• 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:
  

(*) 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.

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

D.  DISTRIBUTION COST RECOVERY SURCHARGE: The surcharge for reservations issued via GDS is non-refundable (except in cases of flight rescheduling/cancellation or in countries where a Cancellation Law applies). The surcharge fee is charged per coupon. In the case of a partial involuntary refund, you can request a refund only for the YR fees directly associated with the segments that will be refunded. Click here for more information.

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

• 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".
• The reading of the regulations must be done according to the following:
  • BEFORE DEPARTURE CANCELLATIONS PERMITTED FOR REFUND: Applies to unused tickets with flights in OK status until the departure time of the first flight.
  • BEFORE DEPARTURE CANCELLATIONS PERMITTED FOR NO-SHOW: Applies to unused tickets with flights in status OK after flight departure.
  • TICKET IS NON-REFUNDABLE IN CASE OF NO-SHOW: After the flight departure, meaning in the case of NO SHOW, a refund is not permitted.
  • BEFORE DEPARTURE CHARGE X PERCENT FOR REFUND: Applies to unused tickets with flights in OK status.  It's possible to request a refund, provided it's before the departure of the first flight, applying the penalty as informed by the percentage.
  • AFTER DEPARTURE TICKET IS NON-REFUNDABLE: Applies to partially used tickets, in this case the ticket is no refundable.
• 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.

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

Right of withdrawal Argentina 

Only non-face-to-face purchases

• Revenue and FFP award tickets on any route issued in Argentina through a travel agency. This includes all associated ancillary services purchased.
• Withdrawal is permitted up to 10 calendar days from the purchase date.
• Applies to unused tickets
• If the flight is within the 10-day period, the right of withdrawal must be exercised before the first flight of the ticket (not applicable to NOSHOW pax)
• The ticket will be refunded to the original FOP
• Refunds apply according to the time frame established by LATAM
• Must process applications through their GDP at BSPLink and add the following comment: "LEY RETRACTO DESISTIMIENTO / DESISTÊNCIA"

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. 

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.

RESCINDING A PURCHASE

The law establishes that customers may unilaterally rescind the air transportation contract and receive a full refund of the price paid without penalties. 

Conditions for rescission in Chile:

• Fully unused ticket with a 100% Chile domestic itinerary.
• Rescission must be requested by the ticket holder.
• Customers will be able to request the rescission through their Travel Agency.

Deadline to apply for the rescission:

The deadline to apply for the rescission will depend on how early in advance the ticket was purchased:

• If the travel date is between 7 and 179 days after the purchase date, the rescission may be requested within 48 hours from ticket purchase.  The time limit for the refund is 10 days from the date of purchase. 
• If the travel date is beyond 180 days after the purchase date, the rescission may be requested within 7 days from ticket purchase. The time limit for the refund is up to a maximum of 30 days.

Canceling the purchase:

• The refund will be made to the original form of payment.
• The refund covers 100% of the ticket value as well as any ancillaries associated to it (bags, seats). 
• The refund is processed as provided by law:  Within 10 days for rescissions requested within 48 hours from ticket purchase and 30 days for rescissions requested within 7 days from ticket purchase. 
• The customer may request the refund directly to LATAM through the assisted channels (Contact Center or Ticket Offices) or through the latamairlines Help Center form (Home Chile):  Centro de Ayuda > Crear un caso > Quiero hacer una solicitud y elige la categoría > Devolución de pasaje por retracto.

En los casos donde la solicitud de retracto se realice el mismo día de la compra, las agencias de viajes podrán gestionar la anulación de la compra (VOID/ Cancelamiento) directamente en su GDS; por lo tanto no será necesario el envío de la solicitud al equipo de soporte.

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: 

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.
• 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 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.

Refund requests Ecuador

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 BSPlink:

• 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 Ecuador is refunded in cash. 

Legal exceptions applicable for Ecuador: 

Purchase withdrawal policy exceptions are permitted in the Ecuador market. Exceptions will allow refunding the ticket without any penalties provided the conditions specified below are met. 

Please remember that the Right of Withdrawal applies when a customer decides not to effectuate the travel agreement with the airline (cancels the trip) and requests a refund.

In order to be eligible for the exceptions to the Purchase Withdrawal Law in Peru and Ecuador, the following conditions must be met: 

• Valid exclusively for unused tickets in Plus fares.
• Valid for revenue tickets.
• Valid for any itinerary (domestic or international) issued in the Ecuador markets.
• Refund will include the full value of the tickets and associated ancillaries. 
• The time to request a purchase withdrawal is anywhere between the time of purchase and 72 hours prior to flight departure.
• It will be processed without a waiver, indicating that it is EC Withdrawal.
• Refunds will be returned a maximum 30 calendar days from the date of notification of withdrawal.

Refund requests Peru

Must be processed as indirect refund via BSPlink:

All voluntary and involuntary refund requests, regardless of the form of payment.

Legal exceptions applicable for Peru: 

Purchase withdrawal policy exceptions are permitted in Perut. Exceptions will allow refunding the ticket without any penalties provided the conditions specified below are met. 

Please remember that the Right of Withdrawal applies when a customer decides not to effectuate the travel agreement with the airline (cancels the trip) and requests a refund.

In order to be eligible for the exceptions to the Purchase Withdrawal Law in Peru, the following conditions must be met: 

• Valid exclusively for unused tickets in Plus fares.
• Valid for revenue tickets.
• Valid for any itinerary (domestic or international) issued in the Peru market.
• Refund will include the full value of the tickets and associated ancillaries. 
• The time to request a purchase withdrawal is anywhere between the time of purchase and 72 hours prior to flight departure.
• It will be processed without a waiver, indicating that it is PE Withdrawal.
• Refunds will be returned a maximum 30 calendar days from the date of notification of withdrawal.

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.

Voluntary Refund: Refundable along with the ticket refund.

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).

• Exact duplicate tickets corresponds to: two identical tickets issued with the same flight origin/destination, date, FOID (when you have this data), name and last name. It is not necessary  for the fare basis and date of issuance to coincide.
• If the amount of data entered in the name and surname fields are not the same between both reservations, but if they coincide, it can be determined that it corresponds to the same passenger.
  For example: Ticket 1: Ramirez Novoa/Maria Eugenia                     
                          Ticket 2: Ramirez/Maria
• 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:

• 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.

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.

• LATAM allows the return of a ticket for passengers who purchased tickets with the reverse route, i.e., the passenger purchases a ticket, and once issued realizes that the correct route is the other way around. Example: Passenger buys SCL CJC SCL and the correct route would be CJC SCL CJC. If the amount of data entered in the name and surname fields are not the same between both reservations, but if they coincide, it can be determined that it corresponds to the same passenger.
  For example: Ticket 1: Ramirez Novoa/Maria Eugenia                     
                          Ticket 2: Ramirez/MariaApplies only to valid tickets issued with LATAM forms
• Applies to OW and RT routes
• The exception must also apply for ancillaries that passengers have purchased at the time of making a refund.
• The ancillaries and the ticket are entered in a single request, you should consider using the same reason for all documents entered.
• It must be the same passenger (verify FOID, when you have this data, and then the name);
• The flight date of each segment of the new ticket cannot be more than 2 days from the date of the first ticket;
• Applies to tickets issued by the same Travel Agency
• The refund request must be made before the date of the first ticket segment.
• If the booking is not cancelled before processing the refund, the refund will be calculated according to the fare regulation.
• Step by Step Travel Agent:
• In the case of the Brazil Market, what is indicated in the tab applies:
• Rest of the markets:

1- Cancel the reservation of the ticket with reverse routing that will not be used.

2- On the ticket to be returned, insert a standard message in the refund request* specifying the duplicate and sending for refund the ticket number that will NOT be used. Ex: INVERSE ROUTE WITH TICKET 045XXXXXXXXXXXX (Ticket that will be used).

3- Process the refund

4- If applicable*, deduct the administrative fee. If not applicable, LATAM will apply this fee when authorizing the refund.

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.

If you need to request a refund for your LATAM ticket that was issued through our NDC portal, it is important to know the available channels depending on your situation:

In the Brazilian market, the only available channel to request a refund is through WebDevoluciones. The process for refunds in e-LATAM BR and GDS is the same.

For all other countries (except Brazil), refunds will be processed as follows:

• In the United States, refunds will be processed through ARC, using the same process used for GDS/ARC sales.

• For other countries, the first option is to request a refund through the NDC platform. If the online process works correctly, the refund will be automatically processed to the original payment method. If the online process fails, a message will be displayed to the agent to enter the refund request in BSPLink.

In case of errors in the tool, involuntary rescheduling due to some exception (natural disasters, protests, etc.) or exceptions due to illness or death, we ask you to contact our specialists through our preferential support channel: the chat available here on LATAM Trade (in addition to our usual support channels).

It is important to note that it is not possible to request a refund for forwarded tickets (exchange status), refunds can only be requested for open tickets.

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.