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LATAM TRADE

Special Passengers | Handicap

    Passengers with special needs are those that have some form of sensory, physical or mental disability or any other limitation that affects their autonomy as a passenger. 

    These passengers are classified as Passengers Requiring Special Assistance (PNAE) and Passengers Requiring Emotional Assistance. 

     

    PNAEs also include: senior citizens, pregnant women, mothers travelling with breastfed infants, and passengers with conditions that limit their autonomy as passengers, such as, passengers dependent on crutches, convalescent passengers traveling without Medical Certification, in which case said passengers can apply for the MAAS service. 

    PNAE may or may not require traveling with a companion. Depending on the case, they may require Medical Certification and/or any service associated with their condition, such as: diabetic passengers and/or people with balance problems who request to travel with Service Dog (SVAN)

     

    These passengers have been grouped into the following categories:

     

    Passengers Requiring Special Assistance (PNAE)

    PNAE passengers requiring a travel companion

    Passengers Requiring Emotional Assistance

    ·         Passengers with temporary or permanently impaired mobility: are associated with requests for wheelchair WCHS, WCHR, WCHC, WCBW, WCBD, WCMP, WCLB.

     

    ·         Passengers with total or partial sensory disabilities (visual or hearing) SSR BLND/ DEAF.

     

    ·         Passengers with intellectual disabilities: slight and self-reliant associated with an SSR DPNA.

     

    ·         Passengers requiring maximum assistance associated with an SSR MAAS, such as senior citizens, pregnant women, mothers traveling with breastfed infants, and passengers with any condition limiting their autonomy such as crutches, or convalescents traveling without a MEDIF or medical certification

    Non self-sufficient with impaired mobility, sensory disabilities and/or severe mental disabilities associated with an SSR MEDA

    Passengers requiring emotional assistance associated with an SSR ESAN

     

    Groups reservations that include disabled passengers are subject to the same booking requirements for individual passengers, for more details check in the Groups chapter. 

     

    1. Considerations for Seats 

     

    Types of aircraft

    Restricted seats

    Passengers

    Airbus 319/320/321

    First row

    Adults that require an extension to the seat belt

     

    Passengers with disabilities that require restraint devices (DPR "Disabled Persons Restraint")** available in the plane cabin.

    B787 - 8

    36AC-36JL

    B787 - 9

    43AC-43JL

     

    Special passengers traveling alone or accompanied can not be placed in emergency exit seats. 

    Seats with air belts* cannot be assigned to:

     

    (*) Air belt is a safety belt equipped with an airbag in one of the belt straps designed to deploy under impact and representing a possible risk for certain type of passengers. 

    (**) The restraint device provides support for the torso for passengers that cannot remain in an upright position due to their particular disability. This device consists in a harness in two parts used in conjunction with the seat`s own safety belt.

    PNAE passengers are considered self-sufficient, able to understand instructions, tend to their own physiological needs and assist their own evacuation. 

    Assistance for PNAE passengers consists in orientation and guidance during boarding, transit or arrival. 

     

    1. Seats 

    For passengers who can not bend a leg, the first row should preferably be assigned, if an aisle seat is not available. In case of travel with wheelchair, the seats specified in the Wheelchairs chapter will apply. 

     

    2. Request

    The Travel Agent should check if the passenger requires any assistance and should leave a backup in the reservation:The type of assistance depends on the type of PNAE: 

    Passengers traveling with the following SSR codes: BLND/DEAF traveling with or without a guide dog SVAN; DPNA and MAAS in Brazil, the assistance given to them implies to assist the passenger during boarding, transit and arrival. The service MAAS to passengers outside Brazil provides a guide to passengers during boarding, transit and arrival. For further details check Passengers requiring Meet and Assist Service (MAAS).

    All passengers with a temporary alteration or permanent disability in any of their physical abilities, leading to a need for additional assistance during boarding, flight or disembarking. 

     

    1. Considerations

    They do not require Medical Certification as long as they are self-sufficient.Normally travel with an associated Wheelchairs service.Includes passengers with some condition that limits them in their autonomy, for example: passenger with crutches. Check MAAS process 

     

    2. Seats

    For passengers who can not bend a leg, the first row should preferably be assigned, if an aisle seat is not available.There are no special seats assigned for disabled passengers; therefore, they can request any available seat. Except emergency exits.In case you travel with  Wheelchairs, the seats specified in that chapter will apply. 

     

    3. Request 

    If they travel with Wheelchairs details may be entered in a free text. For example: PSGR PARAPLEGIC

    Correspond to passengers with a form of impediment that affects any one of their sense organs. The following are considered within in this group:

    • Visually-impaired passengers
    • Hearing impaired passengers
    • Visually and hearing impaired passengers, due to American regulations on the treatment of Passengers with Disabilities (Air Carriers Access Act Part 382), must be boarded under standard procedures, provided the passenger can communicate with airline personnel and understand and follow Safety instructions. If it is not possible to communicate with the passenger he or she must have a travel companion. 

    1. Considerations 

    These passengers do not require Medical Certification, provided they are self-sufficient and capable of communicating with the cabin crew.

    They can travel with or without a guide dog. 

     

    2. Request 

    These passengers must have the following codes on their respective bookings

    • SSR BLND: Visually impaired
    • SSR DEAF: Hearing impaired

    The request must be entered ideally at the time of making the reservation. The Travel Agent should check if the passenger requires any assistance and should leave a backup in the reservation, depending on the type of PNAE: 

    Passengers traveling with the following SSR codes: BLND/DEAF traveling with or without a guide dog SVAN; DPNA and MAAS in Brazil, the assistance given to them implies to assist the passenger during boarding, transit and arrival. The service MAAS to passengers outside Brazil provides a guide to passengers during boarding, transit and arrival. For further details check Passengers requiring Meet and Assist Service (MAAS). 

     

    If the passenger is traveling with a guide dog, the Travel Agent must inform the passenger about the use of leash/harness and muzzled (See details in Guide Dog Acceptance item). In addition, enter an SSR SVAN to book the service and an OSI to confirm that the passenger was advised on the use of leash/harness and muzzle, for example: 

    SSR SVAN LA 622B15JAN/PSGR  TRAVELING WITH GUIDE DOG 

    OSI LA LA622B15JAN/ PSGR ADV OF MUZZLE AND LEASH IN CABIN

     

    Travel Agents must always ask to passengers if they will require assistance during boarding, transit and arrival. A SSR OTHS note will be left in the reservation as back-up. If the passenger required a service, the request must be entered along with the SSR BLND or DEAF code and in a SSR OTHS in the reservation. For example: 

    Escorting the passenger to the boarding gate: 

    SSR BLND - ASSIST PSGR UP TO BOARDING GATE

    SSR OTHS ASSIST PSGR UP TO BOARDING GATE 

    Escorting the passenger through immigration 

    SSR DEAF - ASSIST PSGR AT CUSTOM CNTRL

    SSR OTHS ASSIST PSGR AT CUSTOM CNTRL If the passenger does not required assistance: SSR OTHS YY PNAE DECLINES ASSISTANCE 

     

    3. Seats

    • Cannot be seated in emergency exit rows.
    • Passenger travelling WITHOUT a guide dog: Preferably placed in an aisle seat.
    • Passenger travelling WITH a guide dog: preferably placed in a window seat.

    These are passengers with only a slight intellectual or cognitive impairment, learning disability or developmental disability but who are capable of communicating, understanding and following instructions, and capable of tending to their own physiological needs.

     The following are passengers in this category:

    •  Alzheimer patients
    • Autism
    • Down syndrome
    • Passengers with an intellectual disability or developmental disability.

    Considerations

    Do not require medical certification for this condition on its own, however, if they also declare they suffer from a disease then they must go through Medical Certification to travel.When these passengers travel alone they can be offered a restricted UM service limited to the ages defined for the service.

    Autistic passengers flying with a travel companion who do not manifest disruptive behavior do not require a medical certificate or any kind. When travelling alone they must have Medical Certification to determine the degree of autism and if they are able to travel alone or not.

    These passengers must have the following codes on their bookings:

    SSR DPNA (Disable Passenger Needing Assistance) on the booking.

    The request must be entered ideally at the time of making the reservation.

    Seats

    According to the existing availability, but excluding seats in emergency exits.

    Request

    The Travel Agent must always consult the passenger if he/she requires any assistance in the boarding, transit or disembarkation processes and endorse the consultation with an SSROTHS. If the passenger indicates that they require some kind of assistance, they must be entered in the free text of the DPNA SSR code and in an OTHS SSR in the reservation:
    For example:

    Escorting the passenger to the departure gate and/or aircraft door

    SSR DPNA- ASSIST PSGR IN CONNECTION AT MAD AIRPORT

    SSR OTHS YY- ASSIST PSGR IN CONNECTION AT MAD AIRPORT

    If the passenger does not required assistance:

    SSR OTHS YY PNAE DECLINES ASSISTANCE

    Assistance consists in orienting the passenger through any of the boarding, transit or disembarking processes. 

     

    Exceptionally passengers with MAAS service in Brazil will be assisted under the same standards as passengers with disabilities (PRSA), in accordance with the stipulations in article 14 of ANAC Resolution 280. 

     

    The following passengers can opt for the service: 

    • Senior citizens
    • Pregnant women
    • Mothers travelling with breastfed infants
    • Passengers with conditions that limit their autonomy as passengers (e.g.: on crutches, convalescents travelling without medical certification) 

    1. Considerations 

    • Only applies for LATAM flights, does not apply on codeshare flights with other airlines
    • Maximum Assistance (MAAS) can be requested up to 24 hours before flight departure. 
    • Requests made later than 24 hours prior departure depend on staff availability at the airport. 

    2. Seats 

    • These passengers cannot be seated in emergency exit rows.
    • The confirmation of the request via system is automatic. 

    3. Request 

    Travel Agents must always ask to passengers if they will require assistance during boarding, transit and arrival. A SSR OTHS note will be left in the reservation as back-up. If the passenger required a service, the request must be entered along with the SSR MAAS code and in a SSR OTHS in the reservation. 

    For example: 

    SSR MAAS - AT TRANSFER IN GRU UP TO GATE ELDERLY PSGR

    SSR OTHS YY- ASSIST ELDERLY PSGR AT TRANSFER IN GRU UP TO GATE 

    If the passenger does not required a service: SSR OTHS YY PNAE DECLINES ASSISTANCE

    These passengers have a degree of disability (either temporary or permanent) preventing them from:

    • Taking care of their own physiological needs.
    • Assisting their own evacuation due to their degree of immobility.
    • Understanding or responding to safety instructions.

    These passengers are not self-reliant and must be processed through medical certification. They also require a travel companion assisting them during the trip on a 1 to 1 basis, meaning each passenger must have a travel companion. Said passengers must be associated with existing codes for disabilities and an SSR MEDA. For more details on Medical

    Certification.

     

    The travel companion must comply with the following requirements:

    • Be a responsible adult of legal age (over 18 years old).
    • Be capable of communicating with the cabin crew and the passenger.
    • Capable of assisting the passenger during boarding, flight and disembarkingMust travel in the same cabin as the passenger

    Check with your LATAM Sales Support Executive for local legal exceptions.

     

    Seats

    • Cannot be seated in emergency exit rows,.
    • The travel companion must travel in a seat next to the passenger. In these cases the travel companion cannot opt for a reserved front row seat until 24 hours prior to flight departure (only available for the passenger with disabilities).

    Request

    It must be associated with existing disability codes and with a MEDA SSR, if applicable.

    Passengers with severe intellectual impairment can only travel if they are stable and can be reasonably expected to remain stable during the trip. The latter must indicated on the corresponding medical certification granted by a psychiatrist or treating neurologist

    Depending on the diagnosis and the Company physician´s decision, the passenger may be required to fly with a travel companion. The following must be taken into consideration: 

    • Must be processed for Medical Certification, maximum 7 days before flight departure.
    • The following are included among severe intellectual or mental health issues:
      • Passengers with psychiatric diseases who present personality disorders, behavioral changes or a distorted perception of reality (e.g.: dementia, psychosis, schizophrenia, psychotic personality, severe depression, microcephaly, cerebral palsy etc.).
      • Passengers with severe mental retardation rendering them incapable of communicating, understanding or following instructions, or tending to their own physiological needs. 

    1. Seats 

    Whether traveling alone or with an escort, mentally disabled passengers MAY NOT be seated in an exit row. In case of severely disabled passengers traveling with an escort, the escort must occupy an aisle seat immediately adjacent to the disabled passenger. 

     

    2. Request 

    Passengers associated to an SSR MEDA must present a physician’s statement more than 48 hours prior to flight departure or at the time of the reservation if more than 48 hours from scheduled flight departure. When entering the SSR MEDA, describe the disability in free text. E.g.: 

    SSR MEDA PSGR SCHIZOPHRENIC MEDIF REQ

    This corresponds to passengers that, due to an emotional condition, require a dog to travel with them providing them with emotional assistance. LATAM only accepts animals as emotional assistance animals if they are presented with a medical certificate or MEDIF that validates the condition.

    ESAN Considerations

    • They are identified with the IATA code ESAN (EMOTIONAL SUPPORT ANIMAL).
    • There are no cabin restrictions or restricted numbers for ESAN on board the aircraft.
    • Requests for emotional service animals must be made 48 hours prior to departure at the latest.
    • Not applicable for flights in connection with other companies or codeshare flights.
    • Service available for all domestic and international operations, subject to sanitary restrictions at each of the destination or connecting countries (e.g.: to/from the Galapagos Islands no pet transport is permitted).
    • The acceptance of the Emotional Service Animal is subject to the health and documentation restrictions established by the health authorities in each country. Referential information according to TIMATIC can be provided to identify these potential health restrictions, also informing passengers that they are responsible for contacting the health authorities to get information regarding the travel restrictions, according to the connection and the destination countries.
    • Transport of these animals has no cost for the passenger, independent of whether they travel in the cabin or hold, and are not included in the passenger’s baggage allowance.

    Seats

    They cannot be assigned to emergency exit rows.The animal must be placed at the passenger’s feet.

    Request

    Reservations for emotional support dogs must be made at least 48 hours prior flight departure by entering the code SSR ESAN.

    Enter the SSR ESAN code and in free text enter the dog's age.

    Dogs must be at least 8 weeks of age. However, only for the USA the minimum age required is 4 months.

    Considerations for the Certificate / MEDIF
     
    • Must be provided by a Psychiatrist. In USA it can also be issued by a "Licensed clinical social worker".
    • It must include an issuance date; full name and identification  number of the patient as well as treating physician*, telephone number for both the professional and medical center, and signed by the professional in question. * The number of identification will not be a requirement for doctors in US / CA / AU / NZ. In the case of Peru, the number of CMP to replace identification number is accepted.
    • Must be legible and understandable.
    • Be valid and up to date (issued no more than 1 year earlier)Indicate the passenger’s emotional disability and expressly indicate the need for an emotional service animal for travel on an aircraft and/or for activities at the passenger’s destination.
    • Clearly specify when the passenger must travel with more than one dog.
    • LATAM will verify that the certificate complies with all the requirements described above before confirming the service.
    • The passenger must present all the required documentation when making the request as well as when checking-in at the airport. NOT presenting the documentation is reason for denied boarding.

    Dog requirements

    • The dog size must allow it to fit under the seat in front of the passenger or at their feet, without protruding into the aisle. When this is not met, LATAM will do everything possible to locate the dog assigning a more appropriate seat, if this is not possible, eventually the dog should be sent in the cargo hold, provided that it complies with the restrictions applicable to the transport of AVIH. When the transfer is carried out in the cargo hold, it does not apply collection.
    • The dog must be at least 8 weeks of age. However, USA requires a minimum dog age of 4 months. Acceptance of emotional support dogs is not restricted to any race in particular because they travel in the cabin. However, should a dog need to be transported in the cargo hold, acceptance will be subject to AVIH transportation conditions.The dog must have all health certifications for the intended itinerary.
    • The dog must be clean, healthy and behave (e.g.: it must not relieve itself on the aircraft cabin).
    • The dog must not be fed on board.
    • The dog must not display aggressive behavior, should it behave aggressively it may be denied boarding in cabin, but can opt for traveling in the hold.

    Use of leash and muzzle in emotional assistance dogs

    Due to aeronautical regulations the use of leashes / harnesses on guide dogs must always be placed on board.

    The muzzle should always be carried and used only if necessary, except for LATAM Airlines Chile flights in which case the use of a leash and muzzle is mandatory.

    In accordance with legal regulations in Brazil, emotional service animals boarding in Brazil CANNOT be obliged to wear a muzzle at the moment of boarding. This applies to all emotional service animals boarding in Brazil, independent of their point of origin, the passenger’s nationality or where the ticket was issued; for the rest of the flights on the passenger’s itinerary, local regulations apply, in other words, leaving Brazil a muzzle is not necessary, but for later flights the passenger must present it and/or make sure the animal is wearing it.

    Once the animal has been confirmed, the LATAM executive must enter an OSI corroborating the passenger has been informed of muzzle and leash/harness restrictions.

    Unlike passengers traveling with a companion (who are assisted by a third party) or those in need of emotional assistance (traveling with an emotional support dog), the PNAE will be provided with assistance if they say they need it. The types of assistances are detailed in the following chart:

     

    Details of Assistance

    Passengers with WCHS, WCHR, WCHC, WCBW, WCBD, BLND / DEAF (with or without guide dog) SVAN, DPNA, and MAAS*  service (in Brazil)

    Passengers with MAAS service (outside Brazil)

    Check in

    Priority counter at airports where available.

    Guide the passenger to the boarding gate

    Priority counter at airports where available.

    Guide the passenger at the boarding gate and during flight connections when applicable

    Boarding

    Has the right to priority boarding

    Assistance during international police or immigration checks (international flights) and through security check points.

    Guide the passenger to the aircraft gate

    Has the right to priority boarding

    Transit/Connection

    Guide the passenger to the boarding gate of their connecting flight

    Assistance in baggage claim (except in airports where baggage handling is restricted)

    Guide passenger to the aircraft.

    Guide the passenger at the boarding gate of their connecting flight

    Guide the passenger at baggage claim at connecting airport.

    Disembarking

    Assistance passing through immigration and customs

    Assistance in baggage claim (except in airports where baggage handling is restricted)

    Assistance up to exiting disembarking area

    Guide passenger on passing through immigration and customs

    Flight

    Assistance in finding their seat

    Stowing hand luggage in cabin overhead compartments

    Assistance moving between restroom and cabin (if required)

    Excludes personal care during flight (for example: personal hygiene, feeding assistance etc.)

    Assistance in seat location

    Assistance in stowing hand luggage in cabin overhead compartment

     

    Service dogs dogs are dogs trained to guide their owners or provide other types of services. They are used by passengers with varying pathologies or disabilities such as: 

    • Disabilities of the senses (visual or hearing impairments).
    • Passengers suffering from balance disorders.
    • Diabetics.
    • Epileptics.

    The dogs assist these people, guiding the blind or deaf and providing sufficient warning when passengers are likely to faint or suffer from decompensated diabetes, or an epileptic crisis. This makes them essential to these passengers’ travel plans. 

     

    Considerations

    • Travelling with the service does not exempt passengers from providing a Medical Certification when their particular ailment so requires.
    • They must be duly identified with a distinctive and official character (their respective ID card or tag, granted by a center for guide dog training or by the instructor).
    • There are no restrictions to the amount of guide dogs on the aircraft with the exception of sanitary restrictions at the country of destination or at stopovers. 
    • Therefore these animals must have all the required documentation accrediting they are healthy.
    • Applies for any LATAM flight (except to the Galapagos Islands), prioritizing bookings on operating flights.
    • Guide dogs are exempt from charges and are not included in the passenger’s baggage allowance.

    Dog Documentation Considerations

    • Accepting a pet is subject to sanitary and documentation restrictions by each country’s respective sanitary authority. We can provide references as issued by TIMATIC to identify the possible restriction, informing passengers that it is their responsibility to contact the sanitation authorities to inform themselves of the travel restrictions for each connecting country, and their final destination.
    • Exceptionally, for domestic flights in Brazil passengers must also travel with their pet’s updated vaccination card. For international flights originating in Brazil, they must travel with the updated vaccination card and the International Zoosanitary Certificate.
    • Flights to London have the following restrictions:
      • The animal must have a tattoo or microchip with its respective vaccination card number.
      • The client must contact the British Department for Environment Food and Rural Affairs, DEFRA, at least a week before flight departure to schedule an inspection and issuance of the corresponding sanitary document.
      • The client must also contact the Animal Reception Center at Heathrow airport – LHR at least one week prior to flight departure to request an approval letter.
      • At check-in/boarding the passenger must present a copy of the sanitary documentation for the animal and the approval letter.

    Seats

    • Passengers with guide dogs cannot be seated in emergency exit rows. The must be preferably assigned a window seat and the guide dog must travel under the seat in front of the passenger or at the passenger’s feet without obstructing the aisle.
    • Due to requirements set by regulations for people with disabilities, seats in the first row of the Economy cabin must be blocked until 24 hours prior to flight departure and reserved for passengers with disabilities such as impaired movement or passengers travelling with guide dogs.
    • Because it is necessary to allocate these passengers on first row, they cannot, besides SVAN, travel also with a pet in cabin (PETC), because these pets are not allowed to travel on this row. In addition to that, if they were allocated in other row, would not have enough space to both animals.
    • This seat will always be blocked and varies according to the type of material.
    • Seats per type of aircraft are:

     

    Type of aircraft

    Seat

    A319

    1C

    A320

    A321

    B767

    12D

    B787

     

    • Once the 24-hour deadline has been reached the seats are available for other Special Service passengers.
    • If the passenger with a disability does not request the seat within the stipulated time frame (does no comply with the early seat assignment requirement) and still asks for a seat in the first row, they must be informed and explained of the situation letting them know the seats have been freed for other purposes and they will be assigned another available seat.
    • Only applies for passengers with disabilities, passengers that must fly with a travel companion must be assigned a seat in another block allowing them to be seated together.
    • The Airport has no available options for assigning additional seats in the first row for these passengers; therefore seats must be assigned during the purchase process.

    Use of leash and muzzle in guide dogs

    • Due to aeronautical regulations the use of leashes/harnesses on guide dogs must always be placed on board.
    • The muzzle should always be carried and used only if necessary, except for LATAM Airlines Chile flights in which case the use of a leash and muzzle is mandatory. 

    Once the animal is confirmed, the Travel Agent must enter a back-up OSI indicating that the information of restrictions on the use of the muzzle, strap/harness was given to the passenger.