LATAM Airlines / LAN Airlines
Reviews and Complaints

We were scheduled to travel to Ecuador on Saturday, May 1, 2021. HOWEVER, on April 23, 2021.

Ecuador went into a countrywide lockdown on Friday, April 23, which meant that we would be unable to travel to Ecuador due to the lockdowns.

LATAM will ONLY REFUND $26 of a $58 ticket - keeping 70% of the cost of the ticket.

NOT OUR FAULT for lockdown of a country but it IS the fault of the airline for keeping 70% of our money. There are 4 people on the reservation. They will not refund on the entire reservation, they require it be done by each person on the reservation and then any refunded money does not go back to the credit card, it must go to my bank requiring me to hand over my bank account.

Again, NOT my fault that Ecuador went into a countrywide lockdown due to COVID.

I am furious with the lack of customer service. I have booked flights for the third time for my friend and her son. I called on the 6th of Febuary 2020 and requested a full refund as these flights cannot be completed due to the covid19. I received a case number on 07/02/2020 ([protected]) and then incorrect voucher numbers (previous refunds). I have just wasted 1 hour and 10 minutes on the phone and now I am only being offered a refund for taxes. Can I please have a response from someone with some authority and a brain cell.

Regards

I had booked a return flight with check in luggage included. However, upon changing the date of my return flight under the same conditions, the check-in luggage disappeared from the view under the booking in my Latam account online. To avoid problems at the airport, I paid for one extra check in luggage, which didn't show up in my booking either. Concerned, I called the Call Center, and they told me they could see both the luggage included in the fare plus the one I had purchased additionally a few minutes prior to calling. I told them that my refreshed booking still said 'zero check in luggage'. They insisted I had 2 suitcases, but refused to refund the additional one, which I didn't need and I had only purchased because the original one included in the fare was not visible to me. The person on the phone told me their colleagues at the airport could return the second suitcase, as I was only checking in the one included in the tariff. At the airport, Latam staff told me this was not possible and the person on the phone should have returned the cost of the 2nd check in luggage to my credit card. I made the flight with one suitcase and paid for an extra unused one, which Latam is refusing to return insisting that 'it had been used', even though I have a fare with one suitcase (a PDF confirmation) plus a purchase receipt for the extra, 'unused' suitcase. Basically, Latam owes me USD 50 for a service not used that they are refusing to return and that is absolutely unacceptable.

I have been on the phone with your airline since 8am it is now 12pm and my issue has not been resolved as yet. This is by far the MOST FRUSTRATING EXPERIENCE dealing with an airline jus to get something fixed.
I have now spoken to 3 agents - all asking me for my number incase we get disconnected and NONE have called me back ! I AM FRUSTRATED and I am STILL trying to get my flight time changed but your equipment issues keep preventing your agents

I bought my flight for December 26th, 2020, from Newark NJ USA to Lima Peru. With a connection stop, in Mexico with the airline LATAM. Meaning from Newark to Mexico and then from Mexico to Peru. I arrived in Mexico at 1:20 pm, with untied airlines from this stop I was supposed to get on the connection flight of LATAM airlines at 4:30 pm to Lima. At the moment that I arrive at the counter to check-in, this is when the assistant had told me that the flight had already left. At this moment I had asked how it was possible when the flight was supposed to depart at 4:30 pm and it was still 1:20 pm. With this, the assistant had replied that I had to wait another day to take a flight to Peru. After arguing and trying to get a flight in which I had a right since I paid for the ticket protection. They finally gave me a connection flight to Brazil and then to Peru. Which I had arrived the next day on the 27th. With this issue in which made me waste my money and time, I am filling in this complaint. As well I would like to mention that all the attendants and assistants from the airline LATAM were disrespectful, rude, and non-helpful in the situation. In this, I will also attach the original flight time and the schedule that was supposed to occur but did not. It was the worst flight and airline I have ever experienced. Lastly I want to say the worst part was being in a place with no one to help, being exposed to the danger of COVID and being stuck in a place with no sercuity or family. SO with this I want to make clear this airline is the worst and I would never recommend it to anyone.

Latam have provided the worst customer service I've ever experienced. I'm absolutely disgusted and frustrated. My flight was cancelled and I was not told. The website has been incorrect for months, I've emailed and been told my flight was fine but the website stayed incorrect and I couldn't amend anything. I spent weeks trying to call to check the status as I am aware there might be changes. I tried to call the Contact Center, but no one picks up in English. I was on hold for hours and hours on the English line and no one picked. I called the Portuguese line and people answered. I speak a little Portuguese but if I didn't how the hell would I get any support or know that my flight was cancelled. A week before my flight and they said everything was fine, the man said he would email a confirmation, he didn't. Then I tried to check in 72 hours before my flight, the website wasn't working. I called again in Portuguese and they then told me the flight was cancelled which I would have had no way of knowing if I didn't speak a bit of Portuguese.
They helped me change the flight which was good. However I then checked in online and bought an upgraded seat, the payment was taken from me and a receipt emailed, but my seat has not changed on the website or my ticket. So they have stolen money from me and not delivered their part of the service. I tried to call again to sort it, I had to call the Portuguese line again as no one answers in English, and he told me to call back the English or Spanish and wouldn't help me. I explained there was no one on the English line but he wouldn't help me.
How am I supposed to sort this problem?
It's the worst experience I've ever had with a flight and I want compensation for my experience, I need a refund of the stolen money and someone from Latam to actually respond and fix the problems!

My name is Juan Eusebio Campos, I had my tickets set up to leave Peru with my family on January 16, 2020.
On January 15, 2020 I'd called your Customer Service and asked the question for a price of an additional luggage ( we already had 2 luggages per person, me, my wife and the child, total of 6 luggages). I talked to Charla Sharma at 1-866 435 9526, help center, she made me wait for few long minutes because she was asking somebody higher than her, then she came back and told me, I can't purchase this online, so it had to be done at the Jorge Chavez Airport. So I asked for the price, then she said $150.00.
I thought it was fear to paid that amount since we already had 6 luggages already with us.
On 16 January we were doing our check-in, and they told me that I had to pay $236.00 for the extra luggage, I told them what I was told the day before by the Help Center, but they didn't want to hear me. Since we already had some necessary items that we had dispersed in different luggages, I was obligated to paid the whole $236.00 that it was not in the plans. So, please check into this situation and try to fix the problem. It seems to me that the Help Center is not syncronized with the Airport counters.
our flight number was 2392, from Lima to Bogota
The airline confirmation was: WNEBTL.
Thank you,
Juan E. Campos
email: [protected]@yahoo.com
Attached is the booking sheet with the receipt payment made at the airport.

My husband and I were traveling to Easter Island on Latam Air 844, January 24, 2020 departing IPC at 11:55 am. We are from the United States and do not speak Spanish (although we try our best). We arrived to check in at the airport and a badged airport employee (not a Latam employee) stopped us, pointed at a sign saying you needed certain documents to fly to Easter Island. He spoke only Spanish and he insisted that we follow him, in spite of my saying I just wanted to check in at the ticketing desk. He kept shaking his head and motioning us to follow him. He was very persistent. My husband and I felt vulnerable and confused. He brought us to a kiosk quite away from the ticketing area (where there was a computer). He filled out a form, asking us for our passport #'s, name, etc. The form was all in Spanish, so we weren't exactly sure what it was. After the form was filled out, we had to pay the clerk (a young girl) at the kiosk for the copies. He then wisked us away to the self ticketing machines, in spite of me constantly saying I wanted to go to the ticketing desk. He shook his head and said NO. He printed out our boarding passes and printed out baggage tags, even though I told him we were carrying on. He shook his head and said "free". He insisted we follow him to an elevator where we went down to the lower level (near car rentals?) By this time I knew we were in the wrong location, and he pointed up a long staircase to a departure sign, and then turned to my husband and said "Tip"...we knew we had been scammed. My husband gave him a tip, and he said "That's not enough", so my husband dug in his pocket for more. We climbed up the stairs with our luggage because we were afraid to get in the elevator with the same man. We ended up not having the immigration form we needed because we didn't know about it. We had to run to immigration just prior to boarding and barely made the flight.

My name is Deborah L. Piwoschuk
email: [protected]@msn.com

I was NEVER given a secondary ID account number or password. SO, I am not able to get into my account to make a reservation or to receive or use my miles. I tried to solve this problem online with a LAN PASS agent. NOTHING was done even after I sent a copy of my passport and gave the agent my LAN PASS number after the case was opened.
The personal ID that I was given for this case is N6423568. My LAN PASS number is [protected].
Please send your reply to [protected]@yahoo.com.

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

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.

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]

Not a good experience. Had to pay over $140 round-trip on baggage fees for 1 bag, on an international flight. They have no warm food at all. Cold chicken & potatoes, while on a 6 hour flight wasn't tasty at all.

No in flight entertainment! No screens anywhere. Better have some movies or good games downloaded on your smart phone.

As world traveler who's consistently traveled for over 2 decades I've never had such an experience where none of the above-mentioned is offered. Every international flight I've embarked in has never offered charged me for my first bag, given me freezing cold food and no in-flight entertainment whatsoever.

Based on my experience I don't believe this airline qualifies or meets international flight status from the US. It's too low of a budget airline and doesn't offer enough perks to maintain such a status.

I recommend for this airline to change its policies.

To Who my Concern,
Yesterday on the flight JJ8186 coming from Sao Paulo to Orlando my mother Maria Cristina Rodrigues Pedrozo 70years old was lost after she left the airplane Latam airlines alone with no wheel chair porter to guide her thru customs and safely to me.
My mother have heart problem and could had a heart attack after the panic moments walking alone on the Orlando airport with bag of medications looking for me with no English. Its her 4th time in USA always come with Azul airlines and NEVER i had any issues, she always come with someone in the wheel chair for me. When i saw my mother on the medlle of some many people coming in direction baraly walking shaking and crying my heart hurted and my bloor boiled. Who does that? airlines tickets its no cheap, what type of training you give to your flight crew? How inresposable was that? thanks God my mother is with me now but could happened the worst with the scared moments of lost she had. I called customer services today to report this horrible situation and the awnser was no complains acceptable over the phone and I asked for a superviser and the person said not one to speak with me. I dont have words to discribe how Im feeling about this situation. I will wait for someone to call me, but if this company dont care about this type of situation I will do everything need to the world know how you guys treat Senior traveling alone.

My luggage got broken during a flight between Lima and Trujillo on October 14, 2019
In the last august another one was so ripped that I had to put my belongings inside a garbage bag, the lady told that those kind of duffel bags are not good in another words they are cheap. Latam wanted to return 20 dollars for it I paid much more than that for my "cheap " duffel bag when I got home I realized that pieces we're missing. Someone at latam told me that they were going to do nothing about it so I just decided to don't follow up just to don't get more upset

Before I took this flight I wanted to be able to avoid Latam but unfortunately American Airlines has an agreement with you. I bought a more expensive luggage everything was ok until I got to Lima, at the airport they kept changing gates, overcrowded lobby and not air conditioning!
Arrived Trujillo and my luggage was broken, the lady again was going to give me only 20 dollars I was very upset that this was happening again, after complaining to the supervisor he gave me a voucher for 50 dollars which I still think is not acceptable

My complaint is that latam should talk to the luggage handlers and make them realize that need to be more careful
If this happens to me in less than two months not wonder you are giving only 20 dollars to people. Latam was such a great experience flying the service was great and enjoyable now they even charge for a cup of coffee. What happened? You got big and can't handle it?or you just don't care about your customer satisfaction?

I'm sure you can do better than that !
My name is Carolina Miller 22607 linden street Hayward California my passport [protected] USA
My vouchers number is [protected]

We have recently travelled from Sydney Australia on a code share (Qanats flight) LA800
We departed Sydney on Friday 11th October after a considerable delay and managed to land in Auckland at a reasonable time to transfer to the continuing flight to Santiago.
As we were about to disembark we were advised that the next flight had been cancelled. No instruction was given on what to do and we had to pick up our bags and complete immigration into NZ to get to the Service desk to arrange a new flight It was only after some pressure that we were allocated to a new flight (LA1164) and we were advised that we would make our connection to Sao Paulo.
Upon arrival in Santiago we were told by the onboard flight attendant to go straight to the departure gate for our flight (QF3915 - LA ?) but despite runnng through the entire terminal. No service was offerd to tellus where to go or to advise the next flight we were on our way. On arrivel at the departure gate we were tole the flight was closed and to go back to the Service desk
There was a significant queue at the Service desk and it took us 2.5 hrs to get seen. The scenario could only be described as chaotic.
Eventually we were rebooked on flight LA8143 to Sao Paolo which has resulted in us having to travel all night and lose a hotel booking in the process.
The key points are -
It was clearly known before we departed Sydney that the ongoing flight from Auckland had been cancelled
No assitance was provided in Auckland to facilitate transfer
It was evident that we would not make our connection in Santiago, but ongoing biarding passes and luggage transfer were made
No support staff were provided in Santiago to facilitate connections or rebooking
The sevice desk was under staffed and overwhelmed by a situation that had been going on for the previous 24 - 30 hrs. Why was no provision made for the ensuing chaos.
We are Life time Sapphire members of One World and paid a significant amount of money to fly Business Class on your airline. Yet the poor service (aircraft breakdown) and chaotic service support is just not good enough.
I will leave it to you to consider what recompense we should receive, but urge you, for the sake of myself and many others to get your act together or you will be losing a number of customers

Estimado Sres

El 27 del presente mes, los pasajeros Cindy Izquierdo miembro Ibera Plus [protected]- Directora Ventas Propemar S.A. y Jorge Diaz Platium Pro AA# 07948 Gerente General Propemar S.A., ambos pertenecientes a grupo de ONE WORLD. Tomamos el vuelo LA 1440 desde Guayaquil a Madrid en la cabina Business ocupando los asientos 1A y 1B. Adjunto copias del boarding pass.

Nuestra mala sorpresa fue que el servicio de entretenimiento abordó nunca funcionó correctamente cada 5-10 min se desconectaba. Nuestro asistente de vuelo el Sr Cesar Abad realizó varios intentos de
solucionar esto, pero no pudo, problema técnico fuera de su cobertura de servicio.
Cómo es de su conocimiento, este vuelo es de 11h 15min aprox. Lo cual lo vuelve sumamente pesado y muy aburrido.

Adicional ha esto cabe indicar que nuestra empresa ecuatoriana Propemar S.A. Es cliente corporativo de LATAM, tranportando pescado fresco desde Ecuador a USA semanalmente, generando para LATAM ingresos de aprox U$ 300, 000.00 anuales.

Cómo cliente corporativo y miembro activo y leal de ONE WORLD, solicitó una compensación por el mal servicio recibido por parte de su empresa.

Finalmente recomendamos que mejoren el mantenimiento de sus equipos para poder mantener su servicio y cumplir con la propaganda abordó y en su revista VAMOS/LATAM, que tienen la flota de aviones más moderna.

Saludos,

Jorge Díaz / Cindy Izquierdo.

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!

We wish to inform about the delay of our flight from NY JFK to Guayaquil Ecuador. The flight No. XL-1439 was scheduled on June 10th, 2019 arrived to Guayaquil 20 hours behind the schedule. Due to the delay we lost a almost two days of our trip. We have missed an opportunity to visit some places in Guayaquil and its area and also had very difficult time the next day after long and exhausting journey. The plane arrived to Guayaquil at 4 am!
On top of this we did not have an access to our personal belongings, cosmetics and clothes which were packed in the main laggauge. Taking all into account we wish to receive 600 US dollars compensation for causing disruption to our plans and shortening the time we intended to spend in Ecuador.
Since we traveled in a group of four the case concernes 4 persons:
1. Dorota Tomaszewska
2. Antoni Tomaszewski
3. Andrzej Gralak
4. Violetta Gralak
I would be very grateful for your assistance in this matter.
Yours sincerely,
Dorota Tomaszewska