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:

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 result in a credit balance for the passenger. In the event that the new fare is lower than the original fare, the price difference can be utilized to cover any applicable fees and penalties, as long as the final transaction amount does not result in any remaining credit balance. Simply put, upon completion of the transaction, the value must be equal to or greater than the original ticket value, never lower. Exception for the Brazilian market: tickets must always be reissued at a fare equal to or higher than the original fare.
  
• 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 as long as it corresponds to a branch of the same Travel Agency, maintaining the same sale’s channel/business.
  
• 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.
  
• Reissuing a ticket with a change in business type (e.g., DOM to INT) is not permitted.

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:

*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.

(**) Ticket validity due to COVID exceptions: tickets affected with original trip start between March 01, 2020 and June 29, 2021, the change can be made until June 30, 2022 depending on the availability of the system (In all markets and routes). Tickets with non-affected flights with original trip start between March 01, 2020 and  August 31, 2021, the change can be made until June 30, 2022 depending on the availability of the system (in all markets and international routes only).

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.

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.

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

Considerations on modifications of REF / NONREF components:

• 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

Penalties for changes to all LATAM domestic and international fares 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.

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.

Note: This already applies to fares with a point of origin in Brazil, therefore, it is extended to the rest of the markets for tickets issued from May 2, 2022.

The penalty in ticket issues prior to May 2, 2022, the system will apply the highest or most restrictive penalty of the modified components.

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

CHANGES

ANY TIME

CHARGE USD 300.00 OR 100 PERCENT WHICHEVER IS

LOWER FOR REISSUE/REVALIDATION. 

USD 300 or 100% of the fare (whichever is the lower) will be charged for re-issuing voluntarily before the time of the flight

ANY TIME

CHARGE USD 450.00 OR 100 PERCENT WHICHEVER IS LOWER

FOR NO-SHOW.

NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.

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 450 or 100% of the fare (whichever is the lower) 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.

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 the 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:

• Applicable for voluntary changes, for unused commercial tickets. 
• Applies to public and private fare 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. It is not allowed to use more than one ticket as a form of payment.
• All components of the original ticket must allow changes (review fare rules).
• 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.
• This procedure does not require waiver or endorsement protection.
  
  

Considerations about documentation:

The Travel Agent must obtain the relevant authorization from the owner of the ticket (in writing) and be responsible for any complications arising from the change.

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, for the time determined according to the legislation in force in each country.

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:

LATAM allows the following Commercial Exceptions:

1. Voluntary change to Superior Cabin (no waiver required)
2. Unexpected events (It requires waiver)
3. Non-consecutive use of coupons on DOM routes Brazil, Chile, Colombia, Ecuador, Italy and Peru International (no waiver required)
   
4. Peru Consumer Code (Applies for domestic route Peru, originating in Peru)
5. Tax exemption verification
   
6. Endorsement in Chile
7. Voluntary reissue to a lower cabin (With waiver)

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.

3 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, except for Chile domestic, Colombia and Peru domestic and international, which you can mismatch segments.
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:

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.

4. 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.

5. 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.

The functionalities of changing to a new ticket, modifying ancillaries, and commercial exceptions are not available in our NDC portal at the moment.

To request any of these functionalities, we ask that you contact our specialists through our preferential support channel: the chat available here on LATAM Trade (in addition to our usual service channels). 

This way, our team will take care of processing your request on your order.