Frequently asked questions
If you have any questions, please call 55 2482-2400, ext. 2234, where we will be glad to assist you. You can also write to us at comentarios@aicm.com.mx
TUA refund
Article 47 BIS, Section VIII of the Civil Aviation Law, states that the passenger may request the return of his ticket if he decides not to make the trip, provided that, they notify the permit holder or concessionaire (the airline) within 24 hours from the time of purchase of the ticket.
How can I get my TUA refund?
Contact the customer service hotline of the airline with whom you purchased the flight, or directly on their web pages so that they can attend to your request.
What information and documents do I need to have on hand to request a TUA refund?
- Reservation key
- Passenger data
- Bank account where the refund will be deposited / Cash.
- Official Identification
- PNR (Passenger Name Record is the reservation code composed of three letters and three numbers).
How long do I have to apply for a TUA refund?
From 24 hours after purchase, up to 30 days after cancellation, depending on the airline.
Where can I buy a ticket or request an airline reservation if I am at the AICM?
At the counters of the airline, you choose to travel with or at the travel agencies located inside the airport.
Do I need a VISA to travel abroad?
It is required when traveling to the United States of America, even if you are only making a stopover in that country. For other countries, consult the Embassies and Consulates section and/or contact the diplomatic office of the country of your interest.
What documents am I required to travel on a domestic flight?
Mexican citizens: boarding pass and official identification (voter’s card, passport, driver’s license). Foreign citizens: boarding pass and valid passport.
How far in advance do I have to be at the AICM before my flight departure time?
2 hours before for domestic flights and 3 hours for international flights.
What time should I report to the boarding lounge?
45 minutes earlier on domestic flights and 60 minutes earlier on international flights.
What is carry-on baggage?
These are suitcases and bags of small weight and/or volume that do not need to be documented.
More information
You may carry this baggage with you, which will be subject to inspection through the x-ray machines located in the security filters for access to the boarding lounges.
Can I travel with pets?
On domestic flights it is not allowed to travel with pets in the passenger cabin, except for guide dogs, which must be accredited as such by the airline. In international destinations you can travel with pets (dogs or cats), in the passenger cabin, but you must first consult with the airline of your choice, the corresponding procedures. Pets always at the airport must be in a container or rigid cage that fits in the lower part of your seat. Dogs and cats can also be transported in the cargo cabin, just consult the SAGARPA-SENASICA page. In the case of pets other than these, you must go to the General Directorate of Animal Health, located at Calle Municipio Libre No. 377, Col. Santa Cruz Atoyac, Del. Benito Juárez C.P. 03310 Mexico City, or call 55 59051000 ext. 51037.
Where do I receive a passenger arriving from a domestic flight?
In Terminal 1 Room A and A1 or in Terminal 2 in Room Q.
Where do I meet a passenger arriving from an international flight?
In Terminal 1 Room E1 if the passenger comes from Central America, South America, or the Caribbean; in Room E2 if the passenger comes from Europe, Asia, or Africa; and in Room E3 if the passenger comes from the United States, Canada, or the rest of the world. In Terminal 2 Room P if the passenger comes from Central America, South America, or the Caribbean; and in Room N if the passenger comes from the United States, Europe, Asia, or Canada.
Note: For more information, check the flight status on the information screens, or go to any information desk.
How long does it take for arriving passengers to depart from a given flight?
From landing, on domestic flights between 20 and 50 minutes; and on international flights between 30 and 60 minutes.
Where do I receive a minor?
In Terminal 1 Room A and/or A1, if the flight is domestic; Room E1 if the flight is coming from Central America, South America, or the Caribbean; Room E2 if the flight is coming from Europe, Asia, or Africa; and Room E3 if the flight is coming from the United States, Canada, or the rest of the world. In Terminal 2 Room D if the flight is domestic and in Halls E and F when the flight is international. The minor will be accompanied by a representative of the airline.
Where do I claim my baggage if it did not arrive on the flight I am traveling on?
Immediately after realizing that your baggage did not arrive, you should go to the airline’s baggage claim counters; on domestic flights, the counters are located next to the baggage claim belt for your flight, and on international flights you should contact the airline representative in charge of baggage check, who is located next to the belt where the airline personnel deposit the baggage.
Can I park my vehicle on the road outside the terminal building?
No, you are only allowed to stop your car for passenger boarding and alighting, if you wish to park your vehicle you may leave it in the national or international parking lot.
Where can I buy a cab ticket?
At the authorized cab ticket booths located in Terminal 1 for domestic flights, Room A, outside Room A, and domestic baggage claim. On international flights, in Lounges E2, E3 and Gate 10. In Terminal 2, domestic flights, Room D and international flights in Room E and Gate 4.
Where is the Foreign Bus terminal?
In Terminal 1 in the international zone, 1st level; and in Terminal 2 at gate 4 next to the domestic arrivals.
Where can I leave my luggage for a few hours?
At the baggage storage facilities located in rooms A and E2, which are open 24 hours a day, 365 days a year. For more information, please call 55 58028467 and 55 57869048.
Can I voice a person?
Yes, in Terminal 1 you can request the service at any of the information modules located in rooms A and E2 of the ambulatory, and in the last waiting rooms 19, 26 and 29. And in Terminal 2 you can request the service at the information modules located in rooms L2, D and F.
Where are the smoking areas located?
In Terminal 1 outside each of the gates leading to the outside roadway, national and international fast food, fast food in Concourse B, in Concourse H, and on the first level of building B, next to concourse G in Terminal 2 in the fast-food area of the departure triangle.
Who can use the AirTrain service?
Passengers with boarding passes and/or passwords (in case they have flown) will be allowed to enter the AirTrain when the flight itinerary, electronic ticket or reservation code of the passengers has a shared code, in transit or connection. Likewise, persons accompanying senior citizens (1 companion), minors (1 companion), differently abled people (the strictly necessary companions), injured, sick or in need of specialized care (the strictly necessary companions) will be granted the facility to use the AirTrain service.
What steps do I have to take to transfer ashes and claim a body?
To transfer ashes, only the death certificate and the cremation document must be presented at the security filters. In the case of claiming a body, you must contact International Health directly at 55 55713286 and 55 25991100 for Terminal 1 and 55 25987272 at Terminal 2.
If I am making a trip and my stopover is in Mexico, where do I claim my baggage?
If you are traveling from abroad and making a stopover in Mexico for a domestic flight, you will need to claim your baggage to clear customs. If your stopover is only for transit on an international trip, your baggage will be checked to your final destination. To be on the safe side, ask your airline about your baggage.