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“Appalling customer treatment”
Review of LATAM Airlines


Reviewed 6 April 2018

I flew this short hop and checked in 2 bags. When I collected the bags at Santiago, both were badly damaged. One had had had its handle and one wheel ripped off. The other - brand new - had one wheel ripped off. Three incompetents at Santiago Airport filed a damage report. It took the 3 of them 45 minutes! It then took 2 and a half months for Latam to settle this simple claim. First they tried to claim that the bags were damaged prior to check-in - despite the absence of any evidence or any baggage tag. Then they said the bank details were wrong - even though I nhad told them this earlier. It then took 32 working days for them to send the money 0 despite their claim that "in no case" would it take any longer than 30 days. As a customer I feel debased, cheated and abused. Latam's service was appalling - and this is the 3rd time this has happened to me. I now avoid them at all costs. Be warned! They do not live up to their obligations.

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    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
1  Thank PhineasFogg54
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reviewed 6 April 2018 via mobile

We flew fromMelbourne to Santiago late February 2018. The flight, meals and service were excellent.
We flew several times with LATAM subsequently. It is interesting to note that
1). LATAM do not have business lounges that you can use for domestic flights within South America.
2). LATAM generally do not serve food on internal flights.
3). LATAM tend to put foreigners towards the rear of the aircraft, even if you are One World Gold level Qantas Club member.

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Thank Mark J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 6 April 2018

Flying late at night it no picnic, but this wasn't too terrible. All passengers got a snack (muffin or sandwich and chocolate bonbon) and a drink.

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    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
1  Thank Christina S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 5 April 2018

We had great service and they were well organized. We checked bags without any issues. All our flights were on time and orderly. They have free entertainment that was nice.

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    • Customer service (e.g. attitude, care, helpfulness)
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    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank Wanderer0213
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 5 April 2018 via mobile

We booked our flights in August. Our flight to Guayaquil from JFK was fine. After that initial flight ,what a disaster. We came back to Guayaquil after visiting Cuenca , expecting to fly to Lima that afternoon, only to find that they had cancelled that flight permanently 2 weeks before. Did they inform us, our travel agent, American Airlines, no! We had prebooked our hotel in Lima with Amex, the hotel cancelled our 2 day reservation. Amex got us back our 1 day. Latam did put us up in Guayaquil, but when they changed the reservation to the next day for Lima, they advanced our trip to Arequipa by a day, bypassing our night in Lima. Then we found out they also changed the times on that flight. We spent a total of 6 hours at the desk, on the phone and at the counter straightening this all out. Just when one location confirmed the change, the next could find no record of it. This airline is a bureaucrat nightmare.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
2  Thank Offbway
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC