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LATAM TRADE

Sales | Ticket Modifications

    Modifications to the ticket are understood as any of the following changes made to a ticket:

    • Flight
    • Date
    • Carrier
    • Route
    • Cabin
    • Change to a new ticket (not applicable for LATAM Fidelidade tickets)

    Depending on their origin, ticket modifications are divided according to the following:

    Type of Change

    Origin

    Voluntary

    Requested by passengers (specified in this Chapter)

    Involuntary

    Originated by situations beyond the passenger's control. See Passenger Protection chapter

    Before processing voluntary changes on LATAM tickets, consider:

    • Check ticket validity
    • Verify if the fare allows changes
    • Only the reissuance between the following fare types is allowed:
      • Public to Public
      • Private to Private
      • Private to Public
    • Private fares may keep its original private conditions, as long as the reissuing channel has access to the private fare, otherwise they must be reissued to a public fare.
    • When reissuing Negotiated/Private fares associated to a Tour Code, the following should be considered:

    For historical reissues, the Tour Code must be transferred to the new ticket, respecting the conditions initially negotiated.This does not apply to negotiated fares by the “Núcleo de Negócios Brasil” (tour code "NUCLEO"), due to this Tour code does not allow to maintain the same conditions when the ticket is reissued.

    - Exchange reissues are considered a new business and any condition associated to this new issue implies the generation of a new Tour Code.

    - When there are no special conditions on the new issue it will not be necessary to enter a Tour Code.

    • LATAM audits ticket changes based on the date of reissue, not based on when the PNR is modified. Therefore, any change in the booking should be supported simultaneously by ticket reissue.
    • If the fare has a penalty, the highest or most restrictive penalty of the modified components must be identified.
    • Travel Agents can only reissue tickets that do not generate a difference in favor of the passenger. Netting is permitted, as long as the transaction does not generate a residual value.
    • Voluntary changes of LATAM tickets must always be processed by reissuing.
    • Changes made through indirect channels must always be processed by the Issuing Agency. Tickets may be reissued using a different IATA number than the original issue, provided both IATA numbers belong to branches of the same Travel Agency.
    • Consider that EMD generated by direct channels can not be used as a form of payment directly by Travel Agencies through its GDS.
    • LATAM will not receive reissuance balance EMD as form of payment when the owner of the EMD is different from the new passenger. In these cases, it will only be possible to request the refund of the EMD.

     

    Considerations for voluntary changes made directly through LATAM

    If the passenger contacts LATAM directly or enters the sites of Argentina, Brazil, Chile, Colombia, Ecuador and Peru of latam.com, can make the change provided that all requirements are met.

    In all cases, the tickets are reissued; therefore, the Issuing Agency loses control and for future requirements the passenger must be addressed to LATAM. This is advised to the passenger before making the change and the intervened reservations have the following message: SSR OTHS PSGR ACCEPTS TKT UNDER LATAM CTRL.

     

    The type of reissue depends on whether the change occurs before starting the journey or at any point of the itinerary:

    Type of reissue

    Did the pax start the trip?

    Validity of the reissued ticket*

    Travel Agent action

    EXCHANGE

    WITHOUT initiated trip and changes affect the first coupon. 

    12 months from the new date the journey begins. For exceptions due to Covid-19, tickets purchased until August 31, 2020 with original trip start between March 01, 2020 and December 31, 2020, the change can be made until December 31, 2021 depending on the availability of the system

    The entire itinerary must be re-quoted at the available fare  on the day of reissuance. The original ticket is submitted as part of payment for the new ticket (total for total). 

    HISTORIC

    WITHOUT initiated trip when the change DOES NOT affect the first coupon. 

     Any ticket WITH initiated trip.

    According to the maximum stay allowed by the fare

    The entire itinerary must be re-quoted with the date of the original ticket`s issuance*.  

    Any ticket that does not comply with these deadlines is considered expired, meaning they will not be accepted for changes or refunds.

    *The following is considered original issuance:

    a) For the first reissuance: date of purchase for the original ticket.

    b) From the second reissuance onward: the date on the last ticket where the first coupon has been affected, otherwise, date of purchase of the original ticket.

    Exchange Reissue Considerations

    • Components that do not allow changes must remain unchanged when re-quoting the trip and reissuing the ticket, if such components do not combine or do not comply with ADVP or other rules that imply modification, the change will not be possible.
    • Applies to reissues with “change of business” (change from DOM ticket to INTER or from INTER to DOM).

    Historical Reissue Considerations

    • All segments changed must be re-quoted as "historical", regardless of the cabin, route, or fare family.
    • The used coupon must match the fare of the coupon willing to change in the re-quoting, if not and the used coupon:
      • Did not allow changes, the reissue will not be processed.
      • Did allow changes, it may be given a higher fare to complete de reissue.
    • Reissues with "change of business" (ticket change from DOM to INTER or from INTER to DOM) retain the price, discounting the fare applicable to the route flown* and the penalty, if applicable. The balance is used as form of payment for the new ticket fully quoted at current value on the date of reissue.

    (*) Re-quoting the segments flown on the date of original issue, maintaining the same class or higher.

    Considerations on modifications of REF / NONREF components:

     

    Change to Fare Component

    Fare Price of the Resulting Ticket (without Q)

    REF

    If the change only involves the REF component, the fare price of the resulting ticket (without Q) may be lower, equal or higher than the original ticket.

    NON REF

    When modifying a NON REF component in a ticket, the fare price of the resulting ticket (without Q) should be equal to or higher than the original price.

    • Voluntary changes to tickets must honor fare regulations (min., max., etc.).

    Process:

    1. Coupons to be reissued must be labeled EXCHANGED or status needs to be modified.
    2. The ISSUED IN EXCHANGE FOR field must display the number of the ticket being reissued.
    3. The ORIGINAL ISSUE field must display the original ticket info that was included in the ticket being reissued, or else, the ticket number if the ticket was blank.
    4. Ticket pricing must be completed in the original ticket currency when reissuing international tickets (unused fare and boarding taxes). The chargeable difference will be based on the exchange rate valid on the day reissue is completed.
    5. Reissue ticket

    On tickets with LATAM fares; It applies the highest or most restrictive penalty of the modified components. Penalties are indicated in the “penalties” item of the fare regulation. 

    The amount of the penalty can vary when the change is requested BEFORE flight departure or AFTER flight departure.

    Clarification "ANY TIME"

    The Travel Agent must pay special attention when the text of the Penalties category has a differentiated fine under "ANY TIME", since it is mandatory to check the wording where it says "NOTE".

    In particular, when it appears:

    ANY TIME → Applies before the time of flight

    ANY TIME- NO SHOW (NOTE) →Apply after the time of flight

    Example:

    16. PENALTIES                                                                                                                                                           

        ANY TIME                                                                                 

             CHARGE USD 200.00 FOR REISSUE.

         USD 200 will be charged for re-issuing voluntarily before the time of the flight

             ANY TIME 

                 CHANGES USD 250.00 FOR NO-SHOW.   

                NOTE - TEXT BELOW NOT VALIDATED FOR AUTO PRICING.

               REISSUE MUST BE COMPLETED BEFORE

               DEPARTURE TIME OF THE ORIGINAL FLIGHT -OTHERWISE

                IT WILL BE CONSIDERED NO-SHOW AND SUCH

                PENALTY/RESTRICTION WILL APPLY.

     USD 250 will be charged for re-issuing voluntarily after the flight time (no show).

    • NOTE: it is indicated that reissue must be completed before the time of the original flight.
    • If done after the time of the flight, the penalty indicated in No-Show item will apply. It is of great importance to advise the passengers on this matter during ticket sale.
    • Penalty charges apply according to the correspondent fare regulation.

     

    BRAZIL: PENALTY FEE CONSIDERATION

    Penalties for changes to all LATAM domestic and international fares originating in Brazil are published using a fixed amount and a percentage of the fare. The system therefore selects one of the two criteria to define the amount to be charged to trips originating in Brazil (POC - Point of Commencement) both for domestic and international routes.

    The system selects the penalty to be charged according to the following:

    1) Between the fixed penalty and the fare percentage, the lower will be charged.

    2)If more than one fare component is changed and the penalties are different, the higher penalty of the components changed will be charged.

     

    METHOD USED TO COLLECT PENALTIES:

    The penalty for changes must be collected within the ticket through the OD code. This applies to all markets that issue on LATAM ticket stock, regardless of the  operators involved in the itinerary.

    The OD code is parameterized in the automatic reissue tools of certain GDSs, otherwise the agents must reflect the collection of the penalty in the tax breakdown of the ticket. In countries where the penalty is taxable, the amount for that tax must be reflected separately in the respective tax field. Except in Argentina and Paraguay, where VAT is included in the amount collected from this concept.

    The only exceptions to charging through the OD code are United States and Canada that use the CP code to collect the penalty.

    Considerations:

    • The change in the reservation and the ticket reissue must be processed during the same day.
    • The penalty collection must be associated to a single ticket for each passenger.
    • Penalties collected with the code OD in a reissue are not considered in the tax balance. Each time a reissue is made, 100% of the penalty will be charged.
    • The code OD is not commissionable and does not allow refunds.  
    • The fare differences must be kept in the new ticket as an ADC.
    • Travel Agencies failing to use the collection method specified for their market will be penalized with a fee of USD 5.00 + the administrative charge associated to ADM issuance in the applicable markets.
    • For the countries where a sales tax applies (IGV, etc.), the amount of the tax will be included on the FEE indicated.
    • Additionally, each irregularity will be subject to ADM issuances which represents the 100% of the total charge for penalties + the administrative charge associated to ADM issuance in the applicable markets.
    • The Agency may dispute the ADM within the stated deadline, which corresponds to 14 calendar days from the day of the memorandum issuance (according to IATA definitions).
    • All requests regarding ADMs revisions must be sent via email through the regular communications channels. The administrative charge is non-refundable even though the amount of the irregularity may be claimed afterwards. In this way, the administrative charge will remain the same, in despite of changes in the ADM.

    "Change to a new ticket" is an option that allows a ticket holder to use the ticket to buy a trip for another passenger.

    Application:

    • Applies for voluntary and involuntary changes.
    • For indirect sales made in Brazil, it is now allowed to reissue tickets in favor of third parties, issued at private rates.
    • Not applicable for LATAM Fidelidade tickets
    • For the new ticket, a new reservation must always be generated (same as for a new sale).
    • It only applies for unused tickets as Exchange Reissue, since it implies a new business, the entire journey must be re-quoted at the applicable fare on the date of reissue.
    • The reissue must be made to the same amount or higher than the original ticket and must be done on a 1 to 1 basis.
    • All components of the original ticket must allow changes.
    • For voluntary changes; The penalty and fare differences will be charged if they exist, according to the current availability at the time of making the change.
    • For involuntary changes: The penalty for changes will not be charged. Only the fare differences will be charged.

    Considerations about documentation:

    The Travel Agent must obtain the relevant authorization from the owner of the ticket (in writing) and respond to any event that such change may cause. In the event that the owner designates a third party to make the change, the latter must present legal documents (example power of attorney) that prove it and are applicable in the country of issue.

    The backup documentation must be kept by the Travel Agency as a backup to any LATAM requirements.

    The ancillaries will allow changes (without penalty) only if the ticket fare allows changes.

    Relationship between elements:

    Any change in the itinerary breaks the synchronization between the ticket and the EMD-A.

    It will be necessary to re-establish the synchronization through the re-association of the EMD-A.

    If for some reason, the ticket is reissued and the EMD-A is not re-associated, the passenger will not be able to use the product/service even if the issued EMD-A number appears in the reservation.


    Process

    The distribution systems are currently not able to perform re-associations or re-issue of EMD-A, therefore, given that the EMD-A is a synchronized specie to the ticket, for cases in which the ancillary allows changes, the Travel Agency must reissue the ticket and contact the support area to process the requests according to the following:

     

    Type of Change

    Travel Agent Action

    Same passenger, service and route, WITHOUT positive or negative fare differences.
    E.g.: Change of date/flight maintaining the same route.

    The LATAM Sales Support Executive must be contacted to request the re-association of the EMD-A.
    This process does not remove the control of the reservation to the Travel Agency.

    All other cases:
    Example:
    Change of route
    Changes involving fare differences
    Name Corrections
    Example: Change to a "Forward" or "More Space" seat on the same flight.

    The Agency must issue a new EMD-A associated to the new flight and must refund the original EMD-A, according to the following:

    If the EMD-A allows refund, the EMD-A must be refunded and a new one must be issued.

    If the EMD-A does not allow refund, the LATAM Sales Support Agent must be contacted to request a Waiver to process the refund.

    LATAM allows the following Commercial Exceptions:

    1. Voluntary change to Superior Cabin (no waiver required)
    2. Flexibility for changes 24 hours after purchase (It requires waiver)
    3. Exceptions due to Medical Reasons, Death and Lost/Stolen or Expired Documents (It requires waiver)
    4. Non-consecutive use of coupons on DOM routes Brazil, Chile, Colombia, Ecuador, Italy and Peru International (no waiver required)
    5. Peru Consumer Code (Applies for domestic route Peru, originating in Peru)
    6. Tax exemption verification

    For confirmed Advancement/Postponement flight within the same calendar day, see chapter Ancillaries.

    In cases where Waiver applies, the Travel Agent must:

    • Contact the Sales Support Executive to request the entrance of the respective waiver.
    • Process the reissue of the ticket immediately.

     

    1. Voluntary change to Superior Cabin

    • Passengers with commercial tickets in economy cabin that want to request a voluntary change to travel on Premium Economy or Premium Business cabins on one or more flights of the reservation, will be allowed to make this change without penalty charge - but paying all the applicable fare differences. This change can be done on any date, marketing/operating LATAM flight or LATAM route as long as there is no change of passenger.
    • The original ticket must allow changes and comply with the fare regulation. Only the penalty is waived.
    • Does not require  waiver.

     

    2. Flexibility for changes 24 hours after purchase

    In an effort to provide alternatives to passengers who inform errors made during the purchase, it has been defined to allow ONE change of date, flight, class, and/or route; as well as change to a new ticket; exempt of penalty, until the day after the original purchase.

    Example: If a passenger buys a ticket today at 09:00 horas it will have until the next day at 23:59 horas to make a change. This must be reflected in a Waiver.

    Travel Agents must contact the LATAM Sales Support Agent to request a waiver and proceed with the immediate reissue of the ticket.

    Application

    • Applies to UNUSED LATAM tickets. (Change to a new ticket does not apply to LATAM Fidelidade tickets)
    • NEW: As of February 4, 2021, only applies to requests made before the scheduled departure time of the original flight.
    • The rest of the fare regulations and current reissue policy must be respected. 
    • Only a one time change is permitted.
    • The modification may be done subject to class availability when processing the change, therefore, fare differences must be collected if apply.
    • Changes must be processed by the issuing Travel Agency (same IATA number).
    • It does not apply to group reservations.It does not apply refund. 
    • Except in the USA due to DOT norm.

     

    3. Exceptions due to Medical Reasons, Death and Lost/Stolen or Expired Documents

    • LATAM has a Policy of Exceptions due to Medical Reason for critical situations or hospitalization as well as a policy of exceptions due to lost/stolen or expired documents (it includes expired Visa).
    • All exceptions must be channeled before departure of the original flight through the Sales Support Executive who will evaluate the situation according to the established internal policies.
    • In all cases, proving documents which support the request must be presented.
    • The exception must be supported with a Waiver.
       

    4 Non-consecutive use of coupons:

    The non-consecutive use of coupons for voluntary no-show is an exception delivered to passengers who do not show up in any part of their itinerary. 

    As a general rule, voluntary non-consecutive use will allow the passenger not to use the outward flights to use the return on the original date and flight. If the passenger wishes to change the component following the no show, this can be done as a voluntary change (it will no longer apply as a no show), respecting the regulations of the entire ticket, including the no show component.Example 1: Itinerary PUQ-SCL-PUQ

    Section PUQ-SCL: No show

    Section SCL-PUQ: you must use it on the scheduled date 

    Example 2: Itinerary LSC - CCP via SCL

    Section LSC-SCL-CCP: No show

    Section CCP-SCL- LSC: you must use it on the scheduled date.

    It is not allowed to miss a flight and embark on the next if both are within the same fare component, therefore, it is not allowed to discount segments to apply this exception.
    Example: BBA-PMC-SCL in the same fare component
    Segment BBA-PMC-SCL: No show in BBA-PMC cannot board in PMC-SCL.

    The application considerations are defined in the following table:

     

    Brazil

    Chile and Ecuador

    Colombia

    Italy

    Peru (international flights)

    What type of ticket does it apply to?

    Commercial and award

    Commercial and award

    Only Commercial

    Commercial and award

    Only Commercial

    What routes should the ticket have?

    Only 100% DOM BR

    Only 100% DOM CL or EC

    DOM or Inter with origin CO

    100% LATAM flights 

    International flights

    In which country and date of issue does it apply?

    Applies regardless of the country and date of issuance of the ticket.

    Applies regardless of the country and date of issuance of the ticket.

    Applies regardless of the country and date of issuance of the ticket.

    Applies only to tickets issued in Italy

    Applies to tickets issued in Peru

    What is the deadline to request the exception?

    It must be requested before the flight that will not be used (if passenger does not notify in this period, fare regulation applies)

    It must be requested before the flight that will not be used (if passenger does not notify in this period, fare regulation applies)

    It can be requested up to 1 hour after the flight (if passenger does not notify within this period, fare regulation applies)

    Up to 24 hours after the departure of the unused flight. In case the next flight to the unused one is programmed in the following 24 hours, the passenger must inform at least 2 hours before the departure of said flight (if not notified in this term, fare regulation applies).

    It must be requested before the flight that will not be used (if passenger does not notify in this period, fare regulation applies)

    Does it apply for unused and / or partially used tickets?

    Only unused tickets

    Unused or partially used tickets

    Only unused tickets

    Unused or partially used tickets

    Only unused tickets

    Is it a legal definition of the country or LATAM commercial definition?

    Legal definition 

    Commercial definition

    Legal definition 

    Legal definition 

    Legal definition 

     

    • The refund of the unused coupon will apply according to fare regulation (applying the penalty of the fare component and discounting the flown portion of the ticket). 
    • It does not apply to group reservations.
    • Changes to the unused coupon will not be allowed. If the passenger desisted from flying a section and has not yet flown any of the sections of the ticket, the full ticket can be reissued only if the fare regulation allows it and for the route that will actually be flown.
      Ex: if the outbound flight (not flown) does not allow changes AFTER DEPARTURE, it will not be possible to reissue.
      If the outbound flight (not flown) allows changes, AFTER DEPARTURE may carry out the reissue, charging applicable penalties and fare differences.
    • Passengers who do not give advance notice that they will not fly are subject to all fare regulations.
    • For domestic flights Peru, what is indicated in the Peru consumption code applies.

    Step by Step Travel Agent:

    In Brazil, agents must follow the policies in accordance with the ANAC 400 Regulation available at Locais Policies BR | ANAC Rules (Resolution 400), Voluntary No Show section.

    For DOM Chile, Colombia, Ecuador, Italy and Peru International:

    - Verify that the aforementioned requirements are met
    - Remove from the PNR the segment(s) that will not be used.
    - Insert backup notes and save the changes made:
    OSI PAX DECLINES TO FLY LAXXX (flight that will not be used).
    Remark: VOLUNTARY NOSHOW
    Inform the customer that the reservation has been changed and ready for using the next flight segment.
    - Inform the customer that the unused coupon will be refunded according to the fare regulation (applying the fare component penalty and deducting the ticket portion used) and that the refund must be requested after finishing the trip. 

    Refund of the unused coupon:

    It must be requested after the end of the trip.Applies according to fare regulations, therefore, the penalty of the fare component applies, discounting the flown portion of the ticket.
    - In Brazil, the refund must be requested according to what is indicated here
    - In all other markets, the travel agent must request the refund via the regular channels, indicating the reason: Refund of unused flight segment.

    5. Peru Consumer Code  (Applies for domestic route Peru, originating in Peru)

    Passengers wishing to avail themselves of the provisions of the Consumer Defense Code in Peru must contact LATAM Contact Center at least 24 hours prior to departure of the original flight.

    6. Tax exemption Verification

    Customers who declare to be tax exempted, e.g. diplomats, CO veterans, etc., must be ticketed without the tax code checked, as applicable. This includes ticketed customers who have been charged the tax and therefore need to be re-ticketed.As backup for this exemption, the agent must ask Local Agency Support to process the waiver.

    The agency must verify the taxes applicable in their distribution system. Further inquiries regarding the step-by-step process must be addressed to the GDS helpdesk.