LAN provides special services for our passengers with special needs. Please request these services through our Contact Center or at any LAN office.
Please note: Passengers who require a special service cannot check in through LAN.com.
Passengers with Special Medical Needs
If an infant requires an incubator during the flight, this service must be requested at least 48 hours in advance, except on domestic flight’s in Peru where this may be requested 24 hours prior to departure, by calling our Contact Center or LAN offices. The incubator service is available on all our routes except on domestic flights operated by LAN Argentina and LAN Ecuador. In order to use the incubator, a Medical Certificate must be presented and a qualified companion (doctor, nurse or midwife) must travel with the infant. The passenger or health institution requesting the service is responsible for returning the empty incubator through LANCARGO and must be coordinated within the first 5 days after it’s arrival.
Passengers who have to travel in a horizontal position due to health problems, may request the use of a stretcher at least 48 hours prior to the flights departure by calling our Contact Center or LAN offices. This service is available on domestic flights in Chile and Peru and on flights to Mount Pleasant. In order to use the stretcher the passenger must check-in at the airport 1 hour and 30 minutes prior to the normal check-in time and must travel with a qualified companion (doctor or nurse), except the Medical Certificate indicates otherwise.
If you have special needs or simply want to be more comfortable, you can choose to purchase/book extra seats next to your original seat and each other in Economy class by calling our Contact Center or getting in touch with one of our sales offices. We'll charge you the equivalent of the adult fare available at the time of purchase and, for any refund, the fare's current conditions will be applied. NOTE: service not available for purchases/bookings made through LAN.com; only valid for fares which allow seat reservations; extra seats earn LANPASS KMS.
For domestic routes within Argentina, passengers that present medical problems of obesity may request an extra courtesy seat, directly at the Check-in counter, at least 3 hours prior to the flight's departure. The courtesy seat is subject to availability of seats on the flight and does not earn LANPASS KMS.
Although we do not request information about your disability, the more information that you share with us about the assistance you require, the better we will be able to help you. Each person is different, and you are better able than anyone else to tell us what service you need.
a) Own Wheelchair
Any passenger who must remain in a wheelchair up to the door of the plane may stow the wheelchair free of charge, and it will not be considered part of the baggage allowance; the same is true of other assistive devices (crutches, prostheses, etc.). Wheelchairs may be brought onboard with their wheels at normal pressure; the wheels need not be deflated. We request that you inform our Contact Center or LAN offices 24 hours prior to the flight's departure (in Europe, we request 48 hours notice). You should arrive at the airport 1 hour before the normal arrival time for your flight.
Passengers with reduced mobility are reminded of their obligation to inform the airline in advance, including in regard to the transportation of mobility devices. It is important to notify the airline in advance so that the feasibility of transporting mobility devices can be assessed; this will depend on the space limitations on the plane. Therefore, we ask that passengers inform us in advance of the dimensions and weight of the mobility equipment.
b) Wheelchair at Airport
If you require a wheelchair in order to move about the airport, you can request it 24 hours in advance by calling our Contact Center or LAN offices. Making the request in advance will help us to provide the service in a timely manner. If a wheelchair cannot be requested 24 hours in advance, we ask that you make the request at the airport, so that the service can be arranged and provided with the shortest possible wait time. Wheelchair service is provided from our counters up to the departure gate, aircraft door or seat, as necessary. Upon arrival of the flight, wheelchair service is provided up to the exit from the terminal, not including parking.
a) Medical Oxygen provided by LAN
This service is available exclusively on domestic flights within Chile and Peru, and it must be requested 48 hours in advance by calling our Contact Center or visiting a LAN office.The passenger must present a medical certificate stating that he or she is able to travel. In addition, if the passenger is not able to administer the oxygen to him- or herself, he or she must travel with a companion.The cost of each bottle of dry oxygen is 30,000 Chilean pesos for domestic flights within Chile and US$50 for domestic flights within Peru.
b) Oxygen provided by the Passenger
Passengers requiring medical oxygen during the flight will have the option of carrying a portable oxygen concentrator (POC). The POC model accepted on the flight will depend on the passenger's travel cabin. The following brands and models are authorized by the FAA:
- Airsep "Freestyle", produced by Airsep Corporation.
- Airsep "Lifestyle", produced by Airsep Corporation.(*)
- AirSep Focus AS078
- AirSep Freestyle 5 AS077
- Delphi Medical System RS00400
- Delphi RS-00400
- iGo de DeVilbiss Healthcare (*)
- Independence Oxygen Concentrator by Oxlife (*)
- Inogen One, produced by Inogen Corporation.
- Inogen One G2 by Inogen (*)
- Inogen One G3
- Invacare Solo 2.
- Invacare XPO2, produced by Invacare Corporation.
- Inova Labs LifeChoice
- Inova Labs LifeChoice Activox
- LifeChoice by International Biophysics Corporation (*)
- Oxus RS-00400
- Precision Medical EasyPulse PM 4150
- Philips Respironics EverGo
- Respironics Evergo, produced by Respironics Inc.
- SeQual Eclipse, produced by SeQual Technologies Inc (*)
- SeQual SAROS, Modelo 3000
(*)Passengers who require the use of these models during take-off and landing as well, may only travel in Economy and Premium Economy classes, where the personal oxygen concentrator (POC) is secured under the seat in front of them for their use. These models are not allowed in Premium Business since they cannot be properly secured under the seat.
The passenger carrying the POC must present a signed statement upon Check-in at the airport.Because of aviation regulations, regardless of the cabin in which the passenger is traveling, he or she is required to present a Medical Certificate that states whether the POC must be used continuously or may be disconnected during takeoff and landing.Aviation regulations prohibit the use of other personal oxygen units, including those containing compressed or liquid oxygen, since these are considered dangerous goods.
Conditions for the passenger to board
- The POC and batteries must be provided by the passenger.
- The passenger must be legally responsible (of legal age) or be traveling with someone who is.
- The passenger must be able to hear the POC’s alarms, to see the alarm indicators and to take action in response to these alarms; or they must travel with a companion who is able to.
- The passenger should travel with enough batteries to last for one and a half times the itinerary’s scheduled duration (including stopovers and connections), including the one installed in the POC.
- The passenger should ensure that the POC and its batteries are in good condition and damage-free. The batteries should be individually wrapped, so that direct contact between them is impossible and they are therefore protected from damage or short circuits.
- Refusal to allow the passenger to board due to a failure to comply with the travel conditions does not constitute grounds for an exception in the purchased ticket’s fare regulations.
- The POC must fit under the seat in front of the passenger.
- POC users may not sit it rows with emergency exits or in any seat that blocks another passenger’s access to the aisle.
- Boarding a POC is free of charge.
- LAN is not responsible for providing POC batteries; or providing power during the flight; nor is it responsible for providing any POC-related equipment or for the POC’s state of conservation.
- Transport of the POC is additional to the standard amount of carry-on baggage allowed.
- On codeshare flights (operated by other airlines), the operator’s policy applies.
Passengers with Mental or Psychiatric Disabilities
Passengers who, due to their condition, are not capable of following instructions or display personality or behavioral disorders must present a valid Medical Certificate issued less than seven days prior to the flight’s departure. Depending on the diagnosis and the decision of the airline’s doctor, the passenger may be required to travel with a companion or with assistance from a healthcare specialist. In case a companion is required, this person must be older than 18 years of age, be able to assist the disabled passenger and be capable of communicating with both the passenger and the crew. Autistic passengers traveling with a companion and who do not exhibit disruptive behavior may fly without a medical certificate. Autistic passengers traveling alone must obtain medical certification.
Emotional support animals
Passengers who must be accompanied by an emotional support dog must document their condition by providing an original medical certificate from the treating psychiatrist or psychologist, issued within the past 12-month period. The animal must comply with LAN's policy for the transport of animals, travel with a muzzle, weigh less than 35 kg (77 lbs.) and may travel in the cabin as long as it does not block the aisle. This service is not available on flights to the Galapagos Islands. For additional information about the conditions regarding the transport of emotional support dogs, please call our Contact Center.
Visually or Hearing Impaired Passengers
Passengers with visual or hearing impairment may travel with a service animal free of charge and without the animal being considered as part of the baggage allowance for said flight. Only service dogs are permitted in the cabin and these must wear a muzzle, an official badge and have the sanitary documentation for the destination and transit countries. If the passenger is travelling with a companion, they may opt to carry the animal in the hold. This service must be confirmed by calling our Call Center or any LAN office 48 hours in advance. For additional information please see the section on Transportation of Pets and Animals.
If you need to use medical sharps during your flight (syringes, needles, or insulin cartridges), we request that you keep on hand at all times a medical certificate signed by your doctor that confirms your condition.If you need to dispose of any of these items during the flight, all of our airplanes have special containers for this purpose.For the safety of our passengers, you must not leave these used items in the seat pockets or in the lavatory trash receptacles.