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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. 
    • At Brazil airports there is a sign language simultaneous translation service, where LATAM agents access it via their tablets,  to enable communication between LATAM agents and hearing impaired passengers via a video call.

    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.

     

    In Brazil, the issuance of the PNAE companion ticket must be requested directly with LATAM.

    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

    DEFINITION

    These are passengers who, due to an emotional condition, must travel accompanied by a dog that provides emotional assistance. LATAM only accepts dogs as emotional support animals at no cost for the customer, provided a emotional support dog form or a medical certificate attesting to this condition is presented. 

    Key Points about the PNR:

    • The service must be booked at least 48 hours prior to scheduled departure.
    • The service is booked via www.latam.com by sending the completed ESAN form in the “Contact Us” section as follows: Request > Special Requests > Documents required for travel with emotional support dogs.
    • All requests are examined and evaluated by the respective backoffice areas, which are responsible for ensuring the certificate meets all requirements. 

    Flight Restrictions.

    • Cabin: available in Economy, Premium Economy and Premium Business.
    • Routes:

    Tickets issued since November 15, 2019: ESAN is only available on routes where the concept of emotional support animal is recognized by the national legislation:

    • To and from the USA
    • To and from Mexico
    • To/from and within Colombia

    Tickets issued before November 15, 2019: will not be affected by the route restriction. Therefore, the 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).

    Not applicable for flights connecting with other airlines or codeshare flights, except on routes to/from the USA and/or Mexico. The service must always be accepted in itineraries containing codeshare or OAL flights in order to comply with the national regulations of these countries.

    • Maximum per flight: No limit.
    • Check-in Time: Passengers traveling with ESAN must check in 1 hour prior to the check-in time indicated in the boarding pass. 

    Travel documents for the ESAN:

    The ESAN certificate required is the one implemented by LATAM. Exceptionally, a medical certificate will be accepted if the passenger does not have the ESAN form. Conditions for both documents are as follows: 

    ESAN Form.

    • The form must be submitted together with the request for ESAN (at least 48 hours prior to flight departure). The form must be completed by the mental health professional currently treating the passenger and by the passenger themselves in each section required before submittal through the latam.com contact form.
    • The form is valid for 1 year from the date of issue by the treating professional and for all flights during its validity period.
    • The passenger must carry and retain all original documents, as these may need to be provided for review at any time during the journey (during check-in or in flight).
    • The form consists of 3 parts. To review the form click here

    Medical Certificate.

    • The certificate must be issued by a mental health professional ( psychiatrist, psychologist, etc.) and presented when booking the service and at the time of check-in. In USA, the certificate may also be issued by a licensed clinical social worker. The certificate must:
      • Indicate the passenger’s emotional disability and explicitly state that the passenger needs the emotional support animal for air travel and/or for activities at the destination.
      • Include the date of issue, the full names and identity document numbers of the patient and the treating physician*, as well as telephone contacts, name of medical center and the signature of the health professional.
      • * The identity document number is not required for US-based physicians.
      • Be legible and clear in meaning.
      • Be valid (issued within one year from the date of submittal).
      • Clearly specify whether the passenger needs to travel with more than one dog.

    Failure to present the documents as specified will result in denied boarding.

    Sanitary Document Requirements:  The dog must meet all sanitary and document requirements in the countries of trip origination, transit and destination. You may provide the reference information in TIMATIC to identify possible sanitary restrictions and inform the customer that they are responsible for contacting sanitary authorities to find out about any travel restrictions in the countries of connection and destination. Further details at latam.com. 

    Dog Acceptance Conditions

    • Maximum ESAN allowed per passenger: A maximum of 1 emotional support dog will be accepted per passenger.
    • Minimum age: The dog must be at least 4 weeks of age.
    • Dog Size and Location: The dog must travel in the space under the passenger’s legs, on their lap or under the seat in front of them. If traveling entirely on the passenger’s lap, the dog must not exceed the size of a lap infant. In all cases, dogs may not exceed the passenger’s seating space or block the aisle. Dogs may not be located in an exit row.For safety reasons, the passenger will be asked to place the dog at their feet during the in-flight meal service.If the dog is too big or too heavy for safe transportation in the cabin (i.e. if it exceeds the passenger’s seating space or blocks the aisle), it must be carried in the cargo hold as AVIH free of cost and comply with all associated requirements.
    • Use of Leash/Muzzle: The passenger must carry a leash and/or harness. A muzzle should also be carried for use onboard, if necessary.
    • Dog Condition:
      • The dog must be clean, healthy and behave appropriately. Emotional support dogs must behave properly during the flight, just like service animals. E.g.: must not show signs of aggressive behavior or relieve itself in the cabin.
      • If the dog behaves inappropriately without reason (i.e. barks, growls, jumps over passengers or relieves itself in the cabin, thus inconveniencing other people) at any time during the trip, the passenger will be asked to restrain the dog and/or take the measures required to remedy the situation (use a muzzle, diaper, clean the area, etc.).
      • The dog must not be fed on board.
    • Breeds Accepted: Emotional support dogs have no restriction as to their breed, unless required by the countries of transit or destination.  This information is available in TIMATIC.
    • The passenger is responsible for providing an approved container in case the animal needs to be checked as AVIH if transportation in the cabin is not possible (E.g.: the dog is too big, shows inappropriate behavior, etc.).

    Seats.

    • Passengers traveling with ESAN dogs may not be assigned a seat in an emergency exit. These passengers will preferably be assigned a window seat or a seat in the rear of the cabin.
    • The dog must travel in the space under the passenger’s legs, on their lap or under the seat in front of them.
    • Dogs may not occupy a seat.

    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

    Baggage

    Priority baggage claim on international and domestic flights within Brazil, Peru and Chile.

    N/A

     

    (*) In accordance with the stipulations in article 14 of ANAC Resolution 280, passengers with MAAS service in Brazil must be provided assistance under the same standards as other PRSA passengers.

    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.
    • Flights operated by LATAM Airlines Brazil guide dogs under training are accepted for travel in the cabin if accompanied by the family responsible or the trainer, subject to the presentation of certified documentation. This option is in addition to the current service dog acceptance criteria for passengers with disabilities or suffering from compromised balance, diabetes or epilepsy.

    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.

    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.

    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.