LATAM Airlines

Not Verified | If I could rate the service of this company in numbers, I would give it a -10 and no less than zero stars. On August 11 2023 I traveled through LATAM airlines, flight 4402 to connect my connection in Miami on an international flight. My odyssey began when I arrived at the El Dorado airport in Bogota to check in. The number of passengers, the chaos, disorder was like a movie. Very few airport staff do not have the training and even to my surprise almost no one speaks English. Continuing with my checking, it could not be done electronically, so I was redirected to the counters personally. When entering the checking line we had an average of 20 people with only 2 people from customer service. Ask a LATAM employee why you were waiting and if there was no staff for international passengers to attend to them directly. He replied no, that the same waiting line was for national and international passengers. I explained to him that in my opinion it was not right and the ticket costs were different (obviously the international tickets were more expensive) and in the case of connections they were more harmful for me. He told me that he couldn't do anything. My ODYSSEY really started there since when I checked the lady at the counter told me that my luggage had exceeded 20 Kilograms (approximately 40 pounds) and that I had to pay the excess. I answered that the suitcase had already been paid for at the place of origin in the United States and that I did not understand why I had to pay for it again. The lady from LATAM told me that I only had it for 10 pounds and OH my surprise when she told me that I have to pay an extra US$177.00 if I wanted to send it with my flight. I decided not to do it and tried to talk to a supervisor who never showed up and shone by his absence. When checking the prices of the suitcases on the website, costs between US$ 14 and up to US$ 25 appear on domestic flights but nothing is indicated for international flights. No one gave me an answer to what happened, so I filed a complaint on the LATAM website. In addition, the cabin service was of poor quality since there is no empathy or sympathy with the flight employees, low quality food and low communication too. My conclusion, if this review is of any use, do not travel with this airline since its service is terrible, unprofessional and the only thing they want is your money.

✅ Trip Verified | Boarding was a mess, they have some people in training but it was like everyone was in training and no one knew anything. It took more than two hours and at the last minute I was told that my luggage was not included and I needed it to pay again. We were running out of time and they ask for this ridiculous amount of money $355.49 for two bags about 35 lbs e/a they assured me that if it was already included they will refund the money in Miami but this never happened. Basically, they held us hostage, until the last minute to make us pay. We paid the full amount for the trip to Delta Airlines and the luggage was included both ways we flew in with four bags and came back with only two bags. I made the claim and they said that I agreed to pay, but it was no other option at the last minute if they told us it before I could leave the bags with my brother but after all this time he was gone.

✅ Trip Verified | Boarding was a mess, there was no room for those of us who had the correct luggage, and we put small things in the front seat, the compartments were full of other passengers' small things. Why make rules if then they don't enforce them? The food was completely cold, impossible to eat. The flight was delayed by more than 1:30 pm, for a "medical" reason. That was the only comment after keeping us on the plane for that time without any explanation. Then in Lima, with a 5:00 p.m. wait for the next flight, they could not explain to us whether or not we should pay the airport tax of more than 30USD per person if we wanted to re-enter the airport after going out to the city to a nearby hotel. The best response we got from the airline was that it was "random." Sad experience, unfortunately not the first with this airline, I will do my best to avoid it in the future. | El embarque fue un caos, no habia lugar para quienes teniamos el equipaje correcto, y poniamos las cosas pequeñas en el asiento delanterio, los compartimientos estaban llenos de pequeñas cosas de otros pasajeros. Para que ponen reglas si luego no las hacen cumplir? La comida estaba completamente fria, imposible de comer. El vuelo estuvo retrasado mas de 1:30hs, por una razon "medica" Ese fue el único comentario luego de mantenernos ese tiempo dentro del avión sin ninguna explicación. Luego en Lima, con 17hs de espera al vuelo siguiente, no pudieron explicarnos si debiamos o no pagar la tasa del aeropuerto de mas de 30USD por persona si queriamos volver a entrar al mismo luego de salir a la ciudad a un hotel cercano. La mejor respuesta que logramos de la aerolinea fue que era "aleatorio". Triste experiencia, lamentablemente no la primera con esta aerolinea, haré lo posible por evitarla en el futuro.

✅ Trip Verified | Very disappointed by the level of service provided for flight LA 2435 Lima to Mendoza, caused over 2 hours delay! The Pilot failed to show up and LATAM failed to take responsibility for unprofessional service. Waiting area we’re all stuck was completely inadequate conditions. LATAM website doesn’t except complains forms. I was trying to submit the complaint form three times to submit still failing. I will never fly LATAM again.

Not Verified | By far LATAM is the worst airline I ever flown with. Not only the flight departed over 1:30 hour late, but they charged a ridiculous amount of money per luggage for a family of 3. I paid $120 per check in bag each weighted 20 kilos one way, and $80 per bag for the return flight. I go to Bolivia every year and whenever I purchase international tickets. Bags are included. I will never flight or recommend LATAM to anyone.

Not Verified | Checked in 3 suitcases and at arrival only 1 arrived. Filled out the lost luggage claim. Day after confirmed luggage had arrived and would be delivered shortly. Still haven’t received the luggage. Have been exchanging with the WhatsApp page useless. Tried calling number but can’t leave message because voice message is full over 20 exchanges. This company should not be in the airline service useless!

✅ Trip Verified | Very nice experience. Staff was very friendly and helpful at the airport. They also offered to check in our slightly big hand luggage which made the trip easier. I was just very surprised and happy with how friendly they were, and how pleasant then the whole experience was. Flight was comfy and snacks were good.

✅ Trip Verified | We flew Latam but on Delta, so the trip itself was not a problem. The real problem is if you need to make any changes to your ticket, you are really doomed. Let me explain why. I had to change the tickets dates for me, my kids and my mother in March 2023. Every time I called it was a different problem. Every single time they encountered a problem in the system. Every time I called (same day) the fare would have a different price, it would vary from 2k to 3k and then $700 on the same day (this is only the fare difference on the ticket I have already purchased). I know the fare changes constantly, but it didnt make sense .. every representative would give me a insane price every time I called. The changing fee would be different on every call.. on one call he said there would be no fee, another one told me it would be $150, and then $300 and $450 .. no consistency. Even when I agreed to pay a lot more for the fare difference the system would not process the payment and I would have to call back later and go through the same process over and over again. Also, my mother was on a different reservation so I had to double the calls because they could not resolve everything in a single call always saying the system was down or payment could not be processed at that time. After several calls the problem was resolved at 2am. Don't get me wrong, the customer service representatives are polite and friendly but they cannot help! Fast forward to June I had to change my mother's reservation again. When I booked her ticket several months ago, I bought a more expensive ticket so we could have flexibility on changes, and it was the same nonsense. Several calls, crazy fare changes and to put the ticket on hold they wanted to charge me $450 + changing fees, + the fare difference whenever I book in the future.. so it was better just not show up for this flight and buy a new ticket with another airline company. I don't usually write reviews, but I wasted so much time and money that Latam was my worst airline experience.

Not Verified | Hopefully I won't need to fly with LATAM again. I made a mistake and booked 3 tickets with only one 23 kg luggage although I had 3x10 kg handbags. My mistake that l had to pay for 2x10 kg but no I had to pay for 2 x 23kg luggage. And they couldn't speak English most of them but there was always one person who could speak English but couldn't understand the difference between 10 and 23 kg. Cusco - Lima, we get in the airplane and we want to put our bags in the overhead bin because it seems to be empty so we don't have to keep them under our seat. The air hostess tells us that it is only for handbags, we accept it and them we watch her let other travelers put their bags in the overhead bin and it was not only one or two travelers, we were sitting back where it was not so full as the front part ... then we asked her why are they allowed to put their bags in the cabinet and she told us that she cannot control everyone.

✅ Trip Verified | After travelling to Peru with 14 paramedics to participate in a charity trek, my luggage arrived 7 days after me. My flight consisted of 3 transfers: London to Madrid, Madrid to Lima, and Lima to Cusco. I knew in advance that I had to collect my luggage in Lima and recheck in. When attempting to collect my luggage in Lima mine was the only one not to arrive. I immediately sought help but was advised to board my flight to Cusco and the gate was about to close and open a claim when I arrive in Cusco. Latam 1st admitted responsibility, then decided that no compensation would be paid as the case was opened in Cusco, not Latam. I explained that was advised to board the plane due to the gate closing but they would not accept this. They are trying to tell me that it is my fault, despite the airline in Latam telling me that they withheld my luggage in Madrid and returned it to London, so it was never available for collection. When my luggage finally arrived 7 days later, the staff at Lima airport were passive-aggressive and called security when I asked how I claim the delay. The gentleman made me feel so uncomfortable as if I has been in the wrong. The lock had been forced open and everything inside the case searched. I have been treated appallingly from start to finish. Latam ruined this experience. When returning home, 3/of my colleague's bags did not arrive at the final destination.