How LATAM is using digital and AI to unlock its next era of growth
With roots dating back to 1929, LATAM Airlines has grown into a complex operation with about 1,600 daily flights and more than 80 million passengers each year. Following an efficiency program that brought renewed financial discipline, strong customer satisfaction, and industry-leading operational performance, LATAM’s leaders began exploring how to build on that foundation to create a new engine for growth.
Partnering with McKinsey, LATAM set out to rewire its organization, making digital and AI core to the business. The airline redesigned booking and servicing, introduced capabilities such as a digital wallet, and improved how passengers manage changes and disruptions. It also brought AI into maintenance planning and cargo operations, while changing how technology and business teams work together.
Today, passengers can manage more of their journeys independently, with fewer calls to customer service. The changes are also helping LATAM improve operational reliability, develop new offerings faster, and find opportunities for growth. And by building digital capabilities within its own teams, the airline is better positioned to continue improving.
LATAM’s reinvention at 35,000 feet
Partnering with McKinsey, the airline rewired its organization to make digital and AI core parts of the business—transforming the passenger experience, accelerating growth, and unlocking new levels of operations performance.
