LATAM has just achieved a historic feat in Brazil. According to indicators from Consumidor govreg br for 2023, the company reduced the rate of complaints by 32% compared to 2022 considering the enger operation of LATAM Airlines Brasil and its loyalty program, LATAM . As a result, the company became the least complained about airline in the country among engers and of the airline sector's loyalty programs. The platform's indicators indicate that LATAM recorded a rate of 2023 complaints for every 0,92 engers transported from January to December 1. In 2022, there were 1,34 complaints for every 1 engers transported.
LATAM's achievement in Brazil reflects its strategic investments in products, services and technologies for more efficient customer service and employee empowerment to resolve problems at the first . And the improvement was achieved at a time of increasing high demand for air transport. In 2023, LATAM transported 33 million domestic engers in Brazil, a volume 15% higher than in 2022.
Check below the main investments that made LATAM become the least complained about airline in Brazil:
- CENTER REDESIGN: LATAM redesigned its Center with new suppliers, unified systems and granted more autonomy to agents to resolve queries, in accordance with the rules of the air ticket purchased by the customer.
- DIGITAL TRANSFORMATION: Another major change came in the sphere of the Digital Transformation underway at LATAM, which has been seeking to put the company in the palm of the customer's hand to speed up adjustments to their itinerary through the website and application and control their credits with the company directly in the LATAM Wallet.
- MORE AUTONOMY AT AIRPORTS: Currently, LATAM customers arrive increasingly “ready to fly” at airports, without the need to carry out physical or online check-in. Automatically, the customer receives their dynamic boarding , which updates flight information in real time. At the airport, you also have access to automatic bag drop totems, reducing queues. All initiatives make service less (with minimal with attendants) while humanizing the exchange when necessary, in addition to rethinking the entire journey of the customer's journey.
DIGITAL TRANSFORMATION: LATAM IN THE CUSTOMER'S PALM
LATAM's Digital Transformation process seeks to give new meaning to the customer's relationship with the company. The first phase of the most visible transformation to customers in Brazil began in 2021, based on four pillars: new purchase flow on the website, which has a profile with all customer information in one place, personalized notifications, check-in automatic and LATAM Wallet. LATAM's Digital Transformation process also applies to Brazilian airports, having reduced service times by up to 50%. Find out how this was possible:
- SMARTER WEBSITE: LATAM customers can store all their information and preferences in their registration to speed up future purchases. Non-ed customers can also make purchases and obtain the checkout receipt for .
- AUTOMATIC CHECK-IN: right after completing the purchase of their airline ticket, the customer receives the virtual boarding , which is dynamically updated and allows the enger to know if there has been a change in the route, date, time and boarding gate. The functionality is already used by more than 80% of domestic engers in Brazil and allows for a reduction of up to 20 minutes in waiting and service time at airports.
- LATAM WALLET: is the airline's virtual wallet. Customer point credits and refunds are stored in this tool and can be used at any time to purchase new products and services. It also allows access to a new experience in LATAM , LATAM's loyalty program.
- CHAT FOR FLIGHT CHANGES: the customer can conclude online and directly with a LATAM agent changes to flights impacted by adverse weather conditions or contingency flights at airports, for example.
- WHATSAPP: the customer has easy access to the tool directly via cell phone or via the website, with quick and easy guidance on frequent topics or even talking to one of the attendants.
- AUTOMATIC DRAWING OF LUGGAGE: self-service kiosk available for customers at airports in Brasília, Galeão, Guarulhos, Salvador, Natal, Porto Alegre, Florianópolis, Fortaleza and Confins. Currently, 70% of customers in Brazil already weigh, label and send their luggage to the aircraft autonomously using this equipment.
- GOOGLE WALLET: LATAM tickets can be stored in this tool and speed up document access and boarding at airports.
- ADVANCED AND POSTPONED FLIGHT: customers can now bring forward or postpone their flight on the same day directly on the website or LATAM application – the function was only available at the company's counter at airports. To do so, simply access the “My Trips” section between 24h and 1h40 before the domestic or international flight.
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Street: LATAM Brazil
