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 391 reviews
3/10
3 star Skytrax Rating
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1/10

"severe lack of customer service"

(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 TravellerSolo Leisure
Seat TypeEconomy Class
RouteQuito to Guayaquil
Date FlownNovember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
10/10

"had the most wonderful experience"

(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 TravellerCouple Leisure
Seat TypeBusiness Class
RouteBrisbane to Santiago
Date FlownNovember 2022
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

"It took me 44 hours to get home"

(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 TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to São Paulo
Date FlownOctober 2022
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

" Their customer service is awful"

(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.
AircraftA320-200
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteSantiago to Lima
Date FlownNovember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
8/10

"Nice flight in premium economy"

(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.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteBogota to Santa Marta
Date FlownNovember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
7/10

LATAM Airlines customer review

(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 TravellerCouple Leisure
Seat TypeEconomy Class
RouteBarranquilla to Bogota
Date FlownOctober 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Please think twice before using them"

(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 TravellerCouple Leisure
Seat TypeEconomy Class
RouteNew York to Arica via Santiago
Date FlownDecember 2021
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

"LATAM airlines is not your typical airline"

(United States)

Trip Verified | Beware! LATAM airlines is not your typical airline with friendly customer services. If you want a name change, well they say sorry and then cancel your flight and only return the refund amount for the ticket you purchased. One small letter mistake ended up costing my around $300 USD. When I called and asked to stop the cancelation and only wanted a name change they said there was nothing they could do. So just know that if you don't pay the extra upfront for your money back. Had to call 3 different times to get someone who would even tell me what was going on.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDenver to Lima via Cancun
Date FlownOctober 2022
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

"asked if we had only one bag checked in"

(United States)

Not Verified | I have never had to confirm if I had a carry on bag during a layover. Your final destination is attached to the bag and that is how the airlines know to take it from point A to point B, unless it's Latam. Had two layovers and during the first layover, while boarding the next flight, an attendant asked if we had only one bag checked in. Thought it was weird but didn't put anymore thought into it. During the next layover in Santiago, no one confirmed if we had a checked bag but no one ever confirms. Landed in Sao Paulo and guess what, no bag. The airport said they found it and it was still in Santiago. The next day we got a call from Latam saying they lost it, seriously? Now we've been told to give them 30 days to find it, yeah right. Anyone want to take a bet that after 30 days they'll say sorry your loss? I've never seen an airline so unprofessional but I guess that's what you get if you use a cheap airline.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLos Angeles to Sao Paulo
Date FlownOctober 2022
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

"changed my opinion of LATAM"

(Panama)

Trip Verified | I have flown LATAM throughout South America and have always had good experiences. I recently had news to contact customer service about a lost item. The case and associated number were set up quickly. I was informed the item had not yet been recovered and was instructed to check back after 12 hours of my flight landing. I never received a response - yes or no - about my lost item despite numerous inquiries to the agent who replied to my original message. I don’t expect to have this item returned, but the inability to show the common courtesy of answering me one way or the other has changed my opinion of LATAM.
AircraftBoeing 737-800
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteQuito to Guayaquil
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no