Passenger Assistance

If you need special assistance during your trip and you inform us in advance, we will be better prepared to provide you with a pleasant, comfortable and safe experience. 

If you had a medical emergency or have been hospitalized in the last 30 days, or have a medical condition, you must send us a medical certificate authorizing you to travel. Learn more in the Medical Certification section.

When can I request special assistance?
 

Physical, sensory or cognitive disabilities

We’re here to facilitate boarding, disembarkation and flight processes. You’ll have access to a special services counter at the airport, priority boarding and priority luggage reclaim on international and domestic flights within Brazil, Peru and Chile. 

If you are unable to understand safety instructions, meet your own basic needs or evacuate the airplane in the event of an emergency, you must travel with a companion. We request that you travel accompanied by someone over the age of 18 who can communicate with the crew and assist you during the trip. 

If you are traveling from Brazil and are traveling with a companion, you must send a medical certificate in all cases. Remember that you must complete the medical certificate process at least 48 hours before your flight. 

In Brazil, your need for a companion and access to the legal discount will be evaluated by the medical area. 

Pregnant, with a baby, elderly people and reduced mobility

We’re here to facilitate boarding, disembarkation and flight processes for our reduced mobility, elderly and pregnant passengers, and mothers traveling with a baby.

In addition to priority boarding and priority luggage claim on international and domestic flights within Brazil, Peru and Chile, you can also:

  • Check-in at a special services counter.
  • Receive assistance when boarding, disembarking and picking up luggage.
  • Receive assistance when going through immigration or customs. 

If you’re traveling while pregnant, we request you review the travel requirements in the Pregnant Women section of our website.

Wheelchair

There are two options for passengers traveling in a wheelchair: You can travel with your own wheelchair or request one at the airport.

In both cases, we request that you please call our Contact Center at least 48 hours before flight departure. This way, we’ll be able to provide you with better assistance.

If you’re you traveling with your own wheelchair:

You can travel with your wheelchair free of charge, in addition to your carry-on baggage. 

If you’re traveling with a wheelchair that uses lithium batteries, you can transport it only if it uses 1 battery of no more than 300 Wh or 2 batteries of no more than 160 Wh each. In either case, the batteries must be attached to the wheelchair. You can also travel with replacement batteries as carry-on baggage if:

  • They are stored in their original packaging or the terminals are covered with tape and placed inside separate protective bags or cases.
  • They do not exceed 8 grams of lithium.
  • Their capacity is described on its label; otherwise, you’ll have to present the wheelchair’s technical data sheet at the airport to verify that it complies with requirements.

If you’re traveling with your own wheelchair, remember that you can Check-in online or on our App. You can get your boarding pass at the airport. If you’re traveling from Brazil, you can get your boarding pass after Check-in. We recommend you save it to your phone and present it from there. 

If you need a wheelchair at the airport:

You can request to use one of the wheelchairs available at the airport. As part of this service, we will take you from our counter to the boarding gate or to your seat on the airplane. Upon arrival at your destination, we will accompany you to the terminal exit door. 

If you forgot to tell us in advance that you need a wheelchair, we will do everything we can to get you the assistance you need as quickly as possible at the airport.

Canes and other orthopedic devices

If you use an orthopedic device to aid your mobility such as a cane, crutches, an artificial limb or other orthopedic devices, you can bring as many of them as needed on board with you, free of cost. These items are in addition to your baggage allowance.

Assistance Animal Transportation

Guide Dogs

If you have a visual or sensory disability, problems with balance, diabetes, or epilepsy, you can travel with your guide dog in the cabin of the airplane on all our routes, except where restricted by local law.

Your dog must wear an official symbol (tag and patch) or travel with documentation that identifies it as an assistance animal or that it’s being trained to be a guide dog. 
 

Emotional Support Dogs

If you need your dog’s company while traveling, it can come into the cabin of the airplane with you on flights to or from the United States, Mexico, Colombia, and on domestic flights within Colombia

In order to travel with your dog, you must fill out a request form at least 48 hours before your flight departure time via the Contact FormIt details the conditions and requirements of traveling with your emotional support dog.

About the request form

This document is valid for 1 year from when your treating physician signed it and can be used for all flights you take during that year. However, you must travel with all the original documents, since they may be requested at the airport or during the flight. 

Keep in mind that:

  • You can only travel with an emotional support dog that is at least 4 months old.
  • Final approval to board will be given when you Check-in at the airport. This is to ensure that you have met all the requirements and conditions (behavioral and size) needed to guarantee its safe transportation in the cabin of the airplane. Otherwise, the animal will have to travel in the hold of the airplane, inside an appropriate carrier at no additional cost to you. 
  • If your dog shows signs of bad behavior without being provoked (barking, growling, jumping on other passengers or relieving themselves in inappropriate areas) at any time during the trip (Check-in, boarding or during the flight), we will ask that you control your dog and/or take necessary hygiene measures (put on a muzzle, diaper, clean it, etc.).
     

What documents do you need to travel with your assistance animal? 

To travel with your guide or emotional assistance dog, you must present its current health documents at your destination and/or transit areas. Each country may have different health and/or documentation restrictions to depart from or travel within the country, for example:

  • If you reside in Chile and are traveling abroad or to Easter Island, you must present an Animal Export Certificate (Zoosanitario de Exportacion, CZE) issued by the Agriculture and Livestock Service (SAG) that requires, among other items, that dogs and cats be registered in the National Registry of Pets or Companion Animals.
  • If you’re traveling within Brazil you’ll have to show its current anti-rabies vaccine card (up to date and filled out by your veterinarian).
  • If you are traveling within Colombia, you must present its ID or vaccination certificate, indicating the veterinarian’s professional license number.

We recommend you contact the health authority or consulate of the countries you’ll be visiting. Review more information at the International Air Transport Association (IATA).
 

Factors to consider during flight:

Your seeing eye dog or emotional support dog must wear a leash or harness and must be clean, healthy and well behaved. If your dog is restless or aggressive, we recommend you transport it in the hold of the airplane. 

We also recommend you have a muzzle for your dog to wear on board if necessary.

Are you traveling today? Remember that you have to arrive at the airport 1 hour earlier than the time displayed on your boarding pass.

Transporting Medications

At LATAM, we do not offer a cold chain service for transporting your medications. Should you need to transport them, you can carry them in an appropriate carrier that must remain in your care during the entire trip and comply with carry-on baggage and dangerous goods standards.

Air Carrier Access Act

Consumers can obtain a copy of this Part 382, the regulations regarding nondiscrimination on the basis of disability in air travel, in an accessible format from the Department of Transportation by any of the following means:

  • For calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY),
  • By telephone to the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY),
  • By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave., SE., West Building, Room W96-432, Washington, DC 20590, and
  • On the Aviation Consumer Protection Division's Web Site (https://www.transportation.gov/airconsumer/disability).

 

Are you ready to travel with us? Be assured our team is ready and willing to help. In order to ensure you have the best travel experience possible, we recommend you review the travel requirements for your medical devices, request our special meal service and purchase your additional seat if needed.