Aeroméxico Flight AM1053 Diverted to Querétaro Sparks Passenger Complaints After Overnight Delay
Aeroméxico Flight AM1053, operating the Oaxaca–Mexico City route, was diverted to Querétaro International Airport due to weather conditions that prevented landing at Mexico City International Airport (AICM). However, the controversy began after the aircraft landed.
What Happened to the Aeroméxico Flight Canceled in Querétaro?
According to passengers, they spent approximately 14 hours without reaching their destination and were not notified that the flight had been canceled until 6:00 a.m. the following morning.
Among those affected was a family consisting of a pregnant woman, a one-year-old baby who needed medication that same night, a five-year-old child, and the child’s nurse. They ultimately decided to return to Mexico City by road.
Passengers Claim the Lack of a Replacement Crew Prolonged the Delay
One affected passenger clarified that he never questioned the diversion, as it was made for safety reasons, but rather what happened afterward.
According to his account, Aeroméxico staff repeatedly informed passengers that the flight could not continue because the flight crew had reached the end of their legally permitted working hours and no replacement crew was available. He claims this explanation was recorded in an audio file obtained by EMEEQUIS.
However, in its official response to the complaint, the airline stated that the crew replacement resulted from the adverse weather conditions and was not the cause of the interruption. Therefore, it rejected the request to refund the ticket costs.
What Rights Do Passengers Have When a Flight Is Canceled?
Mexico’s Civil Aviation Law establishes that when a delay of more than four hours is attributable to the airline, passengers are entitled to the options available in the event of a cancellation, including compensation and, in certain cases, refunds.
The law also requires airlines to keep passengers informed throughout the disruption and provide them with appropriate and respectful treatment.
The Federal Consumer Protection Agency (Profeco) will determine whether Aeroméxico was required to provide a refund or compensation in this case.
What the Affected Passengers Requested
After receiving no satisfactory solution from Aeroméxico, the family submitted several complaints requesting:
- A full refund for both reservations.
- Reimbursement of the expenses incurred while traveling back to Mexico City by road.
- The compensation established under the Civil Aviation Law.
- Formal acknowledgment that the airline failed to fulfill its transportation contract.
The passengers also stated that during the delay they were not provided with clear information, water, food, or timely alternatives, despite the presence of babies, elderly passengers, and travelers with international connections.
While the affected passengers maintain that the primary issue was the lack of a replacement crew, Aeroméxico continues to state that the entire disruption resulted from adverse weather conditions. As of now, the airline has not issued any additional public statement. Profeco will be responsible for determining whether the airline bears responsibility and whether passengers on Flight AM1053 are entitled to a refund or compensation.
Source: ejecentral
