LATAM Airlines Chile:Delays, Cancellations, Lost Luggage & Emergency Contacts
Full English guide for LATAM Airlines Chile: delayed flights, cancellations, lost luggage, rebooking and your passenger rights
Everything you need when things go wrong with your LATAM flight in Chile. Step-by-step guidance on rebooking, refunds, lost baggage and your passenger rights — all in English.
Chile: +56 2 2579 8990 US: 1-866-435-9526 latamairlines.com
Quick Reference: What to Do Right Now
If you're at the airport or mid-trip and need immediate guidance, start here:
Flight delayed or cancelled: head to the nearest LATAM desk at the airport immediately. Request your options in writing before leaving the counter.
Lost or damaged luggage: file a Property Irregularity Report (PIR) at the baggage desk before exiting the arrivals hall. This step is non-negotiable — do not leave the airport without it.
Need to rebook: use latamairlines.com → My Trips or the LATAM app — faster than the call center for most changes.
Emergency call from Chile: +56 2 2579 8990
Emergency call from the US: 1-866-435-9526
Medical or personal emergency: contact LATAM in writing via their Help Center — written records protect you throughout any claim process.
For international tourists: LATAM Airlines operates a full English-language service. Their website, app, and Help Center are all available in English at latamairlines.com — select your country and English as your language. Phone support in English is available on the international lines listed above.
About LATAM Airlines Chile
LATAM Airlines (IATA code: LA) is the largest airline group in Latin America, headquartered in Santiago, Chile. Formed through the 2012 merger of LAN Airlines (Chile) and TAM Airlines (Brazil), the group operates subsidiaries in Chile, Brazil, Peru, Colombia and Ecuador. LATAM Chile is the dominant carrier in the Chilean domestic market, with an extensive international network reaching North America, Europe, Oceania and Africa from its hub at Arturo Merino Benítez International Airport (SCL) in Santiago.
LATAM landed 2nd place in OAG's On-Time Performance report with 82.74% punctuality, making it one of the more reliable carriers in Latin America. Despite this, disruptions happen — and knowing your rights and procedures in advance makes all the difference when they do.
How to Contact LATAM Airlines Chile: All Official Channels
Phone Numbers by Country
Chile: +56 2 2579 8990
United States: 1-866-435-9526
Canada: 1-888-235-9826
United Kingdom: +44 800 026 0728
Spain: +34 800 000 0304
Germany: +49 698 679 9099
France: +33 18 514 8725
Australia: +64 800 70 0647
Peru: +511 213 8200
Colombia: +57 601 518 5800
LATAM contact centers operate 24 hours a day, 7 days a week for urgent travel assistance.
Online Help Center and Self-Service
Help Center: latamairlines.com → Help Center → browse topics or create a support case
My Trips / Manage Booking: latamairlines.com → My Trips — for changes, check-in and refund requests
Create a case (written complaint): latamairlines.com → Help Center → "Create a case" — for formal complaints and exception requests
WhatsApp: LATAM offers WhatsApp support in select markets — check the Contact Center page for the current number
LATAM App
The LATAM Airlines app is available in English on both iOS and Android. It allows you to manage bookings, check in, receive real-time flight notifications, access your boarding pass and contact support directly. It is the fastest and most convenient tool for managing your journey on the go.
In Person — Santiago Airport (SCL)
LATAM has a full ground operations team at SCL available during all flight hours
For urgent same-day issues — rebooking, denied boarding, lost luggage — go directly to the LATAM counter at the airport
International terminal and domestic terminal each have dedicated LATAM desks
What to Do When Your LATAM Flight Is Delayed
LATAM's delay policies are defined by both the airline's internal standards and the regulations of the country of departure. Understanding the difference is key to knowing what you're entitled to.
Your Rights During a LATAM Delay
Delay over 31 minutes (airline-caused): you have the right to request a refund or rebooking if the airline delays your flight by more than 31 minutes.
Delay over 3 hours (flights departing from EU/UK): under EC 261/2004 and UK261, you may be entitled to financial compensation between €250 and €600 per person, depending on flight distance.
Delay over 5 hours: if the flight has been delayed more than 5 hours from the actual departure time, the passenger is liable for a 100% refund request.
Long delay with meals and accommodation: for significant delays caused by the airline, LATAM should provide meal vouchers and overnight accommodation if required. Request these at the airport desk — they are not always offered automatically.
Airline-Caused vs. Extraordinary Circumstances
Your compensation rights depend on whether the delay was within LATAM's control. Extraordinary circumstances that exempt the airline from paying cash compensation include severe weather, air traffic control strikes, political instability and security incidents. Mechanical failures, crew scheduling issues and overbooking are generally considered airline-caused and do not qualify as extraordinary circumstances.
Step-by-Step: Handling a Delay at the Airport
Check the LATAM app and airport departure boards for the latest status
Go to the LATAM counter and ask for written confirmation of the delay and its official cause
Ask specifically: "Is this an airline-caused delay or an extraordinary circumstance?"
If the delay exceeds 3 hours and is airline-caused, ask for meal vouchers
If the delay is overnight and airline-caused, ask for hotel accommodation
Keep all receipts — meals, transport, accommodation — for insurance claims
Document everything: screenshots of departure boards, names of agents you spoke with, time of each interaction
What to Do When Your LATAM Flight Is Cancelled
LATAM's policies in cases of flight cancellations are straightforward: the airline will offer you a seat on the next available flight, but you are not obliged to accept. You always have three options.
Your Three Options When LATAM Cancels Your Flight
Option 1 — Rebook on the next available LATAM flight: at no additional cost. Best option if you need to reach your destination as soon as possible.
Option 2 — Change your travel date within 12 months: the airline allows its customers to pick a new date for a flight to the same destination within 12 months. No penalty applies.
Option 3 — Full refund: if you no longer wish to travel, you can opt for a full refund. Refunds are processed within 7–14 business days for credit card payments.
EU/UK Compensation for LATAM Cancellations
Under UK and EU regulations, LATAM should pay passengers up to €600 per person when they cancel flights less than 14 days before the scheduled departure. This applies to all flights departing from EU or UK airports, regardless of the passenger's nationality. No compensation is owed if the cancellation was caused by extraordinary circumstances.
What to Do at the Airport When Your Flight Is Cancelled
Do not leave the airport without a confirmed alternative or written documentation
Ask the desk agent to confirm your three options in writing or by email
If rebooking, get the new flight confirmation before leaving the counter
If opting for a refund, get a reference number for your request
Ask whether you are entitled to meal vouchers or accommodation while you wait
If the cancellation was less than 14 days before departure and your flight departed from Europe, note this for a future EC 261 compensation claim
How to Rebook or Change a LATAM Flight
LATAM offers flexible rebooking options depending on your fare type. Understanding these before you need to make a change saves time and money.
Changes by Fare Type
Basic Economy: most restrictive — changes generally not permitted. Taxes may be recoverable.
Standard fares: changes allowed with possible fare difference for a more expensive new flight.
Premium / Flexible fares: allow free or low-cost date and time changes. Best option for uncertain itineraries.
Airline-caused changes: if LATAM modifies or cancels your flight, you can reschedule at no extra cost regardless of fare type.
How to Change Your Flight Online
Go to latamairlines.com
Click "My Trips" in the top navigation
Enter your booking code (PNR) and last name
Select the flight you want to change and follow the prompts
Pay any applicable fare difference
Confirm the change — a new itinerary will be sent to your email within minutes
Same-Day Flight Changes
LATAM offers same-day flight changes on select routes, subject to seat availability and applicable fees. If your plans change on the day of travel, go to the airport counter early — options diminish as departure approaches.
Refunds: What LATAM Will and Won't Refund
Right of Withdrawal — Cancellation Within 24 Hours
Passengers can cancel within 24 hours of purchase without penalties, provided the ticket was purchased at least 7 days before the flight date. This applies to tickets purchased through US sales channels and, under Chile's Right of Withdrawal regulation, to domestic Chile routes when the flight is between 7 and 179 days away and the request is made within 48 hours of purchase.
Refund Rules by Situation
Refundable ticket: full refund available, processed in 7–14 business days to the original payment method
Non-refundable ticket cancelled by the passenger: base fare generally not refunded — government taxes and airport fees are recoverable
Flight cancelled by LATAM: full refund of the amount paid, regardless of fare type
Medical emergency or death of a close relative: if a passenger cannot board due to a medical emergency or a relative's death, they will receive relaxation from the cancellation fee and may qualify for a full refund of the ticket price.
Delay over 5 hours: entitled to a 100% refund if the passenger chooses not to travel
How to Request a Refund from LATAM
Go to latamairlines.com → My Trips → Ticket Refund section
If purchased through an agency, contact the agency directly — LATAM cannot process agency-issued tickets directly
If purchased in Chile and the online process fails, go to latamairlines.com → Help Center → Create a case for Chile
Refunds to credit cards take 7–14 business days; bank transfers may take longer
Lost, Delayed or Damaged Luggage on LATAM: Complete Guide
The Golden Rule: Never Leave the Airport Without Filing a PIR
If your luggage has not arrived or is damaged, you must file a Property Irregularity Report (PIR) at the LATAM baggage desk before exiting the arrivals hall. Once you leave the airport, your ability to file a valid claim is severely compromised and may be completely invalidated.
Step-by-Step: Reporting Lost or Damaged Luggage
If your bag is not on the carousel after 30 minutes, proceed to the LATAM baggage desk (located in the arrivals area before customs exit)
Present your boarding pass and baggage claim tag
Fill out the Property Irregularity Report (PIR) — this is your legal claim document. Insist on receiving a copy.
Describe your bag in detail: color, brand, model, size and any distinguishing features
Provide a complete contents description — photograph your packed bag before every trip as a habit
Leave a reachable phone number and email address in Chile for updates
Ask for the reference number of your claim and the expected search timeline
What Happens After Filing
LATAM will search for your bag and provide status updates via email or phone
If found, the airline arranges delivery to your address in Chile at no extra cost
If your bag is delayed (arrives on a later flight), LATAM should cover reasonable emergency purchases — keep receipts
If the bag is declared lost, you'll need to submit a detailed packing list within the deadline specified by LATAM — typically 21 days for domestic flights and up to 30 days for international flights
Passengers may be eligible for reimbursement of up to $1,700 in the case that their luggage is lost, stolen, or delayed under the Montreal Convention for international flights
For EU/UK departing flights, additional compensation rights may apply under EC 261
Damaged Luggage
Report damage at the LATAM baggage desk immediately. Photograph the damage before leaving the carousel area and before any repairs. Damage claims must typically be filed within 7 days of the flight. Damage to wheels and handles is often classified as normal wear and may be excluded — document your bag's condition before each trip.
Pro tip: take a photo of your packed, closed bag before checking it in. This gives you undeniable evidence of the bag's contents and condition before the flight — invaluable for any claim.
Denied Boarding and Overbooking
Overbooking is a legal practice in the airline industry. When more passengers show up than there are seats, someone may be denied boarding involuntarily. If this happens to you on LATAM, you have clear rights.
Your Rights if Denied Boarding Involuntarily
Immediate rebooking on the next available flight at no charge, or a full refund if the alternative travel arrangements do not suit your needs.
Meal vouchers and accommodation if the wait is significant
For flights departing the EU/UK: financial compensation under EC 261 of up to €600
For flights departing the US: US law guarantees 200% of a one-way fare when denied boarding involuntarily (minimum USD 775, maximum USD 1,550 depending on delay)
Always ask for your rights in writing at the airport desk when denied boarding. Note the name of the agent and the time of the interaction.
Medical Emergencies and Personal Crises
LATAM has specific provisions for passengers facing genuine medical emergencies or family bereavements. These situations may qualify for waived change fees or full refunds regardless of fare type.
Medical Emergency or Death of a Relative
If a passenger cannot board their flight due to a medical emergency or a relative's death, they will receive a relaxation from the cancellation fee and may qualify for a full refund. To initiate this process:
Contact LATAM via the Help Center → Create a case tool at latamairlines.com
Write "Medical Emergency — Booking [PNR] — Requesting Exception" as your subject
Attach supporting documentation: medical certificate, hospital discharge papers or a death certificate
State clearly what you are requesting: a free date change, a travel credit or a full refund
Follow up within 3 business days if you receive no response
Emergency During a Flight
LATAM cabin crew are trained in first aid and emergency medical protocols. If a medical emergency occurs mid-flight, alert the crew immediately. The captain may divert the aircraft if the situation requires it. For emergencies at the airport before boarding, approach the LATAM desk staff directly — they can coordinate with airport medical services and assist you with your booking.
Missed Connections at Santiago Airport (SCL)
Santiago is the main hub for LATAM's South American network. Many tourists transit through SCL on multi-leg journeys, making missed connections a real risk, especially when arriving from Patagonia on a tight international connection.
Single Booking — LATAM Is Responsible
If all legs are in the same LATAM reservation (single PNR) and a LATAM-caused delay makes you miss your connection, the airline must rebook you on the next available flight at no charge. Go directly to the LATAM desk as soon as you land.
Separate Bookings — You Bear the Risk
If your flights are on separate bookings (different PNRs), a missed connection is your responsibility. Travel insurance covering missed connections is essential in this scenario.
Recommended Minimum Connection Times at SCL
Domestic to domestic: 60–90 minutes minimum
International to domestic: 2.5–3 hours (customs, immigration and terminal change can add 45–60 minutes)
International to international: 3 hours minimum — LATAM uses both the domestic and international terminals at SCL, and transfers between them require extra time
Patagonia arrivals (Punta Arenas, Balmaceda): allow extra buffer — weather delays on southern routes are frequent and can cascade into missed international connections
Special Assistance: Children, Seniors and Passengers with Disabilities
Children Under 14 Traveling with Adults
Children under 14 traveling with an adult will be seated together on the same reservation. Ensure that children are included in the same booking reference as their adult companions. LATAM handles seating arrangements to keep families together.
Unaccompanied Minors
LATAM offers an unaccompanied minor service for children aged 5–17 traveling alone. This must be arranged in advance through customer service and involves additional fees. Contact LATAM before booking to confirm availability and requirements for your route.
Passengers with Reduced Mobility or Special Needs
LATAM provides wheelchair assistance, priority boarding and special seating for passengers with disabilities or reduced mobility. Request these services when booking or at least 48 hours before departure through the Help Center or by phone. At the airport, notify check-in staff immediately upon arrival.
Tourist Travel Guide: Flying LATAM in Chile
Weather Disruptions to Expect by Region
Patagonia (Punta Arenas, Puerto Natales, Balmaceda): strong winds are the norm, not the exception. Expect delays, diversions or cancellations. Always build buffer days into any Patagonia-to-international connection itinerary.
Santiago (SCL) in winter: morning fog between May and August can cause 30–90 minute delays. Afternoon operations usually normalise.
Northern Chile: generally stable, with occasional disruptions from desert dust events.
Pre-Flight Checklist for Tourists
Download the LATAM app and load your booking before arriving at the airport
Complete online check-in between 48 and 2 hours before departure
Screenshot your boarding pass — airport WiFi can be unreliable
Photograph your packed bag before checking it in — essential for baggage claims
Weigh your luggage before the airport — excess baggage fees are significantly higher than pre-paid rates
Arrive at SCL at least 2 hours before domestic and 3 hours before international departures
Keep your baggage claim tag attached to your boarding pass until you have confirmed your bag is with you
Have travel insurance that covers delays, cancellations and lost luggage — especially for Patagonia routes
Key Numbers in Chile for Tourists
LATAM Chile customer service: +56 2 2579 8990
Santiago Airport (SCL) general: +56 2 2690 1752
Emergency services: 131 (ambulance), 132 (fire), 133 (Carabineros / police)
SERNATUR (tourism helpline): 600 600 1000
JAC (civil aviation authority): www.jac.gob.cl — for formal passenger rights complaints
How to File a Formal Complaint Against LATAM in Chile
Step 1 — Contact LATAM directly
Use the Help Center → Create a case function at latamairlines.com. Provide your booking details, a clear account of what happened, what you requested and the airline's response. Retain all email threads. Airlines typically have 15–30 business days to formally respond.
Step 2 — JAC (Junta Aeronáutica Civil)
If LATAM does not resolve your complaint satisfactorily, file at www.jac.gob.cl. The JAC is Chile's civil aviation authority and oversees passenger rights in air transport. Submit your booking confirmation, all LATAM correspondence and any receipts.
Step 3 — SERNAC for consumer protection
SERNAC (www.sernac.cl) handles consumer protection complaints and can mediate disputes between passengers and airlines. Available to foreign tourists. Free service.
Step 4 — EU/UK compensation claims
If your disrupted LATAM flight departed from a European or UK airport and you believe you are owed compensation under EC 261 or UK261, you can file through third-party services like AirHelp or AirAdvisor on a no-win, no-fee basis. Victims of flight delays or cancellations have up to three years to apply for compensation, though this varies by jurisdiction — 6 years in the UK, for example.
Interested in how aviation works in Chile?
Every LATAM flight departing from Santiago is operated by pilots certified by Chile's DGAC (Dirección General de Aeronáutica Civil) and maintained by licensed aeronautical technicians. From the ATPL-holding captain to the mechanic who signed the airworthiness release that morning, every professional passed rigorous theoretical exams regulated by the DGAC. If aviation sparked your curiosity, www.aerotest.cl is where Chilean aviation professionals — pilots, mechanics and drone operators — prepare for every official DGAC exam.