from New Zealand - December 13, 2018
Flew Economy Class
LAN is now LATAM. My story is a long one involving LATAM changing flight times which created invalid layover times – yes, they do exist; cancelled flights; no access to a supervisor at the Help Centre; no assistance to change flight times, or dates, or offer a refund which one is allowed IF they change their flight times by a specific amount. In summary, I would not spend my money with LATAM under any circumstances and I would be very cautious of using an online travel agent (OTA).
from Australia - November 7, 2018
Flew Economy Class
I am writing this review in the hope that I can warn other travellers against traveling with LATAM. We are world travellers and fly very frequently and of all the airlines we have used in the world this was the worst experience we have ever had to endure. We have been waiting 2 months for the airline to help us after they completely ruined our trip to Buenos Aires but they have washed their hands of us. For a One World alliance airline they are a disgrace and it seems they have no idea what customer service is or how to deal with their clients when things go wrong. We have repeatedly chased them only to be lied to, ignored and fobbed off. We had a 4 day break in Buenos Aires booked. Our flight from Calama (Chile) to BA was due to connect in Santiago. The first leg of the flight was delayed. There were no announcements made in the airport but the time for boarding came and went so we approached the gate desk where there seemed to be confusion. One staff member told me that the flight was overweight and couldn’t leave. After waiting a little longer we saw LATAM staff walking around talking to passengers and collecting boarding passes from them. When I asked what was happening I was told that the flight was overbooked and that they needed 15 passengers to take a different flight before we could leave. This was then increased to 20 passengers when I asked again. Eventually once the LATAM ground staff had collected a handful of boarding cards (and presumably bumped those people to another flight) we boarded the plane. We arrived in Santiago late and with very little time to make our connection but we ran through the terminal and security and reached the gate just as our connecting flight was boarding (45 minutes before departure). However upon handing in our boarding cards we were told that we were not allowed to board the flight as LATAM would not be able to transfer our luggage onto the flight in time for departure and they have a policy that all passengers must fly with their baggage. There were no more flights to EZE (Buenos Aires main airport) so we would have to wait 2 hours and take a flight on a much smaller plane to the domestic airport on the other side of the city. We begrudgingly agreed (had no choice) and were given new boarding passes in row 6. I had to cancel the transfer we had arranged from the airport and arrange a late check in to our accommodation, neither of which went down well. Upon boarding the new flight we were told that our seats were no longer available and we had been reassigned to the back of the plane. Then to top it all when we arrived in Buenos Aires our baggage did not. We waited for over an hour at the LATAM luggage desk and were told that our bags had not left Santiago. They were unable to tell us when our bags would arrive or when they would be delivered to us but we had to give an address for delivery and be available to accept that delivery whenever it came. We were staying in an apartment without a reception so we had no choice but to stay indoors until our stuff arrived. We had nothing – no underwear, no soap, no clean clothes. We were given an email address to use to contact them for updates (which we tried several times only to be completely ignored). We spent our first miserable afternoon and evening indoors waiting for news. The next day we waited, watching our break disappear- unable to visit any of the sights or restaurants the city is famous for. Nothing. On the third day we waited again, the morning passed and then at around noon we received an email to ask if we were available to receive our bags. We responded immediately but then waited another 6 hours before our bags finally arrived. 3 days out 4 had been completely wasted and our trip was ruined. We have yet to receive any explanation or compensation. Every time we write to them they take 15 days to reply. They have tried to say that the flight was delayed due to climate issues (lie), that they delivered our baggage within 24 hours (lie) and basically they take no responsibility for anything. Please avoid this airline if you expect any kind of help, assistance or customer service. We will never use them again.
from United States - July 15, 2018
Flew Economy Class
On June 7th, 2018 I called the LATAM Customer service about my baggage allowance for a Flight to Bucaramanga, Colombia. I was told by the LATAM customer service representative that I was allowed 2 bags under 23kg, I mentioned that I was playing a Golf Tournament in Bucaramanga and I was going to take a luggage bag under 23kg and a golf bag under 23kg, the LATAM Customer representative confirmed that it was allowed. So, I got a huge surprise at Check-In in Miami when I was FORCED to pay $100 for the Golf Bag for being a sporting equipment bag, this is ridiculous since that it is not the case in other airlines and I bought the Airline Ticket under False Pretense!!! On my return flight from Bucaramanga, I got a bigger surprise, when I was charged a HIGHER fee this time, $119.27. WHY? Why do you have this thievery and discrepancies? This is wrong, that I bought an Airline Ticket under false pretenses!! Also, the food service was awful, the plane was dirty and it looked like it was poorly maintained. My seat on the return flight was loose, seat 13L. The only provide entertainment via an application and the seats have NO charge connections for the IPAD or Phone!!
from United States - July 15, 2018
Flew Economy Class
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.
from - April 26, 2018
Flew Business Class
Latam is not crediting my miles on my BA account every time I fly with them, even though my frequent flyer is on my ticket I have to call BA to get them credited. It is very annoying as I don’t have the same problem with other OneWorld airlines. Worst, on my last business flight from São Paulo to Barcelona I couldn’t get my miles credited at all, BA said it has been credited already in a different account even though my BA number is on the ticket!! They suggested me to contact Latam I did and they say the same thing, that it has been credited to my Latam account which I DONT HAVE and I DONT WANT ONE! The weird part is that my partner, who did a flight from Barcelona to Sao Paulo in different dates, had the SAME problem and he is AA frequent flyer, so LATAM is getting miles from OneWorld clients and given them to someone else!