Customers

To Our Valued Customers:

We hope that you and your families around the world are remaining safe and healthy amidst the ongoing global COVID-19 pandemic.

While nothing about our industry can be considered “normal” in light of the COVID-19 pandemic, we want all our customers to know that we are continuing to operate through our reorganization process and expect to emerge on a solid financial footing, ready to welcome you onboard. Our highest priority is to take care of the health of our employees, passengers and communities. Nothing about that will change as part of our financial restructuring. Know that we remain committed to connecting Latin America and the world and providing you with service that is on-time, safe, and has all the warmth and quality you have grown to expect.

There are a few key components about our filing that customers should be aware of:

  • Whether you are flying now or will return to the skies later, we would like to assure you that your program category, your miles (or points), and overall benefits while flying LATAM or one of partner airlines is intact. Additionally, all current and future tickets, travel vouchers, or LATAM Pass miles and benefits will continue to be honored.
  • We also expect to maintain our existing agency partnerships and continue to sell tickets through our current services and platforms, meaning you can engage with our customer service operators just as you did before this announcement.
  • We also plan to honor our corporate frequent flier programs.
  • Finally, all of the additional policies we announced in response to the COVID-19 pandemic – including eliminating change and cancellation fees and offering travel vouchers for cancelled or rescheduled flights – will remain in place throughout this process.

We thank you for your support through these challenging times. If you have any questions related to our reorganization, please do not hesitate to reach out to your normal company contact or call our dedicated hotline – (929) 955-3449 or (877) 606-3609 in the U.S. and Canada.

Frequently Asked Questions:

  1. Will I still be able to fly on LATAM Airlines?

    Yes, whether our customers are flying now or will return to the skies later, LATAM will continue to honor current and future tickets, travel vouchers, and LATAM Pass miles and benefits just as they were prior to our financial restructuring. While nothing about our industry can be considered “normal” in light of the COVID-19 pandemic, we want all of our customers to know that we are continuing to operate through this process and expect to emerge on a solid financial footing, ready to welcome them back with the high level of service and warmth they have grown to expect when they begin to fly again.

  2. Will prices increase due to the Chapter 11 process?

    No, our business will continue to operate in its ordinary course through the Chapter 11 process. This means our prices will not be affected because of this process.

  3. If I have unused miles that are a part of LATAM PASS, will I still be able to use them in the future?

    Yes, we will continue to honor LATAM Pass miles (or points) and flight reservations as we work through the Chapter 11 reorganization process.

  4. I have an unused gift voucher; will I still be able to use it during the Chapter 11 process?

    Yes, we will continue to honor current and future tickets, travel vouchers, and LATAM PASS miles and benefits just as they were prior to our financial restructuring.

  5. Am I still able to book future reservations with LATAM Airlines? Will I get a refund if I decide to cancel at a later date?

    Yes, because we are continuing to operate through this process, customers can book future reservations just as they did prior to our financial restructuring. Also, our additional policies announced in response to the COVID-19 pandemic – including eliminating change and cancellation fees and offering travel vouchers for cancelled or rescheduled flights – will remain in place throughout this process.

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