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

"Not good at all"

(United Kingdom)

Not Verified | London to Santiago via Madrid. We flew with LATAM from London to Chile and back and also took several flights within Chile. On the plus side the crew were all friendly and efficient. Like many airlines the food and drink service is minimal now so it feels like a low cost airline. The ticketing, website and associated online services are a shambles and the whole system needs a thorough upgrade. We weren't able to check in online for any of our 9 flights despite the system recognising the booking reference and our name. It just kept generating spurious and meaningless error messages and suggesting we try again later. Not good at all.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon to Santiago via Madrid
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Avoid at all costs!"

(United Kingdom)

Not Verified | Terrible experience with LATAM Airlines after booking return Business Premium seats between London and Rio De Janeiro. The airline changed our flight times, dates, flight sectors and completely voided whole sectors from our trip multiple times without notification or explanation. I would notice the changes purely by chance via Checkmytrip.com. Following each change I would dutifully endure LATAM's service call centre for several hours, incorporating dozens of call disconnections, excuses and down right lies ranging from the flight has been cancelled to the flight no longer has availability, all while still selling our seats for said "cancelled, or unavailable" flights on their app and website - this they explained by lying that their website was glitching (for 3 months?) The changes made by LATAM to our booking over the course of a few weeks amounted to the following. The flight we booked (London to Rio de Janeiro (via Sao Paulo) dep 24th Feb and return to London 11th March) becoming London to Rio de Janeiro (via Sao Paulo) dep 25th Feb, return 11th March. Then London to Madrid dep 24th Feb, Madrid to Sao Paulo, Sao Paulo to Rio de Janeiro; then London to Frankfurt dep 24th Feb, Frankfurt to Sao Paulo, Sao Paulo to Rio de Janeiro; Then our return flight began to change without notification or explanation, changed from the flight we booked: Rio de Janeiro to Sao Paulo, Sao Paulo to London dep 11th Mar, which became 4.) Rio de Janeiro dep 11th Mar to Belo Horizonte, Belo Horizonte to Sao Paulo, Sao Paulo to London; then Rio de Janeiro dep 11th Mar to Brasilia, Brasilia to Sao Paulo, Sao Paulo to London; then Rio de Janeiro to Campinas, Sao Paulo to London (How do I get from Campinas to Sao Paulo??) then Sao Paulo to London (So now I have to get from Rio to Sao Paulo on my own?). This then culminated in the next change being made to our booking resulting in no return flight at all. After hours and hours on the phone to Customer Services without being offered any explanation or alternative return flight, we decided to continue with the outward journey via Frankfurt and fight it out face to face once in Brazil. On arrival at London Heathrow with bags backed to board the flight to Frankfurt, the check-in agent told us apologetically that we would be unable to board as LATAM had invalidated the ticket for the London to Frankfurt sector. The ticket was on the system but LATAM had not reserved the seats. We were advised to contact Customer services and ask LATAM to Validate the tickets. Invariably the LATAM agent I spoke with hung up on me and we had no where to go. As LATAM had not reserved the seats to Frankfurt via Lufthansa there weren't even seats available for us to purchase directly from Lufthansa to ensure we could make our onward connection to Sao Paulo. The distress and anguish we experienced as a result of LATAM's blatant disregard for their customers was like nothing I'd ever experienced with any other airline. As LATAM contract out their ticketing service to a third party agent (dnata) at London Heathrow, we had no option but to try and explain our situation to the third party agent. This dnata agent incredible and everything that LATAM wasn't. She listened to us, empathised with us and committed to us that she would help resolve the nightmare LATAM had placed us in. She re-booked us back onto or original flight (which LATAM had repeatedly refused to do). Avoid at all costs!
AircraftBoeing 777
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteLondon to Sao Paulo
Date FlownFebruary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"suitcase had a non-repairable damage"

(Germany)

Trip Verified | Every flight with LATAM (4 in total) during my 3 months Latin America tour was a disaster, both in Premium Eco and Business. No lounge for Star Alliance Gold clients/business passengers in Cusco, no service on board, not even water, priority luggage was the last on the conveyor belt and my suitcase had a non-repairable damage. 1h to take up the damage by the staff and the status quo after weeks of complaints is that they are not willing to pay more than 80 USD despite the luggage being new.
Type Of TravellerBusiness
Seat TypePremium Economy
RouteCusco to Lima
Date FlownJanuary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"one of the worst airlines"

(Germany)

Trip Verified | Overpriced and underwhelming Expensive tickets, rigid inflexible staff at the gate, no service on board, horrible hotline customer service. I had no other choice than LATAM for several flights on my Latin America tour but you can see that the airline doesn't care about their customers at all. Surely one of the worst airlines for me together with Avianca.
Type Of TravellerBusiness
Seat TypePremium Economy
RouteQuito to Lima
Date FlownDecember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"unwelcome as a customer"

(Germany)

Trip Verified | As with all LATAM flights so far, no onboard service despite premium economy. No lounge for domestic flights, delays and the feeling of being completely unwelcome as a customer.
Type Of TravellerBusiness
Seat TypePremium Economy
RouteLima to Cusco
Date FlownDecember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"I almost missed my flight"

(Canada)

Not Verified | I arrived 3 hours in advance as required by all international flights but no agents for LATAM. They didn't show up for an hour. I was fourth in line. I showed LATAM my booking, itinerary confirmed my flight. They refused my booking. Customer service was useless as they wouldn't even call Air Canada to confirm booking. It wasn't until 4 other people were booked on the same flight did they react at the last minute. I wrote a complaint with a ticket number just to never get a response. What a useless airline. I almost missed my flight.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMedellin to Bogota
Date FlownJanuary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"worst service ever"

(United States)

Trip Verified | Arequipa to San Francisco via Lima. The worst service ever, first my flight was delayed, causing me problems with my connections. And now that I am at my final destination, my baggage is missing and nobody knows where is at, and all they did was give me a piece of paper saying we will call you. I will never fly with you again and I do not recommend it to anyone.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteArequipa to San Francisco via Lima
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"has been absolutely terrible"

(Canada)

Trip Verified | LATAM has been absolutely terrible in every way, we flew from Vancouver BC Canada to Puerto Vallarta and missed our flight due to a cancellation in Mexico city, LATAM cancelled our flight to Santiago Chile on Dec 21 and not a soul in the airport working at LATAM, we had to stay in Mexico city at our own cost in a hotel until they got us a connecting flight on the 24 of Dec. Our return trip from Santiago Chile was no different. We arrived at Mexico city airport to find out our connecting flight to YVR Vancouver had been cancelled, and yet again not one person working for LATAM in the airport was available to help us. Aeromexico was able to book us a flight home to Vancouver BC. LATAM has done nothing to help us besides cost us money in hotel stays, food and phone calls to LATAM trying to get some help. Absolute nightmare. I strongly suggest not flying with LATAM as they have caused my wife and I nothing but problems.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSantiago de Chile to Mexico City
Date FlownFebruary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"This is hospitality to you?"

(United States)

Trip Verified | Staff were very rude, during the flight, the check in was Very disorganized on my way back to US, staff knew a flight got cancel to NY but still other flights were pending during this time. Instead of opening 1 or 2 windows to deal with the NY flight the staff decided to leave it like that and keep All 8 check in stations stuck with fixing a flight that isn’t leaving that night? And make us the other destination passengers (LAX / MIA) wait standing up for 3 hours. On the check in line, we even have time to rush thru Imigration & Customs, this is very unacceptable. I came 4 hours before my flight to be able to eat something in the airport, instead because this incompetent team though it was a good idea to keep everyone waiting and react at the last minute on passengers who were about to miss flights? LAX flight passengers were very outset, why they staff didn’t listen to the advise everyone was suggesting? They just walk away and ignore everyone! This is hospitality to you? Then on the flight, I fall sleep, they just pass with the car with food, they told me they will bring food, I waited and I never got any food or beverage for a 10+ hour flight.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLos Angeles to Lima
Date FlownJanuary 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
2/10

"the worst service I’ve ever experienced on an airline"

(United States)

Trip Verified | This was the worst service I’ve ever experienced on an airline, and I’m a million-miler on one US carrier and have flown hundreds of thousands of miles on other airlines, including many on Asian budget carriers. Anyhow, my flight LA4297, from CTG-MDE was delayed by 3 hours from 08.51 am to 11.45 am. I had purchased a premium-economy ticket. (On these short-haul flights in Columbia, they only have premium-economy and regular economy seats). When I went to board LA4297, after experiencing the 3 hour delay in a crowded waiting hall during the Omicron surge, the gate agent told me I was bumped to a later flight, LA4295, that departed around 50 minutes after LA4297. Must have been bumped for a VIP, otherwise, they would have bumped a passenger from regular economy class. So I paid more for my seat and got lousier service. When I finally arrived in MDE, four hours after my original scheduled time, my suitcase was nowhere to be found. And nobody from Latam was in baggage-claim to help me. Luckily, an employee from Avianca, the Colombian national carrier, felt sorry for me and helped me find Latam’s office. So after walking 3/4ths of the way around the airport and killing another 1/2 hour, I was able to locate my suitcase that came-in on LA4297. I’m 70 years old. Later, I tried to file a complaint on-line for Latam using their forms. But it kept saying they could not process the claim or something like that.
AircraftA321
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteCartagena to Medellín
Date FlownJanuary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no