• ⁠18,600 lawsuit answers generated by Enter’s AI for LATAM Airlines’ consumer lawsuits, with audit and review by licensed attorneys, of which 8,000 have already been closed
• US$2.8 million in annual savings driven by a 13% reduction in average payout per case and a 30% increase in win rate
• Widespread document tampering and fraud detected through the reuse of the same proof of residence across dozens of lawsuits, including one case that resulted in dismissal and a fine of 9% of the claim value imposed on the plaintiff

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, as one of the leading players in the sector and responsible for 42% of the record growth in the Brazilian airline market in 2025, dealt that same year with 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.

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 of the flight involved.

Operational data related to the flight and passenger interaction is captured from Latam's internal systems, including:

• 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, which can include screenshots, documents and even audio recordings, 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 revealing the truth of the facts at scale, AI acts as an ally of the justice system, improving judicial decision-making in high-volume contexts.

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

‍

Each case is enriched with external and operational data relevant to the specific flight. This data is ingested by Enter through integrations with external databases built specifically for LATAM, including:

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

Based on these data points, Enter's 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.

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.

Operating with more than 400 proprietary machine learning and AI models and achieving an average accuracy of 98% in its generated defenses, Enter’s defense agent acts in the final stage of the workflow. When the path is to contest the lawsuit, the agent drafts the answer using all internal and external data collected in the previous stages.

The central question is:

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 defense.

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

For example: in cases involving flights operated by partner airlines, where LATAM was not the carrier responsible for the flight, Enter automatically identifies the operational responsibility involved and structures the defense based on lack of standing, demonstrating that the company had no control over the execution of the service in question.

‍

Together, we designed the defense strategies that came to be applied consistently, with evidence, in more than 18,000 cases.

— Rogério Martes Legal Manager, LATAM Airlines