A lawyer was removed from an Latam flight with her 1 year and 10 month old son after disagreeing with the company’s rules regarding placing a stroller on the aircraft. The episode occurred on the morning of May 4, on a flight departing from São Paulo to Brasília. Viviane Carvalho Souza Araújo reports having been approached by the chief flight attendant at the plane door and subsequently escorted by Polícia Federal to leave the aircraft.
Segundo Viviane, the situation began when he tried to board carrying his son on his lap, a folding stroller — a model permitted in the cabin according to Latam rules — and two bags. Upon arriving at the aircraft entrance, she was informed that the stroller had to be checked in luggage. Ela asked for help to store the equipment in the overhead luggage compartment, explaining that she was alone with the child. Another passenger helped her without any major problems.
Abordagem and embarrassment during boarding
Após got comfortable in the seat, Viviane looked for a flight manager to register a complaint. Afirma that the crew chief insinuated that she wanted to disembark — which the passenger categorically denies. Gravava the conversation at that moment. Mesmo with his refusal, Polícia Federal was called, and two agents entered the aircraft to monitor his and his son’s evacuation.
The lawyer describes the departure as “humiliating” and claims that she asked the police officers to register a report, but was informed that they were only to monitor the procedure. Viviane stated: “We were escorted as if we had committed some crime. Me felt attacked and disrespected, just like my son. Nenhuma mother should go through this kind of embarrassment for asking for help.” Durante the episode, three passengers expressed solidarity with her and offered support, including testimony about the flight attendant’s alleged offensive comments.
Regulamentações security and rights
Latam informs that the folding cart can be taken in the cabin at no additional cost, as long as space is available. If there is no space, the equipment remains in the basement at no additional cost. Segundo the company, the procedure is part of the safety standards that must be respected during boarding and remaining on board.
Agência Nacional of Aviação Civil (Anac) establishes specific parameters for passengers in need of special assistance, a category in which those accompanying infants fall. Nesses cases, the stroller must be accommodated in the cabin if space is available. If there is no space, the equipment is sent to the hold and returned upon arrival.
- Foldable Carrinhos can be transported in the cabin at no additional cost
- Espaço in cabin is a determining condition for accommodation
- Equipamentos are dispatched in the hold free of charge if necessary
- Passageiros with infants receives PNAE status
- Devolução of carts occurs automatically upon disembarkation
Airline Resposta
Latam issued an official note explaining that it requested support from Polícia Federal during boarding of flight LA3203 after the passenger’s “disagreement” with safety standards. The flight was delayed by 18 minutes as a result of the incident. The company relocated Viviane free of charge on flight LA3004 on the same route, on which she continued her journey with the stroller “in accordance with safety parameters.”
Latam reinforced that all actions aim to guarantee the safety of passengers and crew. Segundo the company, its crew members receive extensive training to deal cordially and professionally with different situations on board. The company highlighted that it adopts operational and technical measures necessary to ensure a safe trip for everyone.
