LATAM Airlines / LAN Airlines
Reviews and Complaints

Dear Sir/Madam,

I am seeking your assistance in receiving compensation for my lost luggage.

This matter has already extended beyond a reasonable timeframe and this delay in addressing this issue along with the consistent lack of service on your end has already caused a great deal of distress to me. If this matter is not rectified with immediately I will be forced to take additional legal action to escalate this.

Please find below extensive details of the matter, and its mishandling to date:

On the 23rd of June, I traveled on Latam flight number LA2006 from Cusco to Lima.
The flight was delayed and once I've arrived in Lima, and I was advised by a member of Latam stuff that the luggage check-in for my next flight was already closed (Lima to Madrid with Iberia flight number IB 6650) and I have to make my way to the gates if I don't want to miss my flight. She ensured me that my luggage (suitcase and backpack) would be transferred to my final destination which was London Heathrow.
As I was unable to collect my suitcase, due to flight delays, I was asked who would collect my belongings. Again, I was told that at my final destination I have to make a claim for my suitcase to be transferred to London. However, I was not informed by Latam staff of the risk of my suitcases being lost, had I known this I would have made alternative arrangements.
At my final destination - London Heathrow I've spoken with a Latam representative Alexander Hentschel, who advised to make the claim online and gave this email address to [protected]@latam.com to send a note as well.
After submitting the claim forms on the 24th of June (over 4 weeks ago) with all required information (Boarding Pass and proof of baggage receipt) to transfer my suitcases from Lima to London, I was informed that the search for my suitcases will start 5 (? not sure what you are trying to say here?) after the claim was opened up.
On 7th July, one piece of baggage (suitcase) was delivered to my house. The suitcase was damaged, I have attached pictures of ripped zip and a hole. Hence, I would like to receive a recompensation of value of £100 to replace the suitcase.

Latam customer service was unable to clarify the location of my backpack.

In line with the information on your website "After you complete a claim for not having received your baggage, we will start a search for you at the airports. If we do not find it within 14 days, we will initiate the compensation process." However, this not had happened in my case. I was told that I have to wait 30 days to start the compensation process. The Latam members of staff refused to explain what the process involves and why I have to wait for another 14 days before it can be started.

After over 30 days of waiting for my case to be solved, I was refused to start the compensation process by Latam member - Juan Correa. Despite the fact, he re-insured me in the previous email that 'if they don't find the luggage we will start with a compensation process.'

In line with Latam Airlines Transport Agreement, that includes the following:
1.4 "Montreal Convention", means the Agreement for the Unification of some regulations for the International Air Transportation signed in Montreal, Canada, on May 18, 1999.

As per the above on the grounds of negligence, I expect to be compensated as follows:
£100.00 compensation for the damaged suitcase
£1, 131 for the value of lost belonging and inconvenience caused to me by your continued disregard to follow your processes properly, the loss of all of my clothes (which had to be replaced for the hot weather in London)
I look forward to hearing from you within 10 days with regards to the resolution of this matter.

Sincerely,
Kamila Turek

This is literally the worst airline I have ever traveled on. Starting from the check-in at LAX, the staff was incredibly unprofessional and rude. Our flight# was LA2477 on AUG5th from LA to Lima. Our take off was supposed to be at 2pm, but they boarded us at 4pm without any explanation or communication to the passengers. Once boarded 2 hours LATE, we were seated at the gate for another hour and pulled out to the runway, before announcing on the intercom that there was a mechanical error and that we had to go back to the gate. 4 HOURS later, this is the first we have heard of it. They ended up canceling our flight and told us to go back to check in counter. The same rude and incompetent ladies greeted us there very rudely. When told that we were frustrated, one of them replied that "This is a nightmare for them as well and to calm down." This is a nightmare for them too? umm this is their job. I would not expect this type of an answer from any professional airline. I have flown Emirates, and singapore airlines all my life and this is by far the one airline that probably has the more incompetent ground staff ever. After waiting in line to get a hotel since the flight was delayed overnight, once we got to the front, one of the other staff ladies, started talking in Spanish amongst the other airline staff about us assuming that we did not understand spanish. She stated to her colleague that "these individuals are a waste of time and have been already trying to talk to some at the counter for some time." are you kidding me? Well, yeah we have been trying to talk to someone, but its not like we are enjoying ourselves and are there for fun just trying to talk to them. She just shut up after she heard us reply to her in spanish. She was clearly an idiot. They finally at 10pm (we were at the airport since 2pm!) gave us a really horrible run down hotel called Custom Hotel. We asked the front desk lady about our connection to Lima next day. She said they are still working on the connection, which was a complete lie. We went up to another lady on the desk who was a bit nicer and she was able to give us a boarding pass confirmed for our connecting flight. The first lady straight up lied to us about not being able to give us a confirmation on our connecting flight and was just lazy. The next day of course the flight was delayed again. Upon finally reaching cusco at 5am and making peace with the fact that we have now missed 2 days of our 1 week trip to Peru, guess what happens? the stupid airline lost our baggage. are you kidding me? stupidest airline on the planet. after 48 hours of traveling and 2 days late to peru and on lack of sleep, the front desk person at cusco from latam says "its possible that the bag could come in the next flight...its possible". Ummm no. find out where they are. after speaking to the supervisor in cusco, they managed to figure out that the bags were in Lima still. They promised to send them in the next flight to reach by 11am. we landed at the airport at 5am exhausted and waited there till 11am for our bag, especially since the couple next to us said that their bag has been missing for a week and never got delivered to the hotel. seriously the most incompetent airline ever. We lost 2 days in peru, 2 nights of hotel went wasted in peru- one in lima and one in cusco. I would like to be reimbursed for those two nights in Peru. This airline is unprofessional, incompetent, the ground staff are idiots, don't understand timing, horrible customer service. Please call me at [protected]. I would prefer being reached out over phone. My email is: [protected]@gmail.com

After i had a hard time leaving Ecuador, ticket agent didn't speak or understand English. My husband had a CPAP machine for sleep apnea, He carry on his machine from NY to Ecuador -Guayaquil. no problem. but leaving Guayaquil it was a mess. I had a break down, vomited and my husband chest pain (heart surgery recently).Because according to them could affect the airplane. they have no idea what they are talking about. the machine value $25, 000 and we carry on for safety not to get damage. As a result of all the argue, we decide to check in the carry on, but i guess they forgot to put my other 2 luggages in the plane, So we never received our luggages until, today a guy name Terry text me that he had the luggage.
I call this gentleman, Terry ask me did you get your luggage and my responded was No, you just text me to call you that you have my 2 luggage, He said well the paper work was attach to the wrong luggage call me back, i have search in the warehouse.
He call me back saying I need your address so i said so Do u find my luggage?, and the paper work he said with an aptitude yes I never said it was attach to the wrong luggage. So i rise my voice saying, yes you did, i asked him for his last name he said you don't get my last name his phone # is [protected].
I will never ever travel with this LATAM airline
Sabina and Tom Garelli
Long island

The supervisor Nathaly Rios that works in Latam Airlines in cali-Colombia is an unprofessional, Rude lady I don't know how this lady can be call supervisor, my son almost missed his flight because she was saying that my son had dual citizenship she made me go back and forth to immigration and the immigration officer told her that my son wasn't Colombian citizen and that it was ok for him to travel, Nathaly Rios call Bogota immigration and put an alert that my son have dual citizenship for no reason, she's a trouble lady, if immigration in cali told her that all documents was correct I think she took it to personal, she was very unprofessional, arrogant and disrespectful and trying to go over the immigration authorities, Please be more careful with your staff especially if she is a supervisor

We are a family of 4 travelling from Lima to Iguassu Falls on 28th July 2018. Scheduled flight was at 12:35 via LA2443. Our connecting flight was delayed and we got to the checked in counter at Lima at 11:25 but the counter staff wouldn't allow us to check in as they said counter was closed 2 minutes ago! According to them the flight time was 12:24! We were advised to go to Latam tickets change counter. Usually check in counter closes an hour before flight time so unsure why Latam closes earlier.

We asked the Latam tickets change counter (the gentleman was polite) if there was any other flights from Lima to Iguassu Falls on that day and he said no. We then called our travel agent in UK and they advised if we could get on the next day flight. We then asked Latam staff and was told it cost about USD920 pp for next day flight. As we had no other choices so we said yes to book us on next day flight but after we had paid, the staff said we could get on the 3 pm flight to Iguassu Falls on the same day as there were 4 seats available.

We were puzzled but were grateful when he rushed us to the checked in counter and got us all checked in by 14:20. We rushed through the security checks and then got to the boarding gate only to find out our original flight LA2443 scheduled at 12:35 was delayed to 15:00. Why we could check in at 14:20 for a 15:00 flight and not at 11:25 for a 12:35 flight?

In summary, the 4 seats available were our seats! We paid extra GBP2807.27 to get onto the delayed flight which we were being refused to check in at 11:25!

We felt cheated and disgusted by the treatment from Latam airline.

We would like to escalate this complain and demand for refund of the GBP2807.27 for the 4 tickets which we paid twice for the same seats.

Kind regards
Mrs Yap

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

Latam Airlines is the worst airline to deal with. On December 10, 2017, I travel to Argentina and upon arriving there I had no luggage. My whole time there no luggage, I had to purchase clothes there. It's been 8 months since they lost my luggage and 4 case numbers later still no progress in my case. They haven't returned my luggage or reimbursed me for it either. Their response is always "we sent an email to the processing department. And once they have an answer you will be contacted." That's bull! I'm the one that has been taking time to keep calling them. Every time I call and ask to speak to a manager, how convenient, there is no manager! And all they can do is send an email to the so call processing center! BEWARE of this airline!

Case#'s 8288664, 9858666, 9613600, [protected]

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!

My experience with LATAM airlines has been disappointing from start to finish. Canceling a flight simply because it was undersold and then forcing passengers who had a direct flight from NYC to Lima to fly to Buenos Aires and still arrive in Lima over 15 hours after the original itinerary (needless to say missing plans made months in advance).

To add insult to injury the LATAM staff at Buenos Aires incorrectly informed us we were not permitted to leave the airport so the 10 hour layover was spent in the most confined and uncomfortable of circumstances.

Unfortunately it doesn't end there. Having finally arrived in Lima in the middle of the night the queue for immigration was well over an hour.

We have also been informed that our return flight has been canceled and the only remaining option that will get us home to be back at work as scheduled is to cut our vacation a day short and cancel further plans.

When we asked the LATAM representatives in person or on the phone for measures which would be taken to try to right the situation we were met with the worst customer service and ultimately no response / help.

As frequent travelers to South America it is safe to say we will never be flying with LATAM airlines again and will proactively counsel anyone we know against booking with them.

Terrible and disappointing experience.

The original flight date was June 28, 2018 departing from JFK in NYC. I'm not sure a refund / free flight / upgrade could begin to make up for the impact this has had on our travels.

If anyone actually reads this and will do the right thing please intact me at +[protected] or steadman.[protected]@gmail.com.

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

On the 19th of May 2018, I requested my Latam travel voucher# [protected] to be refunded to my Ecuadorian bank account# [protected] (Banco Pichincha) to the value of $100.00. To this date, the refund has not been processed, though I have contacted the center on a number of occasions, each time at an additional cost to me, to date, nothing has been done, and every consultant has said they will look into why the refund has not been made even though on the system it has been processed and get back to me.

Save for the reference number#[protected], no-one has gotten back to me in over a month already.

We are traveling to Chile this coming 9th of June, and had purchased tickets for a non-stop flight there and back, and just received a call that Latam does not fly non-stop anymore and our flight was changed with at least 4 hours of layover, when I booked the flight I paid more for a non-stop and don't think it's fair. We are hoping to get a refund on the difference of the the tickets or at least to get an upgrade on our seats, since I was not even able to choose our seats.

Depart Los Angeles, CA to Santiago, Chile
Saturday, June 9, 2018 to Sunday, June 10, 2018
Flight
Depart
Arrive
Travel time
Aircraft
Class
2543 American Airlines
Wi-Fi onboard
2:10 PM
LAX
7:17 PM
DFW
3h 7m
789
Economy

Stop: Dallas/Fort Worth (DFW)
945 American Airlines
Wi-Fi onboard
8:25 PM
DFW
6:59 AM
SCL
Arrives June 10
9h 34m
772
Economy

Return Santiago, Chile to Los Angeles, CA
Sunday, June 17, 2018 to Monday, June 18, 2018
Flight
Depart
Arrive
Travel time
Aircraft
Class
912 American Airlines
Wi-Fi onboard
8:03 PM
SCL
4:50 AM
MIA
Arrives June 18
8h 47m
772
Economy
Choose seats for flight 912 American Airlines
Overnight flight or connection

Stop: Miami (MIA)
1297 American Airlines
Wi-Fi onboard
7:45 AM
MIA
Departs June 18
10:23 AM
LAX
Arrives June 18
5h 38m

Economy

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

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]

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.

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

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!

Latam Complaints Report:

Please accept this as the first stage of an official complaint against Latam Airlines.

This complaint will be followed up with the necessary legal action unless suitable compensation is provided. We are currently seeking legal advice with regards to this matter.

Report of Events:

On January 7th we (Ms Jasmine Moon & Ms Polly Lindsay) arrived in Santiago to find both checked in bags were lost. We spoke to officials within the airport who told us that both bags had been delayed in the connection area of Santiago Airport, however we were promised that the bags had been successfully checked in and taken through Customs to join our connecting flight to Puerto Montt. We clearly explained to the head supervisor that the loss of one bag in particular (Ms Polly Lynsey) was of particular importance as carried medication.

On arrival in Puerto Montt both bags did not arrive. We filled in the appropriate lost luggage forms and were told we would be contacted as soon as the bags arrived. The bags would then be delivered directly to the hotel. The following day the bags had still not arrived so we travelled to the airport again to speak to a supervisor. On doing so we were told that the bags were still lost but would arrive soon. The next day (now day three) we travelled to the airport again and were told the bags were still lost; However we were not confident that are request was being taken seriously therefore asked to check the baggage storage area. On doing so we found one bag (belonging to Ms Jasmine Moon). We left the airport and were told we would be contacted about the second bag within the next 24 hours.

The following day we received a phone call to say that they had found the second missing bag and that they would send it to the hotel where we were staying. We of-course waited in the hotel but two days later the bag still did not come.

We travelled to the airport a 4th time and asked to look in the baggage storage area. At this time we were told they had given the wrong bag description code (despite providing a photograph of the bag) and that there was no tracking number for this bag and that the travel label had been lost.

The following day we went to Puerto Montt airport a 5th time to check one last time. Due to the importance of the lost bag we decided we would have to return to the UK as soon as possible if the bag was officially lost. However; on arriving at the airport we spoke to the supervisor who said that the bag had now been found and was located in the storage area of Santiago Airport. He listed the exact contents of the bag leaving no question that the bag had been found. He took the lost luggage form (PIR) and replaced it with a Consignment tracking number that we were told this was the only document required to retrieve our bag.

We had already been in Puerto Montt one week of our vacation spending everyday at the airport and unable to complete our intended travels. It was crucial that the bag was retrieved as soon as possible and we were told that the most reliable and quickest way to get the bag was to physically drive to Santiago Airport. The supervisor contacted Santiago Airport and sent a report to say to keep the bag safely within the Latam Office and we would pick it up within the next three days. We were promised by both Santiago Airport Supervisors and Puerto Montt Supervisors that the bag would be waiting for us and that they understood the importance of this particular bag. To confirm; the drive from Puerto Montt Airport to Santiago Airport is approximately 12-14 hours.

We rented a car from the airport and drive over the following three days. We only stopped for overnight accommodation and drove in mid summer heat to achieve the retrieval of our lost bag. On arrival to Santiago Airport we went directly to the Latam Office and spoke to the supervisor who regardless of the confirmation we had received, told us the bag was not at the airport but stored in a main storage unit located 'somewhere' in Santiago. We were told they could not get the bag as access to this area was only available before 1pm. The supervisor listed the contents of the bag which assured us that the bag was in Latams possession and we were told to come back to the airport the following day and we were promised by a Latam Manager named Nicole that the bag would be in the Latam office waiting for us before 1pm. Nicole was fully aware of the ordeal we had already undertaken and the importance of the missing bag.

The following day we returned to the airport at the specified time of 1pm and spoke directly to the manager on this day within the Latam office. On this occasion we were then told that there was and had never been any record of this bag and that this bag was completely lost. We were told that Latam would contact us over the following days and that we should make a claim for the lost bag as well as the costs incurred over the 10 days spent trying to retrieve it. We can confirm; Latam has in no-way contacted us with regards to any compensation or insurance claims.

Following this information the following event happened;

As a direct result of having to stay unexpectedly in the Santiago area to attend the airport and Latam office over two days, our car tyres were slashed and our remaining items were stolen from inside of the Hire Car we rented to attend The Latam Office in Santiago Airport. These items included; our passports, the card issued by Santiago airport containing the Lost Luggage Reference number, our combined holiday money totalling £2000, Visa card, a computer, a Kindle, Ray Ban sunglasses, medication and many other important and expensive personal belongings.

As a direct result of this event we had to stay in the Santiago area to attend a meeting with the British Embassy on Monday so they can issue an Emergency Travel Document so we could return to the UK as soon as possible. This could not be completed sooner as the Embassy closes as 1pm on a Friday and re-opens at 9am Monday morning; therefore a further 3 nights had to be spent in Santiago without our belongings, our money or passports.

The final event occurred on Saturday morning. On coming out of the hotel to return the hire car that was needed to retrieve the bag from Santiago Airport, we found that the car had been broken into and the radio stolen and the central locking system destroyed.

In summary;

As a result of Latams lies, inefficiency and false information, we have not only had our entire dream vacation completely destroyed but have incurred huge costs, dangerous situations and extreme emotional stress.

We arrived in Chile on January 7th and spent the first 7 days in Puerto Montt airport being lied to. The following three in a hire car travelling to Santiago Airport with the sole purpose of picking up a lost bag that we were told by Latams Supervisors was waiting for us. The following two days in Santiago Airport being lied too again and the final day in the Police Station reporting the theft of our remaining items.

Official Complaint;

Throughout this event we were appalled by the reaction and the treatment we received from Latams Supervisors and Employees, particularly within the Latam Office located in Santiago Airport. The seriousness of our situation was dismissed and we were not helped in anyway with regards to receiving the documentation we needed to make the necessary insurance claim. We did not have any assistance in changing our flights so we could return home and we were met with serious animosity when we asked for official documents to be signed and stamped as required. We did not receive an apology by any person with the Latam Office even though they had seen us daily and were fully aware of the extent of this problem and the events that occurred over this time.

Compensation:

No amount of receipts collected over this time will provide compensation for this horrendous experience. It has been an unimaginable nightmare from the moment we arrived to this day and is a direct result of Latam losing our luggage and not providing reliable or truthful information and continual lies of a two week period. The final lie we were told over a week ago was that we would receive a confirmation email directly from Latam with instruction if making the necessary compensation claim. The manager told us that he would ensure this would happen as soon as possible. We have not received this email and based on every stage of this horrendous situation are in no-way surprised.

Compensation:

We expect full compensation for all the money lost and all the expenses incurred as a result of Latams insufficiency and ongoing false information and lies.

Much of the documentation we had collected over the two weeks in question was stolen; however we do have a number of receipts remaining, and a full list of the contents of the lost bag - some of which is listed in screen shot of a document provided by Latam when we told they had possession of the bag. As well as this Latam must incur all the costs incurred as a direct result of this situation. To include; all the costs incurred with relation to the hire car. The accommodation required whilst waiting in Santiago and food and refreshments during this time. Finally; suitable compensation must be provided for both Polly Lindsay & Jasmine Moon for the emotional stress, dangerous situations that occurred as a result and the poor treatment that was received. Latam is directly responsible for entirely ruining the trip if a life time for two individuals and needs to take full responsibility for their actions.

Due to the extent of the events that occurred over this time and the costs that have been incurred by both individuals we have had no choice but to seek legal advice. We hope that Latams response will take onboard the seriousness of what has happened and we will be treated with the upmost respect and the suitable compensation provided to avoid further action.

We have full police reports available, lost luggage reference number, flight details, receipts, credit card statement and witness statements available as needed.

Please inform me of the course of action that must be taken to receive the appropriate compensation and the documents you need to process this claim.

Regards

Ms Polly Lindsay & Ms Jasmine Moon

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

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