LATAM Airlines

✅ Trip Verified | Overall a great experience on this newly established direct flight from Santiago to Melbourne with Latam's new fleet of Dreamliners. For this long stretch Latam opts for the 900 Series providing the capacity for a 13.5-15 hr flight spending on direction of winds. Check-in in Santiago was super easy. The exclusive business check-in area is situated at level 3 of the airport, which is also where the VIP lounge is located. It took all of 5 minutes to check-in and go through the VIP passport and security control leading you directly into a very large lounge spread over 2 floors. Boarding commenced approx. 45 minutes before departure and doors were closed near enough at our scheduled departure time. To our surprise the scheduled 15 hour flight was reduced to 13.2 hrs. For me the layout of the 800 Series is nicer, but again no issue with the 900 Series. In-flight staff during the entire 13+ hr flight was non stop just looking after us, truly the busiest crew I have seen for a long time. We got dished out a lunch, a snack and a dinner approx. 2 hours before arrival. The food standards are OK, but not to compare to Singapore or Emirates. Even though an espresso pod machine should have been available, it was somehow out of action, which was disappointing. The South American wines are worth trying. Reds from Chile are amazing. Headphones are not the best in the air, with little or no noise cancellation benefits. No PJ's provided and the small amenity kit is also just OK, a trend with most airlines and why not as most of it ends up in the bin. On our flight no newspaper or magazine was available in English, a bit of a shame. The crew forgot to hand out migration forms and after asking 1 hr before landing I was told they had none on board. Minutes later they hastily started handing them out, however the crew wasn't familiar with the Australian requirements for each person to have a in-coming migration/customs form completed (both sides). Families were told only one per person was required. Further, business class passengers did not receive an Express card, which allows you to fast track passport and customs check-points. To add to this you can't use smart gates, as you must answer a question where you spend most time at and most South American countries prevent you to enter via the smart gates. Even though luggage was priority tagged our 4 cases had the pleasure to arrive right at the end. Back to the inflight experience, I mentioned to the purser that the right hand front toilet randomly would flush (also when you are sitting on it, which is a rather strange experience) and that the left hand lavatory had a faulty water tap, which was running non stop. After such a long day in the sky the purser wasn't really interested and told me the water tap issue is linked to the aircrafts hydraulics and it always happens at the start (2 hrs into the flight?) and yes the other toilet had a sensitive switch (clearly very sensitive as I never even touched it and it happened a few times). Aircraft Reg: CC-BGF in case Latam wants to get these items fixed. Overall the flight was great with amazing glimpses of the Antarctica, the crew were quite amazing and we arrived well in Melbourne without having to stop-over in Auckland NZ and sit there for 6 hours, so thank you Latam.

✅ Trip Verified | Flew LATAM Airlines from Montreal to Lima via New York. Worst company you could ask for! Absolutely no transparency with the customers, they had us stuck in the airport providing absolutely no explanation for 20 hours, telling us the flight will be there shortly every few hours. We later learned that the crew had actually left the airport hours ago. On arrival they lost all our luggage. Wouldn't have been bad except the fact they never delivered as promised, gave us phone numbers that are no longer in service and never returned any of our calls/emails. Our vacation ended up being ruined as we couldn't get out of the city so we could have a chance to recover our stuff. They never made a single move towards us.

Lima to Santiago. Our first flight on Latam’s fleet of Boeing 787 and in fact our first flight on Latam in a wide bodied aircraft. We arrived at the business check-in counter and the usual annoying thing happened as ground staff wanted to redirect us to the economy section. Such a simple thing to manage by simply saying please come through into our business class area. Check-in was quick as expected. There is no Latam or partner lounge in Lima and we received 3 x US$ vouchers for 3 different food places within the terminal. We did run out of time, so never used them. Boarding the Boeing 787 is very exciting as the ceiling height is massive. Latam operates 2+2+2 configuration with ample space to reach your seat even it is the window seat. Whilst a short flight, the service was spot on. The purser introduced herself and overall inflight staff was in a pleasant way managing the cabin. Shortly after take off we were offered a decent breakfast and after having cleared away the trays, the crew arranged for a comfy duvet and large pillow. Windows got electronically dimmed. The choice of in-flight entertainment was excellent along with the screen size, whilst quite away from you. Head phones are not the best in the industry - maybe something Latam should upgrade to complete the overall great experience.

✅ Trip Verified | I had a dreadful experience with LATAM Airlines on my last trip. I had a flight from Bogota to Buenos Aires, stopping in Sao Paulo. 1 hour before boarding the plane I was told the flight was oversold, therefore they would have to send me on a direct trip with another airline. They offered a monetary compensation to people who were interested in changing their flight. When I asked if I was going to receive that too, they said no because my flight was leaving in an hour, which was a lie because it ended up leaving 3 hours after the original one. The new flight was taking me to a different airport which was 45 km (27 miles) away from the original one. That was a major inconvenience for me. They told me they would take care of my baggage internally with the other company. When I arrived to Buenos Aires my luggage never appeared. I spoke with people from both companies but no one knew anything. I demanded to speak with a supervisor, who made a call and found out that my luggage was in Aeroparque, the original Airport which I was supposed to arrive to. In the end they sent me in a cab to Aeroparque to get my luggage but they did not take responsibility over anything, didn't give me any compensation and not even an apology. I don't recommend anyone to use this airline, don't waste your money with them.

✅ Trip Verified | Sao Paulo to Rio de Janeiro. Old torn seats. Not even water was offered. Very old aircraft as all of Latam´s standards. Took this picture to show how old and bad mantained the aircraft was, seat on the emergency seat (11F) was broken.

✅ Trip Verified | Sydney to Auckland. Typical disorganised South American airline. If you can put up with late departure, poor web features and poor options with dealing with their tardiness then knock your self out and buy a Latam ticket. I flew with them a few months back and even though on line check in is available it's basically useless get ready for a round the corner wait at the airport. Even so then I noted to self do not fly Latam again I bought the same route again. Received an email today flight is delayed 7 hours! Ok so please book me on another airline. Sorry we have a flight next day so can't do. Ok please book me on the next day. Sorry fully booked. Please refund me sorry that will cost you $120. All this over a phone line that sounds like it's connected through a fish pond. Every time I called the same appalling audio quality. Then you get sent "offers" and are asked to use their app. Virtually none of these features work. You can't sign up as it will not accept your passport number. Most of the links do not work on other features. Hence the very frustratiing conversation through the fish pond. Can I speak to a supervisor. Sorry no you can call back and try another person like me.

✅ Trip Verified | Miami to Rio de Janeiro. The Boeing 767-300 plane was old and smelly and not well cleaned. Seats were tight with torn fabric as seen in the photograph attached. In general not very comfortable. Crew members were attentive and the flight was generally without problems. It felt more like premium economy than business.

✅ Trip Verified | Galapagos to Quito. We arrived at the airport at Baltra several hours early. Shortly before the aircraft was to take off, many of the passengers confronted the ground crew at the gate. The passengers had received emails to indicate that the flight had been canceled. The ground crew were unaware. We waited in line for hours to find out about a flight the next day. We had to go back by bus, ferry and bus to Puerto Ayora to be registered into a hotel. We were told to wait a half hour for a bus to take us to dinner but it was over an hour. We ate dinner at 10 PM. The hotel they chose lost electricity before we went to bed. The whole operation was poorly managed. We lost an entire day. While waiting to take off on the revised flight the next morning, some passengers were offered compensation while others were not. We were not. I filed a complaint via email with the airline and they said that they were not prepared to provide any compensation.

✅ Trip Verified | Cusco to Lima. We were already warned for the fact that LATAMAirlines asks tourist to pay a higher rate for a domestic flight within Peru. When booking the flight on the English website, it was indicated that we could buy the second fare rate. I do not remember the 3 options (cheapest, a bit more expensive and highest rate), but indeed we saw that we were not able to book the cheapest flight as this is only for Peruvian nationals. After booking the flight and a happy check in at Cusco airport, a staff informed us about the fact that we booked a Peruvian fare ticket. I explained her the fact that we already knew. She showed us the Spanish webiste of Latam which is different from the English version. There it said that tourist can only buy the highest rate. This is not clear on the English website, besides that, the English website asks a few times for you nationality and passport number, so it could also have warned us. Which would be more customer friendly. After lengthy discussions, where staff even indicated that we are stupid and made a mistake, that was not a pleasant experience. We were able to not pay the fine of USD 177 (insane amount!) but the difference between the fares. She did not show us the calculation we just had to pay USD 121 in total. This is not a fair treatment as we already paid a higher fare for our tickets to Lima.

✅ Trip Verified | Frankfurt to Sao Paulo. What disappoints me is the up and down on LATAM service. Flight was late due to weather conditions, this is OK and your cannot complain against the airline. Boarding was really terrible, no Business Class priority, no Infants Priority - get everybody fast inside an Airport bus. Cabin Crew okay, but Flight Manager was the worst I have ever seen, so aggressive. On Board service below an acceptable standard, Dinner was cold, breakfast Omelette Cold! Arriving in Sao Paulo and over 300 passengers trying to catch a Airport bus to the Main Terminal.