LATAM Airlines

✅ Trip Verified | I flew from Auckland to Sydney and found the customer service exceptional, from check-in to the crew on the flight. However, on the return trip, our flight from Sydney to Auckland was canceled while we were at the boarding gate. We were confused about what we were supposed to do. We followed the flight attendants, retrieved our baggage, and waited in line to be rebooked on another flight. Even though it felt uneasy wondering if we would ever get another flight, we eventually got transferred to Air New Zealand flight on the same day. I am appreciative of the crew who worked hard to find us another flight.

Not Verified | I had a lost luggage that took 12 days to arrive on my final destination. The lack of communication and attention to the customer was the worst experience I have had in quite while. No responses for my emails, no phone calls, I had to call every day to try to get some information about the missing luggage and some sort of compensation and even though a case id was opened for receiving some compensation I have received the message that since I have received my luggage that I would not receive any help.

✅ Trip Verified | Best Airline of South America. From SCL-IPC in economy class and on returned I received paid upgrade. Both classes were great. Both flights were on B787 and were on time. Cabin was clean and perfect condition. Crew was friendly and professional, on the Business Class was fabulous. Business class was great even though was domestic having amenities, warm towel, full lunch service. They did not offer welcome drink and midflight snack. Food was tasty with selection of 4 wines. IFE was great with variety of movies. Best airline in South America.

Not Verified | Today we went to Cusco airport to board a flight to Lima to connect to Juliaca. We came early and were the told that our flight was delayed because of “air traffic” issues— what resulted then was complete chaos. The flight was delayed from 9:40 am to 10:40 am but did not leave till 11:20. On our boarding we were told our boarding passes were invalid. How does an airline give a passenger an invalid boarding pass ? The attendant then proceeded to make changes in the computer to give an updated pass— the computer system was clearly outdated. She kept doing the same thing over and over again — when I asked her what she was doing she responded in a rude and short answer. We finally got our boarding passes the stewardesses there was no room for our carry ons— we found room but then the stewardess took our bag and removed the walking sticks my dad had in the carry on. They took my dad’s walking sticks. We ended up of course missing our connecting flight to juliaca. We were given another flight the next day (they did give a hotel voucher *). However when we asked for our bags— we were made to wait 3.5 hours to get our baggage back. The explanation was that they had to register each bag one by one. The inefficiency of this airline is so apparent ! I asked to speak to a manager several times throughout the process and no one came. While waiting there were cargo boys waiting doing nothing the whole time we were told that they didn’t have staff handy to deal with this. The excuses were endless. “ it’s really far way”. The staff isn’t there. They have to register the bags one by one. “ I decided to call customer service about another flight in a few days to Lima to then catch a flight to the USA. I asked if I could change my flight given the events of today and I was told that I still had to pay 96$ per person. I asked them if they could waive this fee— it should be free! No answer. When I asked about talking to a manager— there was no way of doing this. This has been a horrible experience. We have spent the whole day in the airport without a place to sit or drink a beverage while waiting in Lima airport. I cannot recommend this airline.

✅ Trip Verified | Our Saturday flight from Lima to Peru, they half the plane, stopped boarding, and we sat on the plane for like 30 minutes before we were told to deplane because of tech problem. Ok, sure. We wait another hour in the terminal then they said it's cancelled, rescheduled for tomorrow Sunday. But here's the actual service problem: Everyone then rushed the desk, and we as business passengers were given no priority at all. My friend and I stood in "line" (they didn't bother enforcing any so people just cut in front to talk to the agent) for a while before we tried to get help from another gate agent. None of the other gates' agents could help. We eventually returned to find that they had led the other passengers back to immigration arrivals. We were just told to "wait" for another hour with no instructions, and nobody spoke decent English, and every time I tried to communicate in very basic Spanish, I just get shut down and told again to "wait here". Between the horrible lack of attention & service and immigration hassle, in total we spent a whole 8 hours at the airport Saturday dealing with this. After going back through immigration into the country, I spoke with the Premium check-in desk, and he could not rebook us on an earlier flight--only the rescheduled one going out Sunday. That agent then gives us a voucher for what was a subpar hotel 45 minutes back in the city. I asked if we can stay across the airport at the close-by hotel or any better hotels, and I was refused. The hotel they gave us was very basic. In fact, for dinner, they served a plate of plain spaghetti with a tiny bit of meat sauce. My friend cannot eat beef or pork, and they had no other options for him. We ended up having to go outside to eat, else we starved. Afterwards, I tried to claim compensation for the lost in time, hotel at destination, and food, and got nothing. This airline shows that they are not competent and gives no regard to their customers, even premium cabin. I very strongly recommend to avoid this airline if at all possible!

✅ Trip Verified | Customer service is unhelpful and the airport crew in Lima does not want to help me and provide inaccurate information. I was trying to board my flight from LIM to ATL, they made me get off while boarding, although I made my flight, because their system said their own flight was delayed. My bag was on my original flight to LIM to ATL. To help, they gave me a free hotel stay and taxi ride to the airport for the day and told me to come back the following day for my flight. The new flight I got was for the same day - so I didn’t even use what they provided and if I had, I would have been stuck in LIM for another day. I was afraid the entire time and refused to leave the airport for safety. The crew wanted me to leave the airport and instructed me to do so, which would have resulted in missing my flight.

✅ Trip Verified | A disgrace of an airline. Initial flight was cancelled due to weather at final Destination. There was very limited help with booking an alternative flight and Latam made no Effort to run additional capacity on the route to cover the flights cancelled. As such we managed to secure a flight over 48hours later, albeit via a other airport en route. We were expected to pay for the additional hotel costs loss. Of transfer costs and excursions we could no longer do. After many requests to the airline for Compensation they maintain their response which is essentially we do Not care This is your problem. I would advise against any travel with this airline. On a Positive note the crew on the flight when it finally turned up were great.

Not Verified | Never ever go with the LATAM Airlines. The customer service is really bad. They don't even help you to buy the baggage. Even I submit the case, they close the case without giving me an answer. Never ever book the ticket.

✅ Trip Verified | My seat was broken on a 5 hour flight, the seat cushion faulty and I was forced to sit there in pain because there was no empty seat on the plane. We even paid extra to sit together with my partner. So what did I get when I complained? "No compensation for you, you flew there so why are you complaining?” Horrible customer service, and the food is unacceptable on any level. They used a white oily cheese paper bag for distributing cakes.

✅ Trip Verified | I was charged US $200 (the equivalent in Colombian pesos) at the ticket counter for checking an additional luggage piece, which weight less than 50 pounds. When traveling from Salt Lake City to Bogota, American airlines charged me US 100 for the same extra piece of baggage, which seemed also excessive. What could I do? Throw away my bag at the airport? US$200 for an extra bag.