LATAM Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 299 reviews
4/10
3 star Skytrax Rating
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1/10

"my problem was not solved"

(Canada)

Trip Verified | Brasília to Aracaju. They wanted to charge me more than the round trip price to change the date of one of the flights. I tried calling on the phone, nobody picked up and I was charged on their own customer support service line. Hence, my problem was not solved, got charged extra by the flight and on the phone call.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBrasília to Aracaju
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"trip was failed from the start"

(Canada)

Trip Verified | New York to Guayaquil. This trip was failed from the start. I purchased tickets that included premium business class but when I received the boarding pass the tickets were in economy. This has now gone to a compensation claim. Furthermore, my flight from NYE to GYE was cancelled due to mechanical issues after waiting on the plane for 4.5hrs - I understand things happen and planes break. It would have be nice if the staff figured out what hotel we would be at sooner and actually given us the right information on how to get to said hotel instead of just saying “there is a bus”. Further, after landing at my destination my bags were lost. The entire baggage claim process has been painstakingly slow and a horrible experience. This is first time I’ve had many problems and it’s been the absolute worst customer service I have ever experienced.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York to Guayaquil
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"I cannot bring carry on baggage"

(Australia)

Trip Verified | Cartagena to Bogota. The staff have no clue what they are doing. I purchased a LATAM+ seat and they still told me I cannot bring carry on baggage. Do these people receive training or they just don't read their own airline policy. Go with Avianca or any other airline when travelling withing South America.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCartagena to Bogota
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
7/10

"staff was very friendly"

(Germany)

Trip Verified | Cartagena to Bogota. We arrived at the check-in desk about 1.5 hours before departure and told us that the check-in is already closed!? Anyway, we were brought in front of the line and we could drop our luggage. Overall the staff was very friendly. During the short flight no free drink was offered, not even water.
AircraftA320-200
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCartagena to Bogota
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"do not recommend this airline"

(United States)

Not Verified | Lima to Los Angeles. We have had so many issues with this airline. We have been flying this airline for about 10 years and the past two years there has been great administrative changes and we have had horrible experiences trying to buy tickets to fly to Peru and Australia. Last year my husband made a group reservation to fly with a group of people to Peru and while we were on vacation in Thailand in March we found out that Latam had not issued the tickets that had been purchased and charged to our credit card for the trip to Peru in June. He had to jump through hoops to get them to issue the tickets because we needed to get confirmation for the flights for everyone on the group trip. Last December 2019 we purchased tickets to fly to Peru on new years vacation and we were not able to pay for the tickets online with our credit card. We had to call a family member in Peru so that they could purchase our tickets in Peru because their system would not take our payment. About a week later we tried to purchase tickets to fly to Australia together. My husband was not able to buy our tickets on the same order he had to buy his ticket separate from mine. Why? Because their system would not accept payment for both tickets online. This is outrageous!!! So, he had to buy both his ticket and my ticket separately. Before we flew to Peru this past December, we checked to make sure everything was ok with the reservations to Australia and long and be hold, they issued my ticked but they did not issue his ticket even though they charged the credit card. So, this is where all the trouble started again with Latam. My husband started calling them asking them why they had not issued his ticket to Australia, they said they would in time, to keep checking back and gave us a case number #21164675. While we were in Peru we went to a Latam center and they said that our case was not important, that they needed to focus on other cases that had flights sooner then ours to Australia. We kept calling and checking with them and we got to nothing. Then they said there was an issue with my husbands member number and told us to call another number to get a telephone code so we could get another case number. Then they said we needed to call their Brazil office to deal with the issue. We kept getting the run around and no answers!!! We were in Peru for a month and all this time nothing was resolved with Latam. They eventually cancelled my husbands ticket to Australia and refunded the money without advising us. But now we are left with my ticket. So we are trying to cancel my ticket to Australia but we get nowhere with this company. Same excuses! they send us from here to there with no solution and I'm so sick and tired of this lack of professionalism and waste of our valuable time. They gave us a case number for this ticket and now a week away from when our flight was, we still have no resolution to this chaos. I do not recommend this airline at all anymore!!! take your money elsewhere. Don't waste your valuable time. While we were trying to resolve this issue in the Lima office there was another lady there with the same issue. for no reason Latam cancelled her husbands ticket to Peru. I have looked on their facebook page and so many people are complaining about this airline not refunding their money. They need to get their act straight. T
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLima to Los Angeles
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"lies about their reward program"

(Australia)

Trip Verified | Sydney to Sao Paulo via Santiago. Latam lies about their reward program with oneworld alliance. They refuse to use the points as they agreement with Oneworld finishes in May 2020. Not mentioning the poor customer service, the luggage missing every flight I've done with them and the lack of communication and internal procedures. they are a mess.
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteSydney to Sao Paulo via Santiago
Date FlownNovember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Pathetic and quite deceptive"

(United States)

Trip Verified | Buenos Aires to Ushuaia. Paid extra for cabin baggage, priority seating, and seats before hand. The seat I choose was 1A. I did not get priority seating. They did not have room for my bag up front as it was occupied by equipment( were they not aware when they charged me)!! So I had to put my bag at the back and had to wait for everyone to get off to retrieve my bag. I choose the seat 1A for early disembarkment. Can you imagine how frustrating this experience was. The air hostesses were one of the rudest. Pathetic and quite deceptive in how they charge customers for services.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBuenos Aires to Ushuaia
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
10/10

"service beyond expectation"

(United States)

Trip Verified | LATAM impressed me greatly. I took a roundtrip flight from Buenos Aires (AEP) to Ushuaia, both outbound and inbound flights were on schedule. The flight was full of tourists. No business class on these flights. Flight attendants provided two beverage services and a snack. Announcements were in Spanish and English. Boarding was smooth. Attendants were pleasant. Our window seats provided dramatic views over Ushuaia. The airline is a member of One World alliance and my status was fully respected. On our return, our tour company misplaced one of our bags and we had to leave Ushuaia without it. We informed the LATAM ground agent in Ushuaia that our bag may have been mistakenly taken by another member of our tour group. The agents swung into action. They got in touch with the tour company. I gave them my address of the hotel in Buenos Aires. When we checked in at the hotel, the desk clerk informed us that the missing bag had been found and would arrive by a later flight at night and LATAM would deliver it to our hotel. It did -- in good shape. It was service beyond expectation. We thought we would never receive it. LATAM's crew in Ushuaia and Buenos Aires ensured our holiday ended on a positive note. Hats off to LATAM - you are my airline of choice to South America!
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteUshuaia to Buenos Aires
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"absolute chaos"

(Australia)

Trip Verified | Santiago to Sydney. Horrible airline. Flight got cancelled. No explanation given. Hardly any communication from the airline. It took the 6 hours of hell to get to a hotel. A complete debacle. 14 hours later we finally got on a flight. Every step in the process was absolute chaos. These guys are a complete joke and have no idea how to run an airline. Food on the plane is Rick bottom and portions are tiny.
AircraftBoeing 787
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSantiago to Sydney
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"ruining my vacation experience"

(United States)

Not Verified | This was my first time flying with LATAM and most definitely my last. Our flight from Florianopolis to São Paulo went by with no hitches but when we landed everything started to turn for the worse. My brother and I had arrived at our gate an hour early and made sure to say hello to the worker at the gate desk. Once it got time to our boarding, I noticed no one was at the hate still which I thought strange. I walked up to the worker which is when she informed me that my connecting flight to New York was cancelled and I had to walk across the airport to the LATAM service desk to figure out how to get back home. She said that there was an announcement( in Portuguese) over the intercom. Which astonished me that they didn’t announce it in Spanish or in English considering we are flying back to the states. Once I got to the service desk (no one spoke English) I spoke to someone in Spanish to figure out how to get back home. They said they would but us up in a hotel for the 9 hour delay but when I asked how to get there he said by taxi and they would not be paying for the taxi there and back. It was then my brother and I made the decision to just stay in the airport. The gentleman then said he would give us each a food voucher which we thought was great. Little did we know, the food voucher was only worth $6.50 usd. How could we eat a meal for that much? All I was able to get was a small pox of Pringle’s and a yogurt drink. The time was already 12am and to top it off there were only two restaurants available to us in our terminal that the voucher covered and one of them was already closed. After that fiasco, we finally boarded our new flight to Lima at 3:50am. We got to Lima with no problem at 8am. Bought some breakfast there as we were starving at this point and waited for our flight to LAX which was at 12:15 pm. Once we arrived to LAX and got out of customs, we went to the baggage claim to pick up our stuff and go home. We waited there about 10 minutes till I realized there was a lady with a clipboard with my brothers name on it. It was then that she informed us our luggage had been lost in São Paulo. This was my last straw. I have been visiting my parents from college for winter break, so the only clothes I had was in that bag! She wrote a claim and told us our baggage would be delivered the next night. If we had any problems there was a number and email written that we could contact. So when last night rolled by with no call about our luggage I decided to contact them. The number lead me to where I could only leave a message (not contact an actual human) and there was no response to our email. I called the number on LATAM online page and finally get directed to someone. They inform me that there is a hold on my luggage because I didn’t complete a form! What form did I need to complete beside the claim the woman at lax helped us with! I wrote this still waiting for my bags and still I’m the same clothes from 4 days ago. Feeling disgusting. Please I advise not to fly with this company. I will definitely be spending the extra cash to fly with someone else next time. LATAM thank you for ruining my vacation experience.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteFlorianopolis to Los Angeles via São Paulo
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no