- Group fares are based on public fare available for sale, not on private fare.
- Group fares are not commissionable.
- A group reservation is a business consisting of 10 or more passengers. Group reservations can only be created through LATAM. Group reservations created by Travel Agencies will not be evaluated.
- Groups will be associated to the Brand Plus standard.
- The names of the groups are assigned by LATAM who administers a single group reservation. Except for requests made through the group request form; where the Travel Agency must enter the name of the group.
- The name of the group must be correctly entered in the request, in order to identify possible duplications and the business to which it corresponds. It must contain a minimum of 3 and a maximum of 23 characters to allow easy identification, numbers, name of agency or destination city and the word "group" must be omitted.
- If the group ends up with less than 10 passengers, the conditions originally bargained will no longer apply.
- LATAM Groups must apply all fare regulations during all the steps of the negotiation (sale-post sale). At the time of quotation, all fare regulations will be considered, but if due to negotiation purposes between the date of application and issuance, changes in the itinerary of the group occur, the following fare regulations will be allowed not to be considered at the time of issue: MIN/MAX/ADVP/Day Application and Flight Application.
- The exception applies exclusively to first issue, not reissues
- For Domestic groups Colombia, additional to the MIN/MAX/ADVP/Day Application and Flight Application; Blackouts (BO), Stopover (SO) and Season (SE) will not be considered.
- For all markets, LATAM will quote the net fare plus queue (fare + Q). Both will be calculated when booking the reservation and will be honored at the time of ticketing (full amount).
- Service charges apply according to every market`s particular condition.
- On the markets where is authorized, the group reservation will be transferred to the travel agency providing that the business has been closed.
- The following Groups will be evaluated by the Corporate Security Department. Who will determine the boarding requirements
- Group of minors from 2-11 years old. The minor-escort ratio for groups from 2-6 years old is 1 escort per every 4 minors and for groups from 7-11 years old is 1 escort per every 20 minors. For groups over 20 minors, one additional adult will be required for each 1 to 10 additional minors. E.g.: 2 adults will need to accompany a group of 21 minors.
- The accompanying adult must be a legally responsible, self-sufficient adult (18 years or older).
- The LATAM Agent must enter an SSR CKIN in the reservation and in free text enter the name of the passenger in charge of the group Example: PAX JUAN PEREZ IN CHARGE OF SCOUT GROUP APOQUINDO SCHOOL.
- Any group request that includes disabled passengers will be subject to the same requirements as when traveling as individual passengers, that is, they will be embarked without restriction as long as they are able to:
- Understand and respond to safety instructions
- Assist themselves during an evacuation and
- Move about the cabin, feed themselves and take care of their personal hygiene.
- Group leader contacts are mandatory for notification purposes either at origin and destination cities.
Important:
Group reservations must comply with the following considerations:
Those passengers in the group who do not meet these three criteria must travel with unattendant, as established in the conditions for transportation included under Passengers with Disabilities or with Special Assistance Needs.
When entering the name of the passengers in the reservation, the Travel Agent must include the SSR codes associated to the passengers special need, i.e. SSR BLND for blind passengers, SSR DEAF for deaf passengers, SSR WCHS, WCHR, WCHC, WCBW, DPNA, etc., just like in individual reservations.
- Interline group reservations must be reserved on the respective operating flight numbers, not on the codeshare flights.
- Quotation of interline itineraries will not be accepted if LATAM does not take part in the itinerary (at least as marketing carrier and in the routes before mentioned).
- Groups that come from different origins but with a minimum of 10 passengers with the same final destination could be treated as groups.
- All the requests of groups must include the following information:
- Identification of the Agency: Agency`s details (IATA), name of the agent, contacts (telephone, e-mail, etc).
- Identification of the group: Number of passengers, Type of passenger (adults or children), whether they are residents or foreigners. Characteristics of the type of group: Corporate, Ethnic or Tourism, in addition if it is about Youth, Children (CHD), Adults without children, Families or Seniors. If the group includes disabled passengers, advice the type of disability.
- Type of cabin requested: Business or Economy (Class of Service).
- Routing and destination of the group range of dates and possible dates of the journey. Is mandatory to request a favorite flight. If there are any portions of the journey through other companies in the routing it should be mentioned.
- CHD discount does not apply.
- Domestic Groups Chile may be negotiated and sold for one way trips and/or round trips (RT).
- Travel Agencies should process their requests through the channel established by the Regional Office.
- For reservations of series groups see Travel Agents’guide in Commercial Policy/ Manual and Tools/ Series LATAM of LATAMTRADE
When LATAM confirms the group request, the PNR is generated (48 hours later) and the TL established for the different stages is informed to the Travel Agency through an e-mail or the respective platform.
Response time for off-line international segment requests will depend on the carrier involved.
- International if there is at least one international segment
- Domestic in case of 100% DOM flights
The reservations will have the following mark "NEW AGREEMENT GROUP", to be able to identify those that correspond to this new flow.
Time limits are separated by domestic and international routes.
In group reservations where the itinerary includes more than one business, the following TL conditions will apply:
The following time limits (TL) apply to group reservations made in Argentina, Bolivia, Chile, Colombia, Ecuador, Europe, Peru, Paraguay, Uruguay, Mexico, Oceania and United States:
Domestic / Regional Routes |
|
Group confirmation |
Ticketing Time Limit |
3 business days or more before the flight |
2 business days before the flight |
2 business days or less before the flight |
5 hours before the flight |
Long Haul |
|
Group confirmation: |
Ticketing Time Limit |
4 business days or more before the flight |
3 business days before the flight |
3 business days or less before the flight |
5 hours before the flight |
Once the client accepts the fare and commercial conditions, they must attach the document with the details and conditions of the group stamped (with the agency stamp) and with the name of the agency executive in charge of coordinating the group. In this way the blocking of the reservation is guaranteed. DCP agencies must enter the acceptance note: ACCEPTED GRP.
Policy acceptance deadlines:
Agencies, rest of Markets:
Application anticipation |
Document delivery time limit |
61 days or more before the flight |
10 days after sending the document |
Between 30 and 60 days before the flight |
5 days after sending the document |
Between 5 and 29 days before the flight |
2 days after sending the document |
Between 3 and 4 days before the flight |
1 days after sending the document |
2 days or less before flight departure |
24 hours before the flight |
Considerations:
The Santiago (SCL) - Easter Island (IPC) route is considered a regional route.
Travel Agents must check that the TL is entered in the correct format, otherwise, the reservation will be automatically canceled by LATAM.
- The LATAM Sales Support Executive will inform the amount of the pre-payment to the Travel Agency with the following details: PNR Code, name of the group and number of passengers.
- The Travel Agency will issue an EMD-S through its Distribution System. In order to do this, the Travel Agency must create a fictitious reservation to issue the EMD-S for group prepayment concept.
- An individual reservation must be created (1 space) containing one flight segment (the first LATAM flight of the group in "Y" class). The name field must indicate EMD/Name of the group.
- The EMD-S must be created in OPEN Status and in the Endorsements/Restrictions box must be stated NON REF.
- The Travel Agent will be responsible for cancelling the fake reservation within 2 hours from the issuance of the EMD-S and sending the image to the LATAM Agent in charge of the group (Inside Sales/Group Desk). It is mandatory to indicate the PNR code, group name and number of passengers in the subject of the e-mail. Example: RT YXBJAQ, GRP BHP VERANO, TC25.
- The LATAM Sales Support Executive will enter the EMD-S number into PNR groups through a SRR. Example: SSR OTHS PREPAYMENT GRP TC EMD-S 045-XXXXXXXXXX/ USD xxx/ date.
- The LATAM Sales Support Executive will verify the correct issuance (EMD-S costs, code and subcode). When there are issuances errors, the cancellation of the EMD-S must be requested within the same calendar day.Having the confirmation, The LATAM Sales Support Agent (inside Sales/Group Desk) will enter SSR OTHS in the reservation to modify the TL from the issuance. Example: SSR OTHS YY - PREPAYMENT GRP TCxx EMD-S 045-XXXXXXXXXX/ USD xxx/ date.
- After 48 hours from issuing the last passenger of the group, the Travel Agency will be authorized to process the INDIRECT REFUND of the EMD-S according to the current penalization policy of prepayments.
- EMD-S refund requests entered before issuing the complete group will be rejected.
- EMD-S issuances regarding this concept are not commissionable.
- The EMD-S does not apply to the payment of taxes.
This section only applies to agencies that issue through LATAM.
The deposit or prepayment must be made directly in LATAM.
In cases where no penalty is applied, the prepayment amount will be used for the Group's issuance made through LATAM.
Travel Agencies should consider the following when quoting a group:
Example: 1.1 EMD/COLEGIO NACIONAL
EMD-S must be issued in the reservation taking the following criteria into account:
Código (Reason for issuance code): D
Definition: Groups prepayments
Sub - código (Reason for issuance subcode): 997
Remark (Comentarios): Group name, number of passengers (TCxx) y reservation code.
Example: OAKFUA
1.1EMD/ COLEGIO NACIONAL GROUP
NO ITIN
TKT/TIME LIMIT
T-27JUN-EGR5FE7TE 0452119052798 EMD/G EGR5FE7 1519/27J
Each space booked and un-ticketed will be penalized according to the prepaid amount established for the route per passenger. If the group is not ticketed this prepayment is not-refundable and is also not-reusable for another group.
The prepayment amounts are as follows:
Route |
Pre-payment Amount (p/psgr) |
Long Haul |
USD $100. Oceania: AUD$ 100 Colombia: 310.000 COP |
Regional |
USD$50 Oceania: AUD$ 50 Colombia: 150.000COP |
Domestic |
USD $25. Oceanía: AUD$ 25 Colombia: 50.000 COP Ecuador: Galapagos 35 USD and rest of the domestic routes EC 25 USD |
PRE-PAYMENT REFUND (Only applies to Agencies that issue through LATAM )
For NON BSP agencies: The refund of 100% prepayment or full payment will be allowed without penalty (and without waiver) if these are made within the following periods:
Long Haul Routes: if the cancellation is requested 90 days or more prior to flight departure.
Regional/Domestic Routes: if the cancellation is requested 60 days or more prior to flight departure.
The management and control of the TL are LATAM`s responsibility. However, for interline itineraries; the operator involved could trigger notices before the TL stated by LATAM requesting ticket issue.
For those countries or Travel Agencies where group pre-payment procedures exist, the amount of such deposit will also depend on the anticipation, according to the Time Limit tables and penalty amounts detailed in this chapter.
For Travel Agencies: (Does not apply to Brazil), each canceled space will be subject to a penalty through ADM, the amount of which will depend on the anticipation of the cancellation, the value of the rate and the reserved route. The calculation of the penalty will be based on the following table:
Route |
Cancellation date: |
Reduction allowed |
Penalty depending on cancellation date |
DOM/REG |
61 days or more before flight departure |
100% pax |
None |
Between 31 and 60 days before flight departure |
20% pax |
For each additional passenger to the allowed reduction: 25% of the value of the fare (Net + Q) |
|
30 days or less before flight departure |
Not permitted |
100% of the fare value (Net+Q) |
|
Long Haul |
91 days or more before flight departure |
100% pax |
None |
Between 31 and 90 days before the flight departure |
20% pax |
For each additional passenger to the allowed reduction: 25% of the value of the fare (Net + Q) |
|
30 days or less before flight departure |
Not permitted |
100% of the fare value (Net+Q) |
These penalties will be explicitly mentioned in the contract that the agency signs when accepting the Group, so no unjustified ADM dispute will be accepted. In cases where a waiver is applied for the value of the ADM, the waiver must be requested before making the dispute, and include the waiver folio number in the reason for the dispute.
For NON BSP agencies: To apply the penalty, the following must be considered:
Route |
Cancellation date: |
Reduction allowed |
Penalty depending on cancellation date |
DOM/REG |
61 days or more before flight departure |
100% pax |
None |
Between 31 and 60 days before flight departure |
20% pax |
Amount of the prepayment |
|
30 days or less before flight departure |
Not permitted |
Any reduction of passengers will be subject to a fine equivalent to the Total Payment (the refund of the Total Payment is not made). |
|
Long Haul |
91 days or more before flight departure |
100% pax |
None |
Between 31 and 90 days before the flight departure |
20% pax |
Amount of the prepayment |
|
30 days or less before flight departure |
Not permitted |
Any reduction of passengers will be subject to a fine equivalent to the Total Payment (the refund of the Total Payment is not made). |
The LATAM Sales Support Executive responsible for the group will transfer the reservation to the Sabre or Amadeus agency authorized to realize the Claim of the PNR, as soon as the business has been closed and is ready to issue (passengers' approved quantity, fare, route, date and class).
For non-authorized agencies or with other GDS, LATAM administrates the reservation and the agency should work with passive. For all group reservations the mandatory elements that are necessary upon the ticketing time limit are: DOCS (passport), FOID (form of identification) and a PCTC per group (passenger contact). The travel agents are responsible to provide these data to the Sales Support Agents before ticketing.
In all cases, the information must be entered in the PNR in a maximum of 5 elements per transaction and the PNR has to be close each time an element is included.
Ticketing of Tour conductors associated to domestic routes imply a split on the reservation of this passenger in order that LATAM processes the ticket.
Upon time limit expiration day, the cancellation of bookings will occur if the information required hasn't been entered.
Non BSP Travel Agencies must issue at LATAM ticket offices. Group ticketing might involve a collectable service fee according to the conditions established for each market.
BSP Travel Agencies issue in their own ticket stock, submitted to the established procedure according to its distribution system.
To issue the ticket, the travel agent must use the Q, fare basis and current fares found on the web. As usual, the ticket will be priced manually, with the following considerations:
a. The information for ticketing must be obtained from the group web www.serieslatam.com
b. Clicking on “access” will display the entire group information.
c. To create the manual mask, verify the fare published on the web, the Q (if applicable), the fare basis in the homonymous field and the ticketing tourcode (which appears in the header of each group). Groups that have both long haul and DOM/REG segments may require different fare bases that will be displayed in the Farebasis and Farebasis SH boxes.
The standard commission is applied at the time of ticketing, which may also be visualized on the web (under the commission field).
The net commissionable fare is the net commissionable amount negotiated and the current Q of the fare regulation.
The ticket must include GRP/NON END NON REF CHG FEE APPLIES in the Endorsements/Restriction box, and in the tour code box the code that appears in the web.
With regard to the fare construction, it will suffice to issue the ticket with the BULK or IT fare, as in the following example:
SCL LA X/GRU LA EZE LA X/GRU LA SCL M/IT END
Taxes must be calculated in the GDS at the time of ticketing.
It is mandatory to include the Tour Code at the time of ticketing and the wording above in the Endorsements/Restrictions box of the ticket, otherwise, the ticketing will be subject to Debit Memo for Fare Irregularities concept.
When ticketing, the agency must always include the Tour Code generated by LATAM without entering any additional elements.
All groups and series will be exempt from the collection of the surcharge by following these instructions. Any other rate or fee manipulation at the time of issuance will be subject to ADM.
This issuance process applies only to groups or series requested by travel agencies.
- The change is allowed only for one segment of the trip (one-way or return), except for oneway segments.
- It is possible to revert the change back to the original conditions within 5 days after the analysis, as long as there is availability on the flights.
Group reductions (SPLITS) or last minute name changes must be done in compliance with the group policy established. If the request fulfills the provisions negotiated, the LATAM agent should enter an SR OTHS authorizing the request. For example:
"AUTH CHG NAME PSGR JULIO BRAVO TO JULIA CALVO"
"AUTH SPLIT PSGR MENDEZ AND PSGR LOPEZ"
Changes of up to 20% of a group PNR are possible, as long as the minimum of 10 passengers is maintained. These changes are according to the following conditions:
Any request for change in the segments of flights or names for specific passengers, should be evaluated, if accepted, Travel Agents must work from a new PNR. The Travel Agent must "Split" those passengers from the original PNR. Once the changes are confirmed in the new PNR, (once the agency has already taken control through a claim) the resulting PNR from the split must be canceled.
Up to 9 additional passengers may be requested, who will be created in a new PNR referencing the original group. They will be evaluated under the same conditions as the original group and confirmation will be given in case they can be accepted on the flight with the same criteria and group characteristics applicable to flights. The TLs to be applied are those of the original group.
Travel Agents must send an e-mail to the groups department indicating the parent group and stating that this is a case of ADDPAX.
This generates a new PNR. The Groups Agent in charge of the group will enter an OSI message with the PNR code in the parent reservation.
Changes before ticketing should be supported by an SR OTHS; otherwise, the flight sectors will be cancelled (NO, HX status).
After commencement of travel, changes of flight/date and ticket refunds will only be allowed through LATAM and only if the fare regulation permits so.
20% change to a new ticket are permitted for tickets with 100% domestic flights within Argentina, Chile, Colombia, Ecuador and Peru.
The change must be processed as historic reissue, without fare differences or penalty fees (regardless of the ticket regulation), according to the established flow, with out backup waiver through the Group Desk.
The reissue must maintain the flights and dates originally negotiated for the group (not valid for changes of date, flight or class).
The change will be permitted up to 03 hours before flight departure, in case of reissues made during business hours in Argentina, Chile, Colombia, Ecuador and Peru.
If the change is made at the check-in window, the new passenger must be checked so as not to generate an impact at the Airport.
If the original passenger has already checked baggage, the change will not be possible.
No group seats may be assigned on marketing or interline group flights.
The seat assignment is available to the group leader or its members through latamairlines.com and the Agencies Portal.
Depending on the distribution system of the agency, once the claim is done in the reservation, the agency will be able to assign seats.
Overview: The Tour Conductor (TC) is the person who will accompany your travel group. LATAM only offers this service to ad hoc groups. This service does not apply to Series. LATAM offers a TC for each group of 15 paying passengers.
Requests: TC requests are made directly on our website for group bookings at www.serieslatam.com. When making the group booking, the travel agency should check the ‘TC’ box, whether it be for domestic, regional or international travel.
Issuance: Issuances of requests for Tour Conductors for a group (a set fee for each group of 15 travelers) should be executed by the agency. The submission fee will be charged manually at 0 fee, independent of the class of service reserved, with the following base fare code: YCG00G10. The checked luggage allowance will be the same as for the group, 1 PC. The agency should only pay the taxes associated with this route.
Each time you need to submit a request for a Tour Conductor you should contact LATAM Team during designated office hours. The LATAM team will enter a SR OTHS YY with an authorization number that will guarantee this request, and it is mandatory to include this number in the endorsement of the ticket.
Once the ticket is issued, you should communicate this to the LATAM Group Travel Team. Any request of 0 fare travel that doesn’t follow this procedure or does not inform LATAM according to the instructions provided will be subject to an AMD for the value of the full fare rate.
Request for a Tour Conductor may only be made at the same time of making the group reservation booking.
This is to inform that the Group Check-in function via LATAM's new website is temporarily unavailable, so customers must check in personally at the airport.
Group passengers must check in personally at the airport using the self-service kiosks with their ticket number.Does not apply to routes to and from the United States.
Group passengers must be advised to arrive at the airport early on the day of travel.
Please remember to insert the elements SSR DOCS and SSE FOID to facilitate check-in.
- Request the LATAM record to do the CLAIM for the authorized agencies. The non-authorized agencies or with other distributions systems different than Amadeus or Sabre should send the information, with the names, Foids, DOCS, etc. to complete the reservation.
- Agencies working on reservations with CLAIM must enter the information in the PNR in a maximum of 5 elements per transaction, and the PNR has to be close each time an element is included.
- Enter the totality of names, FOID, DOCS, ticket numbers and seats.
- Enter the business number given by LATAM in the Tour Code box.
- Channel through LATAM any modifications to the reservation.
- Before issuing must confirm with the LATAM agent that the negotiated conditions have not suffered changes, in case of fare variations.
- Advice schedule change to their passenge
The following considerations should be taken into account by the agencies on LATAM´s group reservations:
- The reservation has not been issued.
- The PNR must have TL element.
- All segments must be confirmed.
- The PNR must not have a previous claim.
- It must not have OPEN segments.
- Applies only to groups with 100% online routings (does not apply for codeshare flights)The delivery of the record locator should be provided before 72 hours of the expiration of the TL, as long as it is confirmed that the business is closed. That implies defined the amount of passengers, fare, date and routing.
- The number of names must coincide with the number of reserved spaces, that is, all the names of the passengers entered in the reservation must be entered before making the claim.
- There are no NO air segments involved.
- After the CLAIM of the reservation, the agency is responsible for entering, DOCS, FOID and seats (when the fare allows) in the reservation.
- Modifications to the itinerary (date, flight or reservation class) are not allowed from the travel agency once the CLAIM is made, it can only enter information.
- TL extensions will not be processed once the CLAIM is done.
- Once the transfer (CLAIM) has been made to the agencies:
- Any request for change in the itinerary or negotiated conditions will be evaluated by LATAM and should result in a new record. You should not work on the original PNR.
- Any modification in the passenger/segment reservation will be evaluated through LATAM, who will determine whether or not said change is applicable. If applicable, the agency must separate (split) the passengers affected by the change from their system and this modification will result in a new PNR saber. Once this is done, the LATAM executive must create a new replacement record, which will be subject to CLAIM
Claims may be entered by any agency with GDS Sabre and Amadeus. They only need to have the reservation record to enter the claim, provided the following conditions are always met:
From May 1st, when a LATAM group or serie is issued in GDS, a new concept will appear, called surcharge, which will be shown as a tax YR. This surcharge will be exempted for groups and series by following this step by step:
To issue, the travel agent will use the fare basis and current rate found on the website www.serieslatam.com in accordance with the already established procedure.
On the day of issuance, after having generated the manual mask according to the instructions found under the "ticketing instructions" module of the web, the current taxes of the day will be calculated in GDS.
Once you have the complete mask, with the rate, farebasis, tour code and taxes, the next step is to eliminate the value that appears as the YR tax. Please note that if there is any percentage tax in the fare calculation mask, such as the PE tax, it must be manually adjusted and calculated based on the fare value without considering the YR. Once the surcharge has been removed and the percentage tax have been adjusted, issue your tickets normally.
All groups and series will be exempt from the collection of the surcharge by following these instructions. Any other rate or fee manipulation at the time of issuance will be subject to ADM.
This issuance process applies only to groups or series requested by travel agencies.