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LATAM TRADE

News & Contingencies

30/09/2022

PASSENGER PROTECTION - Exemption of Ancillaries price differences for involuntary changes

Description

To improve the customer experience in the event of involuntary changes, we inform you that it will not be necessary to refund an Ancillary if there are differences in price.

 

This applies for luggage and seats, where no price difference will be charged if there is one.

Scope:

Involuntary changes with associated Ancillaries

Implementation date:

Immediate

Considerations: 

Travel Agents will need to reissue the ticket for the involuntary change and then process the ancillaries according to the scenario.

 

Keeping the same product (ex: standard seat for standard seat), the handling is as follows:

 

When does the contingency occur?

Travel Agent Action

Control of the Reservation

More than 72 hours from flight departure.

If the change is for the same route and product (regardless of price):

 

The LATAM Sales Support Agent must be contacted to request the re-association of the EMD-A.

This process does not remove control of the reservation from the Travel Agency.

If the change is a Re-routing (same product):



  • Equal or higher price: the LATAM Sales Support Agent must be contacted to request the re-re-issuance of the EMD-A.
  • Lower price: the EMD-A must be refunded and a new one reissued.

When LATAM reissues the EMD-A, the travel agency loses control of the ancillary.

Less than 72 hours from flight departure.

LATAM is responsible for re-accommodating the passenger.

 

If the price of the new EMD is the same or higher, LATAM will re-associate or reissue the EMD-As.

 

If the price of the new EMD is lower, the travel agent must refund the EMD-A and reissue a new one.

When LATAM reissues the EMD-A, the travel agency loses control of the ancillary.

 

  • If the client changes the route (origin/destination), all differences must be charged.
  • For changes to a different product (exchanging a standard seat for a LATAM+ seat, etc.), the EMD must be refunded and purchased again.

Exception:

N/A

Section:

Passenger Protection