LAN review by Benjamin

My family (wife and two-year-old daughter) and I flew from Sao Paulo, Brazil to Los Angeles, California in May. The flights themselves were fine, but when we arrived in LA we found that all our luggage was lost. Annoying, but relatively common. One of the items Latam lost was our carseat which was needed for us to drive home. Latam’s response “there’s nothing we can do.” Giving out loaner car seats in this situation is common practice at every other major airline. Latam’s “solution” was for me to drive around LA at 10pm to find an open store and purchase a new carseat (not sure what would’ve happened if my wife was traveling alone with our daughter?). All this added 4 hours to our travel time getting us home very late and with a very tired two-year-old. We were told by everyone we at Latam LAX that we would be reimbursed by Latam for the purchase price of the carseat we were forced to buy AND we would get all our property back. We received our luggage 4 days later, but no carseat (wrapped up with the carseat was a small, antique, wooden stool a family member gave our daughter which can not be replaced). We contacted Latam and they said it can’t be found and that the case was closed because we were already reimbursed for the purchase price of the carseat we were forced to buy (the price of the carseat we lost was MUCH higher than the one we bought in a panic). We have still not been reimbursed for our lost property and are just repeatedly being told they can’t do anything. Every step of this process has been horrible. From the staff at LAX to the call center staff to the email exchanges. Everyone has treated us like it is our fault they lost our property. I have repeatedly been told by the call center staff there is no supervisor or manager on duty (a blatant lie, there’s no such thing as a call center with no supervisors). This has been a horrible (and expensive) experience. I will NEVER fly with Latam again and suggest nobody does! If companies are judged by how they act when things do not go well, then Latam is the worst company I’ve ever dealt with.