Aeromexico Customer Service: How to Get Help With Flights, Baggage, Refunds and More

Last Updated: August 2026

Editorial Review: This guide has been reviewed for clarity, usefulness, and accuracy based on publicly available airline information. Airline policies, contact options, fees, and response times can change, so travelers should confirm the latest details before making important booking decisions.

Quick Answer: How Do You Get Help From Aeromexico?

For most common travel issues, the fastest option is to first check your booking online through Aeromexico’s Manage My Trip section. Depending on your ticket and the type of request, you may be able to change a flight, review your booking conditions, choose a seat, add baggage, check in, or manage other parts of your trip without calling. For cancellations and refunds, follow the options shown in your booking or use Aeromexico’s official refund process. 

For urgent travel problems, complicated bookings, baggage issues, special assistance, or situations that cannot be resolved online, Aeromexico customer service may offer additional support through its available contact channels.

The best option depends on what problem you need to solve.

Find the Right Aeromexico Support Option for Your Problem

The quickest way to get help is to match your issue with the right support channel. Calling is not always necessary, especially for simple booking changes or travel preparation.

Your Travel Issue	Best Place to Start
Change an eligible flight	Manage My Trip
Cancel a booking or request a refund	Review your booking, use Aeromexico’s official refund process, or contact the original booking provider
Check refund eligibility	Booking details or refund support
Select or change a seat	Manage My Trip
Add baggage	Manage My Trip or app
Check baggage allowance	Aeromexico Baggage Fees guide
Complete check-in	Website or Aeromexico app
Delayed or missing baggage	Airport baggage desk first
Special assistance	Booking management or customer support
Aeromexico Rewards issue	Rewards account or support
Urgent problem close to departure	Customer support
Booking made through an agency	Original travel agency or booking provider

A good rule is simple: try self-service first for routine requests and use direct support when the situation is urgent, unusual, or cannot be completed online.

What Can You Do Online Without Contacting Aeromexico?

Many routine travel tasks can be handled through your booking. This can save time and help you avoid waiting for phone or chat support.

Depending on your booking, you may be able to:

• Review your itinerary
• Check your fare conditions
• Change an eligible flight
• Review cancellation conditions and any available travel-credit information
• Start a cancellation or refund request through the options shown in your booking, Aeromexico’s official refund process, or the original booking provider 
• Review booking conditions and any available cancellation or travel-credit information. 
• Add baggage
• Select or change your seat
• Complete online check-in
• Access your boarding pass
• Update certain travel details
• Request available travel services

To access your reservation, you will usually need your:

• Booking reference
• Passenger last name
• Aeromexico Rewards login, if applicable

Before making any changes, review the options shown on your booking carefully. Fees, fare differences, refunds, or travel credits can depend on the ticket conditions.

If you need help understanding baggage charges before modifying your booking, visit the Aeromexico Baggage Fees page. For a broader comparison of airline baggage rules, you can also explore the Airline Baggage Fees.

Looking for available fares, travel offers, or booking options? You can also speak with our travel assistance team at +1-855-510-5187 or +44-800-031-4242.

How to Contact Aeromexico Customer Service

Aeromexico offers different contact options depending on your location and travel issue. The most appropriate option may include online support, phone assistance, chat, airport staff, or the original travel agency.

For travelers in the United States, Aeromexico has published the customer service number 1-800-237-6639 (1-800-AEROMEXICO). Because contact details can change by country, travelers should always verify the current number for their location through Aeromexico’s official contact information.

Phone support is generally more useful when:

• Your flight is approaching soon
• You have an urgent travel issue
• Your online booking is showing an error
• You have a complex itinerary
• You need help with a special travel request
• You cannot complete a transaction online

Before contacting Aeromexico customer service, keep your booking details ready. This can make the conversation much faster.

Have your:

• Booking reference
• Passenger name
• Flight number
• Travel date
• E-ticket information, if available
• Clear explanation of the issue

When Should You Use Phone, Chat, or Online Support?

Not every problem requires the same type of help. Choosing the right channel can save you time.

Use Manage My Trip when:

• You want to review your booking
• You need to make an eligible flight change
• You want to add services
• You need to select a seat
• You want to check in
• You need to review cancellation options

Use customer support when:

• Your travel date is close
• The website is not processing your request
• Your booking is complicated
• You need clarification about a booking problem
• You have a special travel requirement

Use airport staff when:

• Your baggage is missing or damaged
• You have an immediate problem on the day of travel
• You need assistance with a disruption at the airport

Contact your travel agency when:

Your ticket was booked through a travel agency, online travel agency, or another booking provider.

In many cases, the company that issued the ticket may need to handle changes, cancellations, or refunds. Check your booking confirmation to understand who issued your ticket.

For more airline contact guides, you can also visit the Customer Service.

How to Change an Aeromexico Flight

You may be able to change your Aeromexico flight online if your fare allows changes. The cost and available options depend on your ticket conditions and the new flight you choose.

A simple way to start is:

1. Open Manage My Trip.
2. Enter your booking details.
3. Select the flight you want to review.
4. Look for available change options.
5. Compare the new flight and any additional cost.
6. Confirm the change only after reviewing the final details.

Your ticket may involve:

• A fare difference
• A change fee, depending on the fare conditions
• A travel credit or other option
• Restrictions on certain ticket types

Do not assume that every fare can be changed in the same way. The conditions attached to your specific ticket are what matter most.

If you booked through another company, contact that booking provider before making changes.

Need help exploring alternative travel options or current offers? Contact our travel assistance team at +1-855-510-5187 or +44-800-031-4242.

How to Cancel an Aeromexico Booking and Request a Refund

Whether you can receive a refund depends on your ticket, the reason for cancellation, and the applicable booking conditions.

Before cancelling, always check what Aeromexico or your booking provider is offering. Depending on your situation, you may receive:

• A refund to the original payment method
• A travel credit or voucher
• A partial refund
• No refund under the ticket conditions

In some situations, passengers may also have cancellation rights based on the rules that apply to their country of purchase.

Before cancelling, check:

• Your fare type
• The cancellation deadline
• Any applicable fees
• Whether the ticket is refundable
• Whether you will receive cash or a travel credit
• Whether unused taxes may be refundable

A simple process may look like this:

1. Open your booking and review the cancellation conditions.
2. Check whether a cancellation option or refund-request link is available.
3. If neither option appears, use Aeromexico’s official refund process or contact the original booking provider.
4. Review any refund amount, travel credit, fees, and conditions before submitting the request.
5. Submit the request only when you understand the outcome.

Important: Once a cancellation is completed, it may not be possible to restore the original booking.

Understanding Your Fare Before Asking for Help

Your fare conditions often determine what customer support can do for your booking.

Two passengers on the same flight may have very different options because they purchased different ticket types.

Before contacting Aeromexico customer support, check:

Question	Why It Matters
Can I change my ticket?	Determines whether a new flight may be available
Is my ticket refundable?	Helps you understand your cancellation options
Is there a fare difference?	May affect the total cost of changing flights
Are there additional fees?	Helps you compare your options
Can I receive a travel credit?	Important if a cash refund is not available
Did I book through another company?	The booking provider may need to assist

Checking these details first can prevent unnecessary calls and help you explain your problem more clearly if you do need support.

Aeromexico Baggage Assistance: What to Do Before and After Your Flight

Baggage questions should be handled differently depending on whether your trip has started.

If you are planning your trip, start by checking your baggage allowance and any applicable fees. Your allowance may depend on:

• Route
• Cabin
• Fare type
• Frequent flyer status
• Type of baggage

For a detailed breakdown, see the Aeromexico Baggage Fees guide.

If you are unsure about cabin bags, personal items, or check-in timing, the Aeromexico Carry-On & Check-In guide can help you prepare before heading to the airport.

If Your Bag Is Delayed or Missing

Report the problem before leaving the airport whenever possible.

Go to the Aeromexico baggage service area and explain that your baggage has not arrived.

You may receive a baggage report or reference number. Keep this information safe because it can be important when tracking the case or submitting supporting documents.

Also keep:

• Your boarding pass
• Baggage receipt or tag
• Booking confirmation
• Receipts for essential purchases, where applicable

If your baggage is damaged, report that as soon as possible and follow the instructions provided by the airline or baggage service team.

How to Get Aeromexico Check-In Support

Most passengers can complete check-in online, but support may be needed if there is a document, booking, or technical issue.

Online check-in can usually be completed through the Aeromexico website or mobile app when available for your flight.

A typical process includes:

1. Open the check-in section.
2. Enter your booking details.
3. Confirm passenger information.
4. Select or confirm your seat, if available.
5. Review your flight details.
6. Save or access your boarding pass.

Check-in availability and timing may vary depending on the route, airport, and travel documents.

For a detailed explanation of what to bring, when to check in, and what you can carry onboard, visit the Aeromexico Carry-On & Check-In page. You can also compare airline check-in information through the Carry-On & Check-In.

Can Aeromexico Customer Service Help You Change Your Seat?

Yes, seat-related changes may be available depending on your booking and seat availability.

The easiest place to start is usually Manage My Trip, where you can view available seating options.

You may be able to:

• Select a standard seat
• Change your existing seat
• Pay for a preferred seating option
• Explore extra-legroom seating
• Check available cabin upgrades

The price and availability of a seat can change depending on the flight and demand.

For a full guide to AM Plus, preferred seating, seat maps, extra legroom, and upgrade options, visit the Aeromexico Seat Selection & Upgrade guide.

Travelers comparing seat policies across airlines can also explore the Seat Selection & Upgrade.

Special Assistance: When Should You Contact Aeromexico?

Request special assistance as early as possible so the airline has time to review and arrange your needs.

Depending on your trip, assistance may be available for passengers who need support with:

• Wheelchair services
• Reduced mobility
• Visual or hearing assistance
• Medical equipment
• Other accessibility requirements
• Children travelling under special arrangements

Requirements can vary depending on the type of assistance and route.

If you need medical clearance or are travelling with specific equipment, contact the airline early rather than waiting until the day of departure.

It is also helpful to keep confirmation of any assistance request with your travel documents.

Can You Request a Special Meal?

Special meals may be available on eligible flights, but options and deadlines can vary.

If a special meal is offered for your flight, check whether you can request it through your booking or whether customer support is required.

Available options may include meals based on:

• Religious preferences
• Dietary requirements
• Medical needs

Not every meal type is available on every route or aircraft.

For the best chance of having your request processed, make it well before departure and check your booking afterward to confirm the request.

Aeromexico Rewards Support: How to Get Help With Points and Benefits

Aeromexico Rewards members can usually start by checking their account online.

Depending on your account and activity, you may be able to:

• View your points balance
• Review recent activity
• Check membership benefits
• Review eligible reward bookings
• Submit a request regarding missing activity

If points from an eligible flight do not appear in your account, keep your:

• Ticket number
• Flight number
• Boarding pass
• Travel date

Reward tickets may follow different rules from standard paid tickets, especially when it comes to changes and cancellations. Always review the conditions before modifying a reward booking.

What Should You Do If Your Aeromexico Flight Is Delayed or Cancelled?

First, check your booking and airport information before making another travel arrangement.

When a flight is delayed or cancelled, the available options can depend on:

• The reason for the disruption
• Your route
• Local passenger protection rules
• The length of the delay
• Your ticket conditions
• Available alternative flights

Possible options may include:

• Rebooking
• Waiting for the next available flight
• A refund in certain situations
• Other assistance required under applicable rules

If your departure is approaching, airport staff or direct customer support may be more useful than waiting for an online response.

Keep all important travel documents and receipts if the disruption results in additional expenses.

How to File a Complaint or Escalate an Unresolved Issue

If your problem remains unresolved, submit a clear written complaint with supporting information.

Include:

• Booking reference
• Flight number
• Travel date
• Passenger name
• Clear description of what happened
• Copies of receipts or supporting documents
• The resolution you are requesting

Keep your explanation factual and easy to follow.

Instead of writing a long message with multiple unrelated issues, explain the situation in order:

1. What you booked
2. What happened
3. What steps you already took
4. What response you received
5. What outcome you are requesting

Depending on your route and country, you may also have access to external consumer protection or aviation complaint processes.

What Information Should You Have Before Contacting Aeromexico?

Having the right details ready can make your support request much easier to handle.

Prepare this checklist before contacting Aeromexico:

• Booking reference or PNR
• Passenger name exactly as shown on the ticket
• Flight number
• Travel date
• E-ticket number, if available
• Description of the problem
• Screenshots of any website errors
• Payment information for refund-related issues
• Baggage report reference, if your bag is delayed or missing
• Receipts or other supporting documents

It also helps to know exactly what you want.

For example:

“I want to move my Mexico City to Los Angeles flight from August 15 to August 16.”

This is much easier for a support agent to understand than:

“I need help with my booking.”

Clear information usually leads to a clearer answer.

Real Travel Situations: Which Support Option Should You Use?

Scenario 1: You Need to Change Your Flight

A traveler has an eligible ticket and wants to travel one day later.

They first open Manage My Trip and compare the available flights. The system shows the new price and any difference before they confirm.

Best approach: Try the booking management tool first. Contact support if the change cannot be completed online.

Scenario 2: Your Checked Bag Did Not Arrive

A passenger lands in Cancún, but their bag is missing.

They go directly to the baggage service desk before leaving the airport and receive a reference number for the report.

Best approach: Report the issue immediately and keep all baggage documents.

Scenario 3: You Need Wheelchair Assistance

A traveler is booking a trip for an elderly parent who will need help moving through the airport.

They request assistance as early as possible and confirm that the request is attached to the booking.

Best approach: Do not wait until the airport. Arrange assistance well before departure.

Scenario 4: You Want to Sit Together as a Family

A family has already booked their flights but did not choose seats.

They check their reservation and review the available seats together.

Best approach: Check seat availability early. For a detailed explanation of seating options, use the Aeromexico Seat Selection & Upgrade guide.

Scenario 5: Your Booking Was Made Through a Travel Agency

A passenger wants to cancel a ticket purchased through an online travel agency.

Before contacting Aeromexico, they check who issued the ticket and contact the original booking provider.

Best approach: Start with the company that sold or issued the booking, especially when changes or refunds are involved.

Common Mistakes to Avoid When Contacting Aeromexico

Avoid these mistakes to save time:

Calling before checking your booking

Many simple requests can be completed online.

Cancelling without reviewing the result

Always check whether you will receive a refund, credit, or no value before confirming.

Using an unverified contact number

Use contact information from Aeromexico’s official channels rather than relying on unknown third-party websites.

Leaving the airport without reporting missing baggage

Report delayed or missing baggage as soon as possible and keep your reference number.

Waiting until the day of travel to request assistance

Special arrangements may require advance notice.

Contacting the wrong company

If another travel agency or booking provider issued your ticket, that company may need to handle some changes or refund requests.

Before You Travel: Aeromexico Support Checklist

Before heading to the airport, take a few minutes to check:

• Your flight date and time
• Your fare conditions
• Your baggage allowance
• Your seat assignment
• Your check-in availability
• Any special assistance request
• Your passport and travel document requirements
• Your booking reference

For baggage preparation, visit the Aeromexico Baggage Fees page.

For check-in and cabin baggage information, see Aeromexico Carry-On & Check-In.

For seating decisions, including AM Plus and extra-legroom options, visit Aeromexico Seat Selection & Upgrade.

You can also explore the Customer Service, Airline Baggage Fees, Carry-On & Check-In, and Seat Selection & Upgrade for information about other airlines.

For assistance with available travel options, fares, and current offers, you can reach our team at +1-855-510-5187 or +44-800-031-4242.

Key Takeaways: Aeromexico Customer Service

• Start with Manage My Trip for routine booking tasks.
• Check your fare conditions before requesting a flight change or cancellation.
• Use verified Aeromexico contact information for phone or other direct support.
• Report delayed or missing baggage as soon as possible, preferably before leaving the airport.
• Keep your booking reference, flight information, and supporting documents ready.
• Request special assistance well before your travel date.
• Review your Aeromexico Rewards account online before contacting support about points.
• Check the original booking provider if your ticket was purchased through a travel agency.
• Use the right support channel based on the problem you need to solve.

Frequently Asked Questions

Source verification: This page is based on publicly available Aeromexico information and general airline travel procedures, reviewed in August 2026.

Support channels, contact details, fare rules, fees, baggage procedures, and response times may change. Always verify the latest information through Aeromexico’s official channels before making important travel decisions.

FlyTripInfo provides independent travel information and is not affiliated with Aeromexico.