from South Africa - June 8, 2019
Flew Economy Class
A warning to those planning on using @LATAMAirlines for their #airtravel. My family and I made this mistake in December 2018 and are still regretting it 6 months later. Our luggage was mishandled and lost en route to #BuenosAires. Almost six months after a claim for delayed baggage compensation and more than three months after a legally binding settlement letter was received and agreed I have received no compensation.
What a #shameful #disgrace of an organisation. In an industry where efficiency and #CustomerService are paramount it is a surprise that @LATAMAirlines has survived. Do yourself a favour and entrust a different carrier with your trip!
from United States - May 10, 2019
Flew Economy Class
I just purchase 4 two-way tickets for my family to visit me on the LATAM website. After I finalized the purchased I realized that the return date was incorrect by a month. So, I immediately call them to rectify the problem. They said I would need to pay $200 dollars por ticket extra to get it fix. I asked why and they say it was due to availability and date changes. Interestingly enough, I already had opened another page on their website with the correct dates and the price of each ticket was actually $100 cheaper!!!
So, I told them to just cancel my purchase (which is free on the first 24 hrs), but I couldn’t do that neither, as they said that even though I bought the tickets one of the passenger need to do the cancelling. So, my 75 year-old father will need to call them to cancel this. I can believe they wanted to make $800 dollars to change tickets that were actually cheaper!! I purchased the new tickets and I asked my poor father to call. I will post again what happened with that.
from Ecuador - August 16, 2017
Worst experience ever. Flight cancelled and personnel completely unhelpful. I was told the only reason I could not get on earlier flight is because I had not checked in online. Our group got separated and the others who had checked in went on earlier flight. They were rushed on to plane so we kept their luggage and were guaranteed we would not be charged for it. Next day guess what. Charged for it!!! Asked to speak to supervisor. Who would not make an exception despite explaining everything. Then I was sent to stand in line in another place to pay the bag fee. This is the most unhelpful experience i have ever had. I will never fly LATAM again. Their attitude is completely not pro customer and they act like you are a bother. Add to that the incredible overburden of what seems to be a healthy dose of beaurocracy and you have LATAM. The absolute worse airline customer service I have experienced in Latin America.
from Australia - July 20, 2017
Very poor knowledge from customer service staff who told me I am not allowed to bring hot water for my 1 year old daughters bottles, a bottle of water or snacks for her!
Most unwelcoming check – in agents who looked and acted as if they didn’t want to be there. 2-3 hour flight delay only to be told flight had been CANCELLED. They arranged for an alternative to fly from Sydney – Brisbane – Auckland, New Zealand. They told us we must collect our baggage and check in all over again to go to Brisbane airport and a bus will take us to Sydneys domestic airport.
A big group of us passengers flying to Brisbane were unaccompanied desperately trying to find out where to go. We were setting off fire alarms and going through doors and hallways, finally finding out where to go!! We also had to delay another airlines flight so we can hop on that plane. Mind you I have my very restless 1 year old with me!
WORST EXPERIENCE WILL NOT FLY LATAM EVER OR RECCOMEND TO ANYONE.
from United States - July 1, 2017
Poor customer service, staff was not attentive during or after the flight, and did not help ensure that we got onto our connecting flights despite late flights due to aircraft problems.