LATAM Airlines / LAN Airlines

Consumer Reviews and Complaints

1. 

   LATAM Airlines / LAN Airlines Reviews & Complaints

   (2)

   Arrived at 0605 for 0840 flight. 3 of us with combined luggage weight of 31 kgs (all of 69), and heaviest person me, at 76Kgs, and hand luggage combined at 4.5kgs. all paper work in order, prepaid some 6 weeks ahead and confirmed. At 0735 hrs got to check in to be told no more seats. there were at least 2 dozen people still waiting. They had overbooked. No apology, inadequate compensation, well below US and European guidelines. Got a flight 14 hrs later. 2 days later in the Amazon get emails from travel agent as LAN had labelled us as ‘No Show’ and were going to cancel rest of trip, another 3 flights with LAN! Got over this, and managed to get home. Complained to LAN, and got an apology. Persisted with complaint and offered to pay my lunches for the day in Buenos aires, around a 100 dollars out of the almost 6000 dollars they charged me to ruin my holidays. Complaints department useless. Dealt with Jeannette Escalona, from customer relations. Should be renamed to ‘Customer complaints disposal’. She was inept, poorly communicative, and basically useless. Correction, probably very useful for LAN in getting rid of complaints at minimal cost. WILL NEVER FLY LAN AGAIN.

   By Cordia Engelmann

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2. 

   LATAM Airlines / LAN Airlines Reviews & Complaints

   (2)

   Below is the letter originally sent to United, who are saying that by “global agreement”, this needs to be directed to you, and ultimately compensated by you: November 20, 2019 To: Customer Service at United or Latam, or whoever is in charge of travel problems Re: Complaint regarding Passenger Alexander Uhls I am writing this to you regarding a serious problem with United and eventually Latam airlines specifically related to luggage. I had limited ability to communicate once in Bolivia, so my parents dealt with the problem from the US – but I now have all the details. This complaint not only involves the almost 4 day delay in retrieving the luggage, but the terrible experience in working through the problem with United and Latam personnel and the consequences that arose directly and indirectly because of it. Flight Info: Alexander Uhls: 11/1/19 – UA 121 Denver to Houston; UA 854 Houston to Lima; LA 2400 Lima to La Paz Booked through United (confirmation: LPBLA19453). Luggage tag #UA [protected]. Latam info: Reference #LPBLA19453 new tag number: #[protected] (another reference # [protected]) Day 1 : Luggage did not arrive with my flight. I reported missing in La Paz. Later learned that the luggage had been left behind in Houston, despite being checked through in Denver. 24 hours later, no luggage and find out it is still in Houston. No one at United has any idea: spoke to several personnel located in India, who simply look at computer and gave wrong information until I would push further. United person (Cortek) claimed it was Latam’s responsibility, even though in Houston. Eventually they reported that luggage was going on next flight to Lima, that night at around midnight. Never happened. Day 2 : Called and called this day, and assured by United it would get on flight to Lima this second day, flight 854. Said it was being treated as “priority” and being expedited by luggage people. Not to worry, plenty of time to get on plane. Called at end of day, and still in Houston. Spoke to “Gurbreet” after numerous calls to people who had no idea. Missed first flight out. Day 3: Luggage gets to Lima but speak to Latam (Raphael) who says United, who report having the luggage, didn’t release it to them to fly out. Everyone is blaming other people. At 10 AM they email United to do so immediately so they can send it on. Latam never hears back despite several attempts. Next flight to La Paz leaves without his luggage. Conversation with Andres Chanci, from Latam (baggage?) who says he is personally trying to get someone to obtain luggage. I call United and speak to “Kokab” who promises to look into it and call back, but of course never does. According to Latam (Andres and later Daniel Garcia in luggage), United doesn’t respond to their “SOS” as they called it. Day 4: Speak to United person named “Fariful”, who blames mistake on Latam airlines. Find out luggage gets to La Paz at about 2 AM. Latham notifies me that it will be delivered in morning, but by afternoon, it hasn’t arrived I make a trip to the airport, but unsuccessful in getting luggage. Luggage finally gets delivered at 5:30 PM – almost 4 full days after arrival. The reason I am asking for compensation, which United admits is appropriate from you: 1. Because I didn’t have my luggage, with all my gear, I was unable to take the guided trip/trek I was to make in Bolivia – the whole reason I traveled there. I was stuck in a town waiting for my luggage and had to cancel. Once the luggage arrived 4 days later, it was too late. 2. The country of Bolivia came under civil unrest and the day after I arrived, the US State Department declared it a Level 2 State of Emergency. As a result of the rioting, shops were closed, streets were barricaded, and it was very difficult and probably dangerous to purchase items to exist on until the luggage came. MORE serious was I could not get out of the city, which the State Department was recommending, because I did not have my luggage. This shows how negligence can lead to very serious consequences. With one day delay, I might have saved the trip – but 4 days ruined the whole itinerary. I believe that the State of Emergency was later raised to a level 3 or 4 while Inwas waiting there. Ironically, the delay in luggage had nothing to do with the unrest problem – that just made it harder for me to be without luggage. 3. The costs as a direct result of this were outstanding. Not only this flight to Bolivia being a waste, but because I couldn’t make the planned hiking trek, I had to fly from La Paz, to Santa Cruz, Bolivia, to Belo Horizonte, Brazil to Rio de Janeiro to get home! I also had to take many very expensive and unnecessary taxis to get to the airports. Because of the rioting, ground travel was impossible and the Embassy was urging Americans to get to airports and get out. All more difficult because I did not have my luggage! What am I expecting by writing to you? I believe it is fair to expect either a refund for my flight, or a full credit on an airline ticket. Because it is unlikely that I can fly with Latam any time soon, United said that you have the ability to make this happen on United or another American-based airline.. It was not only was a failed trip due to what happened, but it used up all the vacation time I had with my job – something more valuable than even the money. The confusion by personnel with United and Latam aggravated an already bad situation. I know this is very lengthly, but we kept a log and thought it was important to tell you details. The information online says that I will hear shortly from you, and gave advice where to go if I do not. But I don’t want to make this any more negative than it already is. I hope you respond soon and do the right thing. I am glad to furnish any necessary corroborating information on all of the above, but I am sure you can easily research this too. Thank you for your attention to this. Sincerely, Alexander Uhls alexander.[protected]@gmail.com or laura.[protected]@gmail.com.

   By Brittany Ciesco

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3. 

   LATAM Airlines / LAN Airlines Reviews & Complaints

   (2)

   Dear Latam Customer Service Team, I am writing to let you know about an unfortunate event that occurred which has given me a bad impression of your company. I wish to let you know about my experience so that I can somehow be recompensed and so that similar situations can be prevented in the future for the well-being of other customers. My flight on Saturday 30th March was from Santiago de Chile to Castro Chiloe. I attempted to check in online prior to my flight and was unable to do so because the website was down and failed to load multiple times, telling me to attempt later. At my arrival to the airport I went straight to security, as it was a domestic flight, and I explained my situation. The assistant diverted me to another agent, who diverted me to another and finally after 10 minutes of being diverted to different assistants, I found myself at the Latam desk where I was told I was too late for checkin and would not be allowed to board the flight. I was shocked by the lack of possibilities that I had been given, especially considering that the lamentable situation had been triggered by a fault of the company and was not of my own wrong doing. I was advised to buy another ticket, with no benefits from the company whatsoever, paying a considerably higher price for a route which was much less than desirable considering my final destination. The new route was to take me to Puerto Montt, and I would have to organise my own way to Castro by bus and ferry. This would take me the entire day and would be expensive. I took this option, although reluctantly, as I knew I would have been able to undertake my original plan had it not been for a more cooperative attitude from the staff and a more helpful policy from the company, and ultimately with a lack of faults of the website. As I was travelling for work, the costs and delay had a particularly high impact, for which, along with the negative experience, I would like to be recompensed. I would, this time, expect a proactive response to my complaint and I hope to this time be satisfied by the services of your company. Thank you in advance for your response, Blanca Valdes

   By Felica Pietschman

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4. 

   LATAM Airlines / LAN Airlines Reviews & Complaints

   (1)

   Dear LATAM, We are a family of five adults recently travelling in Peru and using LATAM to fly to various locations. You cancelled your flight numbered 2096 from Juliarca, Peru, to Lima, Peru, on Wednesday, July 19th, 2017. At this time, your airlines customer service at the counter and at the phone number of 51-[protected] which the attendants at the counter provided would not offer us new tickets or any other help to get to Lima to make our connecting flights. We were forced to take a bus to Arequipa, Peru, and we were given no other opportunity to get to Lima than to purchase new, very expensive tickets to Lima on LATAM flight number 2148. Our five original LATAM tickets to Lima from Juliarca were priced at US $228.75 each, or $1, 143.75 total, and our new tickets were priced at $305.16, or 1525.80. Please refund us the price of the unused Juliarca to Lima tickets for $1, 143.75 as we did not use these tickets because you cancelled the flight. You broke the contract with us, we honored your company by purchasing new tickets to continue our travels. Thank you, Trina L Goslin US Department of State, English Language Fellow Emerita Professor, University of Nevada, Reno, USA

   By Lilian Steinmiller

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5. 

   LATAM Airlines / LAN Airlines Reviews & Complaints

   (2)

   Dear Sir/Madam My name is Donna Nayler, I am writing to you in absolute disbelief as to my experience with your airline. I paid $2600 Australian dollars to travel to Brazil and return back to Australia. The flights were chosen to ensure I got their quickly and with minimal transit stop over time as I was traveling alone and the initial 35 hours was long enough. My flight over was ok. Every flight was delayed by an hour or so but I stayed on track for my arrival. I was happy. I am now extremely unhappy and writing to you as I am sill recovering emotionally and physically from the 66 hours to get back to Australia! Why? Because of Latam airline! I was due home on Saturday 21st and eventually arrived home on Monday 23rd . I lost income due to not making it back to my job on time. Let alone I can never get the time back I spent in transit crying and distressed. I was mentally stressed and have been unable to sleep due to my anxiety of the fact of time I had been traveling and unable to regain those hours and happiness I was feeling after a wonderful holiday. Which all thoughts were ruined due to my experience getting home. My initial flight was delayed at 1.30am on Friday 20th July. Your airline was already aware of this and never called me. I was told that I will miss all my connecting flights and was told I can fly out 2pm. I wasn’t happy but I had no choice. I’m taken to a hotel at 7am. Being made to feel like they were doing me a favor. No I should have been on a flight! I came back to the airport at 12.30pm, lined up and waited and again told my flight was delayed and I would miss all my connecting flights AGAIN! Still no call or email to inform me. So again I was told I would be taken to a hotel. The change over of staff had no idea I had done this already today. The same hotel I had just come from and would be flying out at 10.45pm. When I cried I was told this stuff happens. Not twice it doesn’t. I finally flew out of Salvador at 12.15pm as the plane is delayed again. Because I no longer have an itinerary and only one man in the airport can speak English. No one is willing to help me. I’m being ignored by ground staff like I don’t exist. I am unaware of the hours I have to wait in the connecting airports, what flights I’m on and when I will be home. My boarding passes had the wrong flight numbers on some and I was unable to find my flights on the screens in the airport. Struggling to ask for help due to the language barrier. I ended up in Argentina stamped into the country as I was unaware where I was and had to get the authorities to help me back onto the plane. I had accumulated an extra stop over on my return flight. My stop overs where disgustingly long. I had 6 hours in one and 13 in another. What the actual hell! On my way over I was 2-3 hours maximum. I would have NEVER booked with Latam Airlines if this was the case and paid my hard earned money for this treatment and service. It’s the worst experience I have ever had. I am still feeling unwell from it. The staff wouldn’t upgrade me and was flat out told no. On the second time when I complained I was promised I would be and I was not. I was sat up the front of the plane with crying children. I requested all window seats when I booked initially and on my way back this was not the case. I will never be flying Latam ever again. I’ve traveled all over the world and have for years and this is the worst experience of my life. I want a refund of my return trip as not once was I helped or made to feel like anyone was trying to help. Taking me to an airport hotel isn’t compensating. It’s admitting fault. Things happen but not this bad. 66 hours is torture and it felt that way. I was hysterical in the airport of Chile when I had been traveling 30 hours and had 36 more to go. I want 1300 to be returned to me as compensation. People wouldn’t even pay that for a 66 hour flight and I lost income due to not being able to get to work and then not being able to function due to the stress my mind and body has been under. I look forward to your response. Donna Nayler

   By Elisa Campbell

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6. 

   LATAM Airlines / LAN Airlines Reviews & Complaints

   (2)

   Dear Sir/Madam This email is in response to our claim Derek and Leslynne Miller as shown below [protected]@sita.aero> To: “[protected]@YAHOO.CA” Sent: Tue, Feb 6, 2018 at 9:53 AM Subject: Baggage Status Update File reference: MIA4M11058 Dear Customer This message is system generated automatically. Please do not reply to this e-mail. From: LAN ARGENTINA / Delayed Bag Record Created / Reference: MIA4M11058 / Name on Record: MILLER / Missing bags: 1 When our Luggage was checked In at Buenos Aires Airport we checked in three pieces of luggage with Latam baggage and boarding Agent. The order that the Agent took our luggage and were weighed and tagged was one large suitcase, then one small suitcase, then one large Suitcase. Which should have showed and indicated in Latam system in that order. The claim tags stuck on to our boarding pass upon arrival to Miami were only two claims tags showing only the first luggage and third luggage. How could that be? When our luggage were not weighed and tagged in that order. Why would the system not show the three pieces of luggage taken by your Latam agent. I somehow find it odd that a piece of luggage that was tagged in front of our eyes not create a security incident. Furthermore my name and address were on the suitcase. Your security cameras in the area, as well as an audit of the booking agent processing the suitcases would provide you the information you are purposely refusing to acknowledge. You must not be a party to the disappearance/theft.By viewing the cameras and auditing the agent you may able to stumble on a number of irregularities. Hope such is done forthwith. I believe that Latam did not try very hard to locate my suitcase because I did not have the baggage claim slip. Your poliicy is that if no claim tag was issued.Then the claim will be closed after five days .Therefore it poses no security threat to your airline or your airport its just a piece of luggage not being claimed. I acknowledge that I was remiss in not checking the claim slips but that does not release Latam of the responsibility, hence all three luggage claims should be in your system and should pose a security threat which should arise from an unclaimed baggage in time of heightened security and Latam should make restitution. I await a response from your Office and a revolve to our lost luggage. Derek and Leslynne Miller

   By Lawrence Widerski

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7. 

   LATAM Airlines / LAN Airlines Reviews & Complaints

   (2)

   El 19 de mayo viaje desde Los Angeles hasta Buenos Aires con escala en Peru en el vuelo LA 601. Cuando llegue a Peru me dieron la noticia de que habia 5 horas de retraso. Si yo viajo es por trabajo, vacaciones o emergencia. En este caso fue vacaciones. NO TIENEN DERECHO A ARRUINARLE LAS VACACIONES A NADIE. Cuando llegue a Buenos Aires agotada de viajar tantas horas me di cuenta que me valija estaba rota. El 2 de junio volvi desde Buenos Aires con escala a Peru en el vuelo LA 2476 .En ezeiza tuve que esperar en la cola mas de dos horas de reloj porque no tenian personal o seguian de paro. Cuando finalmente subi al avion y viaje a Peru una de las azafatas cantaba canciones obscenas refiriendose al tamano del pene de un hombre. COMO PUEDEN TENER GENTE TRABAJANDO QUE SEA TAN POCO PROFESIONAL, IRRESPETUOSA E INMADURA. Mi pregunta es quien va a responder a las negligencias de la Aerolinea? la falta de respeto al consumidor y a las personas. Yo tengo derechos como consumidor y necesito que la Aerolinea responda

   By Ngoc Zody

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8. 

   LATAM Airlines / LAN Airlines Reviews & Complaints

   (1)

   Extremely disappointed in the service from Latam Airlines. We had missed check in by a few minutes, the check in staff refused to assist us! There was still about an hour before the plane was due to depart from Auckland to Sydney. They could have easily assisted with getting my Mom to the plane before departure time, but just refused with no further reasoning. As a result she missed her connecting flight from Sydney to Johannesburg and a new ticket had to be bought for her. I do understand that she was a few minutes late for check in, however there was still more than enough time to let her through. The staff was incredibly rude and point blank refused to even try assist! I would never recommend this airline to anyone!

   By Lynell Aliff

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9. 

   LATAM Airlines / LAN Airlines Reviews & Complaints

   (2)

   Flight personnel tried to get the hand carry to store at the middle of the cabin, from seat number 1L/1K, due to overload hand carry of other passengers. We were forced to remove the purse containing cash USD9, 600.00 and documents. Which later on we discovered was left on the seat. We reported it immediately to the ground LATAM crew but was ignored

   By Lacy Petty

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10. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

    (1)

    Flying from Trujillo to Lima – booked my ticket, clearly advertised $15 for the checked bag. I tried three times to book, there was never an option to include the bag. I assumed you pay at the airport. Get to the airport and now they want to charge me $25. I explain that there was no option to purchase luggage online. The counter assistant informs me that it is impossible to make any exception and I should have used other options for purchasing the ticket such as phoning. Now they are threatening me with the police if I don”t remove the completely empty and open Suitcase (it barely had anything in it as I had just transported chrismas gifts over to Peru for a chocolatada for kids here living in poverty.) What kind of way is this to treat passengers

    By Julio Prunier

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11. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

    (1)

    For the last couple days I have been trying to get a straight answer from LATAM regarding my request. I have a ticket from Miami to Rio de Janeiro on October 2, 2018. In this interim, my mother got hospitalized and I requested to change my ticket as soon as possible. I called LATAM in the US, and Brazil and they both told me I have to make a written complaint to Fale Conosco (which I did). I sent an affidavit from her doctor explaining the situation and asking for my presence as soon as possible. This was done yesterday around 1PM EST. Today, almost 24 hours later nobody at LATAM knows what is going on and one person told me that I might have to wait for up to 5 days to get an answer! This is absurd! This is a serious issue and I can’t get resolve soon enough. I sent them a note through the e-mail LATAM gave it to me, saying that I need an answer no later than noon. After that I hope they have the decency to cancel my flight and reimburse me for the ticket. I understand that the ticket is not reimbursable but this is a special circumstance. I am not planning to go to Rio to go to the beach! So far terrible customer service!

    By Adelina Sobczyk

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12. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

    (2)

    Good evening, I have just returned from Santiago on your flight from Santiago at 20.55 the flight was IB 7322 to Madrid on 19/11/2017The aeroplane was very comfortable but the food you offered was terrible. It was over cooked and presented worse than any airline I have been with in 50 years. I was asked if I wanted a drink and I said I would like orange juice and a coffee the attendant said orange juice or coffee. She had a terrible attitude and was polite to the Spanish speaking man but off hand with me. I cannot believe that we were only offered a drink with our meal and not otherwise. When I went to the galley for some water I was ignored until I said excuse me and then only one person even bothered to look my way. I was grudgingly given half a glass of water. I think some training in customer care is required and as I trained people in the hospitality industry all my working life I know what I am talking about. I hope you will have the decency to acknowledge this message, I look forward to getting your response. Kind regards, Margaret Lexton.

    By Annamaria Ganoung

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13. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

    (2)

    Hello, I am contacting you because we got our flight cancelled on Wednesday March 21st because of the snow storm in New York. (Airline Confirmation Numbers LATAM Airlines: YZLNOW, last name PRUNIERES) LATAM was unable to find us another flight before Sunday 25th of March : 4 days later. – We stayed awake until 2:30 am to find another flight – The first available flight was 4 days after – Which forced us to move and change all of our schedule – Hotel reservations were non refundable – We had to ask for more days off – I will miss important meeting at work – A friend of mine coming from Australia was waiting for us and has to spend 4 days alone – He had to move his internal flight with LATAM on his own cost We want a compensation for all the trouble (emotionally, professionally) and costs associated.

    By Shanae Mcguffin

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14. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

    (1)

    Hello, I booked my ticket from Johannesburg to Bogota with a stop in Sao Paulo departure on the 26th of October. My booking reservation number is CQVIFR. The total was 870.93 euros. The original itinerary was a departure on friday 26th of October at 11:05 am arriving in Bogota on the 27th of October at 10am. It was a night at the airport of Sao Paulo where I booked an hotel that I payed for nothing. On the day of the departure on the 26th of October, 4 hours before the flight I received an email saying that the flight to Sao Paulo (LA8163) was cancelled. No explanation was given. I then contacted the office to book another flight the only proposition was a flight on the 27th of October departure at 8.45am flight number LA 9451 arriving at 7pm of the same day with one hour stop in Sao Paulo. So this flight was making me lose one day off that I put for work (friday) and making me lose a day in Bogota. Unfortunately this is not the end of this nightmare but only the beginning. The flight LA 9451 departured one and a half hours after scheduled we arrived at destination 2 hours after the time planned. So our flight to Bogota already left. The desk proposed us to take a flight at night with one stop in Santiago de Chile and then arriving in Bogota at 7am on the 28th of October. We discussed with them and told them that with all that have happen we wanted a direct flight to Bogota (what we paid for originally), then told us that they will put us on the flight at 6.50am from Sao Paulo to Bogota with Avianca on the 28th of October. This transfer to Avianca was confirmed twice by Latam agents. We stayed 5 hours at the airport on the 27th of October waiting for our luggage, the reservation of an hotel and the confirmation from Avianca. After 5 hours waiting with a terrible service being moved from a person to another we finally left to the hotel at 9pm because our flight was at 6.50am the next day. On the 28th of October we arrived at 4.30am at the airport to take our Avianca flight back to Bogota. Imagine our surprise when at the counter they told us that they were never contacted by Latam and that we have no ticket. Avianca tried to contact Latam but they never answered. We then couldn’t get on this plane, we went to see Latam who told us that they was an issue in the system, of course still no apologize for all this mess. Then they put us in the flight LA 800 departure from Sao Paulo at 2.55pm arriving at 7.10 pm. We asked to have a financial compensation with all the trouble we went through and to at least be put in business class for the flight from Sao Paulo to Bogota… and they said that they were not habilitated to do that and that we had to ask only on the form. To summarize, my flight was cancelled, then the new flight was delayed so I missed my connexion, then the new flight I was supposed to take Latam never put me on this flight… I have lost two days of vacation, I put a day of on the 26th of October for nothing, and the service was terrible I had to do everything by myself… And even after all that they didn’t want to put us in Business Class. Let me tell you, I am a journalist in french, and I travel a lot, I have never seen that… So unprofessional. What I am expecting from you is that looking at all that happened to me and that I have lost two days of holidays I am asking for: – the reimbursement of my hotel in Sao Paulo on the 26th of October (36 euros), – the reimbursement of my ticket at least 70% (2 days lost, one flight cancelled) it represent 609, 65 euros. Know that if the compensation is not enough I will right an article on my paper, my website and all of the social media and believe I know who to us them very well. I think you will understand that what happened to me is incredible and not profesional and that it is a necessity that you do something and quickly. Thank you

    By Valencia Carlberg

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15. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

    (1)

    Hi I was flying on Latam Airlines last month from Melbourne to Santiago the Chille . Than I should get following flight to Lima. But flight was canceled due some strikes. I had to wait on the aierport for more than 9 hours to get new connection flight to Lima. It was so stressful with no much information, no hotel and just waiting. Due to late arrival to Lima I had to buy new transfere to the hotel in Lima, and I lost 1 night in my hotel in Lima, which si payed. I m seeking my compensation for the transfere which I had to pay twice plus the hotel stay which I miss due the late arrival. Please let me know . Kind regards Val Douskova

    By Nancie Riccio

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16. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

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    I am a Muslim man, my religion prohibits me from eating certain foods. I am only allowed to eat foods that are halal certified. When booking my ticket I specifically chose the halal meals option hoping to eat something to eat during my travels(which was very long- Johannesburg to Argentina) The flight attendants never knew what I was talking about when I asked for the meals which I PAID FOR! This is just rediculous! I was forced to only have coffee and some snacks I had in my hand luggage! This is unacceptable. What I want to recompense me for my hardships during my flight to Argentina from Johannesburg is an upgrade in my seat, I want to be moved to first class as this is the least you guys can do for my terrible experience. Kind regards, an unhappy customer

    By Jennell Handelsman

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17. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

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    I am unable to book a special meal (vegetarian) from Lima – sao paulo – lima.. They say that this service is not offered for flights of 6 hours or less when the website they say it can be booked for flights longer than 3.5 hours. Lima – santiago has the option to book and also serves vegetarian food as an option. I am very disappointed with the service being offered by Latam. I am flying business class and on the way to Sao paulo there were only 8 of us on the flight and they only offered one drink and didnt even collect the glasses – which crashed to the floor on landing..

    By Shawanna Less

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18. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

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    I am writing to share with you a recently experienced a terrible problem in my last flight on your airlines. When I entered to the plane the flight attendant yelled at me because I had a big carry on bag. Then we were sitting on the plane for three hours before it took off. Besides we did not get any lunch on the flight only some potato chips and to complete my bad experience your employees lost my suitcase and nobody could find it for a week.Your airline used to have a good service but currently my opinion has change. For that reason I request you to give me a refund. I advice you to take more control of your airline service in order to improve the customer service.

    By Onie Benzschawel

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19. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

    (1)

    I bought airline tickets in Lan chile, Miami. I received my FIA statement and there was a charge of 3% of the value of my 2 tickets. I asked why, I bought them in Miami, not outside the country and there was no foreign exchange, it was paid in dollars. I said I expect it when I am abroad and I do shopping in foreign currency. Tehy insisted that this is the foreign transaction fee imposed because LAN Airlines has laiason in other countries. They charged me $ 45.00 and there was no way to reconsider the charge. They say it “is in my contract”. This is a ripp off. I always pay on time, I use it heavily, but this is unfair and will stop using it from now on. They find a way to charge you somehow…

    By Alvera Montfort

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20. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

    (1)

    I came back today for a round trip to Mendoza Argentina. We all know that rules are necessary but that we need a clever person to know how to apply them. On my way to Mendoza from New York, we took 2 carryon bags with no problem. In Mendoza on the way back an agent I believe Raul Salinas took on himself to apply the rules. As a result, I (85 yo) was left without medications and many of the necessary things for the trip. According to him, the two carry on bags were outside the limit for 1″. As a result, they were sent as baggage. No person (police) with more than 2 neurons will give a ticket to a driver because was driving at 31 miles in a 30 miles limit speed. I and the rest of my group, 5 in total, suffered during the trip because of the lack of judgment by this arrogant agent. LATAM is a good company but, because agents like this one make a great trip a calamity

    By Letty Sabo

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21. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

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    I have 2 reservation numbers since last evening: SILUWV for William ZMHCGE for Cristina I have entered credit card number multiple times and website is not working for payment. I call the contact center and am told they can book the same for a higher price???? I just want to pay the price LATAM quoted when they gave the reservation numbers. Please Help ! Thank You, William McKenzie [protected]@yahoo.com cell number [protected]

    By Tashina Paradee

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22. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

    (2)

    I have been trying to use my LATAM km (100, 000km which are expiring tomorrow) for 2 months now. Customer service is absolutely horrendous. I have called the contact center countless times and lodged countless tickets. Each time all I get is an email saying LATAM tried to call me – but I have never had a single missed call! So I call again and give the ticket number – and I get a unhelpful, inconclusive answer. Sometimes it is “yes there is availability but we are not able to book it. Someone will ring you back in the next 5 minutes to do this” (no-one ever does). Sometimes it”s “We will check for you and get back to you in the next day” (no-one ever does). The quality of the connection is terrible too I can never hear clearly what the rep is saying, and their English is generally not very good. You don”t get this with any other oneworld airline.. wherever they are located. I don”t understand as well why each time you get a different customer service rep – why can”t one person be assigned the ticket and actually just help until it is resolved? I thought airline alliances were meant to be helpful? Bottom line is my points are just going to disappear (60, 000 already expiry earlier this year because of this exact same problem) and LATAM does not care in the least even after years of loyalty.

    By Carmine Eva

    Reply
23. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

    (1)

    I have received terrible customer service. This is unacceptable. I was guaranteed a reimbursement for my travel to and from home from JFK after a completely mishandled night of customer service. My flight was supposed to leave on January 5 at 10:30 PM AV531. We were kept at the airport without any information until 5:30 AM in the morning. We were not informed if there was a plane, a flight, and we weren’t offered any services. The attendants didn’t have any means to update us on what was going on and didn’t allow us to leave. At 5:30 in the morning, we were informed that the flight had been canceled. Because people we’re outraged, someone came in and took control. They couldn’t inform us when the next flight would be and couldn’t offer a hotel because they were all booked. Instead, they told us that we could return back home or visit friends while we awaited information on the next flight. I decided to go home only on the condition that I was reassured and guaranteed that the airline would reimburse me for my expensive travel. After traveling an hour home, I was informed two hours later that the flight had been rescheduled for 3. I took another expensive cab back to the airport. At the airport, no one was at the checking gate. When the attendants arrived they had no means to organize and prioritize passengers whose flights were leaving promptly. We spent an hour waiting for them to create a system. When I tried to get a refund at the desk, they informed me that attendants in the gate would aid me. When I got to the gate, the attendant told me I had to do that at check in. When I asked if I could do it afterwards, they reassured me that I would be able to get my reimbursement. My reimbursement request has been denied and I have been fighting via email with the airline for over a month! I have been unable to connect to a person and get the reimbursement I was promised. Claim 8622211 – ticket 8409674: LA531 at JFK to Lima Completely horrendous customer service and terrible organization!

    By Georgina Suehs

    Reply
24. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

    (1)

    I Judith Zimermann flew on Sunday, March 4th, 2018from Miami Fl to Santiago, Chile on Latam flight # 501 Upon arrival I went to pick up my luggage and to my big surprise I found one of my suitcases completely open (zipper ripped/broken) my stuff was hanging out /falling around as they went around on the carousel, all these resulting in a very expensive fox fur jacket and some baby”s gifts that I was carrying soaked with some kind of bad smell chemical fluid/ solution I should mention that two big chocolate packages and an unopened Women”s Eternity perfume, 100 Ml were missing as well. Because of the damages committed by Latam”s employees I am asking hereby for a compensation for the following: Latam employees destroyed my luggage completely, thus I am asking for US $ 150 to purchase a luggage of equal value. The liquid spilled throughout the above mentioned Items was so strong that I had to send the fur jacket to the cleaners and coasted me almost two hundred dollars to clean, not mentioning that the gifts were completely lost due to the chemical spilled and being babies items was pretty dangerous to be given to… thus I am requesting US$400 in reimbursement to be able to replace was not only damaged, but stolen. Attached you can find receipt of the costs mentioned and pictures as well. Thank you for your prompt response and looking forward to fix the issue as soon as possible Judith Zimermann [protected]@yahoo.com [protected]

    By Fran Kager

    Reply
25. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

    (2)

    I need help getting the money charged to my credit card account and have rejected the refund and have not given me new tickets. They owe me $2, 229 for three tickets at $748.03 each. On July 11, 2019, I purchased tickets. I called on October 29, 2019, to get my flight changed. I received an email with a case number, #[protected]. I still had not received a phone call about rescheduling my flight by November 7, 2019. On November 7 I asked for a refund. They told me it would take up to 20 days to refund the money. On November 21, 2019, Latam airlines emailed me saying my request for a refund was rejected. According to agent Andrew Josephina and his supervising agent Gapol Leon, the information was input incorrectly by Latam and it was somehow duplicated. They owe me $2, 229 for three tickets at $748.03 each. Agent Andrew Josephina created a new case #[protected]. Angela Bennett [protected]

    By Joannie Neigenfind

    Reply
26. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

    (1)

    I purchases 2 tickets online on latam web.AT the end the computer ask for a emergency contact.AFter i paid i print the 2 tickets there was a computer error, the second ticket came with a wrong name.I call the same our and the costumer said i see you just purchase, i will help you 24 hours and will be fix.they never fix.someone call me from latam and said we will not help you because is more them 1 letter.and if you want to buy again for your child will be 4.600 us dollars.i told her give my money back.Gess what.since 4/6/17.i am still waithing for my money.THey are send me wrong emmails .I have to find a good lawyer and sue latam airlines.FOR NIGLIGENCE AND LYING TO COSTUMERS JUST TO GET THEIR MONEY. Sandra DAsilva

    By Lorean Paripovich

    Reply
27. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

    (2)

    I received a voucher for $100 and my bank details were requested by Bryan Agudelo G. I provided this information on the 7th of August but NO ONE has responded to me. I received extremely poor and rude service from your airline when I was denied boarding on the 21st of June 2019 and this service I have received for my complaint is just as bad. I want this $100 paid so I can finally stop dealing with the incompetence of LATAM. This is the poorest service I have ever received and I WILL NOT recommend this airline to anybody in future. I WANT ANSWERS!!!

    By Alycia Sirnio

    Reply
28. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

    (1)

    I remember when LAN CHILE (the original name) was a luxury airline and nobody knew it existed which was o.k.for us Chileans, they were so picky about hiring their personnel, only the most educated, bilingual, real professionals were hired but all that changed when they fell for the globalism bull = lower wages = more profits for LAN. Now they hire primitives from Peru, Colombia, Cubans and Argies. My last trip from the U.S. to Santiago was a nightmare both ways. First, you have to deal with primitives from Peru at the check-in counter. Those people take forever to check you in and can’t help to think they are stealing your identity. The woman who checked me in Evelyn who refused to give me her last name, changed my seat without asking me. Then you have to deal with the crew who can barely speak English, one Argie TOLD ME “you are taking 2 cups, just take 1”, they were plastic cups stuck together. The pilot should learn English and in the meantime they should have a script to avoid mumbling something and not finishing the sentences. Then you have to put up with screaming brats for 13hrs non stop while the flight “attendants” do nothing. There was a couple of Argies with a screaming brat who started screaming at the airport, we complained to the flight “attendants” who just smiled like ###s. I asked one of them if LAN trained them for such a situation and she smiled. I wonder how they would react if something really serious happened during a flight.The bathrooms stink because of the constant changing of diapers.

    By Lavern Stanke

    Reply
29. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

    (2)

    I send a complaint to the company with 2 delayed flights, 2 connections lost and 3 days more on travel (16/12/17 and 07/01/18) during my travel from Antananarivo to Santiago and return. All the problems are from Latam flight. I send them now the 15/01/2018 a complaint to request refund and repair, as they engaged themselves by giving us a document with proposals of repair. Now the Latam company give me an automatic response of apologies without any offer of refund to cost hotels and restaurant and even less compensation. The customer service of this company seems a joke (very bad one really). Christophe Poupard

    By Deena Seiffert

    Reply
30. 

    LATAM Airlines / LAN Airlines Reviews & Complaints

    (1)

    I took you flight yesterday from Sao Paulo to Miami fell asleep to wake up to bits to acting all over my body I”m going to a dermatologist to see what this is I”m very upset on this I been itching and bites all over my body since I landed this is very discouraging to take a flight and to get home to be itching and biting all over from a airplane I have more.pictures won”t let me upload

    By Carri Shyu

    Reply