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LATAM TRADE

News & Contingencies

04/04/2019

REFUND - Channels to request refunds

We inform that the channel for requesting refund of tickets and Ancillaries issued on LATAM stock varies depending on the market and the form of payment used, as explained in the following table:

 

Country

GDS

Indirect refund via BSP Link

United States/Canada

All involuntary and voluntary refund requests, regardless of the form of payment.

 

Ticket status must be changed via GDS to be processed through ARC in the United States and through BSP in Canada.

N/A

Argentina, Mexico, Paraguay and Peru

N/A

·         All voluntary and involuntary refund requests, regardless of the form of payment.

Chile, Colombia and Ecuador

Voluntary and involuntary refunds of tickets, paid in cash that have not been reissued.

 

Commercial exceptions / Refunds authorized with Waiver, regardless of the form of payment

·         Voluntary and involuntary refunds of tickets paid with credit card.

·         Exact duplicate

·         Tickets from a reissue (Form of payment EXCH), regardless of the form of payment.

Brazil

Requests for voluntary and involuntary refunds must be processed via the RefundWeb, regardless of the form of payment.

 

If a waiver authorization is required, contact the sales agent or, in the case of travel agencies, send the request to nucleodenegocios.negociacao@tam.com.br

 

In case of exception due to Medical Reasons or Death, email the request to:

informaciones.agencias@latam.com

 

In case of Group Reservations, where authorization via Waiver is required,  email the request to:

nucleodenegocios.grupos@latam.com

N/A

Europe, Africa and Middle East (EMEA)

Voluntary refunds (regardless of the form of payment) must be processed as automatic refund via GDS.

·         Commercial exceptions/Refunds authorized with Waiver (E.g. Passenger protection, Death, Medical exceptions, Exact duplication, etc.) regardless of the form of payment.

·         Involuntary refunds, regardless of the form of payment

·         If the Travel Agency is unable to process the refund via GDS, it must request it via BSP Link.

Asia, Australia and New Zealand

·         Voluntary refunds of unused or partially used tickets paid in cash.

 

·         Commercial exceptions/Refunds authorized with Waiver (E.g. Death, Medical exceptions, Exact duplication, etc.) regardless of the form of payment.

All refund requests not mentioned in the previous box.

 

 

  • Direct refund via BSPLink does not apply to any of these markets.
  • The refund is made to the original payment method, except in Ecuador, where it is refunded in cash.
  • All indirect sale tickets reissued by LATAM will be treated as direct sales ticket for refund purposes, except in Europe, where the following will applies:
    • Refund may be requested by the Travel Agency or the passenger. If requested by the Travel Agency, the refund will be processed through the Sales Support Agent.
    • In both cases, the refund will be made through wire transfer.
  • Keep in mind that LATAM may issue ADMs for any irregularity in the refund process.

This information is updated in the Refunds section of LATAM Trade.