Frequently Asked Questions
| Why should I purchase a vacation package with Aeromexico Vacations? |
By purchasing flight, hotel, and activities with Aeromexico Vacations, you are saving time as well as money. You'll always get the lowest airfare on Aeromexico with the purchase of a Aeromexico Vacations vacation package. In addition, we negotiate discounted hotel and car rental rates and pass the savings to you.
| What origins and destinations does Aeromexico Vacations offer? |
Aeromexico Vacations offers great vacation packages from several cities in the U.S. and Canada served by Aeromexico to vacation destinations in Mexico and select destinations Central and South America destinations.
| Why aren't all destinations and packages available to purchase online? |
Some of our more specialized packages require customization, and need to be handled by one of our professional travel agent partners or our Reservations Center. In addition, our reservationists are able to submit a request for special services such as handicap-accessible rooms. Please call your travel agent or 1-800-934-4488 for assistance. A $20 charge applies to new bookings made over the phone.
| How do I get the best value for my vacation? |
There are several ways to find the best deal on your vacation. Check the Deals area for special values or money-saving discounts on your vacation package. Other tips on getting the best value include planning your vacation as far in advance as possible, comparing midweek and weekend prices, and if you are flexible, taking your vacation during non-peak times.
| What hotel classification system do you use? |
Our hotel ratings reflect the opinions from a variety of sources including our own experienced company Product Managers, customer feedback, and travel industry reference materials.
| What does European Plan (EP) and All-Inclusive (AI) mean? |
Many resorts in Mexico and Costa Rica offer a European Plan and/or an All-Inclusive plan. A European Plan hotel rate does not include any meals or beverages. An All-Inclusive hotel rate includes all meals and beverages. All-Inclusive plans do vary, so please check the specific hotels for details.
| What are the luggage policies for Aeromexico Vacations? |
Airlines have varying luggage fees and policies. View details on luggage fees by carrier. For other luggage policy information, contact the airline operating your flight.
| Where can I get passport, visa and health requirement information? |
All passengers 18 years of age or older are required to present 1 form of government-issued photo ID (such as a valid driver's license) or 2 forms of non-photo identification, 1 of which must be state or federal agency-issued (such as a U.S. Social Security card), before boarding a flight. Failure to present positive identification can result in denied boarding and no refunds will be granted.
Government legislation requires all people traveling via air to and from the United States or Canada to have a passport. For complete details, see Entry Requirements.
| What are the insecticide requirements in in certain destinations? |
| How do I make a reservation? |
If you already know what destination you'd like to go to and what hotel you'd like to stay at, go to the Book section, call us direct at 1-800-934-4488, or contact your travel agent. Please note: A $20 charge applies for new bookings made with our Reservations department over the phone. If you do not have a travel agent, use our travel agent locator to find a travel professional near you.
|Why is there a charge for calling to book a new trip? |
Our Reservation agents offer excellent customer service and are trained in the nuances of travel planning, this charge allows us to continue to deliver the highest level of service through our reservations center. However, for most vacations, you can easily book them online at aeromexicovacations.com or through your travel agent.
| What are promotional codes and how do I use them? |
Aeromexico Vacations creates promotional codes to reward you with a specific discount. You can find promotional codes in the Deals section of the website or though specials via Aeromexico e-mail, which highlights the newest and greatest Aeromexico Vacations values.
| How do I reserve more than one room? |
Currently, one hotel room can be reserved on a booking. If you need more than one room, they can be reserved by calling the Aeromexico Vacations Reservations Center at 1-800-934-4488 (a $20 charge applies to new bookings made over the phone) or your professional travel agent. If you prefer to purchase your vacation online, you can make separate bookings with one hotel room per booking.
| How do I make a special room request? |
Requests such as bed type, non-smoking rooms, cribs, and rollaways can be made during the reservation process. For more advanced requests or handicap-accessible rooms, please contact the Aeromexico Vacations Reservations Center at 1-800-934-4488 or your professional travel agent. A $20 charge applies to new bookings made over the phone.
| Is it safe to purchase a vacation via the Internet? |
Totally and completely. When you sign in to make a reservation, all your transactions are protected by powerful Secure Sockets Layer (SSL) encryption technology and site verification provided by GoDaddy.com. SSL encrypts your credit card number, name, address, and phone number before they travel over the Internet. This makes doing business over the Internet as secure as purchasing by phone.
However, we understand that each person has their own level of comfort when it comes to making a purchase via the Internet, and for that reason, you may also call our Reservations Center at 1-800-934-4488 or your professional travel agent. Please note: A $20 charge applies to new bookings made over the phone.
secure socket layer
| How do I reserve a destination wedding or honeymoon package? |
Destination wedding and/or honeymoon packages to Mexico and Costa Rica are available to purchase online from Aeromexico Vacations. For more information, see our Romance section, contact your travel agent, or contact one of our Aeromexico Vacations specialists at 1-800-437-1787. A $20 charge applies to new bookings made over the phone.
| How do I reserve a luxury vacation package? |
We offer luxury vacation packages, which can be booked online and feature first-class airfare, upscale accommodations, private transfers, customized tours, and more, to select destinations in Mexico. For more information, or to purchase a luxury vacation package online, see our Luxury section, contact your travel agent, or contact one of our Aeromexico Vacations specialists at 1-800-437-1787. A $20 charge applies to new bookings made over the phone.
| Can I purchase just a flight? |
Aeromexico Vacations is the vacation provider for Aeromexico, which offers complete flight, hotel, and optional car rental packages or flight and car packages. Aeromexico Vacations offers the lowest airfare on Aeromexico with a minimum purchase of a hotel stay or car rental. To purchase just a flight, please contact Aeromexico at 1-800-237-6639 or visit www.aeromexico.com.
| Are all taxes included in the price? |
All hotel and flight taxes and fees required by the U.S. government as well as any applicable fuel surcharges ARE included in our advertised prices and the prices quoted via our website or Reservations agents. Additional baggage charges for checked luggage may apply, as well as any applicable hotel/resort fees collected in destination, and a $20 charge for new bookings made over the phone with our Reservations department. Select destinations in Latin America may collect a departure tax at the airport before you fly home. Departure tax amounts vary, but the specific amount you need to pay will be noted in your travel documents.
| What forms of payment do you accept? |
We accept credit cards as form of online payment. You can use either American Express, Visa, MasterCard, Discover, or Diners Club including Carte Blanche and Montage. Other accepted forms of payment are Aeromexico Vacations gift cards or Aeromexico Vacations-issued travel certificates.
| Why should I purchase the Travel Protection Plan or the Travel Protection Plan PLUS? |
Our Travel Protection Plan protects you and your travel investment before and during your vacation. You can cancel your trip up to the moment of your scheduled departure for any reason and have your travel investment protected. Medical and emergency assistance, reimbursements for travel and baggage delay, and more are also included during travel.
The plan's hurricane policy refunds the cost of your vacation—including the cost of the Travel Protection Plan—and protects you from most cancellation penalties if your destination is under a hurricane, watch or warning, as declared by the National Hurricane Center (NHC).
Travel Protection Plan PLUS includes ALL the benefits of the Travel Protection Plan, PLUS a lowest price guarantee and a more convenient method of payment on your refund.
| How do I make a group reservation through Aeromexico Vacations? |
For small groups of 10 or more, our Flexible Getaways program makes it easy for people to get together for a vacation. This program is ideal for groups who want to vacation together at the same resort, yet need flexibility with their travel dates, flights, or length of stay, or who may even be traveling from different cities. Contact our Specialty sales department at 1-866-238-5378 option #3 between the hours of 7am – 7pm Central Time Monday – Friday, to plan your next flexible getaway. A $20 charge applies to new bookings made over the phone.
| Do you offer gift cards? |
Yes, we offer gift cards in a variety of dollar amounts and they can be purchased online. If you have several gift cards, they may be redeemed towards a single purchase. If you are not sure of the balance on your gift card, you are able to check the balance online.
| How do I modify a reservation? |
The following fields can be modified:
- Frequent flyer program and membership number
- Passport information
- Emergency contact information
To modify a reservation, go to My Reservations. Enter the lead traveler's last name and one of the following: booking number, e-mail address, or frequent flyer number. If you are having problems modifying your reservation or need to make changes to items other than those listed, call Aeromexico Vacations at 1-800-934-4488 or contact your travel agent.
| How do I cancel a reservation? |
To cancel a reservation, go to My Reservations. Enter the lead traveler's last name and one of the following: booking number, e-mail address, or frequent flyer number. Click the Cancel button at the bottom of your itinerary. Cancel fees may apply and are outlined in the cancel fee section of your itinerary. If you are having problems, call Aeromexico Vacations at 1-800-934-4488 or contact your travel agent.
| Where and how do I get my confirmation and travel documents? |
If you have made a reservation online, you will receive a confirmation e-mail. The confirmation will contain:
- The itinerary and a listing of all items you have purchased.
- The booking number.
- A toll-free number to call if you have any questions regarding your reservation.
E-documents are available for all destinations. Certain options do require paper documents to be mailed or express mailed. If you have selected e-documents as a form of delivery method for a reservation and qualify for e-documents, your documents are e-mailed within 24 – 48 hours of making the reservation.
For options that do not qualify for e-documents and a reservation was made 11 days or more before departure, travel documents will be mailed the next business day via first-class mail for non-negotiable items or express mailed for negotiable items. If you made the reservation within 11 days, documents will be sent via an overnight express mail service and the amount for express delivery will be included in your booking.
| What if there is a problem while on vacation? |
In your travel documents, you will be provided a toll-free number that will connect you to our Destination Help Center. This call center is staffed 24 hours a day, 365 days a year, to assist you with any problem that may arise.
| What happens if there is a hurricane? |
Aeromexico Vacations covers you in the event that a hurricane threat affects your departure city or your vacation destination. See our hurricane travel policy for more information.
| How do I use miles to upgrade to first class? |
As a Club Premier member, you can use your Premier Kilometers to upgrade to a first-class flight on your Aeromexico Vacations package. To do so, reserve your vacation with Aeromexico Vacations and then call Club Premier at 1-800-247-3737 to upgrade.
| How can I earn more Premiere Miles with Aeromexico Vacations? |
Watch your Premier Miles grow with the Aeromexico Visa Credit Card. When you use your card to purchase your vacation through Aeromexico Vacations, you can earn two Premier Miles (3.2 Premier Kilometers) for every dollar spent. Learn More
| How do I subscribe to receive promotional e-mails? |
If you'd like to receive Aeromexico Vacations specials via Aeromexico e-mail, sign up here. If you currently receive a weekly Aeromexico e-mail, there is no need to sign up again. We only send e-mail specials to those who have requested them and do not sell e-mail address to third parties
| How do I find out about vacation deals? |
There are three ways to find out about deals offered by Aeromexico Vacations. The first is to visit our Deals section featuring all our offers and promotions. The second way is to sign up to receive offers via Aeromexico e-mail, which highlights the newest and greatest Aeromexico Vacations values. The third way to make sure you know about new deals is to subscribe to Aeromexico Vacations RSS feeds.
| I don't have a travel agent. How can I locate one? |
We work with travel agencies throughout the country. Use our travel agent locator to find a travel professional near you.
| Will you match a competitor's price? |
Yes. If it is within 24 hours from when you made your reservation, we offer a price guarantee program. Fill out the Price Guarantee form and provide documentation of the competitor's price. It's that easy. If the price guarantee is approved, you will receive the matched price, plus $50 towards your next vacation. If it is outside of 24 hours and you purchased our Travel Protection Plan PLUS, you may also be covered.
| Why is there travel agency information displayed on the top of the Aeromexico Vacations website? |
You have been transferred to aeromexicovacations.com from a travel agent's website through our Travel Agent Partner Program. The travel agency listed will be handling all of your reservation needs.
| I booked online through the Travel Agent Partner Program and have not received my documents. Who should I contact? |
Please contact the travel agency that referred you to aeromexicovacations.com. The contact information should be displayed on the confirmation e-mail you received when you made your reservation.
| I booked online through the Travel Agent Partner Program; how do I change my itinerary? |
Please contact the travel agency that referred you to aeromexicovacations.com. The contact information should be displayed on the confirmation e-mail you received when you completed made your reservation.
| I want to eventually book my vacation via the Travel Agent Partner Program, but for right now, I'd like to put it on hold for 24 hours. Can I do that? |
Yes and no. You can put your vacation on hold for 24 hours while you think on it but, in order to do that, you need to book directly with your travel agent, not through the Travel Agent Partner Program. Call your travel agent directly and they can help you.
| I'd like to book my vacation via the Travel Agent Partner Program, but I'd also like to put down a deposit on my vacation and pay the rest later. Can I do that? |
Yes and no. If your vacation is more than 45 days out, you can put down and deposit but, in order to do that, you need to book directly with your travel agent, not through the Travel Agent Partner Program. Call your travel agent directly and they can help you.