LATAM Airlines
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"Get travel insurance and put Trackers in your luggage"
I recently took several flights around South America with LATAM. Overall, the experience was comparable to U.S. domestic travel — not great, but manageable. That is, until the final leg from São Paulo to Santiago. LATAM misplaced my luggage, sending it to Auckland, New Zealand — even though I live in Australia. While I understand that baggage mishandling can happen, what followed was completely unacceptable. It took over two weeks of relentless follow-up to get my bag back. LATAM showed no accountability, and it was clear their internal departments weren’t communicating at all. Every call or email felt like starting from scratch. This wasn’t just a mishap — it was a complete breakdown in basic customer service and logistics. A little transparency, coordination, and ownership would have gone a long way, but instead I was met with a chaotic mess and indifference.
"Questionable Sales/Financial Practice"
We are a group of four passengers planning a trip to Chile in 2025, and six months ahead of time, we purchased Full Fare LATAM tickets for regional hops. According to LATAM’s policy, Full Fare tickets are supposed to be fully refundable. We booked three separate one-way segments and everything went smoothly until we reached the third segment. Unfortunately, there weren’t enough seats available for four passengers on our preferred date, which forced us to adjust our itinerary — requiring us to change or cancel the first two segments we had already purchased. When we changed the first segment, there was only an $80 fare difference, but LATAM charged our credit card the full amount for the new tickets rather than just the fare difference. The original payment was diverted into a LATAM Wallet, which can only be manually transferred back to a bank account — a process that’s unnecessarily cumbersome. To make matters worse, LATAM’s online system doesn’t properly reflect the flight changes, even though we received email confirmations and spoke to an agent. For the second segment, we attempted to change the date online. The system showed a partial credit of $37.60 (out of a $363.20 full fare ticket), but did not send an email confirmation or show the change in our trip summary. In the end, we had to buy new tickets for the correct date and cancel the original reservation. We used the $37.60 credit toward the new tickets, expecting a refund of $325.60. However, LATAM only confirmed a refund of $202 — short by $123.60. When we called customer service, we were told to wait 2–3 weeks to receive the partial refund, and then call back to make a separate claim for the missing amount. This is an unacceptable and unnecessarily complicated refund process for tickets that are clearly marked as fully refundable.
"Horrible Delay"
Horrible experience — I absolutely do not recommend this airline. My flight was delayed by over 5 hours, causing me to miss my connecting flight. I was originally scheduled to depart at 6:55 PM but didn’t leave until around 10:30 PM. When I tried to get help or request a refund, no one assisted me. The customer service was completely unresponsive. Save your money and avoid the frustration — fly with someone else.
"Terrible"
My spouse and I had an extremely frustrating experience flying with LATAM from Lima, Peru to Quito, Ecuador. Despite multiple attempts, we were unable to pay for our baggage online due to a malfunctioning website. At the airport in Lima, we approached a LATAM counter assistant for help, and she assured us that our baggage was already paid for. Trusting her, we proceeded — only to be stopped at the gate and charged $188 USD for two carry-on-sized bags. This was upsetting, especially since we saw that the online price was $100 when we had originally tried to pay. We were then told by another LATAM employee that we would not have to pay for our baggage again until our final destination in Guayaquil, Ecuador. However, that turned out to be false as well. In Quito, we were required to re-check our bags and charged another $80 USD, despite presenting proof of our earlier payment. The staff laughed at us and dismissed our concerns — it was both humiliating and infuriating. We had carefully budgeted for our trip and did not anticipate these excessive and repeated baggage fees. When we reached out to LATAM customer service afterward, they denied responsibility and refused to issue any refund. On top of that, the seats on several flights were extremely cramped. This experience was deeply disappointing, and I will be avoiding LATAM Airlines in the future.
"Super helpful staff saved us from missing connecting flight after our error!"
Having traveled with LATAM multiple times across South America, we've always had pleasant experiences with clean flights and timely departures. However, when we realized we'd made an error with our booking dates upon arrival at Arequipa Airport, the staff were incredibly helpful. Amalia at the check-in desk was a lifesaver—she quickly rebooked us on the correct flight that evening, ensuring we caught our connecting flight from Lima and avoided a lot of stress. Thank you so much, Amalia, for your fast and efficient assistance!
"Very helpful staff"
Exceptional Service from LATAM – Thank You, Jurrani Marriaga! While we weren't fully informed ahead of time, a dedicated staff member at the gate truly saved our vacation. A special thanks to Jurrani Marriaga for her exceptional help flying from Miami to Cusco. She went above and beyond to ensure everything went smoothly, and we are incredibly grateful for her support. Thank you again, Jurrani, for making our journey so much better!
"a basic option for Brazil"
Basic but Reliable for Domestic Travel in Brazil This airline is fine for tourists looking to visit different parts of Brazil. While it doesn’t offer anything extraordinary, it’s a solid choice and operates similarly to many other airlines worldwide. The only downside was the check-in process, which was a bit different from the usual and felt somewhat complicated. Overall, it’s a decent, no-frills option for getting around Brazil.
"Latam has an extremely poor booking / refund system – choose another airline"
Our flight was cancelled due to the fire at Heathrow, and in my opinion, LATAM handled the situation very poorly. Firstly, they took far too long to issue an official announcement — when I called to check, I was told nothing was wrong. This delay was irresponsible, as it potentially encouraged passengers to head toward an evacuated area, unsure if their flight was still operating. When the cancellation was finally confirmed, the refund option on their website did not work. To make matters worse, LATAM automatically rebooked our flight to a different date without our consent or confirmation — a move that may seem helpful, but is not acceptable without customer approval. I’ve had to call customer service three times already, spending roughly 90 minutes on each call just to request a refund. The first representative only confirmed the refund for one passenger, despite the tickets being booked under a single reference. Additionally, the customer service agents appeared to be facing technical issues themselves, encountering error messages when processing our case. It’s either a reflection of a poorly designed booking system or a deliberate attempt to make refunds difficult. While I understand unexpected disruptions can occur, LATAM’s inflexible and customer-unfriendly response has been deeply frustrating and disappointing.
"First Experience With Lay-Flat Seats"
Fantastic Experience Upgrading to Business Class with LATAM My wife and I had the opportunity to upgrade our Economy reservation to Business Class by successfully bidding on the upgrade, and it was definitely worth it! It was a real treat to lay down and sleep on our 10 1/2-hour flight, which was both our longest flight and our first time in lay-flat seats. The upgrade also provided us with priority lines and access to the Virgin Lounge at JFK Terminal 4, which was a great place to relax before our flight. The service throughout our journey was exceptional. Everyone at LATAM, from the staff behind the counter at JFK to the crew onboard, was remarkably polite and considerate. The only downside was the food – while it was fine, it didn't quite live up to our expectations. We had chosen to be woken up for breakfast just before landing in Santiago, but in hindsight, we would have preferred to sleep in a little longer. Despite this, the overall experience was fantastic. So much so that we decided to pay full price to fly home in Business Class from Santiago to JFK.
"Great service"
Great Experience Flying from Lima to Miami with LATAM Flying from Lima to Miami with LATAM was a fantastic experience. The seats were very comfortable, offering great legroom, and the in-flight entertainment was top-notch. The food was excellent, with two meal options to choose from, and alcoholic drinks were included. Each seat came with a blanket, pillow, and a personal screen for entertainment. The crew was professional yet relaxed, which made the flight even more enjoyable. LATAM has three nonstop flights from Lima to Miami daily, which is a major plus, especially considering most flights from Lima are red-eye flights. I live close to Fort Lauderdale airport but chose LATAM for the comfort, as it offers a much better experience compared to Spirit or JetBlue. Spirit doesn’t include much, and JetBlue, while offering a little more, still doesn’t compare in terms of seat comfort on a 5+ hour flight. I highly recommend LATAM for anyone flying from Peru to Miami.
"Great experience"
Surprisingly Excellent Experience with LATAM We flew with LATAM across multiple routes: Colombia to Lima, Lima to Cusco, Cusco to Santiago, and Santiago to Rio de Janeiro. Every flight departed on time with no issues during boarding or with staff. For what's considered a budget airline in South America, LATAM outperformed many European carriers. Each flight included a snack and drink, and the LATAM app made everything easy. The onboard entertainment, streamed directly to our phones and tablets, was a great touch. Overall, a fantastic and reliable experience.
"**Be Careful!** LATAM Airlines"
LATAM Airlines Australia appears to be misleading customers regarding flight ticket prices. While booking through their Australian website, the prices were unexpectedly listed in U.S. dollars — not clearly communicated until it was too late. When I called to request a refund, the representative seemed to anticipate my concerns and offered rehearsed explanations before I even asked my questions, which felt disingenuous. The refund process itself is unnecessarily complicated. LATAM only initiates the refund after you respond to an email providing personal information that doesn’t seem relevant to the transaction. They claim it's a precaution in case the credit card refund fails, but this added step appears excessive and avoidable. Had they followed standard procedures, the refund could have been returned to my credit card account within a few days. Instead, the entire process feels intentionally delayed and opaque.
"It was booked through Americian Airlines but flown by Latam"
Disappointing Experience with LATAM Our experience with LATAM started off poorly right at the ticket counter. When flying down to South America from Canada, we were able to check our luggage all the way through to our final destination. However, on the return trip, the agent decided without any explanation that we had to collect our luggage in LA, rescreen it through TSA, and get new tickets to continue to Vancouver. This added an unnecessary hour to our already tight schedule. When we arrived in LA, the agent there was confused and couldn't understand why we had been asked to do that. On top of this, the plane for the return flight was a step down from the one we had flown on to South America. The cabin was messier, and it just felt less clean and comfortable. Based on this experience, if I had a choice, I would not fly LATAM again.
"LATAM"
Reliable and Friendly Service with LATAM LATAM continues to impress. Flights to Punta Arenas and back to Santiago were on time, with friendly and professional staff. They offer free in-flight texting and entertainment, which made the journey even more enjoyable. We’ve flown with them before and had another great experience this time around. Very good airline!
"Latam is Unable to Help when they cancel a flight"
Latam canceled my original flight and rebooked me on another one, forcing me to stay overnight in Guarulhos, SP. I contacted Latam, asking them to provide an email explaining the reason for the cancellation so I could file a claim with my travel insurance. However, they refused to assist me, stating they couldn’t help with the request. The insurance company informed me that without an official explanation from the airline, they won’t cover my expenses. Thanks to Latam’s lack of cooperation, I now have to pay for all the extra costs out of pocket. It's incredibly frustrating that something as simple as an email could have helped resolve this, but Latam has left me high and dry.
"This time everthing OK!"
Smooth Flight, but Boarding System Needs Improvement This time, everything went smoothly with LATAM. However, their boarding system still needs some improvement. For an A320 that isn't completely booked, they divide passengers into six groups. Despite this, there's still a long wait from the boarding area to the plane, which could be more efficient. While the flight itself was fine, the boarding process could definitely use some streamlining.
"On time flights, but business class service less than average"
Average Experience with LATAM – Room for Improvement Flew to Chile and back with LATAM. While both flights were punctual—which is always appreciated—the overall service and food quality were just average. Meal orders didn’t match what was requested, which isn’t a major issue, but it’s the small details that make a difference. The new lounge in Santiago looks great, but the food—particularly the sandwiches and rolls—was a bit stale. LATAM has potential, but there’s room to fine-tune the experience.
LATAM Airlines
LATAM Airlines Chile, formerly known as LAN Chile and LAN Airlines, is a Chilean multinational airline based in Santiago. It is one of the founding members of the LATAM Airlines Group, the largest airline holding company in Latin America. The airline operates from major hubs including Arturo Merino Benítez International Airport in Santiago, Guarulhos International Airport in São Paulo, and Jorge Chávez International Airport in Lima.
Address
Santiago, Av. Américo Vespucio 1501, Local BS-108 Boulevard Financier, Chile
Website
https://www.latamairlines.com/us/en
Email
https://www.latamairlines.com/us/en/help-center/create-case
Telephone
+56 2 2579 8990