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 173 reviews
4/10
3 star Skytrax Rating
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1/10

"they are a despicable business"

(United States)

Verified Review | Arequipa to Cusco. I purchased two tickets from LATAM Airlines website for $138. Then when I arrived at the airport their agent said there is a penalty fee of $354 ($177 each). I asked why and they said since I'm not Peruvian I have to pay the penalty. First off, why even let me purchase tickets online, charge my card, and send me my confirmation and itinerary if you are going to charge me double at the airport? Then I asked for a refund on my tickets which was denied. So you're going to up charge me with sneaky hidden fees and then deny a refund for my original ticket when I can't afford the up charge. This can't be legal. Now they had me trapped. I couldn't afford the $354 up charge and told the agent that. She said she could drop the penalty to $154. Still trapped with no option I said, "sure, what other choice do I have?". Either lose $136 and have no flight or pay the extra charge. After the aweful flight I opened a customer service claim online to attempt to get a refund for then extra money they charged and I got terrible customer service and was stonewalled as they closed the case without ever letting me respond. They fully took advantage of me and are a despicable business. Avoid LATAM.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteAQP to CUZ
Date FlownDecember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
9/10

"recommend flying LATAM"

(Australia)

Verified Review | Sydney to Santiago via Auckland, first time travelling business class long haul and LATAM made sure it was great. With the exception of the size of the lavatory and the ground crew in Auckland during transit, I could not nitpick anything. I was pleasantly surprised how great the seats were for length. The lavatory lacked space and was just as cramped as any economy toilet and one member of ground staff decided to get on the phone about one thing while I was boarding holding me up. The manager did come over and tell her to hurry up as it's delaying boarding, but it was frustrating having to wait for what sounded a pointless call. But besides those two things. Very good service and would recommend flying LATAM to anyone.
AircraftBoeing 787
Type Of TravellerSolo Leisure
Cabin FlownBusiness Class
RouteSYD to SCL via AKL
Date FlownNovember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"pleasant flight aboard LATAM "

(Chile)

Verified Review | Flew from Santiago to Florianopolis on LATAM's A320-200. Check-in was quite sluggish, as there were only two or three counters open with about five planes checking in at the same time. Ground staff was friendly though, so I wasn't particularly bothered with the check-in process. You could tell right of the bat that the plane was quite old, as each armrest was equipped with an ashtray. Despite this, the aircraft was fairly clean and well kept. The seats were also quite comfortable, with great legroom and a generous amount of recline. Despite the airplane not having personal entertainment screens, I downloaded the LATAM Entertainment app on my phone, which allowed me to watch movies, TV shows, and look at a flight map. On the flight, we were served a sandwich, a croissant, fruit, and a choice of drink for breakfast. I was surprised to see real cutlery for each meal tray, which is something I rarely see. The crew aboard this flight was friendly as well, and responded do the flight attendant bell quickly. Overall, this was a pleasant flight aboard LATAM Airlines.
AircraftA320
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteSCL to FLN
Date FlownDecember 2016
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

"disappointed with this experience"

(Italy)

Verified Review | ES: Mi enamorada compró un pasaje para mi desde Lima to Arequipa. Al momento de hacer la reserva el precio era el mismo para ambos. Antes de que fuera direccionada a la página ella tuvo que poner los números de los documentos de identidad de ambos. Con otras aerolíneas al saber que el pasajero es un extranjero el precio final sube automáticamente (si esa es la política de la empresa para con extranjeros). El aviso de sobrecarga para extranjeros no es suficientemente visible y debería ser cargada automáticamente en la parte del pago. Una pareja a nuestro lado también tuvo el mismo problema y no se siente bien tener que pagar US$ 177 extra en el aeropuerto cuando estás convencido de que lo que pagaste ya comprendía todo el servicio. Parece que es un problema bastante común y debe ser solucionado porque estoy totalmente decepcionado con esta experiencia con LATAM. Desde un principio la página no debería debería permitir que extranjeros compren un pasaje a un precio que no les corresponde. EN: My lover bought a ticket for me from Lima to Arequipa. At the time of booking the price was the same for both. Before she was directed to the page she had to put the numbers of the identity documents of both. With other airlines knowing that the passenger is a foreigner the final price goes up automatically (if that is the company's policy towards foreigners). The overhead warning for foreigners is not visible enough and should be automatically charged on the part of the payment. A couple next to us also had the same problem and it does not feel right to have to pay $177 extra at the airport when you are convinced that what you paid already covers the whole service. It seems to be a fairly common problem and must be solved because I am totally disappointed with this experience with LATAM. From the beginning the page should not allow foreigners to buy a ticket at a price that does not correspond to them.
AircraftA320
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteLIM to AQP
Date FlownDecember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"worst flying experience I've had"

(United States)

Verified Review | Punta Arenas to Santiago. Worst flying experience I've had, and it was on my honeymoon, sadly enough. Our flight was to leave at 4 am. We boarded the plane and waited in our seats for over an hour - no communication as to why there was a delay on take off. After an hour and a half of waiting we were told the flight had been cancelled because the plane was having engine troubles. They told us they didn't know when it would be rescheduled for, so we just had to wait. Then, 4 hours later, we found out the flight was rescheduled (to 12 hours after it was supposed to take off.) I talked to multiple people who said LATAM wouldn't let them switch to one of the earlier flights going to the same destination, even though there were seats available, so they missed their connections. When checking in for the rescheduled flight- there was 1 employee working doing check-in and bag drop, while 50 people waited in line. (and “conveniently" the electronic check-in wasn't working that day either.) At one point, nobody was at the front desk for over 20 minutes, while the line continued to get longer. We were given "vouchers" since the flight was cancelled, which equalled 7,000 pesos or about $10 USD only to be used on a sandwich or NA beverage, and of course they were out of sandwiches and could only be used at the cafes outside of the gate area, so everyone had to go through security again just to get their "free" coffee. Wouldn't have been a big deal if it wasn't the cherry on top of a very long day. It was the slowest, most unorganized airport I have ever seen. I was told to expect an email with information about a $50 reimbursement. It's been almost a week and haven't received that email yet. Furthermore, $50 is not even close to enough considering we lost an entire day of our honeymoon because of this flight. Fortunately these things happen rarely. But when they do, it is the airport's responsibility to their customers to make it right and reimburse for the wasted time and inconvenience it has caused.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RoutePUQ to SCL
Date FlownDecember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"service nowadays is poor"

(Brazil)

Verified Review | Frankfurt to São Paulo. LATAM Airlines used to be a reference when it was Tam Airlines, unfortunetely the service nowadays is poor. The boarding process at Frankfurt Airport was confusion, they tried to create lines per rows at the gate, but they failed. The flight took off on time, then they started the service, there was two options of dishes for dining (pasta and meat) and only one option for breakfast (Sandwich). Drinks options were very limited. There wasn't amenities kit, nether welcome drinks when we came on board. During the flight after service they didn't offer more drinks, nothing more. Such a long flight with LATAM Airlines was an unpleasant experience.
AircraftBoeing 777
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteFRA to GRU
Date FlownDecember 2016
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

"never recommend this airline"

(United Kingdom)

Verified Review | Recife to London via Sao Paulo. I have travelled to Brazil many times before but this is the first time I chose LATAM. I thought the connection would be easier by using the LATAM. However this was a mistake. First of all, I have only 1:45 minutes connection time, and the plane was late about 30 minutes. I was told by the crew not to worry. Arriving in São Paulo, it took us almost half hour to leave the plan and get the bus. I understand problems may happen. However the lack of information or assistance from the crew, not even to confirm the gate number or whether I had to change terminal, was unacceptable. I was told by the arrogant senior steward that the ground staff would help. Arriving at the terminal there was nobody from the airline to help with international connection, as suggested; the available staff did not speak English and was only guiding domestic connecting passengers. To make it worse the airport was poorly signed. The only people who really helped me were the duty free ladies. I had to run to terminal 3 and just made the flight. I tried to complained at the gate to the supervisor but she did not speak any English and did not bother apologising. On board, feeling tired and distressed I asked for a cup of water and was served by a very arrogant and unhelpful stewardess. Luckily, I had some very strong sleeping pills, which I took and only woke up in London when the whole LATAM nightmare was finally over. I would never recommend this airline to anyone.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteREC to LHR via GRU
Date FlownDecember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"Absolutely appalling "

(Australia)

On a 3hour 30 minute LATAM flight from Ushuaia to Buenos Aires, departing at 1pm (1 hour late) you'd expect something reasonable to eat for lunch. Wrong. We were handed a small cardboard box containing a very small packet of savory biscuits, a sweet biscuit and a chocolate biscuit. Plus a choice of coffe, tea, juice or water. Absolutely appalling and no nutrition.
AircraftA320
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteUSH to AEP
Date FlownDecember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
5/10

"staff not well trained"

(Brazil)

Verified Review | Sao Paulo to Belem. LATAM at Sao Paulo Guarulhos is now offering self-tag machines. I shall not say "offering". They compel everyone to use them, and staff has not been well trained. You are strongly instructed to do. No smile, no explanations. Therefore you should expect shorter lines for dropping. Lines are huge, because they already closed many check-in stations. It took me more than 45mn to drop a single luggage. They also decided that Rimowa and Louis Vuitton bags should be dropped in a special place as they are "very expensive items in case of damage". The whole process was crazy. A321 is a high density aircraft now, with small pitch. I paid R$30,00 for emergency exit, with a lot of space. I should not be allowed to do so, as I am older than 60 and they refuse 60 years old people on emergency exits. As far as I paid, they did not check my age. Food was a courtesy very tiny sandwich, with no other option for a >3hours flight.
AircraftA321
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteGRU to BEL
Date FlownDecember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"very inattentive attendants"

(Brazil)

Verified Review | Sao Paulo to Lima with LATAM. In this relatively short trip of 5 hours the only good thing about business class is the lie flat seat, although it is in a 2-2-2 configuration and very old. Apart from that, everything else was really poor as seems to be the case with LATAM business class lately. They only served a ridiculous breakfast, with very inattentive attendants that simply disappeared after 1h 30min of the flight. Horrible food, poor service, small IFE. Truly below par. Only choose it if you favor the seat, otherwise you will be better off saving your money.
AircraftBoeing 767-300
Type Of TravellerBusiness
Cabin FlownBusiness Class
RouteGRU to LIM
Date FlownNovember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no