"expected to pay for the airline's errors"
Bridget Walton (United States)
✅ Trip Verified | LATAM is unable to provide adequate support when it comes to flight changes or issues which leaves customers to fend for themselves or fork over a ton of cash to fix LATAM's problem. I do not recommend flying with LATAM if you will have multiple connections or if you're booking out far enough in advance that flight times, etc. might change because it will be nearly impossible to get your itinerary corrected. I purchased my flights directly through LATAM from SAN to LAX to SCL. When it came time to check in for my flight (18 hours before take off) I was unable to check in for my flight; it was impossible via the app and online. I called the LATAM support line and they were able to confirm that the error was an internal booking error (i.e. 100% LATAM's fault) which resulted in me not actually having a seat on the first flight. None of the four reps that I talked to (over four hours) could change the ticket or help me out. They told me that my options were to: 1) Cancel my ticket and be refunded, 2) I could pay to 'change' my flights, or 3) they could open a case and someone would call me eventually. A case was opened, however no one called me within the next 12 hours (at which point my flight was 6 hours from takeoff). I called them again (two hours this time) and confirmed with them what my options were and they confirmed that one of them was cancelling the ticket for a refund, so I told them that I wanted to get a refund for my ticket. Suddenly, this was no longer an option and the person couldn't explain why and also couldn't do anything else. The advice that the rep gave me was to "be patient" which I find unacceptable. They said I could 'try going to the connecting airport and check in there to see what happens," although they separately indicated that if I 'missed' my first flight then the entire trip would be cancelled. About an hour before my first flight was scheduled to take off, I got an email that said "we tried to reach you" to address the case however I had no missed calls and it had no instructions to get in touch with them again. I never received a follow up. Even if they had called, it would have been too late to make it to the airport for my flight on time (even if I was standing in the airport lobby when I answered the call) which is unacceptable. I gave LATAM $1200 for a ticket and only gave me headaches and stress. Their customer service team is not able to fix even basic issues and the customer is expected to pay for the airline's errors. Customer service reps also feel free to hang up on you which happened to me at least three times. I ended up having to buy a whole new ticket for my trip which was almost 2x my original price since, as you can imagine, buying an international flight on the day of the trip isn't going to be cheaper than the original. LATAM's flight schedule changes (a whole other issue that I didn't discuss here, but which cost me and my six travel buddies each 6+ hours on the phone with LATAM) and their other errors cost me $1000+ USD beyond the cost of the initial ticket that I booked.
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | Los Angeles to Santiago |
Date Flown | December 2022 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |
"nothing has been returned"
Luis de Lara (United Kingdom)
✅ Trip Verified | I canceled a ticket on LATAM on September 24th and asked for a refund of the money paid. Since then I have opened more than 10 cases asking for a refund and they close saying that in 15-30 days the money will be in the account. I have been asked several times for documents and bank details. It's been almost 90 days and nothing has been returned and they don't even respond to emails anymore. What to do?
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | London to Sao Paulo |
Date Flown | March 2022 |
Value For Money | 12345 |
Recommended | no |
"I will never fly LATAM again"
Kyle Pean (United States)
✅ Trip Verified | I had an absolute horrible experience with them. They do not care about their customers. I had a reservation leaving Iquitos Peru through Delta, but the first leg of the flight was flown by LATAM. LATAM could not verify my flight and kept telling me that it was Delta's fault and I needed to talk to them. Delta put my family on five different flights over a 30 hr period and we missed ever single one due to an issue in the LATAM system. The agents in Iquitos Peru airport are rude, do not know what they are doing. They would ignore me when I would talk to them at the counter and would get up from counter and walk away when I would walk up to them. I am extremely disappointed in LATAM and in the agents working in Iquitos Peru. They treated me so poorly. I will never fly LATAM again, and would suggest the same for you.
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | Iquitos to Lima |
Date Flown | December 2022 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |
"severe lack of customer service"
J Bye (United States)
✅ Trip Verified | I will start by saying this is the first review I have ever left for a company, ever, but their severe lack of customer service warrants being mentioned. Just now, nearly four weeks after voicing a concern and 3 weeks after my booked flight took to the air, I am hearing back. In short, I was in Ecuador with a planned flight from Quito to Guayaquil, roundtrip. Do to some major travel complications, including but not limited to civil unrest in Guayaquil, we were going to miss our initial flight. Two of us tried reaching out via Help Center, Email, WhatsApp, and phone call and never heard back. One of us finally got on the phone - after 30 minutes on hold with international rates - to voice our concerns and the representative, 10 minutes into our claim, hung up on us. We were prepared to sacrifice missing the first leg but wanted to ensure that we could still utilize our return flight (Guayaquil to Quito). Instead of responding to any of our claims (attempted almost daily for a week straight) or listening when we did finally get ahold of someone, they cancelled our reservation and kept our money. We were forced to take an overnight bus - as all other flights were fully booked - which cut into a significant part of our travels. As a travel and tourism professional, working in the industry for many years now, I was taken aback at how inaccessible, inflexible, and ultimately unhelpful LATAM was throughout the entire process. I will not be flying with them again and will not recommend anyone else does either.
Type Of Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | Quito to Guayaquil |
Date Flown | November 2022 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"had the most wonderful experience"
Richard Sinclair (Australia)
Not Verified | My wife and I had the most wonderful experience with Latam. The aircraft almost brand new and presented immaculately. Comfortable 11hr flight was hardly noticed as so smooth . Cabin crew were just fantastic with both Fernando and Damien providing us with excellent and friendly service. Seats and amenities were also excellent and this airline is one I look forward to flying with again.
Type Of Traveller | Couple Leisure |
Seat Type | Business Class |
Route | Brisbane to Santiago |
Date Flown | November 2022 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | yes |
"It took me 44 hours to get home"
H Norton (United Kingdom)
✅ Trip Verified | I purchased direct return flights London-Sao Paulo and also 2 internal flights, all with LATAM airlines. I tried to change the internal flights but they wouldn't let me so I had to buy 2 new flights, which I advised them of on the phone and they did not mention that if I miss and legs of the journey that they would cancel my flight home. As a result of missing the original internal flights, my return flight was cancelled automatically and I received absolutely no communication about it. I called LATAM when I wasn't able to check in online as my reservation number no longer worked and they told me there was nothing they could do and that I had to take the hit and buy a new flight home. After 4 hours of anxiety and crying my eyes out, my journey home was rebooked and I had to change flights 3 times with long waits between. To add insult to injury my original direct was boarding at the gate next to mine and I asked if they could let me on. The lady told me she had one seat available but couldn't let me on as the system didn't permit the change. It took me 44 hours to get home. All in all a terrible experience - thankfully I speak Portuguese, otherwise I would have been completely stuck.
Type Of Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | London to São Paulo |
Date Flown | October 2022 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |
" Their customer service is awful"
Michael D Gilsinger (United States)
Not Verified | We are 30 minutes late for departure, but the gate staff refuses to admit we are delayed and will not provide any information. When I asked directly (3 times) the agents 2) both lied and said we were not delayed. I realized this is trivial, but honesty is such a simple thing to ask for, yet LATAM can’t even seem to get that right. They should be ashamed of themselves. My recommendation to travelers is to avoid LATAM if at all possible. Their customer service is awful.
Aircraft | A320-200 |
Type Of Traveller | Business |
Seat Type | Business Class |
Route | Santiago to Lima |
Date Flown | November 2022 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"Nice flight in premium economy"
12 reviews S Henscher (Germany)
✅ Trip Verified | Nice flight in premium economy in a new airplane. Flight was almost on time. Premium economy is only a free middle seat more legroom and a snack like chips and drinks. But price was very good.
Aircraft | A320 |
Type Of Traveller | Couple Leisure |
Seat Type | Premium Economy |
Route | Bogota to Santa Marta |
Date Flown | November 2022 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | yes |
LATAM Airlines customer review
John Orlitta (United States)
✅ Trip Verified | My wife and I were seated in the third row, with a dividing panel behind us. The cabin crew began to wheel out the service cart from the front of the aisle, took care of the first two rows, and then rolled the cart back to where it was taken from. An unseen person then reached over my shoulder from behind and handed my wife and I each one small bag of nuts. I was waiting for the cart to come back out because I was in the mood for coffee, but it never happened. Everyone past the first two rows weren't even offered water. I looked across the third row and saw someone drinking coffee. I asked why only that person in the third row was served, and I was told that they don't serve coffee to third row passengers because they are in a different flying class. But the first three rows are separated from the rest with a dividing wall. It was only after I had requested for a coffee that I was given one. I thought that this was very inhospitable on their part.
Type Of Traveller | Couple Leisure |
Seat Type | Economy Class |
Route | Barranquilla to Bogota |
Date Flown | October 2022 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"Please think twice before using them"
D Foster (United States)
✅ Trip Verified | We cancel our trip (New York- Arica) due to COVID, and they gave us electronic credit. Now we want to use the credit, and they say their policy is that we lose the money ~2000 US$ because we call a few weeks late. We have called them many times since September 2022, but they say they will call us, or call your agency. However, they never did. LATAM airlines is a really bad airline, who takes the money of their own clients. Please think twice before using them.
Type Of Traveller | Couple Leisure |
Seat Type | Economy Class |
Route | New York to Arica via Santiago |
Date Flown | December 2021 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |