• Refund of tickets issued by Travel Agencies must be processed in accordance with the local refund platform.
• Refunds will only be accepted on LATAM tickets that are active* and refundable. For expired ticket requests, only boarding fees will be refunded according to the applicable local rules. Valid tickets are considered valid tickets: 

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

(*) Notes

A. Airport taxes: Most unused boarding fees allow for a refund, regardless of the ticket's fare or validity. It is recommended that you check in your GDS to see if the requested fee is refundable.

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.

C. FARES: Tour operators, private fares or with any special conditions, must be based on the regulation and conditions of these fares

D.  DISTRIBUTION COST RECOVERY SURCHARGE: The surcharge charged on LATAM emissions generated through GDS follows the same reimbursement rules as the rate issued, that is, it will be 100% refundable as long as the rate allows the refund; as well as in cases of rescheduling/cancellation of flights or by Retraction Law in the countries where it applies). Click here for more information.  

Refund conditions will depend on the ticket type and/or issue date. Please review the specific terms Category 33: 

• 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” which lists the original fare. Partially used international 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.
• The reading of the regulations must be done according to the following:

• BEFORE DEPARTURE means before departure of the 1st outbound flight of the journey.
• AFTER DEPARTURE means a passenger has already flown the 1st outbound flight of the journey and is at any subsequent point.
• Only is possible to request the refund of coupons in OK status.If an indirect sales ticket was reissued by LATAM, it will be handled as a direct sales ticket.
• 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.

• Voluntary Refund: Voluntary refunds for ancillaries or ancillaries (EMD) such as: seat selection and baggage are governed by the refund condition of the flight coupon fare to which they are associated.
  
• Involuntary Refund: This implies the full refund of unused additional services when the customer was affected by an involuntary change that prevents them from taking their trip according to the schedule, route, or destination, as per the current Cancellations and Involuntary Changes policy.
• 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 (e.g., changes in flight equipment, lower standard seat) or on international routes when a passenger has purchased any type of seat and receives an upgrade to business class, the refund of the amount paid for said seat is made proactively by LATAM.
• 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). 

Refund with Waiver: Agencies must use BSP LINK to submit these requests, entering the waiver code provided by LATAM.  Agencies utilizing ARC should contact the Global Sales Support team.

For the Brazilian market, in the event of authorization via LATAM Trade (Private Portal) or by the 2nd level NDC Team, the Refunds Team will assume responsibility for internal processing, entering the information into the Web Devoluciones system. 

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 33 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.

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: "RDOTUSA"
• 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. 

The refund for Right of Withdrawal and Desistance policy is a commercial exception policy that allows customers to cancel their trip or additional service (EMD) and request their refund without any fines or penalties, even if fare regulations require it. The refund includes the fare, boarding fees, and taxes.

For purchases of tickets and additional services (EMDs) there are the following types:

• Cross-sectional Right of Withdrawal: Permitted within 24 hours of purchase, provided the purchase was made at least 7 days before the flight date.
• Right of Withdrawal: Permitted according to the deadlines established by current local regulations in Argentina, Brazil, Colombia, Ecuador, Peru, and Uruguay.
• Desistance: Applies in Colombia, Ecuador, and Peru. It occurs when the passenger does not wish to carry out the trip (transport contract). Although the regulation allows for a 10% retention of the fare value on the refund, LATAM does not apply this deduction.

This procedure will allow us to identify when to apply a refund for the right of withdrawal or desistance, according to the regulation of each country or LATAM's commercial policy. Below, you will find the applicable conditions and deadlines.

CROSS-SECTIONAL RIGHT OF WITHDRAWAL (24 HRS/ 7 DAYS).

This policy applies to the markets that do not have the local right of withdrawal or desistance, and seeks to standardize the right of refund in cases where the country's regulations do not contemplate it.

There are certain legal exceptions to the Transversal Withdrawal policy, which are detailed below:

ARGENTINA

BRAZIL    

CHILE

COLOMBIA

ECUADOR

PERU

URUGUAY

• It must involve the same passenger, but the amount of data entered in the name and surname fields across both reservations does not need to be the same if there is a match.
• 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.
• It must be requested before the departure of the first flight on the ticket or EMD to be refunded.
• 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 tickets are subject to an administrative fee in Argentina, Bolivia, Colombia, Chile, Ecuador, Mexico, Peru and Uruguay. Consider that for cases of duplication 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:

(*) 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.
• 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:

For Brazil, the information should be reviewed in the Solicitação para reembolsos.

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.

Agencies using ARC must request a refund waiver through the LATAM Trade Private Portal.

Applies to reverse-route purchases under the following conditions:

• It must be the same passenger, but the amount of data entered in the name and surname fields across both reservations does not need to be identical if there is a match.
• Only applies to valid tickets issued on LATAM stock (or plate).It applies to tickets issued by the same travel agency.
• If the booking is not canceled before processing the refund, the refund will be calculated according to the fare rules/regulation.
• The request must be made before the departure of the first flight of the ticket or EMD to be refunded.
• The exception must also apply to the ancillaries (additional services) that the passengers have purchased at the time of the refund.

Step by Step Travel Agent:

For Brazil, the information should be reviewed in Solicitação para reembolsos.

Note: The agency will not deduct the administrative fee for tickets paid by passenger credit card at the time of requesting the refund. In such cases, LATAM will apply the charge via ADM.

Agencies using ARC must request a refund waiver through the LATAM Trade Private Portal.

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.

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.