Airline Guide for Mexico City Airport (AICM)

The Benito Juárez Airport is the hub for dozens of domestic and international airlines. Knowing which terminal your airline operates from and, more importantly, what to expect from its ground service, is key to a smooth travel experience. Below, we offer a complete list by terminal, enriched with real traveler experiences about staff treatment and flight management.

Frequently Asked Questions about Airlines

How do I know which terminal my flight departs from?

The general rule is: Aeroméxico and its SkyTeam partners (like Delta, Air France, KLM) operate from Terminal 2. The vast majority of other airlines, including all low-cost carriers (Volaris, Viva Aerobus) and major international ones (American, United, Iberia, Lufthansa), operate from Terminal 1. However, always confirm this information directly with your airline before heading to the airport.

I've heard that some airline staff are rude. Is that true?

It is one of the most consistent and recurring complaints in user reviews, especially directed at the ground staff of domestic airlines. Arrogant, dismissive, and unhelpful attitudes are frequently reported at check-in counters and boarding gates. Patience is essential.

How do I request special assistance (wheelchair, etc.)?

Special assistance must be coordinated directly with your airline, ideally at least 48 hours in advance. However, users report that, even with prior notice, the service at the airport can be poor or very slow. It is advisable to be persistent and reconfirm the service upon arrival at the counter.

Mostradores de Aeromexico en Terminal 2 del aeropuerto Benito Juarez

AI-generated image

Traveler's Guide: Critical Points with Airlines

Ground Staff Attitude: Your Biggest Challenge

The treatment from counter staff is the most painful point of friction for travelers at AICM. Complaints about rudeness, lack of empathy, and a hostile attitude are widespread, creating an unnecessary atmosphere of tension. Your strategy: arrive mentally prepared for possible poor treatment. Stay calm, have all your documents ready, and be as clear and concise as possible. Avoid confrontation, as it rarely solves the problem.

Cancellations and Delays: The Norm, Not the Exception

Cancellations due to overbooking and long delays are extremely common, especially with low-cost airlines. Users report that, in these situations, the airlines' response is often nonexistent, refusing to provide accommodation, food, or real solutions. Your strategy: travel with insurance that covers cancellations. If your flight is canceled, go to the airline's counter immediately, but have low expectations about the assistance you will receive.

Baggage Handling: A Slow and Insecure Process

Baggage delivery on the carousels is notoriously slow. Additionally, reports of theft from checked baggage persist. Your strategy: never check valuable items (electronics, jewelry, money). Use locks or plastic wrapping as a deterrent. Be patient at the baggage carousel; the wait can exceed an hour.

Airlines in Terminal 1

Air Canada

📞 Phone: +1 888 247 2262

✅ The positive: Passengers highlight the efficiency of the check-in process and the friendliness of the ground staff.
❌ The negative: Some users mention delays in baggage delivery on international flights.

Air France

📞 Phone: +52 55 5091 2421

✅ The positive: Reviews praise the personalized attention at the counters and the speed of boarding.
❌ The negative: Isolated cases of lack of clear information about boarding gate changes have been reported.

All Nippon Airways (ANA)

📞 Phone: +52 55 2648 0390

✅ The positive: Users appreciate the punctuality and excellent customer service during check-in.
❌ The negative: Some passengers point out that the signage to the ANA counters could be clearer.

American Airlines

📞 Phone: +52 55 5209 1400

✅ The positive: Passengers value the efficiency of the boarding process and the staff's willingness to answer questions.
❌ The negative: There have been complaints about long queues at check-in during peak hours.

Avianca

📞 Phone: +52 800 953 2753

✅ The positive: Reviews highlight the friendliness of the ground staff and the speed of baggage delivery.
❌ The negative: Some users mention that the check-in process can be slow during times of high traffic.

British Airways

📞 Phone: +52 55 9063 0148

✅ The positive: Passengers praise the organization during boarding and the professional attention of the staff.
❌ The negative: Issues with baggage handling on connecting flights have been reported.

China Southern Airlines

📞 Phone: +86 400 869 5539

✅ The positive: Users value the assistance provided by the staff during check-in.
❌ The negative: Some passengers mention language difficulties when communicating with the ground staff.

Emirates

📞 Phone: +52 55 4738 0444

✅ The positive: Reviews highlight the efficiency of the boarding process and the quality of the VIP lounges.
❌ The negative: Long waiting times have been reported in the check-in area during peak hours.

Flair Airlines

📞 Phone: +1 833 711 2307

Hainan Airlines

📞 Phone: +86 898 953 398

✅ The positive: Passengers appreciate the detailed attention from the staff during the check-in process.
❌ The negative: Some users point out that information about boarding gate changes is not always clear.

Iberia

📞 Phone: +52 55 1500 3551

✅ The positive: Reviews praise the speed of baggage delivery and the friendliness of the ground staff.
❌ The negative: Long queues have been reported at check-in, especially for flights to Europe.

KLM

📞 Phone: +52 55 5091 8097

✅ The positive: Users highlight the efficiency of the staff during boarding and the clarity of the information provided.
❌ The negative: Some passengers mention that the check-in area can get congested at certain times of the day.

LATAM

📞 Phone: +52 55 5091 3165

✅ The positive: Efficient service at counters and orderly boarding.
❌ The negative: Long queues in the immigration area for international flights.

Lufthansa

📞 Phone: +52 55 5091 3140

✅ The positive: Passengers value the organization in the boarding process and the professional attention of the staff.
❌ The negative: Delays in baggage delivery have been reported on flights coming from Europe.

Magnicharters

📞 Phone: +52 55 2599 0137

✅ The positive: Users appreciate the speed of the check-in process and the staff's willingness to assist with special needs.
❌ The negative: Some passengers mention that the waiting areas can be uncomfortable during delays.

Turkish Airlines

📞 Phone: +52 55 1036 1234

✅ The positive: Passengers highlight the comfort of the boarding process and the quality of ground customer service.
❌ The negative: Some users mention that communication about flight changes could be clearer.

United Airlines

📞 Phone: +52 55 5283 5500

✅ The positive: Efficiency in boarding and speed in baggage handling.
❌ The negative: Long waiting times have been reported at customer service counters.

Viva Aerobus

📞 Phone: 81 82 150 150

✅ The positive: Affordable fares that allow for low-cost travel.
❌ The negative: Frequent cancellations due to overbooking, terrible customer service, theft of belongings from checked baggage, and poor treatment of passengers with special needs.

Volaris

📞 Phone: +52 55 1102 8000

✅ The positive: Automated baggage check-in speeds up the process.
❌ The negative: A consistent pattern of cancellations and significant delays. Service at counters is described as poor, with long queues and unhelpful staff.

WestJet

📞 Phone: 0 800 461 0910

Airlines in Terminal 2

Aeroméxico / Aeroméxico Connect

📞 Phone: +52 55 5133 4000

✅ The positive: As it is their main hub, the logistics of their flights are usually well-organized in this terminal.
❌ The negative: The ground staff is the most criticized point, described as "rude," "despotic," and "arrogant." Cancellations without adequate compensation (accommodation, food) are frequent.

Copa Airlines

📞 Phone: +52 55 1516 3319

✅ The positive: Friendly treatment from ground staff and efficient connection times.
❌ The negative: Some passengers mention delays in baggage delivery on international flights.

Delta Air Lines

📞 Phone: +52 55 4169 6463

✅ The positive: Excellent customer service and staff often perceived as more helpful and friendly than those of other companies.
❌ The negative: As they operate jointly with Aeroméxico, they sometimes get caught in the confusion of shared check-in, causing frustration for passengers.

🤔 Frequently Asked Questions about Airlines

❓ How do I know which terminal my flight departs from?

😠 I've heard that some airline staff are rude. Is that true?

♿ How do I request special assistance (wheelchair, etc.)?

📖 Traveler's Guide: Critical Points with Airlines

🗣️ Ground Staff Attitude: Your Biggest Challenge

❌ Cancellations and Delays: The Norm, Not the Exception

🧳 Baggage Handling: A Slow and Insecure Process

1️⃣ Airlines in Terminal 1