The following shall consist of the customer service plan for LATAM Airlines Group S.A. d/b/a LATAM Airlines Group (“LATAM Airlines”), TAM –Linhas Aereas, S.A. d/b/a LATAM Airlines Brasil (“TAM”), LAN Peru S.A. d/b/a LATAM Airlines Peru, LAN Argentina S.A. d/b/a LATAM Airlines Argentina, Aerolane Lineas Aereas Nacionales del Ecuador S.A. d/b/a LATAM Airlines Ecuador, and Aerovias de Integracion Regional S.A. d/b/a LATAM Airlines Colombia (for purposes of the customer service plan, the foregoing airlines shall be collectively hereafter known as “LATAM”).
At LATAM, our customers are our priority. We therefore developed a Customer Service Plan that serves to reflect our commitment and provide each and every Customer with the highest level of service, while ensuring their trip is a pleasant experience, from the reservation process until the time we deliver their luggage. The following customer service plan applies to all flights operated by LATAM to, from or within the United States.
1. Lowest Fares Available
LATAM always offers the lowest published fares available. You can find these fares at www.latam.com, through the Contact Center or at LATAM's Sales Offices at airports (a service fee applies). Fares are subject to the specific terms and conditions, as well as the availability of dates, flights and services requested.
2. Notifying Passengers of Delays, Cancellations and Diversions
We provide our passengers, at the airport or onboard, updated information regarding delays, cancellations or the rerouting of its flights. This information is delivered either by agents at the airport or by the flight crew. They will make sure that you receive the most accurate information available regarding the length of the delay and, if possible, the estimated time of departure.
It is LATAM’s policy to promptly inform its passengers and to the public each time there is, a cancellation, a delay of 30 minutes or more in the planned operation of a flight, an early departure of 15 or more minutes, or a diversion within 30 minutes of LATAM becoming aware of such irregularity. These notifications are distributed at the boarding gate area for the flights at any US airport, by email, SMS and/or via an automated telephone call to the phone number and/or email address provided by you at the time of the reservation. If none of these contacts is successful, one of our agents at the Contact Center will attempt to contact you directly. If you make a reservation through a Travel Agency we recommend that you include your direct contact information, otherwise LATAM will contact the agency who will in turn contact you.
In addition, LATAM provides updated automated information for passengers who wish to check the status of their flights at www.LATAM.com, LATAM.com Mobile or by dialing 1(866) 435-9526, select option 1.
3. Services Provided to Mitigate Passenger Inconveniences resulting from Cancellations and Misconnections
If a flight is cancelled or there is a delay we will make all reasonable efforts to accommodate passengers on the next available flight, if seats are available. If we are unable to take you to your final destination on the expected date and the delay or cancellation is the result of circumstances under LATAM’s control, we will offer you reasonable hotel accommodation, subject to availability, and a meal. If, on the other hand, the circumstances that resulted in the delay are due to force majeure (for example, bad weather conditions) we will attempt to place you on the next connecting flight with available seats, in the same class of service purchased, in which case you will be responsible for the overnight accommodations, meals and related incidental expenses. If available, our personnel may be able to help you obtain overnight accommodations.
On certain occasions it is necessary for flights to be diverted or to land at a non-scheduled location. If possible, and if available, we will provide this information before the departure of the flight. If it becomes necessary to divert the flight after its departure, the information will be provided by the flight crew.
4. Delivery of Your Baggage
At LATAM, your flight experience begins from the moment you make your reservation and continues until the moment when your baggage is delivered or you reach a connecting flight. Therefore, our intention is to deliver your baggage on time. If this is not possible, we will make every reasonable effort to deliver your missing baggage within 24 hours following the arrival of your flight. LATAM will compensate passengers for reasonable expenses as a result of any delays in the delivery of baggage as required by applicable international agreements. Furthermore, LATAM shall reimburse passengers for any fees charged to transport baggage if such baggage is consider lost, please see Problems with your Baggage for more details.
If your baggage is missing
• If you left an article onboard the aircraft, please contact our nearest Baggage Claim office.
• If your baggage did not arrive to the baggage claim area at the airport, please contact LATAM personnel at the destination airport with your passport, ticket and baggage receipt.
• If your baggage is still missing after you filed your claim, you may track your baggage online by entering your claim number and your name.
• If the information is not available please check back later or contact the airport closest to you.
• In addition, for further assistance you may email email@example.com.
5. Allow Reservations to be Held or Cancelled for a certain Period of Time
LATAM will allow reservations to be held at the quoted fare without payment, or if purchased, cancelled without penalty, for at least 24 hours after the reservation is made if the reservation is made one week or more prior to the flight’s scheduled departure.
6. Ticket Refunds
Once you have submitted all the required information for a ticket refund, LATAM will make every effort to process the corresponding refund in the least possible time; eligible tickets as required by 14 CFR 374.3 and 12 CFR Part 226 for credit card purchases (i.e., within seven business days after receiving the complete refund request) and within 20 days after receiving a complete refund request for cash and check purchases, including refunding fees charged to a passenger for optional services that the passenger was unable to use due to an oversale situation or flight cancellation. It is important to mention that some tickets are non-refundable so we recommend that you review the terms and conditions associated with the ticket fare purchased. Exceptions may apply to non-refundable tickets during the COVID-19 outbreak as a result of government travel restrictions.
If you submit your ticket refund request through www.LATAM.com, these will be processed in accordance with the applicable fare conditions, unless exceptions apply due to the COVID-19 outbreak. For details visit Information about the Coronavirus (COVID-19).
Refund requests in case of duplicate tickets or death of the passenger must be submitted through Contact Center.
*These times are currently affected by hugh demands during the COVID-19 pandemic.
7. Passengers Requiring Special Services
Every one of our passengers is important, including those with disabilities and other special needs for which we provide an array of services.
Passengers with Medical Needs:
• Stretchers on board
• Medical oxygen
• Disabilities (including but limited to visually or hearing impaired passengers)
• Passengers traveling with service animals
• Medical Certificate required for travel
Passengers with other Special Needs:
• Unaccompanied Minors
• Pregnant passengers
• Special Meals
• Traveling with pets (non-service animals)
• Additional seat
LATAM provides specialized services to passengers with specific requirements. LATAM will properly accommodate passengers with disabilities as required by the Air Carrier Access Act (14 CFR Part 382) and other special need passengers as set forth in LATAM’s policies and procedures, including accommodations during lengthy tarmac delays. Please request them at our Contact Center or at any LATAM office.
8. Lengthy Tarmac Delays
In support of our commitment to ensure customer's safety and pleasant experience in the event of weather, air traffic control, government restrictions and other factors that may result in a tarmac delay, LATAM developed a Contingency Plan for Lengthy Tarmac Delays. A tarmac delay means the holding of an aircraft on the ground either before taking off or after landing with no opportunity for its passengers to deplane. LATAM's Contingency Plan for Lengthy Tarmac Delay has been coordinated with the applicable airport authorities at all U.S. airports served and at designated U.S. diversion airports, including with U.S. Customs and Border Protection and with the Transportation Security Administration.
Should a lengthy tarmac delay occur, if safety and security conditions permit, we will offer passengers beverages and a snack no later than two hours after the aircraft leaves the gate (in case of a departure) or touches down (in the case of an arrival) LATAM will also provide operable lavatory facilities as well as adequate medical attention, if needed, while the aircraft remains on the tarmac. Furthermore, LATAM will provide up-to-date information at least every 30 minutes while the aircraft is delayed about the status of the situation, including the reason for the tarmac delay, if known. LATAM and will also notify passengers beginning 30 minutes after the scheduled departure time (including any revised departure time that passengers were notified about before boarding) and every 30 minutes thereafter of the opportunity to deplane from an aircraft that is at the gate or another disembarkation area with the door open if the opportunity to deplane actually exists and provided that passengers do so at their own risk and with the risk that the flight departs without them.
For more information please see LATAM’s Contingency Plan for Lengthy Tarmac Delay on www.LATAM.com.
9. Oversold Flights
LATAM will handle “bumped” passengers with fairness and consistency in the case of an oversold flight as required by 14 CFR Part 250 of the Department of Transportation’s regulation. When a flight has more passengers with confirmed reservations than seats available, gate agents from LATAM will request volunteers to give up their confirmed spaces in exchange for an agreed compensation and a seat on the next first available flight before taking into account any other boarding priority. On occasion, if there are not sufficient volunteers, boarding must be denied to passengers on an involuntary basis in accordance with LATAM’s boarding priority rules and these passengers will have the right to be justly compensated, in accordance with the applicable federal laws which guarantee fair treatment.
10. Disclosing Cancellation Policies, Frequent Flyer Rules, Aircraft Seating Configuration, and Lavatory Availability
We are committed to providing passengers clear information about LATAM’s existing policies and services, including but not limited to aircraft seating configuration, frequent flyer rules the terms and conditions of the fare that applies to your travel, LATAM’s cancellation policies; and aircraft lavatory availability. Such information is available to customers at LATAM.com and, upon request, through the Call Center and at airports. The LATAM PASS frequent flyer program information is on our website and in materials provided upon enrollment and in updates to LATAM PASS members.
11. Changes to Travel Itineraries
We understand that passengers need timely information about changes to travel itineraries. LATAM will attempt to contact you using the contact information in your reservation about any travel itinerary changes prior to the date of departure in a timely manner.
12. Provide Our Passengers with a Prompt Answer to their Claims
Our customers are our priority. Our Customer Service Department looks forward to hearing from you with respect to any complaints. LATAM will acknowledge in writing receipt of any complaint regarding its scheduled service you within 30 days of receiving it and shall send a substantive written response to you within 60 days of receiving the complaint. You may send your comments, suggestions or complaints through the following contacts:
WEBSITE: www.LATAM.com (Contact Us)
E-MAIL ADDRESS: firstname.lastname@example.org
Telephone: 1-866-I FLY LAN (1-866-435-9526) Option 4
LATAM AIRLINES GROUP S.A.
Servicio al Cliente
Ave. Americo Vespucio 901, Piso 3-A
Renca, Santiago de Chile