How LATAM increased its win rate in consumer lawsuits by 30% with Enter

In 2025, more than 365,000 lawsuits were filed against Brazilian airlines. Airline litigation grew 32%, compared to 24% in the financial sector and just 1% in telecommunications.

LATAM was responsible for 42% of the record growth in the Brazilian airline market in 2025. That same year, the company faced more than 120,000 passenger-related lawsuits. Within the company, Brazil represents approximately 50% of group operations but generates more than 98% of consumer lawsuits, revealing an idiosyncrasy of the Brazilian judicial system when compared to other countries.

The high volume of cases required the legal department to operate with the same level of data analysis and operational discipline already present in other core areas of the company.

Beyond scale, LATAM faces fraud and other irregular practices in consumer lawsuits. Examples include:

• Forged proof of residence
• Power of attorney document without a proper signature
• Plaintiff is already deceased
• Disbarred attorney sponsoring the case

At high volume, these practices go beyond isolated incidents and demand a scalable pattern recognition — something impossible to do manually and only made possible through AI—strengthening the fight against abusive litigation and improving the quality of evidence presented in court.

‍

Enter was hired to mitigate the litigation costs of operating in Brazil. The solution was structured as an end-to-end workflow, divided in four stages.

When a new lawsuit is filed, Enter's AI agent gathers all documents from the case file and cross-references them with the operational data for each specific flight.

From LATAM's internal systems, this includes:

• Booking and ticket data
• Flights and passengers involved
• Assistance provided to each passenger
• Stated cause of delays or cancellations

Data points from different sources and formats are processed and centralized in a single database within Enter, private to LATAM. This can include screenshots, documents, and even audio recordings — all used in the subsequent stages of the workflow.

‍

Based on more than 30 irregularity checks, each lawsuit is assessed by Enter’s anti-fraud agent, built to detect illegal document tampering and abusive litigation practices. By organizing evidence and uncovering the facts at scale, AI helps courts make better-informed decisions — even when handling thousands of cases.

In a concrete example, the recurring reuse of the same proof of residence across dozens of lawsuits with different plaintiffs allowed LATAM to effectively expose the fraud.

‍

Each case is enriched with external and operational data relevant to the specific flight, pulled from sources built specifically for LATAM, including:

• Weather conditions
• Operating conditions at all airports in the country
• Evidence of disruptions affecting other airlines operating at the same airport on the same date

In practice, for example:

Based on these data points, the AI agent determines whether the alleged event resulted from factors beyond the airline’s control and, when applicable, grounds LATAM’s defense with legal arguments such as act of God or force majeure.

With over 400 proprietary machine learning and AI models, Enter's agent operates in the final stage of the workflow, achieving an average accuracy of 98% in the answers generated. When the path is to answer the lawsuit, the agent drafts it using all internal and external data collected in the previous stages.

Operando com mais de 400 modelos de machine learning proprietários e atingindo uma acurácia média de 98% nas contestações geradas, o agente de defesa da Enter atua na etapa final do fluxo. Quando o caminho é a contestação da ação, o agente elabora a defesa utilizando todos os dados internos e externos coletados nas etapas anteriores.

Enter translates this reasoning into AI agents responsible for evaluating the specific facts of each case.

In collaboration with LATAM’s in-house legal team, Enter structured the legal arguments and the conditions under which each should be applied, such as lack of standing, force majeure or provision of passenger assistance. The agent drafts the applicable arguments, supports each one with corresponding evidence, and structures the answer.

At the end of the workflow, the document must be reviewed by a licensed attorney, who validates the content and files the answer with the court.

For example: In cases involving flights operated by partner airlines, where LATAM was not the operating carrier, Enter automatically identifies who was responsible and structures the answer based on lack of standing, demonstrating that LATAM had no control over the service.

In less than twelve months, LATAM expanded Enter's scope from 12% to 70% of its consumer lawsuits.

During this period, Enter supported 18,600 cases, of which more than 8,000 have already been closed.

In cases answered with Enter’s support, the outcomes were compelling:

• +30% increase in victory rate
• 13% reduction in average damages paid per case
• Savings of US$2.8 million in the first year

Today, Enter operates as part of LATAM’s litigation management workflow, enabling a reduction in litigation costs at scale.