Indecopi upholds fine against Latam for not boarding a passenger with a disability first in Arequipa

Indecopi’s Specialized Consumer Protection Chamber upheld, on second and final administrative instance, a fine of 3 UIT (S/16,500) against Latam Airlines Perú S.A. Indecopi announced the decision on 17 August 2026.

The case concerns flight LA2349 on 22 October 2024, from Arequipa to Lima. According to the resolution, the passenger, who has a disability, had told the airline in advance about her condition and the assistance she needed to board. She was not boarded first. Other passengers boarded before her while she waited at the foot of the aircraft in the cold, because the airline did not have the equipment for her transfer ready.

The Chamber said that priority treatment is not met just by having protocols or assistance procedures; they must work in practice, so that people with disabilities can use the service without unjustified waits. It found that Latam breached item c) of article 41.2 of the Consumer Protection and Defense Code.

As a corrective measure, Latam must, within 60 business days at most, train all staff at Arequipa airport who take part in boarding passengers, including managers. It must also pay the costs of the proceedings.

Resolución 2826-2026/SPC-INDECOPI upheld the first-instance decision of the Consumer Protection Commission of Indecopi’s Arequipa Regional Office. It is the final decision within Indecopi; the airline can still challenge it before the courts.

If you have a disability, are pregnant, are an older adult or travel with a small child, see who is entitled to priority service and what to do if you do not get it.