To accompany its distribution partners, the company relies on a highly specialized structure: the Global Sales Support (Global Sales Support – GSS) team. This tailor-made service is entirely dedicated to assisting travel agencies across all segments (leisure, business, online) as well as companies affiliated with the LATAM Corporate program, thereby ensuring efficient and borderless commercial connectivity.
A Multilingual Infrastructure and International Expertise
One of LATAM Airlines’ Global Sales Support’s major strengths lies in its international dimension and its ability to adapt culturally. The GSS team handles an impressive annual volume of more than 1.5 million requests worldwide. To offer a smooth and personable experience, the service is structured to respond in six key languages: French, Spanish, English, Portuguese, German, and Italian.
For Europe, and especially for the French market, service hours are perfectly aligned with the rhythms of local agencies. French-language support is available Monday through Friday, from 9:00 to 17:00, ensuring optimal responsiveness during business hours. Beyond these time slots or for absolute operational emergencies, the global channels take over to guarantee business continuity on a global scale.
For Europe, and especially for the French market, service hours are perfectly aligned with the rhythms of local agencies. French-language support is available Monday through Friday, from 9:00 to 17:00, ensuring optimal responsiveness during business hours. Beyond these time slots or for absolute operational emergencies, the global channels take over to guarantee business continuity on a global scale.
360° Support: The Pillars of LATAM Airlines Support
The GSS service offering has been segmented to address with precision each type of issue encountered by travel agents. It revolves around four major areas of intervention :
1. Operational and Technical Support. This pillar forms the core of daily assistance. GSS advisors accompany agents through complex technical steps such as fare calculation (public or private fares), ticket reissuance procedures, and the association of electronic EMD documents for ancillary services, notably seat selection and baggage. Additionally, this unit handles requests for special services essential for passenger comfort, such as Unaccompanied Minor assistance (UMNR), or the carriage of pets in cabin (PETC) and in the hold (AVIH).
2. NDC Support by LATAM Airlines. In the era of digital transformation, LATAM Airlines positions itself at the technological forefront with its own NDC ecosystem. The GSS support offers specialized assistance for all requests related to issuances and redemptions via this platform. Whether it is voluntary changes or involuntary reissues following itinerary changes, the team also manages specific commercial exceptions (such as proposals to change airports for affected passengers), enabling agencies to navigate this new technological environment with ease.
3. Commercial and After-Sales Support. Profitability and administrative management of travel agencies are also central priorities for LATAM Airlines. The GSS support acts as a facilitator in resolving disputes related to Debit Memos (ADM). It is also responsible for applying commercial flexibility policies (pre-sale waivers) and discounts directly via the Latam Trade portal. Agents can request handling of refunds and the creation of user accounts in the private space.
4. Group Management. For group travel, Series and Charter Flights LATAM Airlines offers robust solutions for groups of at least 10 passengers sharing the same itinerary, whether for corporate or leisure purposes. The GSS offers two negotiation formats: ad-hoc groups, and the “AD HOC Series” for off-schedule requests. For large-scale projects, the Charter service manages the entire operational chain: PNR creation, invoicing, integration of name lists, issuance of the Master Ticket, and transmission of manifests to airport authorities.
1. Operational and Technical Support. This pillar forms the core of daily assistance. GSS advisors accompany agents through complex technical steps such as fare calculation (public or private fares), ticket reissuance procedures, and the association of electronic EMD documents for ancillary services, notably seat selection and baggage. Additionally, this unit handles requests for special services essential for passenger comfort, such as Unaccompanied Minor assistance (UMNR), or the carriage of pets in cabin (PETC) and in the hold (AVIH).
2. NDC Support by LATAM Airlines. In the era of digital transformation, LATAM Airlines positions itself at the technological forefront with its own NDC ecosystem. The GSS support offers specialized assistance for all requests related to issuances and redemptions via this platform. Whether it is voluntary changes or involuntary reissues following itinerary changes, the team also manages specific commercial exceptions (such as proposals to change airports for affected passengers), enabling agencies to navigate this new technological environment with ease.
3. Commercial and After-Sales Support. Profitability and administrative management of travel agencies are also central priorities for LATAM Airlines. The GSS support acts as a facilitator in resolving disputes related to Debit Memos (ADM). It is also responsible for applying commercial flexibility policies (pre-sale waivers) and discounts directly via the Latam Trade portal. Agents can request handling of refunds and the creation of user accounts in the private space.
4. Group Management. For group travel, Series and Charter Flights LATAM Airlines offers robust solutions for groups of at least 10 passengers sharing the same itinerary, whether for corporate or leisure purposes. The GSS offers two negotiation formats: ad-hoc groups, and the “AD HOC Series” for off-schedule requests. For large-scale projects, the Charter service manages the entire operational chain: PNR creation, invoicing, integration of name lists, issuance of the Master Ticket, and transmission of manifests to airport authorities.
Des canaux de communication optimisés et des engagements de service (SLA) stricts
To minimize waiting times for professionals and ensure maximum efficiency, LATAM Airlines commits to rigorous service standards (SLA) across several fast-response communication channels:
● Phone: Via the dedicated French market line (+33 184080261), the average response time is 3 minutes, allowing you to speak directly with an advisor for case follow-up.
● Online chat: Available directly on the portal www.latamtrade.com, this channel offers real-time interaction with a specialized agent, with an average wait time of only 20 seconds, enabling immediate contact for urgent cases.
● Email: For cases requiring the submission of documents (such as [email protected]), LATAM guarantees an initial response within 8 hours and a final resolution within 48 hours.
● Phone: Via the dedicated French market line (+33 184080261), the average response time is 3 minutes, allowing you to speak directly with an advisor for case follow-up.
● Online chat: Available directly on the portal www.latamtrade.com, this channel offers real-time interaction with a specialized agent, with an average wait time of only 20 seconds, enabling immediate contact for urgent cases.
● Email: For cases requiring the submission of documents (such as [email protected]), LATAM guarantees an initial response within 8 hours and a final resolution within 48 hours.
Commercial Contact
Anabelle Araujo – [email protected]
Commercial Help Desk :
[email protected]
Groups Service :
[email protected]
More information on our travel agents platform: www.latamtrade.com
Anabelle Araujo – [email protected]
Commercial Help Desk :
[email protected]
Groups Service :
[email protected]
More information on our travel agents platform: www.latamtrade.com
