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LATAM TRADE

Sales | Refunds
    • Refund of tickets issued by Travel Agencies must be processed in accordance with the local refund platform.
    • Only valid* refundable LATAM tickets will be accepted for refund. Valid tickets are considered:

     

    Tickets

    Validity

    Without trip initiated

    12 months from trip commencement date.

    With trip initiated

    According to the maximum stay allowed by fare

    Important: Tickets that exceed these time limits are considered expired.

    (*) Notes

    A. Airport taxes: Unused Airport taxes are always eligible for refund, regardless of the corresponding fare or ticket validity.

    B. Sales Taxes: Sales taxes are refunded according to the fare regulation of the ticket. To confirm if a tax is refundable, the Travel Agent must verify directly through the GDS. The sales tax (VAT) of Colombia always allows refund of the unused coupons, regardless of the fare regulation of the ticket.

    • The channel for requesting the refund of tickets and ancillaries issued on LATAM stock varies depending on the market and the form of payment used.
    • Direct refund via BSP Link does not apply to any market.
    • The ticket is refunded in the original form of payment, except in Ecuador, where it is refunded in cash.
    • All indirect sale tickets reissued by LATAM will be treated as direct sale ticket for refund purposes.
    • Remember that LATAM may issue ADMs for any irregularity in the refund process.

    Considerations to refund tickets will depend on the type of ticket and / or date of issue:

    Definition according to:

    Penalties

    Remarks

    Domestic tickets 

    (Dom AR, BR, CL, CO, EC, PE)

    • Penalties apply by fare component, so they may differ depending on the segment to be refunded.
    • Penalty by percentage (%).

    The refund penalty will be a percentage of the fare component (fare plus surcharge - Q).

    (No fixed penalty per route).

    • In “REF” components, the refund applies: Before or after commencing the trip, subject to the fare regulation for each component.
    • NONREF and REF tickets are refunded according to the conditions of the REF ticket, not discounting the NONREF portion of the original ticket.

    International tickets 

    • Penalties are applied by fare component, so they may differ depending on the segment to be refunded (for tickets issued on or after 09 April 2019).
    • Penalty by percentage (%).

    The refund penalty will be a percentage of the fare component (fare plus surcharge - Q).

    (No fixed penalty per route).

    • The refund must be made before commencing the trip (as indicated in CAT 16 note); otherwise the NOSHOW rule established for the fare will apply. For further details on the interpretation of CAT 16, click here.
    • NONREF and REF tickets are refunded according to the conditions of the REF ticket, not discounting the NONREF portion of the original ticket.

     

    • For combined End on End and Side Trips tickets “Refund” for each separate fare basis (given they are independent price units), in other words, the percentage due for refund is independent a calculated for each fare basis.
    • For partially used tickets the flights already taken must be re-quoted for the date of travel of said flights, and the resulting amount deducted from the total refund amount. Re-quoting the flown segments of the trip cannot be made for cabin classes or fares under the cost of the flown segments. The penalty applicable to the balance is indicated in the item “CANCELLATIONS” (category 16) which lists the original fare. This does not apply to international tickets issued since April 8, 2019, since the partially used tickets are considered NON-REF.
    • Refunds for unused coupons must be requested once the trip has been completed.
    • For private fares, it will be necessary to check the fare regulation of the ticket to be refunded.
    • Penalty fee for refunds on tickets issued from May 27, 2019, originating in South Korea (regardless of the country of issue), depends on days of advance that this refund is requested. This information has to be checked in Category 16 "Penalties".


    Penalty Convertion. When the refund penalty is indicated in a different currency from the payment currency, consider that ticket refunds processed by LATAM must adhere to the terms contained in IATA resolutions 024K and 017f.

    Must be processed as indirect refund via BSPlink: All voluntary and involuntary refund requests, regardless of the form of payment.

    Must be requested through the GDS:

    • Voluntary refunds of unused or partially used tickets paid in cash.
    • Exceptions due to duplicate tickets.
    • Exceptions authorized with Waiver:
      • Commercial: Exemption from penalty made by your Sales Support Executive.
      • Policies: Exemption from penalty. More details in Exception due to death or medical reasons.

    Must be processed as indirect refund via BSPlink:

    All refund requests not mentioned above. 

    Legal Exceptions in South Korea:

    Due to legal requirements in South Korea, tickets must allow refunds depending on how early the request is made.

    Therefore, for LATAM tickets with travel originating in South Korea the regulation has been configured to indicate these refund options.

    In the case of LATAM tickets issued in South Korea with travel originating outside this country, the "Refund" item may not comply with the regulations currently in force in South Korea, so, in order to remain compliant, refund penalties will be charged according to the following:

    • 91 days or more before departure, there is no associated penalty.
    • 90 to 31 days before departure, the penalty is 15% of the fare.
    • 30 days or less before departure, the penalty is 29% of the fare.

    The rule will be applied under category 16 of the fare regulation using the following text:

    BEFORE DEPARTURETHERE IS NO PENALTY CHARGED FOR REFUND THAT IS REQUESTED UP TO 91 DAYS BEFORE DEPARTURE.A PENALTY OF 15 PERCENT WILL BE CHARGED FOR REFUND THAT IS REQUESTED 31 ~ 90 DAYS BEFORE DEPARTURE.  A PENALTY OF 29 PERCENT WILL BE CHARGED FOR REFUND THAT IS REQUESTED WITHIN 30 DAYS BEFORE DEPARTURE.

    Processing the refund:

    • Calculate the refund according to local regulation KFTC.
    • When entering the refund request via GDS or BSP, add the KRREFUNDPOLICY in:
      • If via BSP in the field “Reason for Refund”
      • If via GDS in the waiver code.

    With this code, audit teams will recognize refund requests intended to comply with this regulation.

    1. All refunds must be requested through the WebDevoluciones system, except for exceptions authorized with Waiver and refunds due to duplicate tickets.
    In case of questions about the tool, go to: Políticas Locais BR | Plataforma Web Devoluciones.

    2. For the cases in which authorization with Waiver is required. Access the private portal and enter the request attaching supporting documentation and wait for the response by email. For more details, see the tab: Exceptions due to Death or Medical Reasons.
    In case of Group Reservations, where authorization via Waiver is required, email the request to: nucleodenegocios.grupos@latam.com

    3. For exceptions due to exact duplicity, an email should be sent to reembolso.agetur@latam.com, with the original and duplicate ticket. More details in the tab "Exceptions due to duplicate tickets"

    For information on the status of the refund, check your ticket through GDS and e-LATAM.

    Legal exceptions applicable in Brazil:

    Cancellation without penalty

    The article 11 of ANAC Resolution 400, allows passengers who buy tickets in Brazil (regardless of the route) to desist from the purchase and request the refund without penalty, provided that they meet the requirements.The details are indicated in: Políticas Locais/Regras ANAC (Resolução 400)/No Show Voluntário e Cancelamento sem Ônus (only available in portuguese).

    Ancillaries: The cancellation of the EMD-A, will follow the cancellation rule without cost, provided that the passenger requests the cancellation along with the ticket.

    Must be requested through the GDS:

    • Voluntary and Involuntary refund of tickets, paid in cash that have not been reissued.
    • Exceptions authorized with Waiver:
      • Commercial: Exemption from penalty made by your Sales Support Executive.
      • Policies: Exemption from penalty. More details in Exception due to death or medical reasons.

    Must be processed as indirect refund via BSP link:

    • Voluntary and involuntary refunds of tickets paid with credit card.
    • Exact duplicate (more details in the tab "Exceptions due to duplicate tickets")
    • Tickets from a reissue (Form of payment EXCH), regardless of the form of payment.

    Consider that in Chile, the ticket is refunded to the original form of payment and in Ecuador is refunded in cash.

    Must be requested through the GDS:

    • Voluntary and Involuntary refund of tickets, paid in cash that have not been reissued.
    • Exceptions authorized with Waiver:
      • Commercial: Exemption from penalty made by your Sales Support Executive
      • Policies: Exemption from penalty. More details in Exception due to death or medical reasons.

    Must be processed as indirect refund via BSP link:

    • Voluntary and involuntary refunds of tickets paid with credit card.
    • Exact duplicate (more details in the tab "Exceptions due to duplicate tickets")
    • Tickets from a reissue (Form of payment EXCH), regardless of the form of payment.

    From February 22, 2021, for the Colombian market, the payment of refunds are made through the usual channels (GDS or BSP) for reimbursement to the original form of payment.

    Legal exceptions applicable for Colombia:

    1. Right to Retract or Right to Desist:

    In accordance with the third section of Colombian Aeronautical Regulations (RAC in Spanish), passengers are granted the Right to Retract or Right to Desist.

    • Right to Retract: When the passenger regrets their respective purchase and desires a refund. 
    • Right to Desist: When the passenger does not desire to travel (execute the transport contract with the airline) and requests a refund.

    General Considerations

    • Travel agencies will process their requests.
    • In the event of a reissuance, must consider the original purchase date of the ticket.
    • For cash refunds said refunds will be returned a maximum 30 calendar days from the date of notification of retraction or renunciation.

    Considerations for the Right to Retract:
    Tickets issued in Colombia up to December 5, 2019:

    • Colombian Aeronautical Regulations (RAC in Spanish)
    • The ticket must be bought in Colombia, independent of the itinerary’s point of origin. The request must also be made in Colombia.
    • Applies for sales effected via non-traditional methods or distance sales. 
    • Passengers can request a refund a maximum 48 hours after making the purchase.
    • Flight departure must be:
      • Domestic flight: 8 days or more away from the request for retraction. 
      • International flight: 15 days or more away from the request for retraction.  

    Examples:

    a) Passenger buys a ticket for BOG-CLO-BOG on the 1st of June to fly on the 5th of June. Retraction doesn’t apply.

    b) Passenger buys a ticket for BOG-CLO-BOG on the 1st of June to fly on the 12th of June. Retraction applies.

    • It applies for all fares.
    • Applies for unused tickets.
    • For cases combining domestic/international flights, the deadline for international flights applies.
    • The cost retained in these cases can be no greater than 10% of the amount paid by the passenger for the respective fare (fare plus fuel surcharge), this does not include fees, the administrative fee or taxes. Passengers will be charged a maximum of COP60,000 for domestic tickets and USD50 for international tickets (applying the current exchange rate on the date in question), independent of whether the 10% is greater than these amounts.
      Examples:
      a) Fare for domestic route ticket: COP 100.000
      10% is COP 10.000
      Passenger is charged 10.000

    b) Fare for domestic route COP 700.000

    10% is COP 70.000

    The passenger will be charged a maximum of COP 60.000

    Tickets issued in Colombia since December 12, 2019

    The right of withdrawal in Colombia will be governed by the Consumer Statute (Law 1480 of 2011) it will apply as follows:

    • The purchase must have been made in Colombia, regardless of the origin of the trip.
    • The request must be made in Colombia.
    • Applies to sales made through non-traditional or distance methods.
    • The deadline to make the request is up to five (5) business days from the day of the purchase of the air ticket.
    • The travel start date must be more than 5 business days from the date of purchase, both for domestic or international flights. Example:
      • Passenger buys a BOG-CLO-BOG ticket on Friday, December 6, 2019, to fly on Wednesday, December 11, 2019. The right of withdrawal does not apply.
      • Passenger buys a BOG-CLO-BOG ticket on Friday, December 6, 2019, to fly on Friday, December 13 December.The right of withdrawal applies. The request can be made until Thursday, December 12, 2019.
    • It applies for all fares and unused tickets.
    • It will be refunded all the fare paid, except  the administrative fee. 
    • The same considerations apply to purchase of baggage and seats.

    Considerations for the right to desist:

    • The ticket must be bought in Colombia, independent of the itinerary’s point of origin. The request must also be made in Colombia.
    • Applies for tickets bought in any sales channel.
    • Does not apply for tickets in SN and SL brands.
    • The passenger can desist from boarding or travelling at any time between issuance and 24 hours prior to flight departure.
    • The cost retained in these cases can be no greater than 10% of the amount paid by the passenger for the respective fare (fare plus fuel surcharge), this does not include fees, the administrative fee or taxes.
    • Applies according to the following:
      • For tickets sold from Saturday, July 8 to July 12, 2017 the right will be applied regardless of the Brand or the class.
      • For tickets in rates with tariff codes FX, FF, SF, SE or SL (Brands SE or SL only in classes L, M, K, H). issued from July 13, 2017  to June 13, 2018.
      • For tickets issued on the TOP and PLUS brand.2. 

     

    2. Refund of LATAM Travel:

    Due to local regulations and as an answer of COVID-19 global context, for LATAM Travel services all refunds process in Colombia will be done according to the Decree 577 published on April 15, 2020, article 4. Hence, this information was addressed and sent to every Travel Agency in a letter, see an example of it here (only in spanish). This process applies to requests up to February 21, 2021.

    For all voluntary and involuntary refund requests, regardless of the payment method, the ticket status change must be made through the GDS to be processed through:

    ARC - United States

    BSP - Canada


    Applicable legal exceptions for the United States:

    DOT rule for Sales issued in the United States:
    The regulations of the DOT (U.S. Department of Transportation) provides that passengers with tickets/EMD issued in US, are entitled to claim a 100% refund of a ticket/EMD, provided that the refund is requested up to 24 hours after purchase and there are seven days or more between the purchase date and the flight`s departure date.

    • When processing the refund thru ARC, the agent should state: "DOT USA Regulation"
    • The refund must be requested no later than one day from ticketing date.
    • It applies to any route issued in the US and it may be requested at any country.

    Must be processed as automatic refund via GDS: Voluntary refunds, regardless of the form of payment.


    Must be processed as indirect refund via BSP link:

    • Involuntary refunds (passenger protection), regardless of the form of payment.
    • Exact duplicate (more details in the tab "Exceptions due to duplicate tickets")
    • Exceptions authorized with Waiver:
      • Commercial: Exemption from penalty made by your Sales Support Executive.
      • Policies: Exemption from penalty. More details in Exception due to death or medical reasons.
    • The cases in which the Travel Agency cannot execute the reimbursement through GDS. 

    Consider that in Europe the reimbursement can be requested by the issuing Travel Agency or by the passenger. In both cases, the refund will be made by bank transfer. 

    Legal Exception For Israel.

    Complying with the "Israel Consumer Protection Law 5776-2016" Which establishes that passengers who make non-in-person purchases in Israel from Tickets/ Ancillaries have the right to request a 100% refund of the Ticket/Ancillary, provided that the refund is requested up to 14 days after your purchase and there are 7 working days before the start date of the trip.Applies regardless of the country where the refund is requested, as long as it is non-contact sales made in Israel, with IATA of Israel.

    Additionally, the following passengers will have a period of 4 months to request a refund:

    • Senior citizen as a person who has attained the age of 65.
    • New immigrant as a person residing in Israel during the first five-year period after having received an Oleh visa or an Oleh eligibility certificate from the Ministry of Immigration and Absorption (an Oleh visa and certificate may be granted to Jewish immigrants and members of families of Jews immigrating to Israel under the Law of Return, 6710-1950 (SH 5710 No. 51, p. 159)
    • Disabled person as a person with disabilities in accordance with the Law for Equal Rights for Person with Disabilities, 5758-1998 (SH 5758 No. 1658, p. 152). (Amendment Law § 4, adding § 14C1(a) to the Consumer Protection Law.)

    The exception must be channeled through the LATAM Sales Support Executive and this must be supported with a Waiver.This law does not apply to sales in Travel Agencies or websites outside of Israel.

     

    Ancillary Product (Bags and Seats)

    Type of Refund

    Voluntary

    Involuntary

    Ancillaries issued in Brazil

    The refund follows the same logic of the ticket, that is, it can be refunded as long as the ticket allows refund and that it is requested together with the refund of the ticket.

    Protection Policy applies.

    Ancillaries issued in other countries

    Not Applicable*

    * Legal exceptions apply for Brazil and Colombia.

    Considerations for cases of involuntary change of seats while maintaining the original flight:
    When the delivery of the seat purchased is not possible due to causes attributable to the company. The refund of the amount paid for the seat is done proactively by LATAM or on an international route has bought any seat and is awarded an upgrade to Business class, he/she will be allowed to request an involuntary refund of the seat bought in Economy.

    In the case of passengers who proactively contact their travel agency, the following applies:

    • EMD of seat in “OPEN” status:The Travel Agency can process the refund, according to its local tool.
    • EMD of seat in "USED" status: Contact your Sales Support Executive.
      In the case of Brazil “Fale com a Gente (SAC)” should be contacted, according to what is indicated in the following workflow (only available in Portuguese).

    Exceptions due to Death.
    The refund will be allowed without penalty, regardless of the fare regulation, applies for unused or partially used LATAM tickets that include LATAM or other airline flights.
    The exception will apply for passengers with valid tickets issued on a date prior to the death.

    Travel Agent Action:

    To access the details of the process in Brazil, go to Refund requests Brazil.
    For the rest of the markets:

    • Accredit the death of the passenger, direct family member or companion through death certificate and a document supporting kinship when applicable.
    • For audit purposes, when making the request, the Waiver folio number and the supporting notes indicated here must be indicated.
    • Process the refund through the refund request channel indicated for your market

     

    Ticket of:

    Mandatory Support Notes:

    Deceased passengers

    INVOL REF DUE TO DEATH OF PSGR + name and ID NUmber of the Requester

    Companions traveling withdeceased passenger (same or different PNR). It does not apply to groups PNR companions.

    INVOL REF DUE TO DEATH OF COMPANION + TKT Number of the deceased companion.

    Passengers who provide proof of the death of an immediate family member. (spousechildren, parents, siblings, grandparents, grandchildren, siblings-in-law, nieces, nephews, parents-in-law, sons-in-law and daughters-in-law) or partner (with/without civil partnership)

     

    INVOL REF DUE TO DEATH OF FAMILY MEMBER + nombre familiar fallecido

     

    Exceptions due to Medical Reasons.

    LATAM has a policy of Medical Exceptions for critical situations or hospitalization. Any exception of this type must be requested BEFORE the departure of the original flight.
    The following supporting documentation will be required: Certificate of hospitalization that must be issued by the treating hospital or clinic, medical certificate and documentation proving kinship, depending on the case.

    LATAM will evaluate the documentation according to the established internal policy.

    • Exact duplicate tickets corresponds to: two identical tickets issued with the same flight origin/destination, date, FOID, name and last name. It is not necessary  for the fare basis and date of issuance to coincide.
    • Applies for tickets issued by the same Travel Agency and for those cases where the passenger indicates exact duplication with a direct sales ticket, the Travel Agents will be authorized to request a refund for duplication of the ticket issued by the indirect channel.
    • In order to remind our Travel Agents that in case of issuing a duplicate ticket, the duplicate must be voided the same calendar day it was issued. If the duplicated ticket is not voided the same day, refunds for duplicate are subject to an administrative fee in Argentina, Bolivia, Colombia, Chile, Ecuador, Mexico, Peru and Uruguay. Consider that for cases of duplicate with a direct sales ticket, the administrative fee associated to the duplicity will not apply.
    • The amount of the charge is defined according to the route of the ticket and for each duplicated ticket send to refund:

     

    Route of the Ticket *

    Administrative Charge

    Long Haul

    USD 45

    Regional

    USD 30

    Domestic

    USD 20

    (*) The route applies according to current definition.

    • Consider that in Bolivia, 14.94% VAT must be added to the aforementioned administrative fee. For the rest of the countries the amount of the administrative fee already includes taxes, so it is not necessary to add them.
    • For refundable tickets without a penalty, no administrative charge will be applied.
    • The administrative fee applies to the issuing agency.
    • The refund request must be done before the date of the first segment of the ticket and having canceled the reservation.
    • If the reservation has not been canceled before requesting the refund, this will be calculated according to fare regulations.
    • The ticket must be exact duplicity, This procedure does not apply to Inexact Duplicates or Inverted Route Refunds.
    • Associated ancillaries follow the action taken with the ticket.


    Step by Step Travel Agent:

    In the case of Brazil, it applies what is indicated in the tab Refund requests Brazil.

    Rest of markets:

    1. Cancel duplicate reservation of ticket that will not be used.
    2. Enter a standard message on the indirect reimbursement request in BSPLink specifying the duplicate send to refund and the ticket number that will be used. EXACT DUPLICATE WITH TKT 045XXXXXXXXXX (ticket that will be used).
    3. Process the Refund.
    4. The Travel Agent must discount the administrative fee when processing the refund, however, if the administrative fee was not applied on the refund (*), LATAM will apply this charge when authorizing the refund.

    Note: The Agency will not discount the administrative charge to tickets paid by credit card belonging to passengers when requesting the refund, in these cases; LATAM will apply the charge via ADM.

    Applicability: All countries except Brazil.
    If a passenger requests a refund due to denied boarding by LATAM, the LATAM Sales Support Executive must be contacted to authorize the ticket refund without penalty.

    The LATAM Sales Support Executive must verify this is actually a case of denied boarding (DNB). If the refund is warranted, she/he will authorize it via waiver.

    Procedure

    United States

    All other countries

    Change the ticket status via GDS and then, process the refund with the backup waiver via ARC.

    Contact the LATAM Sales Support Executive, who will enter the corresponding waiver after confirming boarding was denied.

     

    The refund will be processed free of penalty via indirect refund through BSPLink, specifying the waiver folio number provided by the LATAM Agency Service Agent.

    In the case of Brazil, the passenger must contact LATAM directly to request the refund. The refund only applies if the ticket is still valid.