These are exceptions granted to customers reactively when, due to unforeseen events or force majeure, they are forced to change their travel plans. These exceptions may waive penalties or fare differences, or authorize a change or refund under a fare that would not normally allow it.

General Considerations 

• Granted to passengers affected by a situation impacting an immediate family member that prevents them from traveling. Immediate family members include:
  • Spouse/partner, grandparents, children, grandchildren, parents, sister/brother, sister/brother‑in‑law, parents‑in‑law, daughter‑in‑law, son‑in‑law, and civil partner (with a valid Civil Union Agreement; applies in countries recognizing civil unions and upon legal documentation).
  • For SEVERE exceptions, uncles/aunts, nephews/nieces, and stepchildren are also considered immediate family members.
• Requests must be made within the ticket validity and meet the specific conditions of each exception type.
• It applies to group bookings, which must be managed directly by the group's issuer.
• For same‑calendar‑day advance/postponement, see the Ancillaries chapter.
• When a waiver is applicable, the Travel Agent must:
• Contact the Agency Support Executive to request creation and loading of the waiver.
• Process the ticket reissue immediately.
• All waivers must be requested and used on the same day, by 23:59.
• Example: A waiver created on January 1, 2024, must be used by 23:59 on January 1, 2024. It must NOT be used the next day.

In medical situations that prevent passengers from traveling, LATAM differentiates between two types of cases, depending on the severity of the condition: 

In addition to medical reasons, exceptions can also be requested when passengers are unable to travel due to documentation issues, such as lost, stolen, or expired passports, ID cards, or other required documents. In these situations, LATAM allows a change without penalty, subject to the following conditions: 

For purchase errors made within 24 hours, the travel agent may self-manage a change without a waiver request and without a penalty, subject to fare differences.

Conditions:

• Only one change is allowed within 24 hours after ticket issuance and before the first flight departure on the itinerary.
• The penalty waiver applies exclusively to the first change made under this exception.
• All reissues must include OSI “FLEX 24 HORAS” in the PNR and the endorsement field must include “FLEX 24 HORAS”.

Non-consecutive use on domestic flights

• Applies in Brazil, Chile, Colombia, Peru, and Ecuador. Customers with 100% domestic LATAM tickets who forgo a segment may still use the remaining itinerary without prior notice; they must present themselves at check‑in and board the next segment to be flown.

Non-consecutive use on international flights

• Applies in Colombia, Peru, Europe, and Argentina. Customers who forgo their LATAM international flight may use the remaining itinerary. Only LATAM segments will be removed from the booking. For connections with another airline, the travel agent is responsible for removing other‑airline segments in line with that airline’s policies.

Changes: 

• When the rest of the itinerary has already been used, changes cannot be made to any remaining unused coupon.
• For unused tickets where the passenger had a No Show on any segment, it is possible to change the entire ticket according to the following conditions (per the original examples):

Refunds

• Refund for the unused coupon will apply according to fare rules (penalty on the fare component and deduction of the flown portion of the ticket). 
• The request must be made after the journey is completed.
• In Brazil, the refund must be requested according to local guidance.
• In other markets, the travel agent must request the refund through regular channels, stating the reason: Refund of unused segment.

Passengers with a LATAM ticket issued in Economy cabin who wish to make a voluntary change to travel in a higher cabin (Premium Economy or Premium Business) on one or more flights in the booking may do so with no penalty, but must pay any applicable fare differences to travel on any date, flight, or LATAM route in the higher cabin, provided it is the same passenger. No waiver request is required. This exception applies under the following conditions:

• Valid for LATAM tickets only.
• Original fare must allow changes and comply with fare rules.
• Only the penalty is waived.
• Change allows travel in a higher cabin on flights 100% operated by LATAM.
• Include message CUPG2025 in the ticket endorsement field. 

When a voluntary change to a lower cabin is made, no fare difference will be charged even if the new fare is higher.

For voluntary changes on 100% LATAM flights, no fare difference will be charged when changing:

• From Premium Business to Premium Economy
• From Premium Business to Economy
• From Premium Economy to Economy
• And only if all the following conditions are met:
• The travel date is not brought forward
• The same passenger is maintained
• The same origin-destination is maintained
• No stopovers and/or connections are added
• Tickets must be reissued at least 72 hours after original issuance, and the new flight must depart at least 7 days after the date the change is requested.

Process the reissue according to the requested change and the current policy. If the fare carries a change penalty, it must be collected.

Travel agencies must request the reissue through Agency Support; they may not reissue directly in their system.

Cases that do not meet all the above conditions must be handled as any voluntary change per current policies, collecting applicable charges.

The Consumer Code provides exceptions that allow endorsing a ticket without fare difference, provided specific conditions are met.

Conditions:

• Applies to tickets issued in Peru, on Peru domestic routes, unused or partially used.
• The request must be made by the ticket holder, who must authorize the transfer via the provided form.
• Passengers must qualify as end consumers.
• Flights, date, and booking class must be maintained.
• Re‑endorsement of an already‑endorsed ticket is allowed.

Time limit for requests:

Must be processed up to 24 hours before scheduled flight departure.

Documentation:

Authorization from the ticket holder is required. If they agree, they must submit the required documents along with the Simple Endorsement Request under the Consumer Code to Global Sales Support.

If the ticket holder is a minor (up to 18 years), use the Minor Endorsement form, completed with the minor’s details and signed by the guardian/responsible adult. The signature must be physical; virtual signatures must be previously authenticated by the competent authority (e.g., Indecopi).

Endoso código de consumo

Endoso menores de edad

Associated charges:

Endorsement: USD 16.00 reissue fee for all brands. No fare difference charged if there are no changes to date, flight, class, cabin, or passenger type (ADT, CHD, INF).

Postponement: Charged per current fare rules and subject to any applicable fare difference.

The law states that the passenger has the right to transfer their ticket to another passenger without penalty or fare difference. This applies only between natural persons and the passenger type must remain the same.

• The request must be processed up to 24 hours before the flight’s departure time.
• Applies to tickets with a 100% domestic itinerary, for unused or partially used tickets of passengers who have an active reservation.
• It must be requested by the ticket’s original holder.
• Child tickets (CHD) may be transferred to another child (CHD) or an adult (ADT) only if the same fare applies to both passenger types. However, infant tickets (INF) may only be transferred to another infant (INF).
• Flights, date, class, route, and fare must remain unchanged.
• Applies to the entire journey, the outbound segment, or the return segment.
• The endorsement applies only once per ticket.
• Each passenger may be granted the endorsement option up to twice per calendar year: once between January and June, and once between July and December.
• Once the endorsement is completed, the new passenger is subject to the same conditions of the original fare.
• To request the endorsement, the original passenger must provide a signed authorization stating they transfer their ticket and associated ancillaries to a third party, along with supporting identification documents. Click here to download a declaration template.

Deadline to submit the request: The request must be processed up to 24 hours before the flight’s departure time.

Documentation:

• ID of the ticket holder and the new passenger. 
• Endoso o Cesión del derecho a ser transportado Authorization 
• For tickets where the holder is a minor, the authorization must be signed by the legal representative, who must submit their ID along with the minor’s birth certificate.
• Identification document of the Third Party.
• The signature on the ID of the ticket holder or legal representative (for minors’ tickets) must match the signature on the authorization.

Travel agents managing an Endorsement on behalf of their customers may process the reissue as involuntary as long as there is availability in the original booking class, and they must keep supporting documentation for potential post-sales audits or legal requirements. The endorsement practice will be audited and may be subject to an ADM charge (applying the charges of a voluntary reissue: penalty and/or fare difference) when the stated conditions are not met (e.g., one endorsement per semester per passenger).

If seat space transfer on the flight is required, the travel agent must contact their Agency Support team with the supporting documents and the reservation under the new passenger’s name to request the seat release/transfer. Once the space is provided, the travel agent must complete the reissue.

In the new booking, an OSI message must be added with the ticket number being transferred, and the following text must be entered in the ticket’s Endorsement field: LEY ENDOSO CL or LEY ENDOSO CL PARCIAL (when it applies to a single segment).

If the purchase includes ancillaries, EMD-A changes must be finalized by the Agency Support team

Certain passenger types are exempt from airport taxes, subject to the following country‑specific rules.

Process to exempt airport taxes:

• Create the booking and send it to Global Sales Support requesting tax exemption, attaching supporting documentation.
• Using the Salesforce (SF) case number received by email, contact Operational Support via chat.
• Once documents are reviewed, the LATAM executive sends the generated waiver.
• The agent must issue the ticket (manually adjusting the pricing mask) and enter the waiver code in the endorsement field.

The following cases may arise:

1. Exempt passengers who wish to make a purchase (first issuance):

When the passenger states they are exempt, the exempt countries table must be checked and the passenger must be advised to present the documents defined in Resolution 432/2017 according to their country of citizenship and travel status. After verifying the supporting documentation, proceed to issue the ticket waiving the BR tax (Brazilian boarding tax).

The issuing agent is responsible for sending a copy of the supporting document so that LATAM can attach it to WIS before finalizing the issuance process. This request must be submitted via the Private Portal – Pre-Sale Exemption Request, Diplomatic Exemption option.

Finally, enter the following text in the ticket’s ENDORSEMENT field: AUTH TICKETING TAX BR EXEMPT GOB plus the folio number.

Inform the passenger that they must bring the document to the airport at the time of travel, as it may be requested by airline staff. 

2. Exempt passengers who declare their status after having a ticket issued (reissue):

When the passenger indicates they have purchased a ticket that is exempt, the exempt countries table must be checked and the passenger must be advised to present the documents defined in Resolution 432/2017 according to their country of citizenship and travel status. After verifying the supporting documentation, proceed with the reissue and refund of the BR boarding tax.

3. Exempt passengers who declare their status after travel (used ticket):

For tickets issued through indirect sales channels, the customer must be referred directly to LATAM to request the tax refund.