✅ Trip Verified
| Lima to Cusco. This company is a joke. I was traveling with a group of 6 people (all U.S. Citizens). We had confirmed tickets from Lima to Cusco round trip. We arrived early at the airport just to make sure we have time in case we encounter any problems as we are in a foreign country, we preferred to take precautions just in case. Once we arrived at the counter to process our check in they told us our seats had been sold and that we had to wait for the next flight. We were very upset as we had not been notified at all of any changes regardless of the reason. They offered us a credit with the airline of $40 or a cash voucher of $20. We really didn't want either as it was cutting short our much waited vacation which we had look forward to enjoy for a year and now we are being literally forced to cut it short for $20 in exchange. Really.! Anyway, since they did not give us another option no matter how many times we said no, we took the $20 cash voucher. Here comes the worst part ... they told us that we could go to any LATAM agency and that they would exchange the voucher for cash, as the counter at the airport was not authorized to do that. So, we went to the LATAM office in Cusco and they told us that only in Lima could be done. Upon our return to Lima we went to the LATAM agency in Chacarilla, but they told us that they couldn't do it and that we had to go to a different agency in Miraflores. We then proceeded to go to the agency in Miraflores on our last day before our departure back to the US and they proceeded to tell us that they couldn't process the request as it had to be done over the phone. It has been 5 months since that day and in the interim we have been communicating with their "Customer Service" department. We have been changed at least 7 times of representative and every time they ask us for passports, copies of IDs, notarized letters to approve disbursement of funds for our children voucher credit, more questions and more emails. Once we thought we finally were done, and we would finally get our credit they said they needed an account in Soles, which is the Peruvian currency. Now, why in hell would they give a voucher that specifically reads $20 (dollars) if when you redeem it you need an account in a different currency! Anyway, I was able to contact a friend in Peru that was willing to provide me with her account information for the deposit to be done in her account for her then to transfer the funds. LATAM then said that needed another letter approving such transaction, we did, we sent them once again what they requested. This was followed by a response saying that only 5 vouchers will be credited, the other one was missing a voucher number. That was 45 days ago and we still haven't received any credit. I then received an automatic email saying that if I wanted to receive the funds I had to complete their forms again because they voucher was going to expire. Then I email them again asking where my "approved credit" was and they ignored my question by saying please provide copy of passport, ID, notarized letter, etc etc etc etc etc. This is beyond ridiculous and a joke of customer service, I don't do all this for $20, it is a matter of principle. I will forever discredit this company.