Description:

From October 28, 2024, the new reimbursement regulations of the US Department of Transportation (DOT) establish the following for bags and seats paid as additional services on flights to/from the United States:

BAGGAGE:

It must be proactively refund paid baggage when does not arrive with the passenger and is delivered with the following delay:

- US Domestic: within 12 hours of flight arrival 

- International flights to/from the USA with a duration of less than or equal to 12 hours: within 15 hours of flight arrival 

- International flights to/from the USA with a duration greater than 12 hours: within 30 hours of flight arrival

SEATS

It establishes that the amount paid must be refunded in case of failure to deliver the product. 

Scope:

Delay in baggage delivery and seats not respected on flights to/from the United States.

Implementation date:

October 28, 2024

Considerations:

PAID BAGGAGE:

The reimbursement of paid baggage will be managed directly in LATAM when the claim is generated for the delay of the baggage. 

SEATS:

If the customer contacts the travel agency before the flight departure, informing them that they have had an involuntary change of a paid seat, the Travel Agent must refund the amount paid for the seat if the customer does not accept the seat offered.

If the customer contacts the travel agency after the trip, informing them that they traveled in a different seat than the one they purchased, they should be advised to contact LATAM to verify the involuntary seat reassignment and process the refund for the paid seat.

In the case of cancellations with massive protections on other flights or airlines, customers who paid for seat selection are entitled to a refund of the amount paid for the seat if they are reassigned another seat on LATAM flights or if the protective flight is from another airline. A centralized proactive refund process is being developed and will be communicated in due course.

Section:

Sales | Ancillary Product