LATAM Airlines

Not Verified | Flying with LATAM has been my worst flight experience so far. Despite involving a 30 min flight, I managed to experience a 12h delay (which would have been acceptable if they would have done as legally required, meaning warning the passenger of a change in the flight schedule). They advanced my flight 2h, I was coming in with an international connection and had my boarding pass. I show up at the airport and the flight is not programmed, instead of being guided, I was forced to do a super long line (baggage drop off) at 4am in the morning, fight to get my luggage, and fight to get a flight rescheduled. Apparently this was all the "weather". I fail to see how worldwide emails stop, and the customer service of an international airline collapses, when it rains in one city in Colombia but this is so far their explanation. On top of this, they take months to treat every customer claim. If you can, avoid this company at all costs.

Not Verified | Don’t ever buy flexible ticket because will never be able to change the dates because their website give error always. They change the date and time of your flights without explanation - they don’t have reachable customer service. The arrival time to make the connection of flights are not compatible we had only 15 minutes to arrive there in Madrid airport after taking a continental flight (10 hours flight). The seats at the plane are too tight and we were not able and limit water in a continental flight.

✅ Trip Verified | I bought a LATAM ticket from Cusco to Santiago with a layover in Lima. To begin my travels, in Cusco, where I was told I must be approved to enter Chile or I could not leave for Lima. I provided my very recent (3-hour-old) negative Covid test and tried to download the c19 paperwork, as those were the two stated requirements. There was technical trouble with downloading the document, but the LATAM rep said no worries, it is not that important. You have your Covid test, vaccines and boosters, US documents, etc. LATAM approved me to Chile. (Personal Note: My daughter, who was teaching English in Cuzco had been sick with stomach pain, so if I was not approved, I would have stayed in Cuzco with her.) In Lima, they said the representative in Cuzco was wrong, and I could not go to Chile. I was there hours early. So, I asked for help in getting this document, and they blew me off! Would not help. Essentially, they triaged me and helped all others, mostly Latin Americans. They further assured me three different times a certain gentleman was in charge of the flight would make sure everything cleared. Every time I went to speak with him, he brushed me off. Furthermore, they snuck behind my back, lied to me about getting me on, then asked me my name and passport number so they could pull my luggage from the flight because they knew no one at LATAM would help me. I wrote and called the airline and they did not help.

Not Verified | Booked a flight through Delta (their partner), so I was unable to add baggage, buy a seat, or add any services (note that booking through LATAM a few months prior did not present me with any difficulties when dealing with Delta). I called, went to the airport a day before, went to their main office in Lima, etc. No one could tell me the price of a second piece of luggage. Online, it varies from $60 to $200. Show up at the airport and I was charged $177. When I asked why, they said I was penalized for not purchasing the bag before. When I mentioned that it's literally impossible to do this, she simply asked "so do you want to check it or not". The airline is in bankruptcy. I really hope someone replaces them.

✅ Trip Verified | Urns Molina and Mariete Mayos we’re extremely helpful with my ticket reservation to Lima. I had missed the flight the day before and wasn’t in the system and they figured out a solution and got me on board a flight. I think they went way way above the call of duty helping me and I’m very appreciative. Your airline is lucky to have employees like them. Thank you ladies for all your help.

Not Verified | I had to change the date within less then 24/hrs for this trip and when I purchased the other flight I was told I would get a refund on my original purchase. As of today, 2 months from the purchase date of my tickets, I have yet to get my refund and am told that it is still processing. I cannot speak to a supervisor and I keep getting asked to not email them. That I am in processing

Not Verified | London to Santiago via Madrid. We flew with LATAM from London to Chile and back and also took several flights within Chile. On the plus side the crew were all friendly and efficient. Like many airlines the food and drink service is minimal now so it feels like a low cost airline. The ticketing, website and associated online services are a shambles and the whole system needs a thorough upgrade. We weren't able to check in online for any of our 9 flights despite the system recognising the booking reference and our name. It just kept generating spurious and meaningless error messages and suggesting we try again later. Not good at all.

Not Verified | Terrible experience with LATAM Airlines after booking return Business Premium seats between London and Rio De Janeiro. The airline changed our flight times, dates, flight sectors and completely voided whole sectors from our trip multiple times without notification or explanation. I would notice the changes purely by chance via Checkmytrip.com. Following each change I would dutifully endure LATAM's service call centre for several hours, incorporating dozens of call disconnections, excuses and down right lies ranging from the flight has been cancelled to the flight no longer has availability, all while still selling our seats for said "cancelled, or unavailable" flights on their app and website - this they explained by lying that their website was glitching (for 3 months?) The changes made by LATAM to our booking over the course of a few weeks amounted to the following. The flight we booked (London to Rio de Janeiro (via Sao Paulo) dep 24th Feb and return to London 11th March) becoming London to Rio de Janeiro (via Sao Paulo) dep 25th Feb, return 11th March. Then London to Madrid dep 24th Feb, Madrid to Sao Paulo, Sao Paulo to Rio de Janeiro; then London to Frankfurt dep 24th Feb, Frankfurt to Sao Paulo, Sao Paulo to Rio de Janeiro; Then our return flight began to change without notification or explanation, changed from the flight we booked: Rio de Janeiro to Sao Paulo, Sao Paulo to London dep 11th Mar, which became 4.) Rio de Janeiro dep 11th Mar to Belo Horizonte, Belo Horizonte to Sao Paulo, Sao Paulo to London; then Rio de Janeiro dep 11th Mar to Brasilia, Brasilia to Sao Paulo, Sao Paulo to London; then Rio de Janeiro to Campinas, Sao Paulo to London (How do I get from Campinas to Sao Paulo??) then Sao Paulo to London (So now I have to get from Rio to Sao Paulo on my own?). This then culminated in the next change being made to our booking resulting in no return flight at all. After hours and hours on the phone to Customer Services without being offered any explanation or alternative return flight, we decided to continue with the outward journey via Frankfurt and fight it out face to face once in Brazil. On arrival at London Heathrow with bags backed to board the flight to Frankfurt, the check-in agent told us apologetically that we would be unable to board as LATAM had invalidated the ticket for the London to Frankfurt sector. The ticket was on the system but LATAM had not reserved the seats. We were advised to contact Customer services and ask LATAM to Validate the tickets. Invariably the LATAM agent I spoke with hung up on me and we had no where to go. As LATAM had not reserved the seats to Frankfurt via Lufthansa there weren't even seats available for us to purchase directly from Lufthansa to ensure we could make our onward connection to Sao Paulo. The distress and anguish we experienced as a result of LATAM's blatant disregard for their customers was like nothing I'd ever experienced with any other airline. As LATAM contract out their ticketing service to a third party agent (dnata) at London Heathrow, we had no option but to try and explain our situation to the third party agent. This dnata agent incredible and everything that LATAM wasn't. She listened to us, empathised with us and committed to us that she would help resolve the nightmare LATAM had placed us in. She re-booked us back onto or original flight (which LATAM had repeatedly refused to do). Avoid at all costs!

✅ Trip Verified | Every flight with LATAM (4 in total) during my 3 months Latin America tour was a disaster, both in Premium Eco and Business. No lounge for Star Alliance Gold clients/business passengers in Cusco, no service on board, not even water, priority luggage was the last on the conveyor belt and my suitcase had a non-repairable damage. 1h to take up the damage by the staff and the status quo after weeks of complaints is that they are not willing to pay more than 80 USD despite the luggage being new.

✅ Trip Verified | Overpriced and underwhelming Expensive tickets, rigid inflexible staff at the gate, no service on board, horrible hotline customer service. I had no other choice than LATAM for several flights on my Latin America tour but you can see that the airline doesn't care about their customers at all. Surely one of the worst airlines for me together with Avianca.