel alone without a companion, as long as the parent or guardian provides their written authorization and completes the form designed for it directly at the Aeromar counter at the airport. Paying the current administrative charge.

Young people at least 12 and under 18 years of age are considered as unaccompanied minors only at the request of the person in charge. In case of traveling without custody on the Airline and at the request of the parent or guardian, the letter of liability exemption must be signed directly at the check-in counter.

For International flights:

On these flights, custody as an unaccompanied minor is considered mandatory until the age of 18, if the minor is of Mexican nationality, he/she must fill out the SAM (form for exit from Mexican territory (formato de autorización de salida del territorio de los Estados Unidos Mexicanos)) Form of the INM (National Immigration Institute (Instituto Nacional de Migración)) that can be filled out online in the following link:

http://www.inm.gob.mx/index.php/page/autorizacion_menores

Because available space is limited, strollers or baby seats are not allowed in the passenger cabin. It will be possible to take them to the door of the aircraft where they will have to be handed over to the airline staff to be deposited in the baggage compartment the same will be delivered upon arrival at the aircraft door.

They can be transported until the end of the seventh month of pregnancy. If they are beyond the 7 months, they will be asked to fill out and sign the “PREGNANT PASSENGER” form and must show a Medical Certification or INCAD I, indicating that you are in the best conditions to fly. If the pregnancy is high risk, you must sign a waiver letter, submit a medical waiver and a Medical Certification (INCAD I). It does not matter how many months pregnant you are.

Yes, for adequate service it is important to provide notice of your special needs when making your purchase.

If the passenger already has a ticket, he will be subject to the payment of the corresponding charges, which will be determined when making his new reservation or when he arrives at any AEROMAR counter or office. If the passenger does not have a ticket, their reservation is simply canceled. (if the passenger already has a ticket, they must inform the person who assists them so that the corresponding charges are indicated)

As a security measure, it is essential to present an IFE Federal Electoral Institute (Instituto Nacional Electoral) Credential, passport, driver’s license, professional ID, INAPAM National Institute of Senior Persons (Instituto Nacional de las Personas Adultas Mayores) credential or school credential with photograph for minors under 18 years of age, said documents must be valid. In the case of infants (under 2 years old), a birth certificate must be presented.

Our passengers can perform their Web Check-In from 24 and up to 2 hours before their flight. Web Check-In, allows you to select your seat, print your boarding pass and if you check baggage, you can check it at the special counter.

Passengers must show up at the airport counters 45 minutes before the departure time of the flight for national routes and 90 minutes before for international travel. Only applies to flights operated by Aeromar.

Yes, instruments that fit under their seats or in overhead baggage compartments such as: flutes, violins, trumpets, etc.

If they are bulky or if due to their nature is necessary to use a seat, you must pay full fare to transport it, as long as it does not measure more than two meters in terms of the sum of its linear dimensions, does not weigh more than 101.4 lbs. (46 kilos), it shall be placed in the seat next to the owner, who will be responsible for its care and for securing it with the belt.

Aeromar allows the transporting of human ashes in the passenger cabin as carry-on baggage and as checked baggage, in both cases having been inspected by X-ray.

In case of being transported as carry-on baggage, the passenger will be responsible at all times for carrying the urn.

At the time of check in, the passenger must present the death certificate, the cremation certificate and the human ashes inside an urn for transportation, sealed and protected to prevent its possible opening.

Sure! Surfboards are allowed, observing the following indications:

• Surfboards that measure up to 7.87 feet (2.40 meters) will be accepted without conditions.
• Surfboards that measure between 7.87 feet (2.40 meters) and 9.51 feet (2.90 meters) will be accepted conditionally; the passenger must sign the liability exemption on the baggage tag and in addition the label “Subject to Space Available” will be placed on the surfboard.
• Tables that exceed 9.84 feet (3 meters) will not be accepted.

They are considered as part of the baggage allowance, which should not exceed 55 lbs. (25 kg), otherwise you would have to pay excess baggage.

The transporting of sporting and hunting firearms, as well as their ammunition on international flights, only applies to the HMO-TUS and TUS-HMO routes.

• Only sporting and hunting firearms that are unloaded shall be transported. The weapons and the cartridges must be inside a rigid container that protects them completely and that has an adequate lock, in such a way that the weapon and the cartridges cannot be accessed by the ends of the packaging, likewise the possessor must submit the corresponding permits that are required in Mexico and the United States for their carrying and transportation.
• Due to the design, weight and balance of the aircraft, Aeromar may restrict the transportation of weapons and cartridges on its flights.
• International regulations and firearms laws may vary depending on the country of destination, so the passenger must be informed regarding regulations or compliance with the laws of each country for the transportation of weapons; and for the consequences resulting from the breach of said regulations or laws.

The payment for the transporting of firearms and ammunition will be per FLIGHT and not per RESERVATION, even on flights sold in codeshare; for example:

In a reservation from MEX to TGZ via OAX, two charges will be made for firearms, one for the MEX-OAX flight and another for the OAX-TGZ flight.

To request more detailed information on procedures, as well as, prices for the transportation of firearms and ammunition for flights within the Mexican Republic, please contact our Call Center department at the following numbers:

From Mexico City: 01(55) 5133 1111

or from other locations within Mexico: 01 800 237 6627

or email us: arpel@aeromar.com.mx.

If you wish to transport firearms, you must present yourself at the Aeromar counters at least two hours before your flight to carry out the necessary procedures with Aeromar and the corresponding authorities.

The maximum number of firearms a passenger can carry per flight is two (two short weapons, or two long weapons, or one short and one long). Likewise, the maximum number of cartridges per passenger is 11 lbs. (5 kg) and the maximum amount of cartridges per flight is 55 lbs. (25 kg). Cartridges must be separated from weapons and in different packages.

If the aircraft carries the limit of 55 lbs. (25 kg) per flight, the passenger will have to change to the next flight, with reimbursement for the change charge, but the payment for the difference in fare is NOT REIMBURSED.

Yes, for security reasons their use is allowed only when indicated by the Chief Purser.

Blood may only be transported on domestic flights and only on routes operated by Aeromar.

An original certificate must be presented with the full name, signature and professional certification of the doctor, or stamp of the institution that authorizes the transfer, as well as their telephone number (this last information is optional).

The passenger or his companion will be responsible at all times for carrying and protecting the container.

The specifications of the container for acceptance in the passenger cabin are the following:

• The container should be made of rigid material such as: metal, plastic or expanded polystyrene.
• It must not exceed the following dimensions: 15.75” x 11.81” x 7.09” (40 cm x 30 cm x 18 cm).

Maximum 10 units of blood per passenger will be accepted.

We recommend that you make a reservation at our reservation center, because the reservation of two (2) seats for the same person cannot be completed online.

If the flight is full and you have not reserved a second seat, boarding may be denied for security reasons, if your size does not allow you to sit in one (1) single seat.

The check in process must be carried out at the airport counters. Web check-in is not available at the moment.

For your information, the width of our seats between the 2 armrests is:

• Aircraft ATR-42, 17 inches = 43 cm. wide
• Aircraft ATR-72, 18 inches = 45 cm. wide

If the width of your waist is greater than these measures, we recommend reserving a second seat. In this manner, you will ensure that you travel with an empty seat next to you, for your comfort and safety. However, it is very important to advise you that the AEROMAR fleet is made up of ATR 42 and ATR 72 equipment, depending on the equipment in which they fly they may have folding armrests.

People who are paralyzed or without upper limbs, but who can use their lower extremities, can travel unaccompanied. On board, assistance will be provided to fasten and unbuckle the safety belt, and to place and adjust the oxygen mask if necessary. In contrast, assistance does not include:

• Help eating or taking medications
• Assistance in the toilets
• Any other assistance of a personal nature

Therefore, it is necessary to make sure that the person traveling alone satisfies all of the conditions necessary to travel by aircraft, without outside assistance.

Our aircraft do not have electrical outlets to connect breathing apparatus on board. Therefore, the passenger must verify the autonomy of the device and, if necessary, provide additional batteries.

Passengers who require one may use a Portable Oxygen Concentrator without restriction.

According to CO SA-09.2/13 authorized POCs are equipment certified for use in aviation according to the standards of the Radio Technical Commission for Aeronautics, (RTCA for its acronym in English), the models on the market can be found at the following web address for quick reference:

http://www.faa.gov/about/initiatives/cabin_safety/portable_oxygen/

Passengers who require one may carry a Portable Oxygen Concentrator (POC) with them under the following conditions:

• The portable oxygen concentrator (POC) is considered non-hazardous material and is included in the assistance items. It does not count towards the baggage limits on board, regardless of whether they are used on board or not. They must be the right size to fit under the seat or in the overhead compartment.
• Additionally, the user must ensure that the batteries carried in the POC on board the aircraft are protected from a possible short circuit, as well as to pack them in such a way as to prevent physical damage to the unit.
• When a POC is carried as carry-on baggage and is not used during the flight, the battery should be removed and packaged separately, unless the POC contains at least two guard mechanisms to prevent accidental operation of the device.
• To prevent accidental activation, for POCs that are transported as checked baggage, the batteries must be removed and placed in carry-on baggage. Such batteries should be adequately protected to avoid any short circuit.

If a passenger needs to use a POC on board, he or she must satisfy the following requirements before boarding the aircraft:

• The passenger must notify the airline that he or she will travel and/or use a POC on board the aircraft, for which he or she must present a medical certificate authorizing him/her to travel by aircraft, which must contain the full name, the professional credential, the address, telephone number and signature of the attending physician.
• The passenger traveling with a POC will not be able to be seated in an emergency exit row, in case of needing to use it in flight, they must notify the Flight Crew.

The concentrator must be carried by the passenger and presented to the Passenger Service Agent and Flight Crew when requested at any time during their trip. It will be the passenger’s responsibility to ensure that they have enough batteries to power the POC during the flight, if required.

Take into account that our aircraft do not have electrical outlets to connect breathing apparatus on board, therefore, the passenger should verify the autonomy of the device, and if necessary, provide additional batteries, in case of deviations or delays.

When making the reservation, it is suggested that you inform us that the person has an intellectual disability and indicate the type of assistance required.

Assistance to people with intellectual disabilities does not include:

• Help eating or taking medications
• Assistance in the toilets
• Any other assistance of a personal nature

Therefore, it is necessary to make sure that the person traveling alone satisfies all of the conditions necessary to travel by aircraft, without outside assistance. Otherwise, to avoid difficulties on board, we recommend that people with intellectual disabilities travel accompanied.

Aeromar allows the vast majority of people with intellectual disabilities to travel alone. To this end, they must be able to understand and apply safety measures. However, it is necessary to take into account the characteristics of an aircraft voyage:

• The path through big airports can be complex, long and exhausting.
• The security, police and customs procedures can be long, stressful and, sometimes, intrusive.
• In international airports, difficulties that the language and orientation may pose are real.
• The flight may be disturbed by turbulence and/or require unusual safety measures.

Note: for certain types of deficiencies that cause memory or orientation losses (e.g. Alzheimer’s disease), the risks of not following the crew’s instructions are real: for example, deboarding without waiting for the expected assistance; which can have serious consequences (the person can get lost inside or outside the terminal, using inappropriate means of transport, locating difficulties, etc.)

If the person who is going to travel might be in this situation, we recommend that they travel accompanied.

The assistance services for people with hearing disabilities or deafness are limited due to their autonomy.

Please note that in the country there are still not enough certified Mexican Sign Language interpreters to train the staff of all the airlines. Do not hesitate to inform us about your disability, no later than 48 hrs. prior to the trip, so that we can offer the necessary assistance.

Emotional support animals can travel in the cabin with you, demonstrating with medical documents (Letter from the attending psychologist or psychiatrist) that it is essential that you travel with them. The certificate must have been issued within one year, counting from the initial date of the trip and must specify that the patient is under professional care and requires the animal for traveling on the aircraft

In the absence of the required documentation, it will be treated like a pet and must travel in the baggage compartment of the aircraft, assuming the cost for the transportation of the pet and satisfying the requirements for it.

Aeromar transports your guide dog or any other Service animal free of charge in the cabin. The conditions of acceptance and transport are the following:

• Your Service animal must respect all the sanitary requirements of the departure, arrival and/or connection countries.
• Must be clean, and wear a collar and identification on the neck. If not, you must justify its role as a Service animal.
• A muzzle is not mandatory.
• Must remain on a leash at all times.
• It should not impede the aisles.
• Its behavior must be above reproach under all circumstances.
• We will propose a seat with as much space as possible, but your Service animal will not be able to occupy a seat. Emergency exits rows are prohibited.

If you have a service animal, such as a guide dog, you can travel with it. If you require your service animal to travel by your side, remember that it cannot occupy a seat, even if it is unoccupied, or impede the movement of other passengers or their comfort. If you are traveling with a guide dog, you will be assigned an aisle seat.

If you are traveling on an international flight, bear in mind that most countries have very strict policies regarding the arrival of foreign animals, take all precautions to avoid delays and misunderstandings at customs. Some measures include having a passport that certifies the animal as a service animal and an official book of applied vaccines.

Upon arrival on board, the cabin crew will help you get situated and provide you information about your environment on the aircraft, such as proximity to doors and emergency exits, toilet location, location of buttons to summon the Flight Crew, and will also provide you with safety information personally, as applicable, the use of the safety belt and any security situation that passengers should be aware of.

On board all of our aircraft, we have Security Instructions in Braille and Macrotypes at your disposal. In case you do not understand the security instructions contained therein, you should consult the Flight Crew.

During meals, if desired, the onboard staff can describe and explain the composition of the food.

Finally, the Flight Crew will assist you moving to the toilet, but cannot provide assistance within it.

Yes, if your wheelchair uses batteries, in order to be transported they must be of the so-called “Dry” (gel and lithium batteries) type, the transporting of wheelchairs that use wet batteries is prohibited.

Take into account that if the batteries of your chair do not satisfy the safety requirements, this could prevent you from traveling.

In case your wheelchair is checked at the counter and stored in the baggage compartment, we will provide one as a loan so that you can move from our counters to the boarding room and the aircraft to the baggage reclaim hall on arrival, as well as an aisle chair getting in and out of the aircraft.

Aeromar transports a wheelchair or personal, manual or electric mobility equipment for free. A second wheelchair will be considered within the baggage allowance, if it exceeds the current allowance the charge for excess baggage would be applied.

At AEROMAR we do not have equipment to refrigerate medications; take your precautions such as traveling with a thermos or sealed thermal bag, as required for the preservation of your dose.

Yes. Take your medications and required doses in your carry-on, do not check them with your checked baggage. It is highly recommended that you have your medical prescription on hand too; preferably written in English if your flight is international; make sure the prescription indicates whether you need to use syringes for the application of the dose

Keep in mind that it is an international policy that no member of the Flight Crew is allowed to help you consume your food or with your personal hygiene. Nor are they allowed to carry a passenger or provide medical assistance, such as injections. In case you require any of this type of assistance, it is recommended that you travel with a companion who can support you.

On-board assistance, provided by the Flight Crew, includes:

• Assistance moving to and from your seat, as part of boarding and deboarding procedures.
• Assistance in provisioning of food, for example, opening packages and identifying food.
• Assistance for a semi-ambulatory person to move to and from the toilets, without carrying them.
• Assistance storing carry-on baggage.

Your boarding is a priority, with the intention that with the pre-boarding you are allowed to settle quietly on board before the arrival of the other passengers and be taken in individually by the crew, who will provide you information useful for traveling in optimal safety and comfort conditions.

No, you cannot check in via web, it is very important that you arrive at the counters 1 hour before the departure of the flight to optimally organize the required assistance

Aeromar advises you to arrive at the airport 1 hour before the departure of the flight to optimally organize the required assistance.

People with disabilities can travel without needing to present medical proof or sign waiver letters or other forms or special requirements, except in the following cases:

• Travel in incubator.
• Need medical oxygen during the trip.
• Have a health condition that raises a reasonable doubt that you are able to complete the trip safely.

You need a medical authorization to travel if you identify with any of the following points:

• Have a contagious disease.
• Have a medical condition that, with respect to its impact, represents a risk for other passengers and the crew.
• If you need constant medical monitoring, or medications to control your health. Take into account that the Flight Crew is not authorized to apply injections.
• If your health may be threatened by the duration of the flight.
• If you require some specific rest position, taking into account the space restrictions of the ATR equipment.
• If your pregnancy is atypical or if you are more than 7 months pregnant.
• If you travel with an emotional support animal on National and International flights.
• If you travel with a Services animal on national flights.

If you require a companion but you do not have any support, you must take into account that AEROMAR is not obligated to contract or obtain one for you.

The companion must meet the following requirements:

• Be of legal age, in full use of their physical and mental faculties.
• Is not occupied caring for a person with a disability or with reduced mobility at the same time as a child under 4 years of age or another person with a disability or with reduced mobility.

For the safety of passengers with disabilities or those with reduced mobility, consider traveling with a companion if you identify yourself with one or more of the following points:

• You cannot move on your own from your wheelchair to a seat or toilet.
• You are not able to move freely without help.
• You cannot communicate despite assistance with language.
• You cannot unbuckle and fasten the seat belt by yourself.
• You cannot take a life-jacket from its location and put it on by yourself.

The role of your companion is to assist you in case of emergency and, specifically, if evacuation of the aircraft is necessary.

It is advisable to inform the airline if you have any type of disability and what kind of help it requires for your effective movement or communication, with 48 hours advanced notice prior to your flight.

If you have trouble using stairs, or cannot use them.

If the distance between the check in counters and the boarding gate tires you, considering that in some airports the distances between these two points is substantial.

If you require a wheelchair and/or aisle chair to enter and exit the aircraft.

If you require and are traveling with a service animal.

If you travel in large groups and if the majority have a disability or health condition.

If you require medical assistance on board the aircraft.