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.


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 travel with formal identification (card and sign) that identifies it as a guide dog.

Emotional Assistance Dogs

To travel with an emotional support dog, notify our Contact Center at least 48 hours before your flight departure and send us a medical certification of your psychologist, psychiatrist or Licensed Clinical Social Worker, in the case of the United States.

The document must meet the following requirements:

  • Maximum of one year old.
  • Must contain a clinical diagnosis in which it is explicitly stated that your pet is indispensable to you.
  • Passenger and doctor’s full name and identity document number, except doctors in the United States, Canada, Australia and New Zealand. For Peru, a CMP number is acceptable in place of an identity document number.
  • The medical provider or medical center’s telephone number.
  • Doctor’s signature.

It’s important that you understand that transportation is allowed on all our routes, except on flights connecting with other airlines (except routes to or from the United States and Mexico). Transportation is not allowed for destinations where local laws restrict dog transportation or your dog’s breed.

If your dog’s size exceeds the area at your feet or interferes with another passenger’s legroom, it will have to travel in the hold of the airplane inside an appropriate carrier, at no additional cost. 

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 are traveling within Brazil you must present its health certificate issued 1 day before your flight departure and proof of current rabies vaccination.
  • 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 guide or emotional assistance dog must travel at your feet or under the seat in front of you without obstructing the aisle or emergency exits. 

It must wear a leash or harness and know how to behave itself. It must also be clean and healthy. If your dog is restless or aggressive, we recommend you transport it in the hold of the aircraft. 

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

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 (


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.