Turning your feedback into action: updates and improvements

Published on December 9, 2025

Dear Travel Partner,

Throughout this year, we focused on making your experience with our channels and processes simpler, faster and truly helpful for your daily work. Every improvement we introduced came directly from the suggestions and needs you shared with us.

We know there’s always room to grow, and we remain committed to the same goal: listening to your feedback and providing support that becomes more efficient each day. Here are some of the key advancements we built together in 2025:

NDC by LATAM	New features launched this year: ticket as a form of payment, multi-destination and open-jaw bookings, payment link, Order Audit (order history), and Split — all designed to give agencies more autonomy. Dedicated chat channel for NDC reissue support. A new informational microsite now available in LATAM Trade.
LATAM Trade	Redesigned public section with a new Help Center, fare comparison tool and an improved search experience. In the private section, we added new functionalities and enhanced key tools for consultation and self-service: waivers, name correction, ticket inquiry, fare rules and profile management. Launch of our AI virtual assistant, working side by side with our specialists to speed up queries like flight status, ticket information, PNR details and orders.
Groups Web	Operational adjustments and usability improvements. Launch of Instant Purchase (IP), increasing availability and accelerating confirmations. Enhancements in renegotiation, discount application and fare-light visibility.
Support and training	More than 5,000 agents joined our training activities this year: from in-person events and roadshows to workshops, webinars and Advisory Board sessions.
Processes and operational efficiency	Simplified policies and procedures to support your daily tasks. Streamlined irregularities and ADM management: details are now sent directly through BSP Link, speeding up the process and eliminating the need to access PIA. Strong performance in our year-to-date GSS service KPIs, reflecting a more agile and consistent operation: Service Level (NS) at 82.1% and Customer Satisfaction (SAT) at 94.1%.

We want to hear from you again

We recently sent you our NPS Survey. It only takes a few minutes to complete, but your feedback has a real impact: it guides our decisions, helps us prioritize developments and ensures we continue improving with focus and clarity. Survey details:

Thank you for partnering with us and for being an active part of this evolution.

Global Sales Support Team
LATAM Airlines