Passenger Assistance

We do not discriminate on the basis of disability or reduced mobility. If you need special assistance during your flight and you inform us of this in advance, we will be better prepared to provide you with a pleasant, comfortable and safe experience.

Passengers with Physical, Sensory or Cognitive Disabilities

We will provide you with the assistance you need while boarding, during your flight and when

arriving to your destination. You will also be able to:

  • Access a special service counter to Check-in.
  • Board first.
  • Pick up your baggage with priority.

You can travel without a companion and Medical Certification,as long as:

  • You can understand the crew's safety instructions.
  • You can contribute, physically, to your own evacuation in the event of an emergency.
  • You do not have disruptive behavior that may alter other passengers well-being.

If not, we request that you travel accompanied by someone over the age of 18 who can communicate with the crew and assist you during the flight. You can also bring your wheelchairwith you or request one if you need it.

Please contact us before your flight departure to inform us of your special assistance needs.

Assistance for Pregnant Women, Senior Citizens and People

For your trip to be as simple as possible, we offer the Maximum Free Assistance service to our passengers who are: seniors, pregnant, mothers traveling with infants and people with reduced mobility.

How does it work?

We will assist you while boarding, during your flight and when arriving to your destination. You can use one of many of the following services:

  • Access to a special service counter to Check-in.
  • Priority boarding.
  • We will guide you through the airport and through any connections so you reach your gate without any problems. In addition, we will help you pick up your baggage.
  • Assistance on board: We will make sure you reach your seat without any problems.
  • Deplaning: We will inform you about how to go through immigration and customs.
 

How can you request the service?

Please call our Contact Center or visit one of our Sales Offices at least 24 hours before your flight is due to depart.

Devices for Passengers with Reduced Mobility

We would like to provide you with the best experience and highest level of satisfaction so you arrive to your destination without any problems. If you need special assistance, you must request it in advance at our Contact Center or at one of our Sales Offices.

Are you traveling with a wheelchair?

You can take your wheelchair with you free of charge, in addition to your carry-on baggage. In order to do so, you must advise us at least 48 hours before your flight departure time, this way we will be better prepared to assist you. You can advise our Contact Center or one of our Sales Offices

Keep in mind that, if you are traveling with a wheelchair, you will not be able to Check-in at LATAM.com. Nevertheless, if you are traveling on LATAM Airlines Group, LATAM Airlines Chile, LATAM Airlines Argentina, LATAM Airlines Peru, LATAM Airlines Colombia or LATAM Airlines Ecuador flights, you can call our Contact Center to Check-in and print our your boarding pass at the airport.

If you are traveling on LATAM Airlines Brazil or LATAM Airlines Paraguay flights, you will have to Check-in directly at the airport.

Conditions for transporting wheelchairs with lithium batteries

You can transport your wheelchair if it uses one battery of no more than 300 Wh or 2 batteries of no more than 160 Wh each. In either case, they must be fixed to the wheelchair.

You can take replacement batteries as carry-on baggage if:

  • You take them wrapped or stored inside their original container or with the terminals covered with adhesive tape separately in a protective case or bag.
  • These batteries may contain no more than 8 g of lithium.
  • The capacity of the battery must be written on the label; if not, the technical datasheet of the wheelchair must be presented at the airport, showing that it meets the requirements.

 

Do you need a wheelchair at the airport?

You can request this service at least 48 hours before your flight by calling our Contact Center or our Sales Offices. If you contact us less than 48 hours before your flight or if you are already at the airport, we will do everything we can to provide you with the best assistance as quickly as possible.

As part of this service, we will take you from our counter to the boarding gate or to your seat on the aircraft. Upon arrival at your destination, we will accompany you to the terminal exit. Plan for a taxi or family member to pick you up at this exit. Accompanying you to the parking lot is not included.

Canes and other orthopedic items

If you are traveling with other items that support your mobility such as canes, crutches, prosthesis, among others, these can be transported free of charge. In order to guarantee this service, please inform us of the size and weight of your items in advance, by calling our Contact Center.

Stretchers On Board

On flights between Santiago and Easter Island, and within Peru, we have stretchers to accommodate those passengers that must lay down during the trip. We can only transport one stretcher per flight, which supports a maximum weight of 110 kilos and is 1.93 meters long.

How should you request this?

To request the stretcher on board, visit one of our Sales Offices or call our Contact Center at least 48 hours before flight departure.

This service can only be paid for at one of our Sales Offices.

Know the conditions for using this service

  • The passenger must have a MEDIF form and an ambulance certificate specifying the service type, name, hospital or number of the company that is providing this service. Both documents must be sent in advance.
  • In addition, the passenger must travel with a doctor or nurse, unless the certificate states otherwise.

Be aware:

Ambulance service is not included. The ambulance needs to be coordinated by the passenger or medical institution at the boarding and arrival areas.

  • We do not provide medical or health instruments for this service.
  • The use of medical instruments on board is not permitted.

Service hours at the airport

The day of the trip, the passenger and their companion must arrive to the airport early:

  • From Santiago to Easter Island: 4:30 hours prior to the departure of the flight.
  • From Easter Island to Santiago: 3:30 hours prior to the departure of the flight.
  • On national routes in Peru: 3:30 hours prior to the departure of the flight.

Medical Devices

Do you need extra oxygen or do you have a respiratory assistance device you will use during the flight? We offer you the option of bringing your own oxygen concentrator on board or to request one provided by us.

In order to do this, you must inform our Contact Center or go to one of our Sales Offices in advance.

Medicinal oxygen supplied by LATAM

We provide dry oxygen supply as a service for passengers traveling within Chile and Peru, with the prior approval of a Medical Certificate. The aviation authorities only permit the use of dry oxygen provided by LATAM. The cost per tank of dry oxygen is $30,000 in Chile and $50 USD in Peru.

How should you request this?

Please request it at least 48 hours before your flight, either at one of our Sales Offices or by calling our Contact Center.

Portable oxygen concentrator (POC)

You may travel with a Portable Oxygen Concentrator (POC), free of charge, in addition to your carry-on baggage.

Be aware of the brands and models permitted on board by the Federal Aviation Administration of the United States (FAA):

Airsep "Lifestyle," by Airsep Corporation (*)

  • AirSep Freestyle 5, Model AS077
  • AirSep Focus, Model AS078.

Airsep "Freestyle," by Airsep Corporation.

Delphi Medical System RS00400.

  • Delphi RS-00400
  • iGode DeVilbiss Healthcare (*)
  • Independence Oxygen Concentrator from Oxlife.(*)

Inogen One, of Inogen Corporation.

  • Inogen One G2 from Inogen.(*)
  • Inogen One G3
  • Invacare Solo 2.

Invacare Corporation's XPO2

  • Inova Labs LifeChoice
  • Inova Labs LifeChoice Activox
  • LifeChoice by International Biophysics Corporation.(*)
  • Precision Medical EasyPulse, Model PM 4150
  • Oxus RS-00400

Respironics Evergo, of Respironics Inc.

SeQual Eclipse, produced by SeQual Technologies Inc.(*)

  • SeQual SAROS, Model 3000
  • Philips Respironics SimplyGo
  • SeQual eQuinox Oxygen System (model 4000)
  • SeQual eQuinox Oxygen System (model 4000)
  • VBOX Trooper Oxygen Concentrator

(*) To use these POC models on board, you can only travel in the Economy and Premium Economy classes.

Be aware of the conditions of POC use

  • This service is available only for flights operated by LATAM.
  • You must present your Medical Certificate which explains the conditions of use for the device and your medical condition. This document is subject to evaluation by a LATAM doctor.
  • You must be able to hear any alarms that the POC may emit, be able to see the indicators and react accordingly, or travel with a companion who is capable of doing so.
  • The POC's batteries must have a capacity equivalent to 150% of the flight time, including layovers and connections. The batteries must also be in good condition and come individually packaged in order to prevent them from coming into contact with each other. The POC and its batteries must be supplied by the user.
  • The POC must fit under the seat in front of you. For safety reasons, you will not be able to use it in the first row or exit rows. In codeshare flights with LATAM and other airlines, the other airline's policies are applicable. If you need more information, visit the websites of those airlines.
  • If you are traveling with a POC, you cannot bring a pet on board with you.
  • If, for some reason, you do not comply with the requirements needed to board, we will maintain the exchange and refund conditions of the fare you purchased.

Continuous positive airway pressure (CPAP) device

If you have a CPAP device (continuous positive airway pressuremedical device) and need to use it on board the aircraft, you must advise us at least 48 hours before your flight departure.
 

Be aware of the conditions of CPAP use

You must show your Medical Certificate which states the conditions of use for the device and your medical condition. This document is subject to evaluation by a LATAM doctor.

The CPAP device must have a sticker that indicates that it is designed to be used in flight and does not exceed radio interference frequency levels. If you do not have this label, you can take the machine into the cabin, but you cannot use it while on board the aircraft.

If you plan to use your CPAP during the flight, you must have enough batteries so that it operates on its own.

Depending on the size of the CPAP, you can place it underneath the seat in front of you. In addition, we suggest you sit in any seat except for those without this space in front of it, like theemergency exit row and the first row.

You can bring your CPAP on board free of cost, because they are considered as assistance devices.

Assistance Animals

We want to make your flight experience as pleasant as possible. Be aware of the requirements to travel with your guide or assistance dog and request the service in advance at our Contact Center or Sales Office.

Transportation of Guide Dogs

You can travel with guide dog on board, free of charge. If you have a sensory disability, balance problem, diabetes or epilepsy. Its transportation is permitted on all our routes except to the Galapagos Islands, due to local regulations.

Be aware of the conditions to travel with your guide dog.

Your dog must wear a leash or harness while traveling.

You should have a muzzle for your dog to wear on board if necessary. If your flight is operated by LATAM Airlines Group or LATAM Airlines Chile, the use of a muzzle is obligatory during the entire trip, except on flights from Brazil. You can review who the operator of your flight is in My Trips, in your itinerary or by selecting it when making your purchase.

Your dog must be wearing an official symbol that identifies it as a guide dog and its health documents must be up to date.

Your dog must travel at your feet or under the seat in front of you and cannot obstruct the aisles or emergency exits.

During the flight, you must make sure your dog is obedient and behaves well. If your dog is restless or aggressive, we may offer the possibility of taking it into the hold of the aircraft.

Contact us if you are traveling with your guide dog.

In order for everything to be ready at the time of boarding, please inform our Contact Center or visit any of our Sales Offices at least 48 hours before your flight.

Transportation of Emotional Support Dogs

In order to travel with your emotional support dog, you must submit a medical certificate on the letterhead of your psychiatrist (in the case of Mexico and the United States, this can also be from a psychologist or Licensed Clinical Social Worker) when making the reservation and when boarding.

The document must meet the following requirements:

  • Maximum of one year old.
  • A clinical diagnosis clearly indicating that you need to have your pet with you.
  • Full name of the patient and doctor.
  • Contact telephone numbers of the health professional or the medical center.
  • Signed by the doctor.

Before traveling with your emotional assistance dog, check which company is operating your flight.

If your flight is operated by LATAM Airlines Group, LATAM Airlines Chile, LATAM Airlines Argentina, LATAM Airlines Perú, LATAM Airlines Colombia or LATAM Airlines Ecuador, this service is available for all routes.

If your flight is operated by LATAM Airlines Brasil or LATAM Airlines Paraguay, this service will only be available for routes from or to the United States and Mexico.

This service is subject to compliance of health requirements of both the destination and/or connecting flight countries.

Remember that you can request it up to 48 hours before your flight departure at one of our Sales Offices or at our Contact Center.

Be aware of the conditions for traveling with your emotional assistance dog

Your dog must wear a leash or harness while traveling.

You should have a muzzle for your dog to wear on board if necessary. If your flight is operated by LATAM Airlines Group or LATAM Airlines Chile, the use of a muzzle is obligatory during the entire trip, except on flights from Brazil. You can review who the operator of your flight is in My Trips, in your itinerary or when making your purchase and selecting your flight.

Your dog's health documents must be up to date. It must travel at your feet or under the seat, without obstructing the aisles or emergency exits.

During the flight, you must make sure your dog is obedient and behaves well. If your dog is restless or aggressive, we may offer the possibility of taking it into the hold of the aircraft.