Sernac launches investigation into SKY, LATAM, and JetSMART after incident at Antofagasta airport
A passenger’s outburst at Antofagasta airport, captured in a viral video, has led Chile’s National Consumer Service (Sernac) to formally investigate SKY Airline, LATAM, and JetSMART. The agency demands detailed information on communication protocols, passenger assistance, staffing, and conflict management procedures
The National Consumer Service of Chile (Sernac) has initiated a formal procedure against SKY Airline, LATAM, and JetSMART after an incident at Antofagasta airport where a passenger verbally assaulted a worker following a flight cancellation.
The event, captured in a viral video on social media, showed the passenger expressing frustration over a lack of explanations and attention. In her anger, she grabbed airport equipment and directed insults at employees, requiring intervention by the Carabineros.
In response, Sernac has requested detailed information from the airlines on:
• Mechanisms for communicating delays or cancellations to passengers.
• Assistance provided to passengers during itinerary disruptions.
• Staffing levels at counters and training programs for handling stressful situations.
• Protocols for managing conflicts with passengers during critical moments.
The agency has set a deadline of ten business days for responses. Failure to comply without justification could result in fines of up to 400 UTM, equivalent to approximately 27 million Chilean pesos (~USD 26,800). Sernac emphasized the importance of safeguarding consumer rights and improving service quality during operational disruptions.
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