ArcaMax

Q: I booked a round-trip flight with Aeromexico from Washington, D.C., to Oaxaca, Mexico. Recently, the airline informed me that it had changed my connecting flight to the next day. The new itinerary left me with a layover of more than 8 hours in Mexico City. My flight would arrive at 9:30 p.m., but the connecting flight wouldn't leave until 6:15 a.m. the following morning.

I'll be traveling with a newborn. This schedule will not work for me because I can't stay overnight in the airport with a baby. I requested a cancellation and refund for the flight, but the airline is refusing. I've called nearly a dozen times to speak to different people.

They finally responded to the case, telling me that because their contract says that flights are subject to change, my request was denied. Can you help me get my $1,360 back? -- Allison Turpen, Linden, Virginia

A: Aeromexico should've refunded your ticket the moment that you pointed out the schedule change. In fact, it should've offered you a full refund automatically when it revised your schedule.

Airlines love to tell passengers that schedules are subject to change. It's written into their contracts of carriage -- the legal agreements between you and the airline -- to protect them from liability when weather or mechanical issues cause delays. But they shouldn't be able to use these clauses to hold your money hostage when they completely rewrite your itinerary.

You were holding a ticket for a flight departing from the United States, which means that you're protected by the U.S. Department of Transportation (DOT). According to the government, you're entitled to a refund if the airline makes a "significant schedule change and/or significantly delays a flight, and the consumer chooses not to travel." The DOT defines it as 3 hours for domestic itineraries and 6 hours for international itineraries.

Aeromexico's response to you was disappointing. "Our transportation contract stipulates that all our flights are subject to changes or cancellations," a representative wrote to you. "For this reason, although we would like to help you, the request is denied."

This is nonsense. The airline's internal policies don't supersede federal regulations. When you run into a stone wall like this, you have a few options. You can file a complaint directly with the DOT. This usually gets an airline's attention because it affects their performance statistics.

You could've also appealed to a manager. I publish the names, numbers and email addresses of the Aeromexico executives on my consumer advocacy site, Elliott.org.

You decided to ask me for help. My advocacy team contacted the airline on your behalf, pointing out that because your itinerary included a flight from the U.S., DOT regulations require the airline to provide a refund. Aeromexico reviewed your case again and processed a full refund of $1,360.

"This is a huge relief!" you told me. I'll bet. If this ever happens to you again, remind the agent of federal regulations. And if they don't listen, you know where to find me.

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Christopher Elliott is the founder of Elliott Advocacy (elliottadvocacy.org), a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at elliottadvocacy.org/help/.

(c) 2026 Christopher Elliott

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