| Melbourne to Bogota via Santiago. We had purchased our tickets six months prior to flying. The flights were selected for best time of departing, and shortest length travelling time. Departing Melbourne at 8 pm. At some point during the interim, LATAM rescheduled this flight, and the return flight, allocating us completely different Itineraries. However, they did not, at any time, contact us to inform us of the rescheduled flights, or changed return itinerary. The only way we found out was an email sent the night before, informing us that the flight was delayed a few hours. Instead of leaving at scheduled time of 12.45pm, it would be leaving a couple of hours later. This was the first time we had received any idea that the departure time had been rescheduled from 8pm to 12.45pm. I rang LATAM immediately after checking our booking, having found it different to the flights I had booked. The outward bound journey had us in Santiago for ten hours; the return flight, in particular, was a dog’s breakfast that had us making three stops on the way home, over several days, and then stranded in Sydney. LATAM were able to change the itinerary for the homeward flight, after a lot of explaining and complaining on our part, but have refused to apologise or acknowledge any wrongdoing at all. We will never book flights with LATAM again. Their customer service is hopeless. They have no accountability or responsibility or care. All it needed was one email to ticket holders when they decided to change the flight several months after we booked. The distress we experienced over this was enormous; if the flight had not been delayed, we would have been none the wiser, and we would have turned up for our 8 pm flight, only to find it had already gone. We had visits organised on our way to the airport, to visit family and grandchildren before going away for five weeks. We had to cancel these, which caused stress and upset to everyone.