LATAM strengthens social‑media support as ANAC enforces passenger rights in Brazil

LATAM Airlines is expanding its use of social‑media platforms, especially Instagram, to address customer complaints in real time. According to the Instagram 2026 report, nine in ten users access the platform daily and 49% have used it to contact companies, with 74% saying their issues were resolved. LATAM, which holds about 37.7% of Brazil’s domestic market and has grown its network to 60 destinations, is integrating automated Direct messages to speed up service.

The Brazilian aviation regulator, ANAC, under Resolution 400/2016, requires airlines to provide clear information, re‑accommodation, material assistance and full refunds when flights are diverted, delayed or cancelled due to weather or other forces. Passengers must receive updates at least every 30 minutes and can be offered alternative transport if needed. These rules aim to protect travelers as the sector experiences record passenger growth.