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.
from Australia - June 27, 2017
Service is dead and done in South America. Having arrived at the Juliaca (think Lake Titicaca) airport two and a half hours before our flight to Lima (at 6.30am) – a domestic flight, we find that we are ‘bumped’ off the flight! 12 people were refused entry to the flight due to over booking. Avianca (the airline responsible) had no reason for the ‘bumping’ just that it was full. We had paid for the flight 5 months before in Australia and had confirmed too. So we sit and wait for 4 hrs to be put on the only other flight out of there at approx 12.00pm on a Latam flight. BUT this was only to Cuzco where we had to collect our luggage and run to just get on another airlines flight to Lima. Why the rush? Well we have a connecting flight to Havana Cuba leaving at 4.15pm. We arrived in Lima and the Latam counter 15 minutes before the connecting flight was to leave and guess what – we were a NO SHOW! No amount of talkig or pleading would get us on to that flight! OK we thought but NO AGAIN. The Latam flight the next morning was full. And that was it. No help, no offer of accommodation, no compassion just a blank stare from a young child sitting behind a computer. We argued all the way up the
from Colombia - June 4, 2017
Call centres are a total joke. Calls are answered by an agent unable to perform any task but request your phone number and assure you someone will call within the hour. It never happens, when you call back and complain they ask for your number again and if you refuse because you now don’t believe them, they hang up. After many calls they managed to arrange a flight home for my wife without her husband and two children , then send us to the Latam shop to pay. So we tried to call Chile from Bogota hoping for better service. This time very nice lady gave us a booking reference for a flight for all four of us and sent us to pay. When we went the flight hadn’t been ticketed and agent couldn’t match the price quoted. Supervisor in Chile is still looking for his staff member to find out what happened. They are a disgrace to deal with. Traveling by ship from Sydney to Colombia would be quicker than getting this mob to rearrange a flight.
from United States - May 14, 2017
This was the worst travel experience of life I bought a ticket for a friend when We get to the boarding gate the officer realize that the ticket was not under his name we went to customer service at Miami airport the people who work there did not speak English and my friend did not speak Spanish he just wanted to change the name and paid the fee but they said that he has to call customer service because they did not do that and the plane was ready to leave you I had live because my plane was leaving so I left my friend to deal with this problem , finally customer service change his name for $300 and of course also his plane I where traveling from Miami to Arequipa Peru with connection in Lima so I lost my connection and no only my connection my entire flight Arequipa Miami because my friend does not speak Spanish . when I came back to Miami I File a complain but their answer was we can not give you information because the ticket was not under your name they never say sorry for the inconvenience that was the only think that I was waiting to hear I would never recommend LATAM Customer service
from Australia - April 26, 2017
This airline I will never travel on again. The service was non existent. Seemed like hours went by before we got food. It looked like a comedy act between the cabin crew. Nobody knew what they were doing. We watched the water bottle be shifted between food carts continually. I asked for a water, half a glass was poured…then the crew sat the glass back on the cart and was never seen again? Weird! Food terrible entertainment terrible. Couldn’t wait to leave this flight.