LATAM Airlines

✅ Trip Verified | Bogota to Santiago de Chile. The most disgusting and poor customer service I have ever experienced. Flight delayed 4 hours then cancelled at 2am in the morning with little to no explanation or concern. Forced to get up at 6am only to be told we would not be on another flight until 17 hours later. Missed international connecting flights with an English speaking attendant ignoring us and saying she does not understand English. A further 2 hours to check back in. Was then given a travel voucher only for all three of our party to be missing the last number on the printed travel voucher. Once back home in Australia we tried to claim expense of the voucher with incompetent staff who would pause and not answer a question that was asked for minutes at a time. Finally after much heartache was told the transfer was complete and would take no longer than 15 working days to show up in account, never showed up. Called/emailed multiple times to follow up only to get transferred to an alternative team member and told my case was still getting resolved. 4 months later no money has been transferred. Easily the worst experience i have ever had to endure in not only an airline but any form of customer service.

✅ Trip Verified | Santiago de Chile to Cusco. They have awful customer service, they charge for everything. Staff is unfriendly and rude, I had a couple of issues in Lima and Santiago with the staff on ground. They were threatening me 40 min before the scheduled time to leave me if I did not board the plane immediately even if the boarding pass said gates closed 20 minutes before flight. I explained the staff that my elderly mother was at the restroom and that it was still early, they guy was threatening her to leave her on ground if she did not board the plane. Once we boarded the plane, the gates did not close until 20 minutes after, and when we were ready to take off the captain said theres was an issue with the aircraft, we had to wait almost 3 hours on the plane with very little information about the issue, until finally the plane took off.

✅ Trip Verified | Iguazu to Sao Paulo. Not the service they claim they have online. We had to wait for the staff to go to the check in counter because they will not help if is not 2 hours prior, very strict. Boarding was a nightmare! They opened aft and fwd doors and everything was confusing, people boarding from the back when their seats are in the front and vice versa, staff would only speak Portuguese and no English whatsoever. Passengers helping crew to translate to English or Spanish. Onboard everything was expensive for the small size it was and a bit outdated plane. Staff seemed to be rushing and not really helping. Entertainment was just ads.

✅ Trip Verified | Mendoza to Sydney via Santiago de Chile. Two times in a row, they cancelled the same flight. I paid extra for a flight with a certain duration, and it ended up lasting double the time. I offered them solutions by sending me on different flights that had space, but they said they couldn't do that, that they couldn't send me with other airlines (after two nights at airports, the next flight was with the airline I suggested two nights before). Their personal don't care about what happens, and nobody takes any responsibility on the matter.

✅ Trip Verified | Santiago de Chile to Melbourne. Flying for 15 hours they provided two meals. I missed the first meal as I was sleeping, when I asked them to provide it they said it couldn't be done because they were preparing the breakfast. When the breakfast came the options for me were with ham, which I cant eat because of my religion.

✅ Trip Verified | Auckland to Sydney. Check-In was super quick as there was no lines, but once I reached security it took way too long plus it did not help as I wasn't given an express path pass. Boarding was early which I find efficient as an on time departure is promising. The Cabin Crew were very welcoming and professional, a much better experience than the last time I flew with Latam. Catering was mediocre, a menu was available but there was only two options for breakfast and everything tasted decent. The IFE was good, enough to keep you entertain for a 3 hour flight but any longer and you may get slightly bored. Lastly, the seat was very comfortable even though it's an older product compared to what's available on their 787-9 and A350 fleet.

✅ Trip Verified | LATAM owes me US$250 for destroying my suitcase. They committed to this in writing in Novermber 2017, and after more than 400 emails back and forth, have yet to pay me LATAM is a wonderful airline if your trip goes well, but the worst airline in the world that I have dealt with concerning any issues. I honestly believe they have no intention of reimbursing me, and provide no recourse/escalation process when problems are encountered. There is no one to call (on an 800 number), no one else to whom I can provide my information, and no resolution. I will do my very best to never fly with LATAM again, and suggest you try to do the same, if possible.

✅ Trip Verified | Lima to Los Angeles. 55 minutes before boarding they started calling about 15-20 of us by name to the gate desk. LATAM changed my seating assignment 3 times within 25 minutes then ultimately assigned us to the same seats we had reserved 30 days ago. Got to the seats and two people were already in them. We had a stand-off onboard. The other people got moved since we had paid for the upgrade and they had not. They kept shuffling other people’s seats until about 3 minutes before closing the plane doors. Have never seen anything like it in the 40+ years we have been on planes. The rest of the flight was fine except the crew was basically rude. I pray we never fly Latam again.

✅ Trip Verified | I had a very bad experience with customer service. I bought two tickets for my older parents. They found out the flight was canceled at the airport, and had to take an 8-hour bus to get to Sao Paulo. The gate agent told me to fill out a form online to request a refund. When I did so, they only refunded me partially. I called and spoke with 3 different people at LATAM about it, and they told me that I requested a refund through the "voluntary option" meaning I filled out the form incorrectly. When I tried to explain that there isn´t a way for me to click on the involuntary option, the last agent I spoke with was very rude and continued to blame me. Even when I tried to reason with him, he got irritated and said I couldn´t even receive a voucher or anything to receive compensation. I will not be using LATAM again.

✅ Trip Verified | Ushuaia to Buenos Aires. Easily the worst airline I've ever experienced (as an American, that is saying a lot, given the terrible airlines we have in the USA). The female agent and her male supervisor at Ushuaia on the early afternoon of March 23 forced us to check in all of our carry-on luggage based on balancing "weight" on overhead compartments-- on an A321. (By the way, this was the first time this has ever happened, including other Latam flights). They forced my wife to move over when she was repacking her suitcase to accommodate another passenger (the other passenger, a typically kind Argentine, was the one who apologized to my wife - not a Latam employee). The ride was atrocious - no food available apart from a flimsy bag of dry crackers, flight attendants who literally heated full meals while in-flight for themselves while the entire cabin was in the middle of a 3.5-hour ride starving, and the flight attendants were basically not doing anything. I can't believe I am saying this, but choose Aerolineas Argentinas. They are also terrible but at least not abusive at the front counter. Final note: I emailed Lan about this. Of course, they didn't respond. Big surprise.