LATAM Introduces WhatsApp Meal Selection for International Flights from Brazil
LATAM Airlines has implemented a new feature to enhance the travel experience for its international customers: passengers can now choose their in-flight meals directly via WhatsApp before boarding. This innovation, part of the Pre-Select service, is initially available for Premium Business cabin passengers departing from Guarulhos Airport starting July 23. By September, it will also be extended to those traveling in the Premium Economy cabin.
How Does Pre-Select Work?
The airline sends an automated WhatsApp message to the passenger 44 hours before the flight, provided the phone number is correctly registered in the booking. Customers can select their meal up to 26 hours before departure. This option applies to eligible cabins on international flights lasting more than three hours.
If the passenger does not make a selection within the deadline, they can still do so onboard, subject to availability. To ensure the service’s success, LATAM recommends keeping passenger and accompanying travelers’ contact details updated at check-in.
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Tangible Benefits: Convenience and Sustainability
In addition to offering greater convenience and guaranteeing passengers’ meal preferences, the system significantly improves operational efficiency and reduces food waste. This enhancement aligns with LATAM’s commitment to more sustainable aviation.
Once the selection is made, the information is automatically shared with the catering team and flight crew, enabling smoother preparation and a more personalized onboard service.
Digital Advancement with Real Impact on Customer Satisfaction
This initiative is part of LATAM’s broader digital transformation strategy, focused on strengthening services and continuously training its teams. The results of these efforts are reflected in customer satisfaction levels: in Brazil, the Net Promoter Score (NPS) has increased by 12% over the past four years, reaching 64% in 2025. Crew friendliness also stood out, scoring 78.6%.
Diogo Carvalho, Senior Manager of In-Flight Service and Cabin Crew at LATAM Brazil, explained: “Our services and the interpersonal skills of our crews are constantly being developed to deliver an increasingly simple and genuine travel experience. We strive for this daily, with the utmost respect for the diverse people who board our aircraft and the different situations we encounter on each flight.”
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