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.

If any of your flights is operated by an airline other than LATAM, you must request the service directly from the other company.

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.

Keep in mind that:

  • If you’re traveling with your own wheelchair, you can Check-in and get your boarding pass on our website or App. If you’re traveling with a battery-operated, motorized wheelchair, you can get your boarding pass at the airport.
  • When traveling with a manual or motorized wheelchair from Brazil, you can get your boarding pass once you’ve finished Check-in on our website or App.

We recommend you save your boarding pass on 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.

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).