LATAM Airlines

Not Verified | Our flight from Sydney to Santiago with LATAM was cancelled due to the Auckland floods. No contingency flight was arranged. There was no communication from LATAM regarding what to do next. Call center staff had no idea what was going on with the floods and what LATAM's response would be (whether or not there would be a contingency and how to proceed). LATAM call staff became argumentative when we asked to speak to someone who knew what was happening in response to the flood cancellations and hung up on us several times. LATAM also refused to provide a full refund, claiming that another airline prevented them from doing so, even though the entire booking was through LATAM. They have essentially stolen from me. Definitely my worst travel customer service experience ever. I will be avoiding this airline in future.

Not Verified | Avoid this airline like the plague. They cancelled our flight, said they'd organise another then just ducked us for 6 months. We've lodged 4 claims, messaged on social media, sent someone into the local office in Chile and no response. I literally have no words for how backwards this company treats its customers.

Not Verified | The first flight I was served a long life kosher meal that tasted not good so I left it thinking I would eat on my next flight. I boarded my flight at Sao Paulo and dinner was served some time into the flight. It was crammed, I was in row 47, it was claustrophobic everyone was so close to each other. For a very long flight it was not an easy flight in those conditions. The food came as I am lactose intolerant I ordered a kosher meal as milk and meat are not mixed but they forgot to load a meal. The stewardess was apologetic but could not even find me an apple. Any food I had was removed in Chile. I thought I would wait till breakfast of course they could not confirm anything they had did not have lactose, so I ate nothing as again they said they did not even have a bit of fruit to offer me. I did not eat till I got home. 32 hours since breakfast the day I left Santiago. Can’t really recommend such an airline. Steer away if you can find other options.

✅ Trip Verified | After I got badly hurt during an attempted robbery in Quito, Ecuador, I could no longer proceed to travel to Peru and Bolivia. So I provided LATAM Airlines with the information and evidence they needed and asked for a refund of both tickets. It was incredibly frustrating to communicate with their customer service. It was like 6 different people were handling my case, without communicating with each other. Several times I got send the same emails by different people, asking for information I already gave them. Either they did not understand or did not want to understand me. To be honest, at a certain point, I got the feeling that all this confusion was on purpose, just to discourage me from getting my refunds back (also based on reading reviews from other passengers). You're supposed to be a professional airline. You can't be this incompetent, can you? Eventually, I got a full refund for one ticket, which is good, but I still lost € 545.97. At this point, I'm just too tired to pursue it anymore, so all I can do is warn my fellow traveler. If the flight goes well, be happy. But if problems arise, you have been warned.

✅ Trip Verified | LATAM is unable to provide adequate support when it comes to flight changes or issues which leaves customers to fend for themselves or fork over a ton of cash to fix LATAM's problem. I do not recommend flying with LATAM if you will have multiple connections or if you're booking out far enough in advance that flight times, etc. might change because it will be nearly impossible to get your itinerary corrected. I purchased my flights directly through LATAM from SAN to LAX to SCL. When it came time to check in for my flight (18 hours before take off) I was unable to check in for my flight; it was impossible via the app and online. I called the LATAM support line and they were able to confirm that the error was an internal booking error (i.e. 100% LATAM's fault) which resulted in me not actually having a seat on the first flight. None of the four reps that I talked to (over four hours) could change the ticket or help me out. They told me that my options were to: 1) Cancel my ticket and be refunded, 2) I could pay to 'change' my flights, or 3) they could open a case and someone would call me eventually. A case was opened, however no one called me within the next 12 hours (at which point my flight was 6 hours from takeoff). I called them again (two hours this time) and confirmed with them what my options were and they confirmed that one of them was cancelling the ticket for a refund, so I told them that I wanted to get a refund for my ticket. Suddenly, this was no longer an option and the person couldn't explain why and also couldn't do anything else. The advice that the rep gave me was to "be patient" which I find unacceptable. They said I could 'try going to the connecting airport and check in there to see what happens," although they separately indicated that if I 'missed' my first flight then the entire trip would be cancelled. About an hour before my first flight was scheduled to take off, I got an email that said "we tried to reach you" to address the case however I had no missed calls and it had no instructions to get in touch with them again. I never received a follow up. Even if they had called, it would have been too late to make it to the airport for my flight on time (even if I was standing in the airport lobby when I answered the call) which is unacceptable. I gave LATAM $1200 for a ticket and only gave me headaches and stress. Their customer service team is not able to fix even basic issues and the customer is expected to pay for the airline's errors. Customer service reps also feel free to hang up on you which happened to me at least three times. I ended up having to buy a whole new ticket for my trip which was almost 2x my original price since, as you can imagine, buying an international flight on the day of the trip isn't going to be cheaper than the original. LATAM's flight schedule changes (a whole other issue that I didn't discuss here, but which cost me and my six travel buddies each 6+ hours on the phone with LATAM) and their other errors cost me $1000+ USD beyond the cost of the initial ticket that I booked.

✅ Trip Verified | I canceled a ticket on LATAM on September 24th and asked for a refund of the money paid. Since then I have opened more than 10 cases asking for a refund and they close saying that in 15-30 days the money will be in the account. I have been asked several times for documents and bank details. It's been almost 90 days and nothing has been returned and they don't even respond to emails anymore. What to do?

✅ Trip Verified | I had an absolute horrible experience with them. They do not care about their customers. I had a reservation leaving Iquitos Peru through Delta, but the first leg of the flight was flown by LATAM. LATAM could not verify my flight and kept telling me that it was Delta's fault and I needed to talk to them. Delta put my family on five different flights over a 30 hr period and we missed ever single one due to an issue in the LATAM system. The agents in Iquitos Peru airport are rude, do not know what they are doing. They would ignore me when I would talk to them at the counter and would get up from counter and walk away when I would walk up to them. I am extremely disappointed in LATAM and in the agents working in Iquitos Peru. They treated me so poorly. I will never fly LATAM again, and would suggest the same for you.

✅ 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.

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.

✅ 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.