Description:

We inform you that customers with tickets issued at a travel agency in Chile may request changes or refunds of their purchase directly in LATAM according to the Consumer Law from June 10, 2024. Therefore, they will no longer be managed through the auto-discount via GDS.

Scope:

Requests for changes or refund of indirect sales tickets for medical reasons in Chile.

Date of Implementation:

June, 10, 2024

Considerations: 

The customer contacts LATAM and the agent validates that the ticket meets the conditions to qualify for an exchange or refund according to the Consumer Law.

The client must send supporting documentation (medical certificate) to LATAM.

The change will be made by the LATAM agent, once the client sends the supporting documentation. Therefore, the client is warned that subsequent changes must be requested from LATAM.

For refund, the LATAM agent validates that the ticket meets the conditions and after receiving and validating the documentation will manage the refund through the Global Sales Support (GSS) team.

Refund of the purchase:

If the ticket was paid by credit card, it will be refunded to the credit card; 

If the ticket was paid with another form of payment or cash, the payment will be managed through the BSP and according to the BSP terms.

Customers should contact the agency to check the status of the refund.

Section:

Sales | Ticket Modifications > Commercial Exceptions > Unexpected events