Welcoming new heights.
Self-service tasks, solved instantly.

Solve it yourself, in the channel you prefer

Many of your day-to-day questions and requests can already be handled without waiting for an agent. Here are some of the most common topics that our digital tools answer directly — plus the link to get to each one.

Solved in seconds Available 24/7 No queues, no waiting

We haven’t stopped helping you. We’ve changed where and how we do it.

The Virtual Assistant and the LATAM Trade Help Center handle self-service tasks 24 hours a day, every day. And our human support team stays available for what really needs it: technical errors, exceptions, and cases that require review.

The examples below are some of the frequent topics we’re moving to digital solutions. This isn’t a complete list: most routine tasks can also be handled through self-service.

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Start with self-service

Use the channel shown on each card to get it done directly.

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Support for the exceptional

If the tool runs into a problem or your case needs a special review, our support team is still there for you.

Before you travel

Information that depends on external authorities and changes often. The official source is always online.

Travel documents and visas

Requirements depend on each country’s immigration authorities and change often. The official, always-current source is LATAM.com or Timatic.

Available in

LATAM.com

Vaccines and medical requirements

Like documentation, this depends on each health and immigration authority. Check the official, up-to-date source.

Available in

LATAM.com

Airport terminals

These can change at the airport’s discretion, even on the same day. The latest information is on LATAM.com, on the boarding pass, or at the airport itself — worth checking on the day of travel.

Available in

LATAM.comVirtual Assistant

Taxes and fees (TUUA, PE, etc.)

These are set by each country’s authorities and airport operators; LATAM only collects them at issuance. The applicable amounts appear when you quote or issue the ticket.

Available in

GDS / NDC (when pricing)Virtual Assistant

Baggage

Allowances, special baggage, and comparisons: all published and up to date, tailored by fare and route.

Sports or oversized baggage

What’s allowed in the hold, in what dimensions, and how to request it. The full policy is published in the LATAM Trade Help Center.

Available in

Help CenterVirtual Assistant

Baggage included in the fare

It depends on the fare, the route, and the passenger. With the PNR, the Virtual Assistant gives you the exact detail for that booking; the fare comparison tool covers the general cases.

Available in

Fare comparisonVirtual Assistant.com con PNR

Special passengers and services

Requirements and conditions, published and kept up to date in the Help Center.

Unaccompanied minors (UMNR)

Permitted ages, requirements, and conditions by trip type. All published and current in the LATAM Trade Help Center.

Available in

Help CenterVirtual Assistant

Pets, wheelchairs, and special meals

Requirements and procedures for PETC, AVIH, assistance, and special meals. Published and kept up to date in the Help Center.

Available in

Help Center

Managing the booking and the trip

Check-in, statuses, itineraries, and waivers: tasks you handle directly, with your own tools.

Check-in

Check-in opens 48 hours before departure, right on LATAM.com or in the app — instantly, with no need to contact support.

Available in

Check in

Instant, no waiting.

Cancel check-in

Need to undo a check-in that’s already done? Use the “Cancel check-in” option: you handle it on your own, with no wait.

Available in

Cancel check-in

You handle it yourself, right away.

Flight status

Available in real time: enter the flight number or search by route and date, whenever you need it.

Available in

Check statusVirtual Assistant

Ticket status

Look it up with the ticket number or booking code, without contacting support, from the private portal or the Virtual Assistant.

Available in

Trade PrivateVirtual Assistant

Sending the itinerary

Get the itinerary in your GDS or NDC using the “Send details” option on the booking management screen, then send it from your own channel. The Virtual Assistant can also email it to you.

Available in

GDS / NDCVirtual Assistant

Waiver requests

Courtesy waivers (with budget), policy waivers (no budget), and pre-sale discounts are requested in LATAM Trade Private. The Virtual Assistant can explain which type applies to your case.

Available in

Go to Trade PrivateVirtual Assistant

Product

Features and benefits of each cabin, always based on the current commercial offer.

LATAM products and cabins

Features, benefits, and services included in each cabin, updated per the commercial offer. The Virtual Assistant answers even without a PNR.

Available in

Products and cabinsVirtual Assistant

And everything else? Ask the Virtual Assistant

Beyond these topics, the Virtual Assistant handles dozens of other common requests, available 24 hours a day. It’s your first point of contact for anything self-service.

Look for the chat icon, at the bottom right of your screen

Your case isn’t here? If it’s a technical error, an exception not covered by the published policy, or an issue with an issuance, our support team is still available to review it with you.