If you have a flight operated by LAN, check its Special Needs Information.

 

TAM has various services available for passengers with special needs in order to guarantee that they have a completely safe and comfortable journey. Check the necessary information on this page.

- At the airport a TAM employee is available to assist passengers with special needs. For cases of sight, hearing or speech impairment, please request assistance 48 prior to flight departure if you are travelling alone.

To print the MEDIF form, please click here.

When you have followed the instructions as appropriate for your case and your MEDIF form has been completed, signed and stamped by a doctor, please send the document to medif@tam.com.br.

Passengers with special needs

So that we can cater for our special needs passengers at every stage of their journeys, please read on and find out how to proceed.

Passengers with special needs

- Visually and audibly impaired passengers

- Cognitively and developmentally impaired passengers

- Elderly passengers

Important

Passengers who require personalized attention due to a permanent disability or those who are incapable of following the safety instructions supplied by our team or of ensuring their own well being, must travel with a companion.

How to request special attention for travel.

So that we can help out special needs passengers, any special attention that passengers may require must be requested through our customer support center when the airfare is purchased or within 48 hours of departure.

On the day of departure

For your comfort and peace of mind, we recommend that you arrive at the airport as early as possible. You must be at the airport at least 1 hour before your flight for domestic travel, and 2 hours in before your flight for international travel.

Acompanying person for passenger with special needs

For your comfort and safety during your flight, TAM requires you to be accompanied in some situations.

Passengers must travel with a companion whenever:

- They are unable to understand flight safety instructions due a mental or intellectual disability;

- They are unable to take care of their physiological or eating necessities unaided.

A discount will only be granted with regard to the companion’s fare after analysis by the TAM medical department. In the event that the necessity for a companion is confirmed, the companion will receive an 80 % discount on his or her fare, based on the price paid by the special needs passenger (normal departure taxes are also charged).

The companion should acquire his or her airfare only after receiving the discount authorization; please read the instructions below.

The companion must be over 18 years of age and able to attend to the needs of the passenger throughout the flight. In order to be able to aid the passenger whenever necessary, the companion will allocated the seat beside the passenger.

How to obtain the companion’s discount:

1. Purchase your airfare and make a booking for your companion at a TAM store inside the airport or through the Sales, Fidelity and Services Center. If you prefer, you may purchase your airfare through the TAM website, although you will not be able to make a booking for your companion.

2. Ask your attending physician to complete, sign and stamp the MEDIF form. Click here to access the form.

3. Submit the form to medif@tam.com.br for analysis by the TAM medical team at least 48 hours in advance of the departure time of the booked flight.

Include the name of the special needs person and the phrase “Discount for companion” in the email subject line.

The 80 % discount granted on airfares purchased by the companions of passengers with special needs will be subject to analysis by the airline’s medical team and will only be granted for flights operated by TAM, TAM Mercosur and LAN. An email with the response will be sent as soon as the analysis is concluded.

For health and safety reasons, boarding may be denied.

If the discount is authorized, a TAM employee will contact you to advise you how to proceed with acquisition of the airfare.

Should your companion’s discount be denied, you may cancel your airfare and you will be fully reimbursed.

Purchase with TAM Fidelity points

If you purchase an airfare using your TAM Fidelity points for payment, your companion’s discount will be applied on the lowest airfare price available at the moment of purchase, with payment to be made via credit card, debit card or in cash. In this case, the price of the airfare and a seat on the flight will not be guaranteed until the ticket is issued, after the MEDIF is approved.

If there is no seat available at the moment of issue, the airfare for the special needs passenger may be rescheduled for another flight, without any surcharge.

Day of boarding

For your comfort and peace of mind, we recommend that you arrive at the airport as early as possible. You must be at the airport at least 1 hour before your flight for domestic travel, and 2 hours in before your flight for international travel.

The MEDIF document must be presented at the check-in counter together with the other documents required for boarding.

For more information, contact the Sales Center.

Medical Needs

If you or the passenger for whom who will purchase the airfare is in poor health, has recently undergone surgery, is wearing an orthopedic cast or requires any assistance at the airport or on the aircraft, you must the respective attending physician to complete the MEDIF document.

Information about the MEDIF document.

The MEDIF is a medical information form that must be completed by the passenger and his or her attending physician and submitted for analysis by the TAM medical team, specialized in medicine related to air travel, in order to ensure general safety and well-being during the flight.

Click here to open the MEDIF form

Check the instructions for completion and submission of the MEDIF form.

1. Purchase your airfare at a TAM airport store, through the Sales, Fidelity and Services Center or on the TAM website.

2. Ask your attending physician to complete, sign and stamp the MEDIF form. Click here to access the form.

3. Send the form to medif@tam.com.br for analysis by the TAM medical team at least 48 hours and at the most 10 days in advance of the departure time of the booked flight.

Authorization to board will be subject to analysis by the TAM medical team. An email with the response will be sent as soon as the analysis is concluded. For health and safety reasons, or when the service cannot be provided, boarding may be denied.

In this case, you will be fully reimbursed or, if possible, your flight will be rescheduled to a later date at no extra cost.

Day of boarding

For your comfort and peace of mind, we recommend that you arrive at the airport as early as possible. You must be at the airport at least 1 hour before your flight for domestic travel, and 2 hours in before your flight for international travel.

The MEDIF document must be presented at the check-in counter together with the other documents required for boarding.

When you check in at the airport, you will have the option to dispatch your wheelchair together with your baggage and use a company wheelchair to board the aircraft, or you may take your own wheelchair to the door of the aircraft. After you are accommodated in your seat, your wheelchair will then be dispatched in the baggage hold by an airline employee. Upon arrival, an airline employee will bring your chair to the door of the aircraft, and you may then proceed to baggage claim.

We remind you that technical aids and medical equipment are dispatched as fragile and priority items.

For passengers without any mobility, a wheelchair for using the restroom inside the aircraft is provided.

For more information, contact the Sales, Fidelity and Services Center.

Frequent Flyers With Reduced Mobility

With the purpose of facilitating travel by passengers with limitations and stable medical conditions, we provide the FREMEC (Frequent Travelers’ Medical Card) card for flights.

This contains passengers’ data and relevant information with regard to the provision of medical care that they require during their journeys.

People with stable chronic diseases such as severe arthritis or cerebral palsy, or those who are tetraplegic or paraplegic, among others, may apply for the card. With this card, they do not need to submit the MEDIF (Medical Information Form) document before each new journey.

If you believe you are eligible for this service or if you wish to receive more information about it, click here and submit the completed FREMEC form, stamped and signed by your attending physician to our air travel health department: fremec@tam.com.br.

After submission of the FREMEC form, our medical department will analyze whether the passenger is eligible to use the card. If approved, its validity will depend on the current state of health of the passenger.

TAM will need to be notified whenever a FREMEC card-carrying passenger is going to travel. The airline should be notified via e-mail, fremec@tam.com.br, including the airfare record locator so that the company can coordinate the journey according to the passenger’s medical needs.

Passengers who require a companion, oxygen or other items of medical equipment, or who present health conditions that may result in a risk to themselves or to other passengers, or who will require special medical attention during the flight, must notify TAM at least 72 hours before boarding.

All other FREMEC card-carrying passengers must notify the airline at least 48 hours prior to boarding.

Transportation of Medicine and Medical Equipment

MEDICINAL PRODUCTS

Transportation of injectable medicinal products on board aircraft is permitted; however, regardless of the destination (domestic or international), only the amount necessary for use during the flight is permitted, and the user must have a medical prescription specifying the need to use these medicinal products.

If needles are required, only the amount necessary for administration during the flight, in accordance with the medical prescription, is permitted, and all additional quantities must be dispatched.

  • Diabetic passengers

Diabetics may carry insulin in their carry-on baggage, as long as it is accompanied by a medical prescription and only the amount necessary for use during the flight may be carried. If needles are required, only the amount necessary for administration during the flight, in accordance with the respective prescription, is permitted.

In accordance with ANVISA [Agência Nacional de Vigilância Sanitária (National Health Surveillance Agency)] recommendations, storage of polystyrene or thermal containers for insulin and/or biological material in aircraft refrigerators is not permitted.

  • Asthmatic passengers

Asthmatic passengers may board with inhalers in their carry-on baggage, as long as they present a medical certificate and the amount of the medication in the inhaler does not surpass 100 ml.

For more information, contact the Sales, Fidelity and Services Center.

 

PORTABLE OXYGEN CONCENTRATORS AND OTHER MEDICAL EQUIPMENT

If you require the use of a portable oxygen concentrator or other medical equipment aboard, you will need to submit a MEDIF form.

  • Oxygen concentrators

Portable Oxygen Concentrators (POC) are portable electronic devices that convert ambient air into concentrated oxygen (90 %) for people who require supplementary oxygen.

This kind of equipment may be transported on any TAM flight, at no extra cost, as long as the devices are FAA (Federal Aviation Administration) certified and they are battery operated. Considering the structure of our aircraft, power outlets are not available on the aircraft for the use of medical devices.

Passengers will need to bring extra batteries that will ensure the devices can be used for 150 % of the duration of the flight.

Passengers will be responsible for handling the respective devices and for responding to any alerts issued by their devices.

Additional batteries must be packaged in single units and transported in order to ensure protection against physical damage and short circuit.

  • Other medical equipment

Medical equipment necessary to ensure the health and well-being of passengers may be used, as long as they do not interfere with the operation of the aircraft, they are manually or battery powered and they do not present any safety risk to the flight and other passengers.

The following equipment may be considered as medical aids: CPAP (Continuous Positive Airway Pressure), BiPAP (Bilevel Positive Airway Pressure), tracheal aspirators, inhalers, oxymeters, etc.

These devices may be transported on all TAM flights, at no extra cost, as long as the airline is notified in advance.

Considering the structure of our aircraft, power outlets are not available on the aircraft for the use of medical devices.

Passengers will need to bring extra batteries that will ensure the devices can be used for 150 % of the duration of the flight.

Passengers will be responsible for handling the respective devices and for responding to any alerts issued by their devices.

Additional batteries must be packaged in single units and transported in order to ensure protection against physical damage and short circuit.

Information about the MEDIF document

The MEDIF is a medical information form that must be completed by the passenger and his or her attending physician and submitted for analysis by the TAM medical team, specialized in medicine related to air travel, in order to ensure general safety and well-being during the flight.

Click here to open the MEDIF form.

Check the instructions for completion and submission of the MEDIF form.

1. Purchase your airfare at a TAM airport store, through the Sales, Fidelity and Services Center or on the TAM website.

2. Ask your attending physician to complete, sign and stamp the MEDIF form. Click here to access the form.

3. Send the form to medif@tam.com.br for analysis by the TAM medical team at least 48 hours and at the most 10 days in advance of the departure time of the booked flight.

Authorization to board will be subject to analysis by the TAM medical team. An email with the response will be sent as soon as the analysis is concluded. For health and safety reasons, or when the service cannot be provided, boarding may be denied.

In this case, you will be fully reimbursed or, if possible, your flight will be rescheduled to a later date at no extra cost.

For more information, contact the Sales, Fidelity and Services Center.

Day of boarding

For your comfort and peace of mind, we recommend that you arrive at the airport as early as possible. You must be at the airport at least 1 hour before your flight for domestic travel, and 2 hours in before your flight for international travel.

The MEDIF document must be presented at the check-in counter together with the other documents required for boarding.

Wheelchairs

For passengers who require mobility assistance with wheelchairs, TAM provides a special service to ensure all necessary aid. You can request it from our Sales, Fidelidade and Service Center at least 24 hours prior to departure.

Passengers with Reduced Mobility

Passengers with special needs who use wheelchairs may transport their chairs on national and international flights at no extra cost.

If a second wheelchair or any other essential medical equipment is required, this may be transported upon payment of a fee (calculated as excess baggage). An 80 % discount will be applied to this fee.

Types of wheelchairs permitted

  • Passenger-owned wheelchairs

Wet-cell battery powered wheelchairs: if you wish to dispatch a wet-cell battery powered wheelchair, the battery must be removed at check in and packaged in the appropriate box supplied by TAM, because these batteries contain corrosive material. If any specific tool to disconnected and reconnect the battery is necessary, you should take it with you to ensure transportation. Upon departure, an airline agent will help you to reconnect the battery to the wheelchair.

Dry-cell battery powered wheelchairs: these can be dispatched without disconnecting the battery. They will be transported in the hold of the aircraft in a vertical position.

Gel-cell battery powered wheelchairs: these can be dispatched without disconnecting the battery. They will be transported in the hold of the aircraft in a vertical position.

Spillable battery powered wheelchairs: these will only be accepted on domestic flights.

NOTE: If batteries present signs of damage and/or leaks, they will not be transported.

For more information, contact the Sales, Fidelidade and Services Center.

Day of boarding

For your comfort and peace of mind, we recommend that you arrive at the airport as early as possible. You must be at the airport at least 1 hour before your flight for domestic travel, and 2 hours in before your flight for international travel.

When you check in at the airport, you will have the option to dispatch your wheelchair together with your baggage and use a company wheelchair to board the aircraft, or you may take your own wheelchair to the door of the aircraft. After you are accommodated in your seat, your wheelchair will then be dispatched in the baggage hold by an airline employee. Upon arrival, an airline employee will bring your chair to the door of the aircraft, and you may then proceed to baggage claim.

For passengers without any mobility, a wheelchair for using the restroom inside the aircraft is provided.

For more information, contact the Sales, Fidelidade and Services Center.

Service Animals

Read on to find out how to travel with service animals.

- Guide dogs

Boarding with guide dogs may be requested for visually or audibly impaired passengers.

Guide dogs can be transported at no extra cost.

Guide dogs for passengers with balance problems, diabetes, epilepsy and other illnesses will also be accepted.

For these situations, the MEDIF [Medical Information Form] document will need to be submitted for analysis by the TAM medical team.

- Transportation of guide dogs for emotional/psychiatric assistance

TAM only provides this service for flights to/from the UNITED STATES and to/from MEXICO.

In the case of guide dogs used for emotional and/or psychiatric assistance, the MEDIF form will need to be completed by the passenger’s attending mental health professional (psychiatrist or psychologist).

Information about the MEDIF document.

The MEDIF is a medical information form that must be completed by the passenger and his or her attending physician and submitted for analysis by the TAM medical team, specialized in medicine related to air travel, in order to ensure general safety and well-being during the flight.

Click here to open the MEDIF form

Check the instructions for completion and submission of the MEDIF form.

1. Purchase your airfare at a TAM airport store, through the Sales, Fidelity and Services Center or on the TAM website.

2. Ask your attending physician to complete, sign and stamp the MEDIF form.

3. Send the form to medif@tam.com.br for analysis by the TAM medical team at least 48 hours and at the most 10 days in advance of the departure time of the booked flight. TAM may contact your healthcare professional to verify the documentation.

IMPORTANT: Remember that the relevant documentation for the transportation of animals will be required in order to transport any animals (check this information on the Animal Transportation page).

Authorization to board will be subject to analysis by the TAM medical team. An email with the response will be sent as soon as the analysis is concluded. For health and safety reasons, or when the service cannot be provided, boarding may be denied.

In this case, you will be fully reimbursed or, if possible, your flight will be rescheduled to a later date at no extra cost.

Day of boarding

For your comfort and peace of mind, we recommend that you arrive at the airport as early as possible. You must be at the airport at least 1 hour before your flight for domestic travel, and 2 hours in before your flight for international travel.

The MEDIF document must be presented at the check-in counter together with the other documents required for boarding.

Transportation is subject to the fulfillment of requirements.

For further details and to request this service, contact our Sales, Fidelidade and Service Center.