LATAM PNAE Special Assistance Request Guide
LATAM Airlines requires advance requests for special assistance, including airport wheelchairs, medical forms, and service dogs.
LATAM Airlines requires passengers needing special assistance to make requests ahead of their flight. The airline provides specific guidelines for different needs, including airport wheelchairs, medical forms (MEDIF), and traveling with service dogs, with deadlines ranging from 24 to 48 hours before departure.
This guide, based on information from Passageiro de Primeira, consolidates the scattered details from LATAM's own resources. It outlines the steps for passengers with disabilities, reduced mobility, medical conditions, autism spectrum disorder (TEA), elderly travelers, pregnant women, wheelchair users, and those traveling with service dogs or requiring specific support.
Who Can Request Special Assistance?
Special assistance covers a wide range of passengers. It is not limited to wheelchair users. It includes individuals with physical, visual, auditory, intellectual, or psychosocial disabilities. It also covers those with temporary or permanent reduced mobility, people with TEA, the elderly, pregnant passengers, recent post-operative patients, passengers using medical equipment, those traveling with a guide dog, or anyone needing differentiated service to complete their air journey.
A key point is to separate the need for special assistance from requesting a discounted companion. Many passengers require assistance at the airport but travel autonomously during the flight. A discounted companion is approved only under specific conditions and depends on functional analysis, documentation, and airline approval.
Key Request Deadlines and Procedures
LATAM sets different deadlines based on the type of assistance required. Missing these deadlines can affect service availability.
| Assistance Type | Minimum Advance Notice | Key Notes |
|---|---|---|
| Airport Wheelchair | 24 hours before departure | Request via Contact Center to ensure availability. |
| Medical Certificate (MEDIF) | 48 hours before departure | Required when mandated; must be sent via LATAM's specific form. |
| Condition beyond reduced mobility | 48 hours before departure | LATAM recommends informing the airline at least 48 hours prior, especially if medical team or family support is needed. |
| Discounted Companion | 48 hours before departure | Request via MEDIF; not automatic and depends on LATAM's analysis. |
| Service Dog (U.S. routes) | 48 hours before departure | DOT forms must be sent via the Help Center, preferably 48 hours before the flight. |
Passengers should identify their exact needs after purchasing a ticket. Contact must be made through LATAM's indicated channels, such as the Help Center or Contact Center in Brazil. For some requests, a case can be opened in the Help Center. Always request written confirmation and save the protocol number, email, case number, or a screenshot of the request.
Important Details for Specific Needs
For airport wheelchairs, LATAM states the service includes transport from the check-in counter to the boarding gate or aircraft seat, and again at the destination. A passenger's own wheelchair can be transported free of charge, but motorized wheelchairs and batteries require special attention.
The medical form, known as MEDIF, must be completed by a doctor with objective information and submitted via LATAM's designated channel when required. For frequent travelers with a stable condition, a FREMEC certificate can facilitate future trips, but it depends on LATAM's approval, validity, and analysis.
A discounted companion is not granted automatically. It depends on functional necessity, a MEDIF form, and the airline's analysis. Brazil's ANAC regulation stipulates a written response within 48 hours for companion requests.
Guide dogs or service dogs can travel in the cabin, but rules vary by route, especially for flights to, from, or via the United States. Passengers must comply with local legislation.
LATAM advises passengers to check their reservation before the flight to confirm the assistance is logged. On travel day, arrive early and identify yourself at the LATAM counter or assistance point, even if online check-in is complete. The airline operates under Brazilian regulations (ANAC Resolution 280/2013), which define a passenger needing special assistance as a PNAE. This framework mandates assistance with check-in, baggage, airport movement, boarding, connections, disembarkation, and guide dog handling.
