Simple requests, handled instantly.
Specialized support when you need it.

Get answers instantly, without calls or wait times

The LATAM Trade Virtual Assistant answers questions about bookings, tickets, fares, baggage, and waivers in seconds — 24/7.

Virtual Assistant chat icon Try it now

Look for this icon in the bottom-right corner of your screen and click it to open the chat.
Virtual Assistant chat icon AI Chat · LATAM Virtual Assistant
● Online
Hi! I'm your LATAM travel agency support assistant. I'm here to help with your requests.1:11 PM
I need to know whether booking FUYDRS is refundable and what penalty applies if the passenger can't travel.1:15 PM
Based on the fare rules for booking FUYDRS, here are the refund conditions:
  • Before departure: refundable with no penalty (0%).
  • After departure: refundable with a 50% penalty on the fare amount.
Airport taxes for unused segments are always refundable. Is there anything else I can help with?1:15 PM
Yes. Please email me the full itinerary.1:17 PM
Done. I've sent the full itinerary for booking FUYDRS to the email address on file. It should arrive shortly. Anything else I can help with?1:18 PM
24/7

Always available

Including nights and weekends

0

Wait time

Immediate response, no queue

6

Languages

Write in the language you prefer

✓

Email summary

A record of your request, sent to your inbox

→

What it can do today

See available tasks

Your first line of support, right inside the portal

It's built into LATAM Trade and uses real-time information from your bookings and tickets to answer questions about the case you're working on.

It's not an article search tool. It answers questions about the specific case you're working on, using the details from that booking or ticket.

And when you need a specialist, it connects you with one. Tell it exactly what you need, even if it can't resolve the issue yet. That helps route you to the right team, and the agent receives a summary of what you've already shared — so they can pick up faster without asking you to repeat yourself.

What the Virtual Assistant can handle today

These are the requests the Virtual Assistant can handle today. Whenever we add a new capability, you'll find it here.

Booking, ticket, and order status

Check whether a booking is confirmed, a ticket is valid, or an order has an issue. Enter the PNR, ticket number, or order ID.

Get an immediate answer, no calls needed.

See example
Example in chat
Is booking ABC123 confirmed?
✓ Confirmed. LA3302 · GRU → SCL · Sep 1, 8:45 AM. No canceled segments. Ticket 957… is valid and has not been reissued.

Flight status

Check whether a LATAM flight is on time, delayed, canceled, or has a schedule change. Search by flight number, or by route and date.

Real-time status, with local time for each airport.

See example
Example in chat
Is LA3302 on Sep 1 departing on time?
✓ On time. Departs at 8:45 AM and arrives at 12:20 PM, local time at each airport.

Fare rules

The Virtual Assistant turns fare rules into clear answers: whether changes are allowed, what the penalty is, and whether the fare is refundable.

No need to interpret fare rules in the GDS.

See example
Example in chat
What are the change rules for booking FUYDRS?
Light fare. Changes before departure: allowed with a USD 120 penalty + fare difference. After departure: not allowed.

Name correction

Request the correction directly in chat. The Virtual Assistant checks the conditions and, if eligible, processes the change right away.

Resolved in minutes, with no extra forms.

See example
Example in chat
For PNR ABC123, I need to correct the last name from “Gonzales” to “Gonzalez”.
I checked the ticketing channel and how much time remains before departure. This correction is eligible. Would you like me to process it now?

Baggage allowance

See the baggage allowance for a specific booking and how to add baggage. You can also compare fare attributes by telling the Assistant which fares you want to compare.

Specific to your booking, not a generic chart.

See example
Example in chat
What baggage is included with booking ABC123?
Full fare includes 1 personal item + 1 carry-on (10 kg) + 1 checked bag (23 kg). No additional baggage has been purchased. I can show you how to add it.

Waivers

Find out which waiver applies to your case and how to request it in the Private Portal. Covers both goodwill and special-policy waivers.

Clear guidance without searching manuals.

See example
Example in chat
For PNR ABC123, the passenger is sick and can't travel. Which waiver applies?
Special policy waiver for medical reasons. You'll need a medical certificate with the date and signature. Submit it through the Waivers module in the Private Portal.

Refund process

Find the right process based on country, ticket type, and ticketing channel, including country-specific cancellation rights.

Get it right the first time, with less ADM risk.

See example
Example in chat
Where should I process the refund for ticket 9571234567890, issued in Chile through a GDS?
Through your GDS or BSP Link. In Chile, the right of withdrawal applies within 48 hours of purchase when departure is more than 7 days away.

Voluntary and involuntary changes

See the available options when a passenger wants to make a change or when LATAM changes the itinerary, with conditions and procedures by channel.

Know exactly what to do next.

See example
Example in chat
For PNR ABC123, the passenger wants to move to an earlier flight. What options are available?
Voluntary change: the fare penalty plus any fare difference applies. Manage it through the original ticketing channel (GDS). I can walk you through the steps.

LATAM products and cabins

Compare the features of each cabin and fare family. No PNR required.

Useful details even before you make the sale.

See example
Example in chat
For PNR ABC123, what's the difference between Light and Full for baggage and changes?
Light: no checked baggage; changes allowed with a penalty. Full: 23 kg checked bag included, no change penalty, and refundable.

Airport terminals

Using the PNR, the Virtual Assistant identifies the terminal for the passenger's flight.

The terminal for that specific flight — not a general rule.

See example
Example in chat
Which terminal does the flight in booking ABC123 depart from?
It departs from Terminal 3 at GRU. I recommend confirming again 24 hours before departure in case of operational changes.

Taxes and fees

See which taxes and fees apply and where they are paid (TUUA, PE, and others), using the booking code.

No need to search country-by-country tables.

See example
Example in chat
What taxes and fees does the passenger on booking ABC123 need to pay?
Airport taxes are already included in the ticket. There are no additional airport payments for this itinerary.

Email summary

Get a summary of the conversation and the information reviewed. Tell the Assistant what to include — such as itinerary, baggage, seats, or tickets — and it will tailor the summary for you.

A record in your inbox, no screenshots needed.

See example
Example in chat
Email me the itinerary for PNR ABC123, including baggage and seats.
Sent to the email address on file: full itinerary, baggage allowance, and assigned seats.

Hover over each card to see a sample response.

Get started in under a minute

  1. 1

    Go to LATAM Trade

    You don't need to sign in to use the Virtual Assistant.

  2. 2

    Click the chat icon

    It's in the bottom-right corner of the screen.

  3. 3

    Enter your contact and agency details

    First and last name, email, and IATA code.

  4. 4

    Choose your request type

    NDC Support, Operational Inquiries, Commercial Support, or Groups & Series.

  5. 5

    Ask your question in everyday language

    Just as you would message a colleague. Always include the PNR, ticket number, flight number, or another available identifier. It also helps route you correctly if the case needs a specialist.

  6. 6

    Get an answer right away

    If the case needs human review, the Virtual Assistant connects you with an agent and passes along the conversation context.

  7. 7

    Request an email summary (optional)

    Choose what to include, and the summary arrives in seconds.

Common requests agents are already handling in chat

Write the way you normally would. The more specific your question, the more precise the answer. Always include any identifier you have — PNR, ticket number, flight number, or order ID.

What's next

We're continuing to expand what you can manage directly in chat:

Coming soon

PETC booking

In-cabin pet bookings, managed directly in chat.

Coming soon

AVIH booking

Animals in the cargo hold, managed directly in chat.

Coming soon

Cancel check-in

Cancel check-in directly through the Virtual Assistant, without leaving the chat.

Coming soon

NDC by LATAM workflows

Specific ticketing and servicing workflows for NDC.

When the Virtual Assistant transfers you to a specialist

The Virtual Assistant handles the most common requests right away. When a case requires deeper review or manual processing, it automatically connects you with the Global Sales Support team, without losing the conversation context.

Simple requests, handled instantly. Specialized support when you need it.

Virtual Assistant chat icon

Ready to try it?

Click the chat icon in the bottom-right corner of the screen. No sign-in required.

Last updated: August 2026 · This page is updated whenever a new Virtual Assistant capability is added.