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 483 reviews
3/10
3 star Skytrax Rating
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6/10

"the more irritating they got"

(Australia)

Trip Verified | I did some international (Santiago-Buenos Aires) and domestic flights in South America on LATAM. Their website is poor but generally I didn’t have much problems with their administration, although most flights had delays of some sort that were not handled well (the first flight was moved without notice to a 15 minute earlier departure and even boarded early but then we didn’t take off until 30 minutes after the original departure time). The staff were generally good - even though check-in is often confusing, staff were helpful and very fast. Some flights were on A320s - old fit out and no seat-back screens (you can stream entertainment from their app but there are no power points so battery life is an issue). The others were on 787s - much newer and roomier but with some strange design like the seat cushions moving around and having an uncomfortable gap at the back and the seat-back screens being fixed, so if the person in front reclines their seat, you have to watch at an angle. Short flights get just a drink, medium flights get snack food and the flights to Easter Island had full meals but they weren’t very good. Generally there’s no alcohol available (which must be a regional thing as I noticed it on Aerolineas as well) but strangely there was alcohol on the flight from Easter Island (but not the flight to Easter Island). Several flights used remote stands and buses, which is always horrible, but I didn’t think LATAM managed them very well, like holding up buses for staff. At boarding, they sometimes strictly enforced boarding by rows and sometimes completely ignored it. The more I flew them the more irritating they got but they’ll do the job and no other South American airlines seem to stand out.
AircraftBoeing 787
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSantiago to Easter Island
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"working on your reimburse"

(Mexico)

Trip Verified | Buenos Aires to Guadalajara. This airline cancel my flight one day before, since December 18 i got an email telling me I will be reimburse my ticket in 45 days, well i am still waiting. I call every day and their answer is always the same "we are working on your reimburse". I check it out @latam_ch twitter and found several complains like mine, i really hope i get my money back.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBuenos Aires to Guadalajara
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"lots of seat parts missing"

(Brazil)

Trip Verified | Santiago to Sao Paulo. LATAM´s website does not work. Could not check in online neither on callcenter because of a lack on the system. Santiago de Chile´s LATAM Lounge is big but with very low standards, only some strange sandwiches (at 2pm) and some other unrecognizable food. Boeing 767 amazingly dated. Overhead compartments did not close securely, old seats, and even older feeling and looks. As seen on the pictures, lots of seat parts missing! Filthy. Food looked like dogs breakfast, all served at once (in what they called business class)! Avoid LATAM. After a flight with Cathay Pacific you go from heaven to direct to hell.
AircraftBoeing 767
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteSantiago to Sao Paulo
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"racket to extort extra money"

(United States)

Trip Verified | Mexico City to Montevideo via Sao Paulo. My group was totally hustled / ripped off in Mexico City. After flying into Mexico City from Los Angeles on Alaska Airlines, and waiting in a line of literally 1000+ people in customs (just for an international connection to Sao Paulo, Brazil) we arrived at the ticket counter about an hour before the flight, waited in line for about 15 minutes, got to the ticketing agent, and were told that it was "impossible" for us to board our scheduled flight, because LATAM flights close 1 hour before flight time (who does this?). We were then told that the next flight would be 24 hours later, and that there was nothing they could do, other than charge us each another $270 for a "transfer fee" to get us on the flight the following day. We were there in time, in line, there were at least 4 employees at their computers and only 1 agent actually helping a customer at a time. They then referred us to the Hilton hotel in the airport, where we had to pay an additional $288 for a room that we were forced to get since they did not allow us our boarding passes, where we could have been at the boarding gate with a good 40-45 minutes to spare before wheels up. When boarding the flight the next day, I spoke with 2 boarding agents at the gate, and they said they close the flight routinely about 25-30 minutes before flight time. Thus, we would have easily made our original flight. After posting our dilemma on Facebook, I learned from several people that LATAM has a HISTORY of doing this to others. And after reading reviews from several different sites, it seems to be very true. This appears to be some sort of racket, and I want to know how LATAM is willing to compensate for the additional almost $400USD that I was forced to spend due to deception and flat out lies we were told. In addition, in the other legs of my trip flying on LATAM, we would be told to go to a certain gate, Gate 4 for example. There would be all the passengers sitting in front of gate 4 waiting for boarding agents to arrive. Not too long before the flight was supposed to leave, there was still no LATAM employees there at the gate we were told to be at. After checking the flight monitors again, we would discover that the gate number had been changed to Gate 17. There was no announcement by LATAM regarding the gate change, no LATAM employees at the original gate to let us know that the gate had changed, and thus there were dozens of passengers running through the airport trying to get to the new gate and not miss the flight. What the hell is going on over there? This happened twice in our return trip; once in Montevideo, Uruguay, and again in Santiago, Chile. I hope that LATAM understands the severity of this negligence, and is willing to make up for it. LATAM doesn't give a damn about their customers, and is involved in a racket to extort extra money from their customers, especially in Mexico City.
Aircraft767-300
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMexico City to Montevideo via Sao Paulo
Date FlownFebruary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
6/10

"cabin staff were very friendly"

(United Kingdom)

Trip Verified | London to Sao Paulo. The check-in and boarding went very well and quick. The plane was quite old, it had a horrible smell like urine. At first, I thought it was just me who noticed the smell but other passengers were complaining too. We all thought the smell was coming from the lavatories but realised that it was the plane that had the horrible odour. The seats looked old and dirty. After several hours into the flight, I had become nose blind and had forgotten about the smell. The rest of the flight was pleasant, the plane wasn't fully booked there were quite a lot of empty seats. I had an empty row for myself which was great. The food was really good and cabin staff were very friendly.
AircraftBoeing 777-300
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Sao Paulo
Date FlownDecember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
4/10

"airplanes were old, dirty, loud"

(Italy)

Trip Verified | Milan to Santa Genoveva via Sao Paulo. On the way there it was Milan to São Paulo and on the way back it was São Paulo to Paris. This review counts for both flights. The only thing that is saving this airline from getting a 1 star review is the fact that the staff (ground and flight) is very friendly and tries to help. Both airplanes were old, dirty, loud and poorly serviced. Many of the entertainment screens weren't working, there was garbage and gum in the seat pocket, the tray tables were brown and broken, the toilets were not cleaned during the flight, which was quite a disgusting find when after 11h I had to use the toilet. On the B773 usually the outer rows of seats have 2 floor mounts, which are intelligently placed between the three seats, and therefore don't disturb leg space. On the LATAM B773 there are three floor mounts, which are positioned exactly were your legs want to be and therefore reduce the legs a lot. If that isn't enough, LATAM installed a footrest on every seat (which is literally a net that lays on the floor) so the leg space is reduced even more! On a 12h flight we were served dinner with one drink just after takeoff (one hot dish and a little sweet snack, no brad, no butter, nothing else), and then breakfast just before landing (a small fruit salad and something to go with it). For the remaining duration of the flight, the cabin crew hid in the galley with the curtains closed. I attached a picture of the safety card, which basically sums up what the cabin looks like. I do not recommend this airline, not even for domestic flights.
AircraftBoeing 777-300 / 767-300
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMilan to Santa Genoveva via Sao Paulo
Date FlownFebruary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
9/10

"nice staff, no delays"

(Germany)

Trip Verified | Madrid to Frankfurt. I take this flight at least once a month and look forward to this. The Boeing 787 is real nice. Good atmosphere, nice staff, no delays. You only get a small sandwich for lunch, but free food, language and drinks on a EUR45 flight is pretty good. Would be nice if they offered WiFi on short haul.
AircraftBoeing 787-8
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMadrid to Frankfurt
Date FlownFebruary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"I will be using an alternative airline"

(Brazil)

Trip Verified | We had booked to fly from Flrianopolis to London on 22nd December. I have flown with TAM/LATAM for 7 years and a gold frequent flyer member. When we arrived in Florianopolis for the flight having downloaded our boarding passes 2 days before with assigned seat numbers we were told that there was a problem with the aircraft(1st lie) on the London leg and cancelled our reservation. The local LATAM sales staff said they could route us via Casablanca to London with Royal Air Maroc (2nd Lie) and they tagged our luggage accordingly. We checked in for the booked flight to Sao Paulo. When we arrived in Sao Paulo we looked at the Departures board and there was no problem with the flight to London and Royal Air Maroc knew nothing of the reservation. We were kept at Sao Paulo until 2.00 am until our luggage was recovered. Whilst waiting there were 6 other passengers who had had their tickets cancelled because the London Flight had been overbooked. We were then booked on to the BA flight (much better service) the following day. Due to next day arrival in London my booked rental car was no longer available and I was faced with upgrade costs as it was now Christmas Eve. LATAM have refused to pay any compensation because their staff in Sao Paulo put as a reason for missing the original London Flight as a delay in the connecting flight (3rd Lie). I have followed their complaints procedures and made suggestions to settle the claim to no avail. As a regular traveller between Brazil and London they were presented options for future flights to settle my grievances amicably but to no avail. It appears that talking to the other passengers that had their tickets cancelled they all tell the same story. It is clear that LATAM use this form of fabrication of the truth to avoid paying out compensation for their continuing policy of overbooking flights. So much so for their Loyalty programme that clearly counts for nothing and as to their call centre based in Columbia they are a complete waste of time. Rest assured that in future I will be using an alternative airline.
AircraftBoeing 777
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteFlorianopolis to London via Sao Paulo
Date FlownDecember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"made our experience a terrible one"

(Denmark)

Trip Verified | Arequipa to Cuba via Lima. Me and my friend used Latam Peru this summer in our trip from Cuba-Lima and Arequipa-Lima and Lima-Cuba again. The flight attendants are ok, but that was all it was ok about their flights! The nightmare started with a 2 hours delay, after we got to our destination, they have lost my friends suitcase. Once we got to the info point, no surprise, no one talked english (lucky we speak ok spanish) after hours of waiting.. they did not provide any funding to help us with the situation. When they finally find the luggage 3 days later, stuff was missing. On our second flight, they didn't lost our luggage anymore, but we did not know that when you buy your tickets there is the separation between a citizen of Peru and all the other countries. So even though they asked for our citizenship when we bought the tickets, there was no message that the tickets we are about to buy can just be used by peruvian citizens. Therefore when we got to the airport was a huge fine of 250 euros each was waiting for us, because we bought the wrong tickets. The alternative was to cancel our flight without a refund.. In other words, i don't wish to anyone the experience we had with Latam, they made our experience in South America a terrible one.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteArequipa to Cuba via Lima
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
9/10

"attentive, polite, very professional"

(Argentina)

Trip Verified | Fourteen hour daylight flight from Santiago Chile to Melbourne with LATAM. Very good cabin crew, attentive, polite, very professional. Good IFE although movies could be more up to date. Lunch served after take off. Menu quite interesting although portions seem to have been reduced. No more small salad, no more bread roll, no more desert (except for a small, packaged, piece of cake). Good Chilean wines and plenty of drinks all round. Drinks and food available in the galley throughout the flight.
AircraftBoeing 797-9
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSantiago Chile to Melbourne
Date FlownJanuary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes