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
Filter Reviews by :
Show
1/10

"Terrible customer service"

(United States)

Not Verified | Avoid this airline in Brazil! Totally unreliable. Had two flights canceled. Rescheduled flights caused extra expenses and inconvenience. In one case, the new flight made my US flight connection too tight and at risk of another cancellation or delay. So I had to pay for another flight on GOL at double the cost so I could make my United flight to the US. Could not change my flight, despite airline cancellation, on Mytrip.com, whose US phone number was unavailable from Brazil. LATAM could not put me on a flight that would let me make United flight. Terrible customer service and reliability.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSão Paulo to Salvador
Date FlownJanuary 2022
Value For Money 12345
no
8/10

"Check-in extremely friendly"

(France)

Trip Verified | Salvador to Rio de Janeiro. Check-in was extremely friendly. As a premium Eco on a domestic flight I did not expect so much attention. Boarding fine. Crew on board did not work at all, except the captain who had precious announcements. No service, even no water.
AircraftA319
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteSalvador to Rio de Janeiro
Date FlownJanuary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"This airline is in the dumps"

(Brazil)

Trip Verified | No Latam agents present to help through the usual boarding mess, customary to Brazilian bound flights. On board, no catering services available for the entirety of the flight, including individual mineral water bottles. Late departure, therefore late arrival of the plane. No ground support at GRU for connecting passengers who missed their connections. The plane originally landed in Paris at 2PM for a 9:25PM departure. No Email notifications regarding catering issues were provided, nor any excuses after the flight. This airline is in the dumps, with no respect whatsoever for their most valuable passengers.
AircraftBoeing 787-9
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteParis to Sao Paulo
Date FlownDecember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
8/10

"crew on board was extremely friendly"

(France)

Not Verified | As there is no separate Baggage drop counter, neither food on board (Covid is a good excuse), premium economy product offers only one benefit on Brazilian domestic flights: no neighbor. Middle seat is empty. Which is also valuable in Covid times. Boarding was completely chaotic, and unacceptable due to the pandemic. Priority passenger were not called. As aircraft was on remote position everyone was in a completely packed bus, with a lot of children (Dec 23rd). On the opposite crew on board was extremely friendly and efficient, cleaning the hands of every passenger after a restrooms visit for example. Captain communicated views from the windows, and smiles were everywhere.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteSão Paulo/Congonhas to Foz do Iguaçu
Date FlownDecember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"will be avoiding"

(Peru)

Trip Verified | Flying as a family of 4, we purchased tickets from Lima to Buenos Aires with a short layover in Santiago leaving on 15th December. Latam changed our flight times repeatedly, changing both the date of departure and the arrival airport leaving us with a 10 hour layover from the early hours which we had to endure sleepless and uncomfortable in Santiago. We were told we could change the flights if we weren't happy but there were none available. Latam were not interested in the fact they had changed the date of travel, had added a long overnight layover in spite of the fact we had originally paid extra to avoid that. We were all exhausted upon arrival (plus the usual inedible flight "food") and I will be avoiding this airline in future.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLima to Buenos Aires via Santiago
Date FlownDecember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Avoid this airline at all costs"

(United States)

Not Verified | Absolutely unacceptable airline. I called them to check-in, because I made an offer to upgrade. When I called, I asked for the price to do a direct upgrade instead of waiting for the upgrade offer. I wasn't happy with the price, so declined. Somehow in this process, they changed my seat from 15L - a nice window seat in the Latam+ area - to 23H - a seat with no built-in monitor, a wall in front so nowhere to keep my backpack with me during the flight, and right behind the bathrooms. I called back (a 45 minute wait each time) only to be told (after another 20 minutes of simply asking my name and verifying my reservation code) that there was nothing they could do. They couldn't move me back, there weren't any good seats left (the flight is the next day, 12/3), and that maybe I should check at the airport and see if they can move me. I spent over $100 for the original seat. No way to get a refund because technically, "23H is still a Latam+ seat at the same price". This is a 10 hour flight from JFK to Sao Paulo. This is not the only time I've had trouble with them. Every time I need to make a change, do a check-in, or anything after a purchase, I have to call because their website never works, or simply displays a message saying I cannot make any changes unless I call. Avoid this airline at all costs, it is the worst I have flown in 15 years of flying regularly.
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteNew York to São Paulo
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"What a shame!"

(United Kingdom)

Trip Verified | The way this airlines treats their customers is shocking and disrespectful. It's impossible to talk to them to rebook a flight cancelled by the company in July last year and the reservation doesn't show up neither in the app or website. Me and my husband have spent hours and hours trying and listening to the music! Plus the call isn't free. When they finally answer, the call drops before completing the rebooking process! It happened 5 times! And last time their representative lied to us convincing us to hang up and call again later "without having to wait again". What a shame!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon Heathrow to São Paulo
Date FlownAugust 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"a nightmare to deal with"

(Spain)

Trip Verified | Nothing positive to report from this trip review. Flight was four hours late, missed onward connection to Florianopolis, forced to overnight at GRU. LATAM had apparently organized hotel bookings for us and I received my voucher upon arrival. Unfortunately when we got to the hotel the hotel had no rooms and they claimed LATAM never confirmed any of the bookings with them. LATAM was unreachable to resolve this problem. We tried on social media channels and five different phone numbers. Basically all of us were left to fend for ourselves. Ultimately secured my own room at another hotel and got myself there. Zero chance of being reimbursed by LATAM who refuses to respond to my queries on Twitter. At GRU was told there is not one person who could help resolve this despite it being a hub airport - they said I have to call them - we tried multiple times with no success. They have been completely unresponsive since the problem has occurred and their customer service is less than zero. Their lack of competence is outdone only by their lack of integrity. As for the flight itself, their B767 product is antiquated, circa 1990 in look and feel, badly in need of refurbishment. Seats uncomfortable, 2x2x2 configuration offer no privacy. IFE did not work properly and hardware was falling apart. Business class headphones were the same cheap plastic as economy and they had some dog ate the homework excuse as to why they didn't have the noise cancelling or noise reducing variety that made no sense. Needless to say I'd avoid LATAM and this aircraft for all of said reasons unless you absolutely need to fly them. They are a nightmare to deal with, are extraordinarily unethical in their dealings with customers and they need to be called out for what they are - basically a bunch of frauds. Avoid these people like the plague.
AircraftBoeing 767
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteBarcelona to Sao Pulo
Date FlownNovember 2021
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

"regulations are terrible"

(United States)

Trip Verified | Lima to Los Angeles. LATAM Airlines in flight services and rules and regulations are terrible! For domestic flights they provide no in flight services like drinks or snacks. They do not let you stand up altogether after the plane is secured at the gate, and instead require you to stand only by aisle/row. And they are currently requiring a double face mask mandate, even when traveling to or landing in a country which does not require any such mandate. We felt like we were being governed by a police force when on a domestic flight we, in Row 3, tried to stand and get our carry-on luggage. A flight attendant absolutely refused let us stand, and stated that only Row 1 could stand up at that time. On an international flight, Rows 1 - 18 were allowed to stand and get their luggage, but our Row 22 could not. We have never before seen an airline regulate when specific rows of passengers can get their luggage once the plane is securely docked at the gate. During our travel, Peru and LATAM Airlines required a two face mask mandate in all airports and on all airplanes. When we were returning to the United States, they still required this mandate, even though we were in U.S. airspace and landing at a U.S. airport. This seemed a bit extreme and unnecessary to us, especially considering it is more difficult to breathe with two masks and your glasses fog considerably. We will not be flying LATAM Airlines again, and do not recommend them.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLima to Los Angeles
Date FlownOctober 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"LATAM had made a mistake with the pricing of our tickets"

(France)

Trip Verified | They charged us 336$ when we arrived to make the check-in of our luggage. After 45min of discussion then the manager finally admitted that LATAM had made a mistake with the pricing of our tickets, however if we didn't pay the 336$ additional surcharge we would not be authorized to get onboard the plane. Following this we raised a claim to the customer service, which answered with fake information in order to support their position and then closed the claim.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteQuito to Baltra
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no