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 485 reviews
3/10
3 star Skytrax Rating
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4/10

"it was a disappointment"

(Brazil)

Trip Verified | Flew Business with Latam and it was a disappointment. The food is far from being adequate for business class. Wine and beverages of basic quality and food not enough for such a long flight. My seat did not fully stretch, so I could not have adequate rest. The departure was not organized and both flights were late! The pilot did not give any information about the flight and destination. I don´t recommend flying business with Latam.
AircraftBoeing 787
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteSão Paulo to Melbourne via Santiago
Date FlownApril 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Worst customer service"

(Canada)

Trip Verified |   Worst customer service of any airline we have flown. 3 of us were booked in business class on a flight from Easter Island (Rapa Nui) to Santiago. The flight ended up delayed by 15 1/2hrs due to a cargo door and engine issue. After an initial delay of 3 1/2 hrs, an announcement was made that the flight was cancelled and all passengers were to go to the check-in to get rebooked. It was utter chaos as we were told every flight for the next 3 days was fully booked and that we were on our own to find accommodation and transportation for an unknown duration on this small isolated island. LATAM refused to be responsible for accommodation because there were "too many passengers for staff to arrange accommodation with the limited accommodations on the island." but the passengers were expected to find accommodation on their own?? An announcement was made stating that we would receive compensation for hotel/food for each passenger and the monies would go directly to our LATAM wallet within 24hrs. With virtually no internet, limited cell service, and zero assistance from staff, we were finally able to secure the last 2 rooms in the hotel we had previously stayed in. We were informed by WhatsApp 7 1/2hrs after our original expected departure that a new flight was scheduled for 05:00 the following morning. When we arrived at 02:30 to check in, the airport was empty of staff but dozens of overtired, stressed passengers were already waiting in line. No one in line had received any compensation from LATAM and several were quite upset. We were assured again by staff that the funds would show up in our LATAM wallet and then we could transfer the funds to our bank accounts to cover costs incurred. No funds were ever issued by LATAM. They left hundreds of passengers stranded with no accommodations, no food and no transportation for what turned out to be over 15hr delay for most passengers, with many other passengers delayed for days as this plane was smaller. When we finally boarded and departed, no food was served and towards the end of the flight, business class passengers were going up one by one asking for food only to be given a single yogurt and a juice. When one passenger asked for coffee, they were told they were "out of coffee" - how was that possible when no drinks or food had even been served during the flight?? When I reached out to LATAM through several different avenues, I was ignored and finally told that we received a voucher at the airport and so our claim for compensation was denied. We never received anything from LATAM nor the LATAM staff at the Rapa Nui airport. LATAM customer service in Santiago Airport was atrocious. After our Easter Island flight delay, we had missed our rebooked connector and when we tried to get the connector changed, we were accused of being at fault for missing our flight and told we would have to pay for a new flight until I pointed out that the 12 people standing behind us were on the same delayed flight. overall in 6 flight segments we flew with LATAM on this trip, only one was on time and boarding was always chaotic. Five of our six flight segments were premium or business and we rarely felt this was much of an upgrade. Save your $$ and book with JetSmart.
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteEaster Island to Santiago
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"dysfunctional call centre"

(Australia)

Trip Verified | LATAM call centre is dysfunctional. The airport ground service is average. The website and app are not easy to use and show you an error message at the end of booking process. Once in the air, they are fine with OK food and polite crew. As a LATAM black member now with call centre priority but it has always been extremely difficult to deal with the call centre. They are not able to assist anything on the phone but to “create a case” for you to get someone else to deal with the request in a dark box. They can select a seat for you but when you check in, the seat won’t be correct. They are not able to make an award booking using my LATAM point. They will only respond to my request following up “case” status after copying the email to their CEO Office. Now it took them 3 months to tell me my request to make an award booking from SDU to CGH in a simple economy class cannot be completed in a required time frame. What’s the use of LATAM pass program? Completely dysfunctional call centre.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteRio de Janeiro to Santiago
Date FlownDecember 2023
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

"made my 15-year-old nephew stay at Lima"

(United States)

Not Verified | They made my 15-year-old nephew stay at Lima airport by himself. My nephew spent four months in the United States staying with us. He had a form from his parents allowing him to travel however it had expired before he came home. He flew all the way to Lima, and that's when they wouldn't let him board the plane to go to Arequipa with his sister who is an adult. She was able to board, but they wouldn't let him. They said his parents in Arequipa have to get a new form notarized and hand delivered it to Latam in Lima. Wouldn't accept a fax, and they wouldn't let the parents take it to a Latam counter in Arequipa. Essentially they are forcing him to stay at the Lima airport by himself until his parents are either able to fly to Lima to pick him up, or drive to Lima to pick him up. He is 15 years old. Ridiculous!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMiami to Ariquipa
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"lot of open seats available"

(United States)

Not Verified | I was on a business trip in São Paulo for some work, the flight to São Paulo didn’t let us check-in because they sent us the wrong info, in the Boston logan international airport, there is 5 terminals. A - Delta B - American C - jetBlue E - International Flights. We booked with Delta and they were the ones who sent us the wrong info, they said to go to terminal A, but we meant to go to E and we missed our flight. We flew first class and because of LATAM, we had to pay extra unlike other airlines like Delta, United, and others. but we still got to são paulo. on the flight back, we apparently got overbooked, which we had to wait a whole day for. When we got the seating, it was all scrambled and a minor can’t stay apart from adults. They said, “there’s no more seating on the plane”. which was a lie, there were a lot of open seats available.
AircraftBoeing 787-9
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBoston to São Paulo
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Completely disjointed and disorganized"

(United States)

Trip Verified | Completely disjointed and disorganized ticketing/reservation system. We called their customer service so many times before our flight to make sure things were set after literally several reschedulings of our flights in the months leading up to our trip and we ultimately chose new flights for our itinerary. This caused so many issues with reticketing in their system that we did not find out about until our return trip. We couldn’t check-in, we couldn’t purchase bags online, and they completely messed up the final connection from LAX to SFO. For whatever reason, none of the flight agents at the check-in counters or customer service could find our LAX-SFO leg in the system even though we have the electronic tickets issued with numbers as well as receipts for the whole itinerary. As a result, they could only check our bags through to LAX and not SFO. We ended up spending over an hour during each layover and connection with check-in assistance or the customer service counter, even though our connections were short. Created a lot of stress around whether our bags would make it at all and if we would even make the next flight because the check-in agents were having trouble. On the final leg with Delta (codeshared with LATAM) I was stopped during boarding because my ticket was reissued sometime during the layover and became invalid. When the gate agent tried to pull my name up, she couldn’t find my ticket anymore. It was absolutely bizarre because my husband’s ticket was scanned with no issue. Took over 20 minutes of waiting and hand wringing and calls by the gate agent to fix the ticketing issue so I could get on the plane. LATAM’s system for handling ticketing is god-awful and the whole triaging process by their customer service is so slow and unhelpful. The Santiago International customer service desk spent most of their time trying to fix their backpack and clicked around looking confused for a solid 45 minutes before saying anything to us about what was happening. She asked us why WE canceled our LAX-SFO flight, which threw us into a panic because we obviously had done nothing of the sort and were desperately trying to get our tickets for the flight printed. We did our best to use Google Translate and speak in our (broken) Spanish but it would’ve been helpful if the agents could communicate at least a BIT in English. After another 20 minutes of silence from the agent clicking around, she finally told us to go to the check-in assistance counter before they closed because our flight was boarding in 30 minutes. Absolutely absurd — no help at all and she should’ve directed us there from the start. Additionally, it seems to be a known issue among the agents and based on customer reviews that the online system for pre purchasing checked bags does NOT work. But they seem to just accept it so you’re forced to pay the premium at the airport rather than honoring the online price. Food was absolutely awful on all the flights and they didn’t even offer snacks during the long-haul, international flights. Delta staff for our Delta connections were fantastic, on the other hand. Super helpful with getting our prepaid checked bag and ticketing issues sorted.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePunta Arenas to San Francisco
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Fly with anyone else"

(United Kingdom)

Trip Verified | Fly with anyone else if you can! Paid extra for premium Economy. The seats were dirty from the previous journey and the in flight service never happened due to the fasten seat belt sign staying on for the entire journey despite no turbulence. It seems this was done so the the crew could stand around socialising at the front of the plane eating and drinking from the trolley intended for us. They had a great time with no work to do on a nice smooth flight. Complaint raised with the airline who dismissed the issues raised really rather rudely. Seems it's a good business idea to charge for a service that you don't actually have to provide, ice profits in a business model like this.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteBogota to San Andres
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
9/10

"impressed throughout by this airline"

(United Kingdom)

Trip Verified | This was just one of several flights I took with LATAM, travelling between Peru, Chile and Argentina. Every flight left on time and arrived early. Check-in was always efficient and swift. And cabin crew were friendly and introduced themselves by name (think that’s a Premium thing). The LATAM lounge in Santiago is very good, with plenty of seating, nice food and beverages. I was impressed throughout by this airline.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteSantiago de Chile to Mendoza
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
8/10

"most things were wonderful"

(United States)

Trip Verified | Several small issues. First was a last minute equipment change which if I had known about I would’ve chosen a different seat. Second, the lie flat bed itself is not comfortable for side sleeping as the feet go under the seat in front. That said, most things were wonderful, especially the warm attentive crew. The flight was punctual and I felt well cared for. The IFE is ok and the food is ok, not great but fine. Really see no reason not to choose them again.
Aircraft787-9
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteMiami to Santiago
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
5/10

“aircrew are always amazing”

(Australia)

Not Verified | In flight experience was and is always fabulous, crew are friendly, generous and always with a smile, Cannot fault the crews. It is pretty much the only reason I continue to fly this airline. BUT THAT IS WHERE IT STOPS. The ground staff are swissport they are generally ok checkin too is ok. The website is a total failure, has to be the worst of all airlines it confusing, its paucity is a blight on the idiots who designed it. The Latam pass too is nothing but a rip off, sure they need to get back on their feet but the price gouging is truly shocking. Short trips are ok, inside south America is ripoff. Next they will charge for using the toilet. I despise this airline as a company, but the aircrew are always amazing.
AircraftBoeing 787-9
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Auckland
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no