The following shall consist of the customer service plan for LATAM Airlines Group S. d/b/a LATAM Airlines Group (“LATAM Airlines”), TAM –Linhas Aereas, S. Fares are subject to the specific terms and conditions, as well as the availability of dates, flights and services requested.
You can find these fares at through the Contact Center or at LATAM's Sales Offices at airports (a service fee applies).
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.
Passengers with Medical Needs: • Wheelchairs • Stretchers on board • Incubators • 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 • Infants • 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. Customs and Border Protection and with the Transportation Security Administration.
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 possible, and if available, we will provide this information before the departure of the flight.
Please request them at our Contact Center or at any LATAM office. 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.
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. 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.
d/b/a LATAM Airlines Argentina, Aerolane Lineas Aereas Nacionales del Ecuador S. d/b/a LATAM Airlines Ecuador, and Aerovias de Integracion Regional S. d/b/a LATAM Airlines Colombia (for purposes of the customer service plan, the foregoing airlines shall be collectively hereafter known as “LATAM”). 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.
We provide our passengers, at the airport or onboard, updated information regarding delays, cancellations or the rerouting of its flights.
• 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.