LATAM Airlines / LAN Airlines
Reviews and Complaints

My flight from Montevideo, Uruguay, was to Miami, Florida, my final destination. I had to purchase a spot for my luggage, which I received in Miami (USA). My new Samsonite luggage had a lock. However, when I arrived in Miami, I discovered that the zipper had been deliberately broken, presumably to steal the contents of my luggage. When I opened my bag, I found it in complete disarray. Since the thieves did not find anything valuable, they dropped one of my shoes, which I had planned to wear for an important event. As a result, I was unable to use my special shoes. The flights were operated by Latam Airlines, specifically LA8017 and LA8190.

I immediately contacted Latam (there was no way to file a claim at Miami airport as they insisted everything had to be done online). I provided them with a video and pictures documenting the damage, including my shoe, the broken zipper on the luggage (which is now unusable), and the plane tickets. Their proposed solution was to provide a voucher for flying with Latam Airlines within one year, but the value offered was only 1/4 of the total damage, which is unacceptable and not in line with the Montreal Convention agreement.

After exchanging emails for 15 days, they continue to provide the same copy-and-paste response.

To whom it may concern;

On 6/18/23 I purchased an airfare NY-Lima-NY for $687.34 that allows a personal bag, a carry-on and 1 checked bag. These policies are also practiced by major USA airlines like AA, Delta, and Copa to name a few. My dissatisfaction started when I decided to purchase a 2nd check bag directly from Latam’s website. I was so confused by the conflicting information between and among Latam’s website, Latam’s live customer, and airport fees regarding the 2nd bag’s international fees to Peru. I was given 3 different fees; the website shows $45, live agents $100-150, and the airport fees $70. In addition, Latam stated a 40% saving is given for early purchases. However, not even the 40% discount policy is implemented by Latam. Finally, No one responded to which price is correct?.. I am attaching website pictures to this email to illustrate the above complaint. Latam cannot/did not explain this lack of transparency, or corrupted hidden cost with baggage fees. I am hoping the administrators can/should correct this ugly confusing situation that demonstrates a lack of seriousness.

We booked to fly with LATAM from London to Sao Paulo on the 27th of December. We checked in and boarded LA 8085 at 7:35pm and taxied at 8:35pm. The captain then informed us we would return to the gate area due to an engine issue. They initially said 20-30 minutes to fix the problem. We were finally updated at midnight to say that they were still working on the plane but at 1.25am the captain announced that the flight was cancelled due to technical difficulties.

Once back in the terminal and had collected our bags we were informed that we would have to wait for a bus to take us to the airport 5km from the airport. The buses a 12 seater arrived at 5:15am to take over 200 passengers to the hotel. We finally arrived in our rooms at 6:30am. The cancelled flight was rescheduled under a new flight number on the 28th of December as flight LA9515. I have logged a complaint on LATAM website for the delayed flight and have called each week now for 3 months. Nobody at any point has responded to say they will sort out my refund for the delay. They keep saying I will refer it to a manager, somebody will call you back in 6 hours. To date I have had no response or call. I have asked to speak to said supervisor and manager and they say that you cannot. First line customer service is appalling and follow up is not in existence. Last week when I called the service agent said the delay was due to the pandemic.

They took my daughters carry on because supposedly there was no room for her to take it on the plane. They claimed they would check it in but gave her no tag proving it was hers. It never reached the next airport. We have put in 2 different claims but thy always claim there is no claim #'s found. She is still in Brazil visiting and has no clothes as she only had the carry on. I want this carry on found now or money to buy all new clothes

Este reclamo en referente al link para pagar por una maleta adicional online y no hacerlo en el aeropuerto o por telefono porque sale mas caro.

Llevo casi 2 semanas tratando de pagar por la maleta y la pagina sigue rota. Es imposible hacer la compra, el servicio es pesimo y no te dan la oportunidad de hacer la compra por menos precio nunca. Es una mentira lo que anuncian.

ATT: Mr Roberto Alvo, CEO LATAM Airlines Group

Mr. Enrique Cueto, CEO of LATAM Airlines Group S.A.

Mr. Paulo Miranda, Chief Customer & Experience Officer



Gentlemen,

I read with great interest your airline’s commitment to a Code of Conduct; it appears that the main purpose of that Code is to ensure the maintenance of the highest level of ethical behavior when conducting your business. I am writing to you regarding an incident that I believe falls far outside that Code.

My husband and I were scheduled to fly business class from Miami, FL to Santiago, Chile on November 9th, 2022 on flight # LA505 at 8:35 pm. On the way to the airport I became ill due to cancer treatments that I am undergoing and had to stop for about an hour before continuing on to the airport. We arrived at the check-in counter about an hour and a half before our flight was scheduled to leave. (Please note that I had already checked in online several hours earlier). We provided our passports to the LATAM ticket agent only to be told after a couple of minutes that the “flight was closed” and we could not get on that flight. We were referred, back and forth, to three different lines and individuals trying to resolve the problem. Finally, we were told that because we weren’t at the check-in counter THREE HOURS before our flight was scheduled to leave, we were bumped off the flight. When trying to reschedule, we were told there was nothing available. The agents I spoke to were disrepectful, rude, most unhelpful and didn’t want to discuss it further! It appears someone needs to train your Miami staff so they act in a professional manner and understand the balance of policy with real-world situations on the ground.

I can’t tell you how devastated my husband and I were that we could not take this trip to the Falkland Islands. it was planned over a year ago and would have been a once in a lifetime experience (as I was told by my doctor that my cancer prognosis only affords me a 20% chance of living five more years). Not being able to proceed with the trip, needless to say, has caused me unnecessary emotional trauma and suffering; secondarily, the financial loss was considerable. I don’t see this as a very ethical way to treat your customers and it’s certainly a poor excuse for a business model. I would think that the fact you just emerged from Chapter 11 should give you greater impetus to provide the highest quality customer service. My only hope is that you implement changes so that this could never happen to someone again.

Sincerely,

Lori Rothstein

LATAM AIRLINES GROUP LA Flight Number 8070

LATAM AIRLINES BRASIL

Wednesday, 17 August - Thursday, 18 August

Departure: GRU SAO PAULO GUARULH, BRAZIL

11:50PM

Arrival: FRA FRANKFURT, GERMANY

4:40PM +1 day

I had the most uncomfortable and worst service on that journey.

Usually all wants and needs are fulfilled during these long journeys, water, alcohol, snacks, meal alternatives.

I was ignored when pressing the passenger request, I was told water or snacks would be brought to my chair and wasn't. The first meal I said I didn't like and no alternative was brought and it was placed in the bin.

I requested water and snacks never arrived.

Worst service I have ever seen. People were missed out on food runs. There were no apologies or ways to make up for it.

My contact details

Darren.[protected]@outlook.com

±[protected]

UK time zone.

I bought tickets from Latam for a flight to Toronto with a continued flight by Latam to Toronto June 19th.

Latam had issues with their aircraft and had Westjet continue the next flight.

The baggage was lost and Latam refuses to accept responsilbility

The ticket was purchased through Latam not Westjet.

I did come across the following online.

The first carrier and the last carrier are jointly and severally liable for baggage-related claims. The first carrier cannot insist that you claim damages from the last carrier. You should tell the first carrier that it must compensate you based on the following precedent:

Lukács v. WestJet, Decision No. 420-C-A-2014

I have a case number #[protected] that was filed in Latam site.

All the information has been provided to have 4 round tickets reimbursed to us. The flight was canceled by Latam - not by us. The case was open on 16 of January and after many return emails asking for more and more information, ALL has been sent to Latam. On 25 of February we were informed the reimbursement would be made in up to 30 days. Today is 14 of April and we have not received our money back. I called customer care center and they are not able to explain why it has not been paid yet. The case is in fact still opened - but no action from Latam.

Sandra Lays Gathas Carvalho

case #[protected]

- Multiple employees providing confrontational information - misinformation

- Serious lack of employees commitment.

- Information provided is not in line with the question.

- Too slow to answer questions by email. Mr Samuel Hoyos insist to provide totally wrong information and now is not answering emails.

- Multiple contact numbers provided by Latam website and employees are inaccurate.

Years ago I used Latam service and I promised to myself that never will use it again. After the first and last trip with Latam, I became member of a great airline from New Zealand. Unfortunately, due COVID, they cancelled connections to my destination. So I ended up having to contact Latam again with the hope that it has improved. Unbelievable to see that after many years your services not only still bad but got worse. Your company is centuries behind of many others airline companies. Please make a favour to yourself and to the world - review your employment process/managers and all company structure. I'd rather pay more and increase significantly my travel time than traveling with Latam.

April 2020 flights between Chile and Peru were all cancelled with the option to re-schedule or request a refund. Due to the current uncertainty as to when to go overseas from Australia, we have decided to request a refund. The cost was in AUD:
1._ Ticket 138, Tax 44.60 12.90 2 Seats 1.60 36.10 Tax 6.60
2._ Ticket 663 Tax 25.30 12.90 3 Seats 33.6 Tax 6.20
Latam has offered travel vouchers in USD as it follows:
41 18 9
This was for my husband tickets and seats. For my tickets and seats of the same value there has been no answer from Latam. The request was done on the 6 and 7 of December 2021. The expire date for a decision was the 31/12/2021.

I'm trying to proceed with a refund and get my money back since September, I don't know what to do more…

My case: [protected]

I bought a ticket in July, someway somehow the ticket wasn't issued (I noticed that in September), and your call center service told me that a refund will be done. Nothing happened so far and I'm too upset.

The amount: CAD $2588, 92

Hi,

I'm William Rios. I returned already from my flight to Peru. I want to let you know, my family and I are very dissatisfied with Latam because a horrible experience happens in the airport. We got to Jorge Chavez airport the day of our flight from Lima to Jauja, we already have been very tired from our previous flight from LA United States to Lima Peru, that day October 8 at 5am, three hour prior our boarding flight in the check in counter we found out that Latam sold our tickets to someone else (we had 4 sits) when I already had sits paid and confirmed then, the receptionist expect us to leave at the end of the 1 hour of discussion with only 3 sits available for us and 1 sit left having to leave not me but my 9 years old boy by himself to go to the next flight after 4 hours. That situation is really unbelievable, they made us wait until the end of the departure to see if is there a sit available for my son. "We got lucky" they said at the end because they found a sit available for my son. We traveled all in separated sits from each other, with very bad places at the end of the airplane, they never give us the one we bought initially. We didn't trust LATAM AIRLINES anymore, we didn't want to that happen again in our flight back from Jauja to Lima so we decided to pay for another tickets in a bus transportation. I expect my money back for all the bad experience we suffered in Latam service's hands and because we didn't end up using the full service in our way back to lima.

I really hope it's a good explanation for this to happen and not all the excuses that people who work in the counter give it to us.

Regards,

William Rios & Heidi Randolf
Passport No [protected] / [protected]

My wife and two children are flying from Lima to Cancun with LATAM and then from Cancun on to Calgary with West Jet.

I have tried unsuccessfully with LATAM to get the dog on boards as an Emotional Support Dog as my son has Diagnosed Autism and is a VERY anxious flyer. When I was denied that but offered a "paid" solution I phoned to book that and was told their was no way that would work since it was a CO Share.
The very nice people at West Jet have already booked my sons dog even though they do not have a specific policy for emotional support animals and have told me LATAM can see that the dog is booked!
So basically LATAM is forcing my son to abandoned his best friend!

Res Number YAQZVA
Ticket Number: [protected] 2429 8

Dear sir/ madam,

Hi there, I am utterly disappointed with my overall experience with LATAM and I am in desperate need of help. Yesterday, I was denied departure (?) . On the 9th of August, I had changed my ticket with you - from London UK to Lisbon, Portugal. I paid and extra £305 to be able to do make this change. Now, stranded in Brazil. You MUST help me. I need another ticket urgently as I have my life affairs in Europe.I now must travel to London - I am UNABLE to contact the airline - I was given a case number: [protected] 3(which is under review - I have urgency - I need to be spoken to now, so we can solve this problem and I get a flight ASAP)
My number: +[protected]
email: [protected]@yahoo.com
Since I have been denied to fly, I have been trying to contact Help Center without avail - The number I tried without luck: + [protected] - and I need you to act on my case. Otherwise I will find somebody else that will fight this for me.

Kind regards
Terezinha Janete Ryan

After purchasing tickets on Jun/13/2021 received the following e-mail:

From: LATAM.com
Sent: July 13, 2021 2:28 PM
To: heliojr.[protected]@outlook.com
Subject: Your ticket issuance is being processed.

Reservation code: GKYBEO
Important information
Your reservation and payment was made successfully, but anerror has occurred with the issuance of the ticket. Soon you will receive an email confirming that your ticketsare issued.

>

If you don't receive a confirmation e-mail in the next 48 hours, please contact us at our Contact Center or at the LATAM Office closest to you.

Thank you for choosing LATAM

Opened the support case number [protected] and never received an answer. I called LATAM more than 10 times and the support agents only say I need to wait from an e-mail from them.

I even sent my credit card statement as payment proofing and never get the tickets issued.

I received 2 travel voucher for my two unused tickets due to COVID-19. I just received an e-mail that one of my vouchers was used. I called LATAM and confirmed that it was used but will not be able to tell how and who purchased it. Instead I was told to use the help center and generate a request.
The gent said that was not able to tell me how was purchased and the e-mail has the ticket number

Your sistem wasn't working when I want to validate my milles . . I'm a very old customer & you guys doesnt want to admire was your sistem problem, & when I called they told me not to worry, as soon they fixed the sistem they will call me back, & no one did . . They keep saying my milles expired . . & also I still keeping the email you guys send me saying the expiration date . . & I did it 5 days prior the expiration . . You guys toke from me more than 13, 300 milles . . I just can believe after so many years myself, my family, friends I introduce to this company, I'm receiving this BAD SERVICE . . NEVER HAPPENED BEFORE !

I was flying from Forteleza to Brasilia. Seems that TSA and Stewardess and Stewards are the new bullies. Give someone's a little authority and how quickly they abuse it.

Short flight. Lots of constant announcements like 4-5 about Corinna masks and do exactly as we say we are experts type of propaganda. As we landed my back was bothering me as usual so after landing and the seatbelt sign was turned off I stood up in MY SEAT one foot slightly in the aisle.

This stewardess put her hands on me and said you must sit down until we call your row. I said no I am not comfortable she insisted.

I then asked a flight attendant why she was wearing two masks as there is no science behind it? She ignored me.

I then said, how interesting, you give someone a little power and how quick they abuse it.

She then coordinated with other attendants to disembark the passengers three (3) rows at a time. First three and the last three (3) rows.

We were roughly in the middle.

Again the bully stewardess told me get out of the aisle your blocking the aisle. I said all you have to do is ask and I will remove my half foot that is in aisle so you can pass or others can pass no worries ...but no one is passing now so what's your problem?

No care for any health condition but corona lol.

So this woman employee of Latam Airlines stood a couple rows in front of me...the emergency aisle... with her back to me in the aisle as if to block the entire aisle.

I thought was petty but whatever.

As they approached releasing our rows the "executive orders" changed from 3 rows to 2 rows.

I asked why the change I am confused it's like social distancing you and Latam say two meters, you and Latam say no middle seats yet the plane is filled near capacity, and entering plane there was no social distancing so confusing. And now you say 1m social distance. Amazing how you and Latam can make up fake science just like your double mask to show how great a citizen you are. Absurd.

Well she whispered something to another stewardess who now backed up to here as rows being vacated.

My tow came, i was compliant with all abusive commands excepts I would not sit anymore because of my two herniated discs in my back. But the only health concern on her mind was contona control.

I went to reach to get over head luggage and this abusive double masks stewardess turned about face and pushed into me BEFORE she said excuse me.

I immediately turned to face her to my left and said GET your hands off me that abuse. Don't touch me you abusive woman. And she continues like a halfback to tunnel past me.

WOW! She was intentionally trying to further instigate a problem so she would have more authority and rights to have an escalated confrontation.

I grabbed my things exited the plane claims abuse physically and abuse of authority. Stating if a Passenger had acted that way we would have been arrested.

I exited plane and the captain was there. I asked do you speak English?

He said yes.

I then said, your double masked stewardess is a [protected]@&H she laid her hands on me and was pushing past me and bullying me. If I had done that I would have been arrested, sickening how we give someone's little power and they abuse it. She is out of control, You need to get that woman under control that's abuse of power. I will he filing a formal complaint.

He looks a bit astonished and turned back into plane as I walked up the ramp.

Date of incident:2021-05-22
Reservation code: ZPFXBA
LATAM FLIGHT 2246 LIMA-IQUITOS MAY 23-2021

I use Latam often and am a resident of Peru. The website does not allow me to purchase my ticket online, forcing me to either book over the phone or to go to one of the Latam offices to book there. Both of these options charge a booking fee. I've checked several times with my credit card company and there simply is no issue on their end. This leads me to believe that Latam is purposely blocking credit cards from being used in order to force people into paying more by incurring booking fees over the phone or in person.

They have also very recently taken away the option to make the reservation online, receive a booking code and then have the option of paying at a bank. This was brought to my attention today 2021-05-22 when I tried to do this. This also seems to be another way of raising costs. IF YOU CAN'T PAY AT THE BANK, AND YOU CAN'T PAY ONLINE- THEN YOU HAVE NO CHOICE BUT TO BOOK OVER THE PHONE OR AT AN AGENCY.

I ended up going to a Latam agency in Lima and I insisted that I should not have to pay for booking fees considering that I was more than willing to book online with my credit card only to end up being rejected. The attendant said there was nothing she could do because the agencies and the website are somehow separate entities. I became very frustrated but eventually saw that the attendant also understood how much of a run-a-round Latam gives its customers, so from there I cooled down.

I also called Latam before going to the angency and the agent told me to make the reservation online, generate a code and then he would take care of it. The trouble is, since they've taken the "pay at the bank" option away, YOU NO LONGER ARER ABLE TO GENERATE A BOOKING CODE UNLESS YOU HAVE PAID FOR THE RESERVATION. I told the agent this and then said I would make a reservation online while speaking with him so that he could see what I meant. Once I got to the end of the booking where it tells you to put in your credit card, he was typing away saying "mhmm, mhmm". He then began to say some mumbled words and then hung up while he was talking, which was very clear that he purposely tried to fool me into thinking the call accidentally dropped, but no- I was young once and have worked at call centers and I know when someone hangs up compared to when the call accidentally drops.

Anyways, this is so frustrating the way they are treating their customers and something needs to be changed with the website allowing clients to make bookings online without being forced into calling or visiting in person and incurring unnecessary booking fees and unnecessarily long processing times

My booking online WITH a checked bag was $94.13 USD but with going to the agency it became $112.43 USD. Granted there isnt a big difference but certainly it is the principle
This needs to be rectified.